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Case Managers and Case Manager Complex Claims - Porirua

Case/Claims Management
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  • Assess customer requirements and use judgement to support outcomes
  • Fixed term opportunities – June 2020
  • Starting ASAP

ACC’s vision is to create a unique partnership with every New Zealander, improving their quality of life by minimising the incidence and impact of injury.


Case Managers


Case Managers play a critical role within ACC by providing exceptional customer service to clients who have suffered injuries. You will be responsible for accurate assessment of entitlements, support planning and implementation of rehabilitation and ensuring a safe and sustainable return to independence for a portfolio of diverse clients.

The role involves liaising with clients, medical practitioners, employers and suppliers via telephone, email or in person. Therefore it's important that you're comfortable working in a busy office environment with a high level of telephone and computer task completion, working towards regular deadlines and with constant interruptions.


To be successful we are looking for a person who brings empathy and  administration skills but just as importantly has the right attitude! We need someone who is highly customer focused and has the energy and the drive to go the extra mile. 

You will be well organised, resilient and level-headed with excellent organisational skills


Case Manager Complex Claims


This is a specialised claims portfolio. ACC recently looked at an alternative approach for clients that had a high level of complexity and are on the borderline of profiling for serious injury. The complex portfolio includes clients with disability and sometimes other health barriers to them attaining independence. For example a person with a brain injury and pre-existing mental health diagnosis.


To be successful you will be an experienced case owner who is passionate about helping improve the lives of clients with disability. Who can deal positively and proactively with a wide variety of clients with an understanding of vulnerabilities and supporting the best possible outcomes for return to life roles, including work.


We have a strong focus on helping these clients to have improvements in their lives from their rehabilitation. We use the serious injury needs assessment to look at how to support them.


The focus is on each client working towards gaining as much independence as possible socially and vocationally. Their plans and goals may be about community participation or it may be about employment participation or both. Some of our clients have already successfully returned to work.  


Many of these clients have multiple barriers and may have no stakeholder support or many stakeholders. Complex clients have multidisciplinary teams of providers working with them so experience in directing and monitoring this type of rehabilitation would be helpful. Experience with creative problem solving skills to get results would also be advantageous.



 What we look for in Case Managers and Complex Case Managers:

  • Great communication skills, can relate to a variety of people
  • Superior time management skills
  • Ability to interpret, apply and explain complex legislation
  • Experience and desire to work as part of a cohesive and supportive team
  • Superior decision making skills and the ability to communicate the rationale
  • Energy, enthusiasm and motivation
  • End to end process management
  • Knowledge of the health sector and/or NZ Disability Strategy desirable but not mandatory
  • Excellent computer and software knowledge
  • Full Drivers licence

What we can offer:

Both Case Manager/Case Manager Complex Claims  roles offer a unique opportunity where you will work for an organisation where your contribution is appreciated and recognised. You will gain a high level of satisfaction through supporting our clients and making a positive difference in their lives.

To apply:

Please note: Applications will only be accepted when formally submitted through our Career Website


To view the position description please click Case Manager PD



To date the organisation has consulted with our employees on a proposed new model, roles and ways of working which were confirmed late last year. Over the next 18 months, we’ll be progressing some changes that we have recently confirmed with our people, some of which will involve rolling out new roles and ways of working across the country. As part of these changes we have confirmed that the role you have applied for will look different in the future state


Applications close: Sunday 26 May 2019


If you have any questions about the role, please contact Vicki.jeffries@acc.co.nz


At ACC, we recognise that diversity, inclusion and accessibility is important to our business.  We embrace the unique perspective and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Our culture enables us to create an environment of involvement, respect and connection with the communities where we work - benefitting individual employees and all our clients across New Zealand

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