Victorian Managed Insurance Authority (VMIA)
Job Title – Claims Operations Support Officer
Work Type – Full Time, Ongoing
Join us as a Claims Operations Support Officer and play a key role in keeping our claims operations running smoothly through effective triage and administrative support. You'll work in a fast-paced, collaborative environment, ensuring accurate processing, data integrity, and timely service delivery. This is an ideal opportunity for a detail-oriented and proactive professional who thrives on organisation and continuous improvement.
Key highlights
* Salary Range – $94,482 - $104,980 (total remuneration package inclusive of super).
* Hybrid work environment – Enjoy a hybrid work week with 3 days in the office.
About the role
As a Claims Operations Support Officer, you play a vital role in keeping claims operations running smoothly through effective triage and administrative support. You are part of the Claims Operations & Insights team, enabling consistent, accurate, and well-coordinated service delivery across claims portfolios.
You manage a wide range of activities including claims notification, system data entry and coding, provider onboarding, payment processing, and record maintenance. You also contribute to reporting, audit checks, and operational coordination across teams.
Working across all policy types, you act as a key support for systems, processes, and operational consistency. Your attention to detail, adaptability, and service mindset directly impact the quality and reliability of claims delivery.
Key responsibilities
* Manage incoming incident notifications and accurately code claims across all policy types
* Coordinate claims triage workflows and maintain allocation details
* Process claims payments, verify payee details, and ensure compliance with governance standards
* Support providers including portal onboarding and registrations
* Coordinate reviews, including 45-day review scheduling
* Manage administrative tasks such as Thrive requests, purchase orders, and remittance queries
* Maintain accurate records across systems (Client360, Thrive, SharePoint)
* Support inbox and phone queue management, responding to internal and external queries
* Prepare reports, conduct quality assurance checks, and assist with audit activities
* Support fraud detection processes and data accuracy initiatives
* Contribute to continuous improvement, process optimisation, and adoption of new systems
* Participate in wellbeing and resilience initiatives, maintaining safe work practices
Who you work with
You work closely with internal stakeholders across the Claims Practice, Sensitive Liability Claims, and Claims Strategy teams, as well as the wider Risk, Insurance and Claims Solutions (RICS) division. You also collaborate with cross-functional teams including Finance, Insights & Analytics, Information Services, Enterprise Systems, Digital Enablement, and Program & Projects. Externally, you engage with service providers and vendors, along with claimants, clients, and third-party stakeholders such as payees, auditors, and finance contacts.
What we are looking for
* Strong administrative and operational experience in fast-paced, service-driven environments
* High attention to detail with the ability to manage complex or high-volume workloads
* Confidence working with systems, databases, and workflows
* Effective communication and stakeholder engagement skills
* Ability to work independently while collaborating across teams
* Resilience and adaptability in high-pressure environments
* Proactive mindset with a focus on continuous improvement
* Strong organisational skills and ability to meet competing deadlines
* Positive attitude, professionalism, and willingness to learn
* Proficiency in Microsoft Office and willingness to learn new systems
* Experience in claims, insurance, or public sector environments (advantageous but not required)
Why join VMIA?
At VMIA, we believe diversity drives innovation. We are committed to creating an inclusive environment where everyone feels valued and empowered to contribute their unique perspectives.
We offer:
* Flex work: Hybrid working to support your best performance.Parenting support: Generous parental leave (14 weeks paid parental leave after six months of service for primary carers and 2 weeks for secondary carers) and breastfeeding-friendly facilities.Learning & Development: Annual investment ($2,500) in your growth, with in-house training, and LinkedIn Learning access in addition.Wellbeing: Wellness sessions, Employee Assistance Program (EAP), and ergonomic support.Culture & Lifestyle: Iconic office location, volunteer leave and life-stage support.
VMIA encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples, individuals with disabilities, culturally diverse communities, and members of the LGBTQIA+ community.
How to apply
We invite you to submit your CV and a cover letter. Use these to introduce yourself, highlight your fit for the role, and share why you are excited about joining VMIA. For any questions about the role or application process, please contact us at talentacquisition@vmia.vic.gov.au.
At VMIA, we are dedicated to fostering an inclusive workplace. We warmly welcome applications from people of all gender identities, Aboriginal and Torres Strait Islander peoples, individuals with disabilities, and those from culturally diverse backgrounds.
If you have any accessibility needs during the recruitment process, please let us know at talentacquisition@vmia.vic.gov.au.
Other relevant information
Before starting at VMIA, preferred candidates will complete pre-employment screenings. These assessments may include:
* Working Eligibility: Verification of your right to work in Australia.
* Employment History: Confirmation of your past employment details including employment dates and compensation.
* Academic Credentials: Verification of your educational qualifications to ensure they are accurate and legitimate.
* National Criminal History Check: A check for any criminal record, which may involve manual vetting by ACIC, potentially causing delays.
* Pre-employment Misconduct Check: Used to verify the identity, integrity, and credentials of potential employees and verifies no past misconduct.
* Financial Background Checks: Applicable for certain roles, such as Heads of Departments and Finance team members.
We value a collaborative work environment, so employees are expected to spend the majority of your working week in the office. Candidates from interstate must be willing to relocate to Victoria.
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