Care Account Manager, Clinical

• Manage the full lifecycle of high-risk cases, from handover after the initial risk assessment through escalation, support, fitness-for-work assessment and case closure.
• Monitor incoming care requests, ensure appropriate response, and assign cases to approved clinicians with the right competency and registration.
• Ensure therapy sessions are scheduled, completed and documented within agreed SLAs, and coordinate with care navigators on booking.
• Review the open case list for stalled items and follow up with clinicians, network partners and client contacts to keep cases moving.
• Act as the third line of escalation for the helpline for case clarifications and complex issues.
• Liaise with client contacts and on-site teams for situational updates, align support plans with treating clinicians, and track employee progress.
• Manage support plan adjustments and support provider re-matching where needed.
• Apply cultural and contextual formulation, including for First Nations employees and isolated site-based workers.
• Review and sign off risk assessments, confirm risk tiering, and set review cadence and monitoring requirements.
• Make clinical decisions regarding disputed risk ratings, medical evaluation pathways and session credits.
• Ensure clinical documentation and risk assessments comply with the client's framework and internal SOPs.
• Co-develop and maintain clinical protocols, risk frameworks and SOPs.
• Initiate and coordinate fitness-for-work assessments, communicate outcomes, and develop and monitor reintegration plans.
• Act as the named clinical contact for client chaplaincy, medical, health and safety, and people teams.
• Produce case trackers and monthly clinical reporting on presenting issues, risk patterns, outcomes and service-level themes.
• Present clinical insights and recommendations at client review meetings.
• Design and deliver clinical training and framework guidance to non-clinical client staff, and support training of internal clinicians and rangers.
• Collaborate with helpline operations, care excellence, clinicians and network partnerships, and feed service quality issues to internal stakeholders.

• Registered clinical psychologist or qualified counsellor, with current registration in your jurisdiction.
• Master's degree in clinical psychology, counselling or a related field.
• Three to five years in clinical case management, ideally within EAP, corporate wellbeing or a high-acuity mental health setting.
• Proven experience managing complex, high-risk cases from assessment to closure, in a setting where you held the decision rather than advised on it.
• Experience of structured return-to-work, fitness-for-work or occupational mental health pathways.
• Experience contributing to clinical protocols, risk frameworks or SOPs, and working within strict guidelines.
• Demonstrated experience managing stakeholders in a corporate or large-organisation client-facing role.
• Based in Australia with the right to work. Perth or another AWST location strongly preferred; other states considered only where 07:00 to 19:00 AWST can be reliably worked.
• Exceptional written and verbal communication, with the ability to convey clinical concepts clearly to non-clinical stakeholders, and written English that stands up in client-facing clinical documentation.
• AHPRA registration is desirable.
• Understanding of fly-in fly-out and mining culture, and the pressures of remote, high-risk work environments is desirable.
• Familiarity with Australian psychosocial risk and work health and safety obligations is desirable.
• Experience of multi-stakeholder coordination across internal clinicians, external partners, HR and client contacts is desirable.