Jacinta Bailey Email & Phone Number

Australia

Client Partnership Manager | Building Strong Client Relationships | Business Development & Strategic Growth

In addition to supporting the case management delivery of 10 Australia wide direct reports the addition to my role is also:- Ensure clients receive high quality services within SLAs- Review & if required update the referral process, assessment tracking and billing processes.- Analyse and report on operational and outcome findings address/resolve any concerns- Look for and implement opportunities for service improvement - Manage provider relationship in order to achieve these objectivesIn addition to supporting the case management delivery of 10 Australia wide direct reports the addition to my role is also: - Ensure clients receive high quality services within SLAs -Review & if required update the referral process, assessment tracking and billing processes. -Analyse and report on operational and outcome findings address/resolve any concerns - Look for and implement opportunities for service improvement - Manage provider relationship in order to achieve these objectives

• Ensure direct reports (8) meet all high quality case management expectations; service standards, QA and successful outcomes.• Motivate and challenge my team to maintain engagement and commitment to the team, department and business goals.• Develop, coach and engage team to contribute at a higher level by aligning their goals with the business leadership expectations and broader business goals• Coaching and providing quality feedback on a regular basis, with particular attention to enhancing their performance and development; and effectively recognising them for their contributions.• Conduct monthly QA reviews on a sample of staff and provide meaningful feedback within agreed guidelines.• Where skill or performance gaps are identified, act promptly to address and provide guidance and coaching to ensure team member is fully operational; including performance management through all stages to termination of employment.• Manage extremely successful strategic relationships internally (sales, marketing, strategic insights) and externally to support the business and raise the profile of our department.• Continuous improvement and project management; create ideas and opportunities to improve efficiencies and productivity within the team.• Ensure team members are engaged in projects that will create overall benefit to the department, division and the business• Develop and deliver external customer workshops (cancer, sickness absence management and stress awareness), sales pitches and general training to external stakeholders.• Provide expert advice and support to case managers, businesses and internal customers on how to manage their cases; grievance issues, absence issues, performance issues, mediation/relationship breakdowns.

• Deliver effective case management to achieve Return to work outcomes. This will involve proactively co-ordinating a number of cases by liaising with both the employee and employer. Using your expertise and experience to implement and monitor return to work plans, providing recommendations on reasonable adjustments and progressing adaptations in the workplace for employees.• Co-ordinate third party providers and will need to ensure that all stakeholders are actively involved and informed.• Produce high quality reports and statistics on all activity for management informationwithin agreed timescales. This will require the consultant to be proficient with and utilise basic word processing and email and will require regular recording of all activity.• Develop and maintain effective relationships with employers to reduce sickness absence in the workplace. Establishing an understanding of the clients needs and provide a quality service which produces good customer feedback and creates successful outcomes. • Support claims managers in decision making by accepting referrals and assessing a clients needs in relation to vocational rehabilitation. Involving initial home or worksite assessments, liaison with all parties in order to identify rehab potential and providing recommendations that will assist colleagues in the ongoing management of claims.• Support sales/distribution and our intermediaries by promoting our services and providing job retention, absence management and rehabilitation services within agreed guidelines to influence the successful acquisition and retention of business. This may include delivering presentations and assisting employers to develop robust absence management protocols to support them in returning employees back into the workplace.