Casey Nelson Email & Phone Number

Perth, Western Australia, Australia

Part of the Change Management Team within Business Adoption assiting with end to end visual process mapping. This work allows for Change Managers to have a better understanding of the full process journey which in turn assists with Business Ability Testing

Part of the Core Team, as a Subject Matter Expert within the Transformation Programme, sharing my knowledge of the end to end journey of individual processes used today and assisting in the decision-making, testing and of the new process journey for the new Core system.Working closely with Business Analysts, Architects and relevant stakeholders to achieve the goal of building and implementation of what will be used as the new Core system by the HBF team, this role has needed key skills such as critical thinking, time management, decision making, facilitation, negotiation and being a team player, in order to gain successful outcomes.While in the position as a Project Analyst, I have been fortunate enough to be given the opportunity to gain additional knowledge by doing work of a Business Analyst level.

Perth, Western Australia, Australia

• Advocating for our Members in the Moments that Matter• Being part of process reviews and working groups that work on improving the experience had by both Members and staff alike, by using root cause analysis to identify issues at a systemic level • Taking a holistic approach and striving to provide a high standard of service for Members, in times that may be stressful and challenging • Ensuring to provide relevant feedback and coaching tips to departments and staff to encourage service level and communication improvements

Perth, Western Australia, Australia

• Handling of member disputes within the organisation and complex cases from the Health Insurance Ombudsman • Use of a conversational framework to gain a holistic understanding of the circumstances which assists me to give the best outcome for a member• Dealing with members in heightened state of emotions and delivering outcomes which may not be in their favour • Compilation of daily, weekly and monthly reports for management and Member Relations Team• Using a triaging method to distinguish level of urgency for new escalations received and delegating accordingly within the team• Being actively involved in working groups regarding process enhancements in order to increase member experience standards ~Additional Work~In addition to my role, I try to be involved in workshops within the company. This is important to be part of company growth. Additional roles that I have been or am a part of, but not limited to are:• Floor Support for new staff: 2017-present• BAU Prioritisation Forum: 2018-present• Assisting on the Team Leader support line: 2018-present • Internal Diversity Workshop: 2020• Complaints Process Review: 2021• Data Quality Resolution Workshop: present

Perth, Western Australia, Australia

Sales & Retention Consultant for Health & General Insurance- Assisting on boarding and existing members with policy queries and processing