25 Nov 2021

Full-Time Triage and Workflow Manager – Resolution Services

ACC – Posted by ACC_hainesAuckland, New Zealand

NOTE: This job listing has expired and may no longer be relevant!


Job Description

  • Permanent, full-time opportunity with flexibility to do work from home days
  • We are open to locations – Auckland, Hamilton, Lower Hutt, Christchurch, or Dunedin

Be our Triage and Workflow Manager within our wider Resolution Services team.

We want all people in New Zealand to receive the support they need to avoid injury and manage their own wellbeing

In Resolution Services, we work with and manage dispute resolution (reviews and complaints) across all areas of ACC including surgery, treatment injury, cover, client recovery, accidental death, sensitive claims and business customer reviews.

A day in the life of a Triage and Workflow Manager involves building and leading a cohesive, constructive, and supportive team of specialists and coordinators who provide an effective and efficient allocation system across Resolution Services teams and individuals.

You will also demonstrate the following:

  • Driving constant improvements across Resolution Services allocation system
  • Working closely with Resolution Managers, triage Review Specialists and Resolution Coordinators to ensure review applications are of required quality and are appropriate
  • Explore opportunities to get the right work to the right person
  • Explore strategic opportunities to streamline triage functions

In addition, you will provide leadership and coaching to ensure the team have a high level of training and skills needed for effective triage, dispute resolution and allocation of work within your team.

You’ll be managing effective relationships with key internal and external stakeholders through collaboration, connection, and partnership and you’ll work collaboratively with workforce management teams in other business groups to understand the overall flow of work, and where improvements could be made at a system level across the organisation.

If you feel confident with the following, then we’d love to hear from you:

  • Developing a team of customer focused professionals who manage the triage and workflow of disputes across ACC, that is focused on early resolution and by doing the right thing at the right time for the customer
  • An understanding of regulatory environments, natural justice, investigation, and legal processes and how to deliver within these
  • Develop reporting so data can be effectively used to inform required workforce capability and capacity to ensure Resolution Services constantly adapts in line with our customer and volume requirements
  • Provide support and coaching to the team that is empowering and supportive, particularly as teams are functioning in a complex and often difficult dispute environment

Working at ACC

We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs. It is important to us that people are free to be themselves at work.

Here are some ways we encourage that:

  • Employee networks to support our colleagues from diverse backgrounds
  • The option to explore flexible working that suits your needs and ours
  • Development opportunities in te reo Māori me ngā tikanga

For a PD click here

How to Apply

Applications close 5pm on Wednesday, 8 December 2021. Please specify what your preferred location as part of your application. Applications will only be accepted when formally submitted through our ACC career website. For any further information email cath.scott2@acc.co.nz

Job Categories: Legal. Job Types: Full-Time. Salary: 100,000 and above.

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