Care Account Manager, Clinical

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee the entire lifecycle of high-risk cases, starting from the transition after the initial risk assessment through escalation, support, fitness-for-work evaluations, and final case closure.

• Supervise incoming care requests, ensuring timely responses, and delegate cases to qualified clinicians with the appropriate competencies and registrations.

• Guarantee that therapy sessions are arranged, conducted, and documented within agreed service level agreements (SLAs), while coordinating with care navigators for scheduling.

• Examine the open case list for any delayed items and follow up with clinicians, network partners, and client contacts to ensure progress on cases.

• Serve as the third level of escalation for the helpline, addressing case clarifications and complex issues.

• Collaborate with client contacts and on-site teams for updates on situations, align support plans with treating clinicians, and monitor employee progress.

• Manage adjustments to support plans and realign support providers when necessary.

• Implement cultural and contextual formulations, particularly for First Nations employees and those working in isolated site environments.

• Review and approve risk assessments, verify risk tier classifications, and establish a rhythm for reviews and monitoring requirements.

• Make clinical decisions regarding contested risk ratings, medical evaluation pathways, and session credits.

• Ensure that clinical documentation and risk assessments adhere to the client's framework and internal standard operating procedures (SOPs).

• Co-develop and uphold clinical protocols, risk frameworks, and SOPs.

• Initiate and manage fitness-for-work assessments, communicate results, and develop and oversee reintegration plans.

• Act as the designated clinical contact for client chaplaincy, medical, health and safety, and people teams.

• Generate case trackers and monthly clinical reports detailing presenting issues, risk trends, outcomes, and service-level observations.

• Share clinical insights and recommendations during client review meetings.

• Design and provide clinical training and framework guidance for non-clinical client personnel, and assist in training internal clinicians and rangers.

• Collaborate with helpline operations, care excellence, clinicians, and network partnerships, while reporting service quality concerns to internal stakeholders.

⛳️ Requirements

• Registered clinical psychologist or qualified counselor, currently registered in your jurisdiction.

• Master's degree in clinical psychology, counseling, or a related field.

• Three to five years of experience in clinical case management, preferably within Employee Assistance Program (EAP), corporate wellbeing, or a high-acuity mental health environment.

• Established experience managing complex, high-risk cases from assessment to closure, in a context where you had decision-making authority rather than merely providing advice.

• Familiarity with structured return-to-work, fitness-for-work, or occupational mental health pathways.

• Experience contributing to clinical protocols, risk frameworks, or SOPs, and operating within stringent guidelines.

• Proven ability to manage stakeholders in a corporate or large organizational client-facing capacity.

• Located in Australia with the legal right to work. Preference for Perth or another AWST location; other states will be considered only if availability from 07:00 to 19:00 AWST can be assured.

• Outstanding written and verbal communication skills, capable of clearly articulating clinical concepts to non-clinical stakeholders, along with written English suitable for client-facing clinical documentation.

• AHPRA registration is preferred.

• Knowledge of fly-in fly-out and mining culture, as well as the challenges posed by remote, high-risk work environments is advantageous.

• Awareness of Australian psychosocial risk and work health and safety obligations is desirable.

• Experience coordinating multiple stakeholders across internal clinicians, external partners, HR, and client contacts is advantageous.

🏝️ Benefits

• Competitive salary package.

• Opportunities for professional development and training.

• Supportive work environment with a focus on mental health and wellbeing.

• Flexible working arrangements.