Care Account Manager

The Role

Intellect delivers a clinically governed mental health programme to enterprise clients in the mining and resources sector, supporting remote and fly-in fly-out workforces across Australia, with international expansion in progress. This is not a standard EAP. Cases begin with acute risk assessment on remote sites and run through structured treatment, fitness-for-work assessment and return-to-work clearance, in direct coordination with the client's chaplaincy, medical and people teams.

The Care Account Manager is the clinical coordinator and case manager for high-risk employee cases, and the single owner of the journey from initial risk assessment through to reintegration and case closure. They hold clinical oversight of risk across the caseload, shape treatment planning with treating providers, co-develop the clinical protocols and SOPs the client operates to, and turn case activity into clinical insight the client can act on. The role is consultative, and includes delivery of counselling and psychotherapy where required. It is distinct from commercial account management, which is held separately.

Flexible hours with availability for urgent escalations during client business hours.

Responsibilities

End-to-end case management and coordination

• 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, after ranger and supervisor, for case clarifications and complex issues.

Treatment planning and clinical support plan orchestration

• Liaise with client contacts and on-site teams for situational updates, and align an initial support plan with the treating clinician, including session volume and cadence.
• Work with treating providers on case formulation and treatment goals, oversee implementation of the support plan, and track employee progress.
• Manage support plan adjustments, including requesting and aligning additional sessions with the client where clinically indicated.
• Support provider re-matching where the therapeutic fit is not working.
• Apply cultural and contextual formulation, including for First Nations employees and isolated site-based workers.

Clinical risk oversight and governance

• Review and sign off risk assessments, confirm risk tiering against the client's framework, and set review cadence and monitoring requirements.
• Make the clinical decisions the pathway requires: disputed risk ratings, medical evaluation pathways where an employee declines therapy, and session credit decisions.
• Ensure clinical documentation and risk assessments are completed and categorised to the client's framework and to internal SOPs.
• Co-develop and maintain the clinical protocols, risk frameworks and SOPs the client's on-site teams operate to, and keep them current as the programme expands.
• Hold clinical standards where operational or commercial pressure runs the other way.

Fitness-for-work and reintegration

• Initiate and coordinate fitness-for-work assessments on completion of clinical support, liaising with doctors and clinical psychologists.
• Communicate assessment outcomes to the client's chaplaincy and people teams and align on next steps.
• Develop the reintegration plan in collaboration with client contacts, and maintain regular check-ins through reintegration, monitoring progress and flagging deterioration.

Stakeholder relationships, clinical insights and reporting

• Act as the named clinical contact for the client's chaplaincy, medical and health and safety leads on individual cases, responding within the programme's operating window to queries that are frequently unscheduled and time-critical.
• Produce the case tracker and monthly clinical reporting, moving beyond utilisation to presenting issues, risk patterns, outcomes and service-level themes.
• Present clinical insight at client review meetings and translate it into recommendations the client's health and safety and people teams can act on.
• Design and deliver clinical training and framework guidance to client-side staff who are not clinicians, and support training of internal clinicians and rangers on client-specific protocols.
• Work closely with helpline operations, care excellence, clinicians and network partnerships, and feed service quality issues back to internal stakeholders.

Requirements

• 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.

Desirable

• AHPRA registration.
• Understanding of fly-in fly-out and mining culture, and the pressures of remote, high-risk work environments.
• Familiarity with Australian psychosocial risk and work health and safety obligations.
• Experience of multi-stakeholder coordination across internal clinicians, external partners, HR and client contacts.