Experience

EML

• Australia
• Insurance
• 700 & Above Employee

• Back @ Work Specialist

  • Oct 2021 - Present



Calisthenics Victoria

• Australia
• Spectator Sports
• 1 - 100 Employee

• General Member Board

  • Oct 2020 - Present



Australian Pharmaceutical Industries (API)

• Australia
• Retail
• 400 - 500 Employee

• Injury Management Coordinator

  • Feb 2019 - Oct 2021



EML

• Australia
• Insurance
• 700 & Above Employee

• Technical Specialist

  • Aug 2016 - Feb 2019



Ambulance Victoria

• Australia
• Hospitals and Health Care
• 700 & Above Employee

• rehabilitation advisor

  • Jan 2015 - Jul 2016



Gallagher Bassett

• United States
• Insurance
• 700 & Above Employee

• Team Leader

  • May 2014 - Oct 2014

  * Manage Staff Manage a group of case managers, manage a team of staff when Team Manager is away or unavailable and coach and mentor all staff within the team. * Ensure a positive working environment Regularly catch up with staff members to ensure they are happy and have no issues or concerns that needs addressing with the management team. * Staff development/Performance management Regularly catch up with staff to ensure they are developing and assist with career progression. Identify areas for improvement for all staff members. Have the difficult conversations with staff that are not performing, including performance management and sometimes termination. * Recruitment of Staff Recruit staff to fill vacant positions by assessing resumes and applications, interviewing staff and determining who is appropriate for the position. Complete all HR paperwork required according to recruitment polices and retention reviews. * Reporting Complete weekly reporting to Team Manager and Branch Manager and monthly reporting to senior management including the operations manager. * Complaint resolution Assist in the resolution of complaints and take calls that have been escalated by team members. * Understand and affect financial measures. Positively affect the financial measures in which our company makes money. Ensure the compliance of all staff members in processes that can affect these measures and identify improvement areas within these processes. Develop further processes or procedures that can positively affect the company’s performance in key performance indicators.

• Service Advisor

  • Jan 2014 - May 2014

  * Reporting Completed multiple weekly reports for my Team Manager and Branch Manager, in relation to customer service contacts. This included frequency of contact reporting and event based contacts. This also included reporting surrounding quality of contacts completed by team members. * Customer Service Contacts Personally completed customer service calls to workers within a certain cohort, to provide an extra service and promote Gallagher Bassett’s service values. This assisted in achieving greater results for Gallagher Bassett KPIs, set down by Victorian WorkCover Authority. * Leadership/Direction Liaising with Case Managers within the team to ensure they completed the required contacts within the set timeframes. This included advising them daily of their due contacts and following up to ensure these were completed prior to the end of each day. Providing clear direction to staff in regards to the content and quality of the contacts they were completing. I also completed call coaching and training in preparation for these contacts. As I was able to ensure the contacts were completed within targets set, a positive team result was achieved consistently. * Claims assessment Assessed medical treatment and home assistance requests from providers or workers and determined whether they are reasonable and necessary for their work related injury. This included assessing treatment needs, recovery timeframes and medical information. I assessed the requests in accordance with the Victorian WorkCover Authority guidelines and the WorkCover Act. Strict timeframes applied for the assessment of these request in order to achieve team and company targets, in relation to customer service.

• High Risk Case Manager

  • Aug 2012 - Jan 2014

  * Management of a portfolios of workers Managing a portfolio of workers who are currently off work, only working partially hours or on modified duties, due to their injuries. Ensure the completion of weekly workflow, tasks and admin duties relating to this portfolio of workers. * Phone calls/email communication Communicate with stakeholders on a daily basis via mail, emails and phone call * Return to Work Drive Return to Work for injured workers within my portfolio that have a capacity to do so. This includes communication with the worker, employer, treating health practitioners and rehabilitation providers. * Processing compensation Process weekly compensation for workers or have an entitlement to payments. Ensure workers and employers are complying with their obligations in accordance with the Act. * Management of medical and like services Receive and evaluate reasonableness of medical & like requests in accordance with WorkSafe guidelines and the Accident Compensation Act. Reviewing and requesting information from treating health practitioners regarding the worker’s treatment needs. * Managing stakeholder expectations and queries Ensure workers, employer and providers are happy and handle and resolve any queries or complaints to ensure customer satisfaction * Mentoring of the low risk case managers Mentoring low risk case managers in order to assist with their development and difficult tasks. Acting as a buddy that the case managers can go to with an queries when the leadership staff in the team are unavailable.

• Low Risk Case Manager

  • Feb 2012 - Aug 2012

  * Management of medical and like services Receive and evaluate reasonableness of medical & lie requests in accordance with WorkSafe guidelines and the Accident Compensation Act. * Phone calls/email communication Communicate with stakeholders on a daily basis via mail, emails and phone calls * Managing stakeholder expectations and queries Ensure workers, employer and providers are happy and handle and resolve any queries or complaints to ensure customer satisfaction. * Management of a portfolios of workers Ensure the completion of weekly workflow, tasks and admin duties relating to a portfolio of workers.



Australian Taxation Office

• Australia
• Government Administration
• 700 & Above Employee

• Debt Collection Officer

  • 2010 - 2012

  * Problem Solving Using my high level of negotiation and people skills to reach a mutually agreed outcome, that achieved good results in relation to people’s tax debts. This included completing payment arrangements. * Fast Paced Environment Work to strict schedules at the same time as being flexible in adapting to the different day to day roles that I was required to complete. My knowledge base of the policies and guidelines allowed me to complete all work within the required timeframe to achieve my KPIs. * Administrative Duties Updating client details, issuing garnishees and warning letters, completing desktop tracing and general correspondence. This required a high level of computer skills, across multiple programs. * Customer Feedback and complaints Taking on constructive criticism and feedback and applying it to my work practices to achieve a higher level of service. * Team Work/Communication Forum Participated in a communication forum, that focused on brainstorming and analyzing the individual team and company procedures, to look for improvement areas. As the representative for my team, I relayed all information discussed in the forum back during team meetings. * Guidelines I was able to ensure that all work I completed followed the strict policy guidelines set out by the government.