Heather Walker Email & Phone Number

Canada

Ontario, Canada

Barrie, Ontario

Barrie, Ontario, Canada

• Coached and mentored both new and experienced Case Managers/Adjudicators• Trained newly hired Case Managers; monitored progress with one on one meetings and file audits; oversaw the staged release to independence• In cases where performance was a concern, I identified individual growth opportunities for Case Managers on our team, developed and carried out appropriate coaching plans meant to increase performance and ensure efficient work flow• 1st point of contact for escalated situations both internal and external• Represented LTD in case discussions for potential new LTD claims, ongoing LTD claims, and claims being appealed in the short term period• Strategized, developed and carried out plans for reaching our team goals (ie meeting our service standards, maintaining our intervention levels etc)• Prioritized work coming in from various requestors (ie Case Manager questions, Supervisor requests, Department initiatives, Client Reviews, Customer concerns etc.)• Fostered a collaborative environment on our team; we often need to work together with various internal departments as well as our external customers and advisors

• Manager to 12 direct reports; 11 Case Managers and 1 Specialist• Involved in Interviewing and Hiring process as well as Performance Management process with direct reports• Provided technical support and guidance on complex disability claims issues• Established and supported the development of excellent customer relationships with key accounts (including regular formal and informal case reviews, process development, trend reporting)• Up-level point of contact for escalated situations both internal and external concerns• Strategized, developed and carried out plans for reaching our team and department goals (ie meeting our service standards, maintaining our intervention levels etc)• Prioritized work coming in from various requestors (ie Case Manager questions, Supervisor requests, Department initiatives, Client Reviews, Customer concerns etc.)• Focused on a collaborative environment on our team; working together with various internal departments (Sales, Underwriting, Quality Assurance, Rehab) as well as our external customers and advisors

• Assessed individuals receiving disability benefits for rehabilitation potential• Planned and implemented goal oriented treatment, retraining, and gradual return to work programs• Coordinated with other agencies, prepared reports, maintained ongoing records of client progress, documenting all patient observations, plans and interventions• Supported the objectives of the disability management team• Liaised with case managers, policy holders, claimants, physicians and other health care professionals; developed rapport with all parties and encouraged collaboration• Conducted in-home assessments; Attended medical appointments with plan members• Evaluated plan members’ education, training and experience to develop computer generated Transferable Skills Analysis reports• Provided classroom training for new Rehab hires • Mentored new hires through Release to Independent Work process • Developed and presented Rehabilitation lecture topics for large Group Benefit meetings • Retained as the Exclusive Rehab Contact by various Employers• Participated in Finalist presentations and review meetings with Sales, Claims, and Employers

Ottawa, Ontario

• Assessed claims for Short and Long Term Disability and Appeals• Used Choices software to find alternate occupations to suggest to employees• Analyzed medical information to determine disability severity

Toronto, Ontario

• Identified, obtained, and analyzed key medical, contractual, eligibility, and investigative information• Developed case management plans that identified direction and issues to clarify• Obtained medical and functional information through the use of interviews, questionnaires, and correspondence• Interpreted and applied contract provisions• Worked independently and as part of a team• Handled confrontational situations• Conveyed decisions verbally and in writing that were unpleasant for the recipient• Ensured accuracy in benefit and payment calculations

Tiverton, Ontario

• Evaluated employee workstations to prevent and/or alleviate muscular discomfort• Instructed employees on risk factors, signs and symptoms, and prevention of work related musculo-skeletal disorders in a classroom setting (presented to front line employees as well as management)• Upgraded and standardized the ergonomic training program used in the Bruce Nuclear Plant• Implemented an automated product ordering system for ergonomic equipment• Presented assessment reports and recommendations to management on a weekly basis

Waterloo, Ontario

• Instructed participants in muscle conditioning and aerobics• Designed classes according to participant needs and abilities• Demonstrated safe and correct movement techniques

Orillia, Ontario

• Executed various rehabilitative therapies and techniques (hydrotherapy, passive and active stretches, range of motion exercises, proper transfers, repositioning in wheelchairs)• Designed and customized exercise programs to fit the disorder and disposition of clients• Worked closely with recreation and basic sensory stimulation departments to enhance learning and improvement• Acted as motivator and companion to developmentally disabled clientele

Mississauga, Ontario

• Designed and prepared original lesson plans daily for my physical and health education classes (dealing with topics including: Nutrition, Fitness, Weight Training, Anatomy, and Athletic Injuries)• Assessed students’ daily performance and evaluated student tests and assignments • Supervised a variety of classes for absent teachers (both gifted and learning disabled students, as well as individuals with behaviour disorders)• Head Coach and Founder of the Bantam Girls Basketball Team

Picton, Ontario

• Executed various rehabilitative therapies and techniques (hydrotherapy, passive and active stretches, range of motion exercises, proper transfers, repositioning in wheelchairs)• Designed and customized exercise programs to fit the disorder and disposition of clients• Worked closely with recreation and basic sensory stimulation departments to enhance learning and improvement• Acted as motivator and companion to developmentally disabled clientele

Bachelor Of Science (B.Sc.), Kinesiology

Activities and Societies: Student Athletic Therapist (Cross Country Running team), Bartender at Federation Hall, Waitress at The Bombshelter

Minor (Diploma), Human Resources Management