This document provides a position description for an Administration Assistant role within the Claims Operations department of Employers Mutual. The role involves providing accurate and timely administration support to a claims team, assisting injured workers, employers, and health providers. Key responsibilities include adopting a service-oriented approach, coordinating team activities, performing general administrative duties like answering phones and filing, ensuring communication with regulatory bodies follows company policy, and contributing to workplace health and safety. The position requires skills in organization, communication, and using Microsoft Office programs, as well as experience providing administrative support in a fast-paced environment.

1. Last updated on April 2016 by People & Capability, Employers Mutual ©
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EML
POSITION DESCRIPTION
POSITION TITLE Administration Assistant
DEPARTMENT Claims Operations
REPORTING TO Team Leader
DATE REVIEWED April 2016
LOCATION Melbourne
PURPOSE OF ROLE
The purpose of this role is to:
► Provide accurate and timely administration support to a claims team
► Assist with the provision of service to injured workers, employers and treating health providers
POSITION ENVIRONMENT
This position operates in a high volume, high pressure and deadline-driven environment that focus on the
pro-active, timely and effective management of Workers Compensation claims.
KEY PERFORMANCE INDICATORS
Refer to Performing for Success document

2. Last updated on April 2016 by People & Capability, Employers Mutual ©
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KEY ACCOUNTABILITIES
Key Accountabilities Responsibilities Review Points
Service ► Adopt a service- orientated approach that is focused
on the interests of workers and employers
► Effectively coordinate and support team to achieve
key performance measures as set out under the
Annual Performance Adjustment (APA) measures
and Agency Agreement
► Performance Review
► Stakeholder
feedback
► Worker service key
events survey
Supporting Case
Management
► Provide high level support to coordinate team
activities
► Arrange and coordinate meetings for the team
members, including liaising with stakeholders
► Monitor teams out of office activity and report on
statistics, such as travel time and outcomes
► Ensure records are maintained in accordance with
EML guidelines and agreed department standards
► Performance Review
General Administration ► Answering incoming calls, taking messages and
managing basic enquiries
► Photocopying, filing, faxing, binding and collating
information
► Performance Review
WorkSafe Victoria
Partnership
► Ensuring all communication with WorkSafe is in
accordance with EML’s Communication Policy
► Performance Review
Internal OH&S Contribute towards a Quality Culture of Workplace
Health & Safety through:
► Demonstrating commitment to OH&S through,
leading by personal example and participating in the
monitoring of established safe working practices
► Promoting and ensuring all staff and contractors are
appropriately trained and adhere to EML’s
Workplace Health & Safety standards, procedures
and legislative requirements
► All staff and
contractors within
area of responsibility
comply with OH&S
standards,
procedures and
legislation.
Additional duties The Company may, based on business requirements,
change your duties to an equivalent level of seniority
and responsibility including a different department. In the
event that your position is to change significantly, we will
discuss any change with you before it takes effect
► Performance Review

3. Last updated on April 2016 by People & Capability, Employers Mutual ©
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KEY RELATIONSHIPS
Internal External
► Team Leaders ► WorkSafe Victoria
► Case Managers ► Employers/Brokers
► Claims Manager ► Rehabilitation Providers
► Client Services Team ► Legal Providers
► RTW Specialist ► Return to Work Coordinators
► Claims Operations Manager ► Workers
► Liability Specialists ► Medical/Treatment Providers
► Business Assurance & Optimisation Team ► Unions
► Legal & Technical Team ► Independent Medical Examiners
► Premium Team
MINIMUM CRITERIA
Skills Experience
► Advanced competency in the use of MS Word and MS
Excel
► Superior time management and organisation skills to
direct and prioritise own responsibilities and work flow.
► High level of initiative and the ability to work
autonomously with minimal direction.
► Effective oral and written communication skills
► Some understanding of the Victorian legislation and the
associated regulations
► Basic understanding of medical terminology
► Ability to utilise WorkSafe systems NOVUS, ACCtion
and Tempus - desirable.
► Customer Service and/or Office
experience.
► Experience of providing high quality
administrative support in a fast paced team
environment.
► For VCE or equivalent Graduates - some
experience in a Worker’s Compensation
environment is desirable.
Competencies
► Managing Work - Effectively managing one’s time and resources to ensure that work is completed
efficiently.
► Gaining Commitment - Using appropriate interpersonal styles and techniques to gain acceptance of
ideas or plans; modifying one’s own behaviour to accommodate tasks, situations, and individuals
involved.
► Building Customer Loyalty - Effectively meeting customer needs; building productive customer
relationships; taking responsibility for customer satisfaction and loyalty.
► Work Standards - Setting high standards of performance for self and others; assuming responsibility and
accountability for successfully completing assignments or tasks; self-imposing standards of excellence
rather than having standards imposed.
► Contributing to Team Success - Actively participating as a member of a team to move the team toward
the completion of goals.
► Negotiation - Effectively exploring alternatives and positions to reach outcomes that gain the support and
acceptance of all parties.

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► Continuous Learning - Actively identifying new areas for learning; regularly creating and taking
advantage of learning opportunities; using newly gained knowledge and skill on the job and learning
through their application.
► Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data
from different sources to draw conclusions; using effective approaches for choosing a course of action or
developing appropriate solutions; taking action that is consistent with available facts, constraints, and
probable consequences.
Education and Training
► VCE or equivalent
I have read and understand this position description:
Signature: Date:
Name:
OUR VALUES
Respect - We always treat people with dignity and consideration, showing mutual respect in all our internal
and external dealings.
Integrity - Personal and professional integrity is central to everything we do.
Responsible - We take personal responsibility for everything we do and the outcomes of our actions. We
follow through and deliver on what we say.
Outcome Driven - We are committed to high performance and are passionate about success. We act with a
sense of urgency and strive to deliver quality outcomes to our customers.