James Hay Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Concurrent role.Lead Lifecare’s strategic and operational transformation ensuring the 45 clinics and 600 staff deliver quality Physiotherapy, Occupational and Hand Therapy, Exercise Physiology, Podiatry, Women’s Health, Pilates and Sports Medicine across Australia. - P&L responsibility of $60M national allied health and sports medicine business delivering services in o 37 standalone bricks and mortar clinicso 6 clinics within medical centers o 2 inpatients on ward private hospital services o Allied health homecare service.- Lead the Lifecare executive team ensure practice principals and local clinic leads are supported to provide excellent clinical, operational, customer and financial results.- Support the Lifecare state managers and local clinic practice principals and practice managers to deliver excellent healthcare to over 500,000 customers and episodes of care annually.- Optimise clinic footprint, geographic coverage and other operational expenses to improve profitability and reduce operational expenses.- Optimise systems, clinical and commercial metrics and deliver data and analytics driven dashboards to improve healthcare delivery and productivity. - Deliver people plan to drive retention and recruitment including graduate programs, clinical specialisation programs and career development programs. - Develop and implement strategic plan supporting growth through o Diversification of clinical services o Development of corporate and occupational health business within private practice clinics. o Digital and local marketing strategy

Sydney, New South Wales, Australia

Lead the medical, allied health and rehabilitation division of 1400 staff and $150M revenue. Support Employers, Businesses, Government Agencies, Private Health and Personal Injury Insurers to deliver medical, allied health, vocational and occupational rehabilitation services to prevent, manage and recover from injury, illness, or disability. Support and lead the executive and 1400 staff to deliver divisional strategy and operational plans across 4 independent businesses. - Konekt is one of Australia's largest providers of prevention, workplace injury management, occupational rehabilitation, and workplace health solutions providers. - Generation Health deliver services across personal injury, occupational health, and disability employment across Australia to insurers, businesses, government agencies and veterans. Generation health delivers services through the brands Acumen and Interact.- APM WorkCare specialize in providing assessments, rehabilitation services and training to support employers, government agencies insurers and people to return to work and health. - Lifecare is one of Australia’s largest allied health and medical businesses with 600 allied health and medical staff across 50 clinics providing Physiotherapy, Occupational Therapy, Exercise Physiology, Podiatry and Sports Medicine to the public, private health insurers, corporate employers, and personal injury insurers. Responsibilities- Accountability for all aspects of performance of the Medical, Allied health and Rehabilitation division of 1400 staff and a budget of $150M.- Part of the executive leadership team to develop and implement APM Health corporate strategy.- Lead development and implementation of the medical, allied health and rehabilitation strategy. - Lead and support the future direction of the medical, allied health and rehabilitation division including delivery of healthcare products and innovations which support excellent customer outcomes.

Sydney, New South Wales, Australia

Perth, Western Australia, Australia

As Executive Manager, Workers Compensation Claims Underwritten I have responsibility for the Workers compensation claims in WA, NT, Tas and ACT under the brands CGU and WFI. - Lead the development of the new strategy to improve financial and customer performance of the workers compensation portfolio. - Lead the cultural, people and customer change required to deliver a high-performance culture leading to a more sustainable and customer focused workers compensation business.- Lead and implement an organisational redesign, claims operating model, performance expectations and KPIs to ensure achievement of performance scorecards across all customer and client groups.- Responsible for monitoring and understanding scheme and IAG portfolio trends. Work with the reserving actuaries, pricing actuaries and portfolio teams to manage valuations, actuarial and risk obligations. - Develop partnerships and commercial arrangements with healthcare, digital and data experts and universities to promote access to quality high impact services which support recovery, return to work, and return to health outcomes. - Oversea the procurement of all Occupational Rehabilitation, Investigation and Legal services. - Lead all external engagements with relevant industry bodies and scheme regulators to support great outcomes for injured people and employers.

Sydney, Australia

Led the People Risk Claims strategy function through the development and implementation of claims innovations and products across all personal injury products. - Deliver and implement innovative products focused on improving the experience and outcomes for people injured at work or on the roads. - Be an industry leader by being at the forefront of the most current evidence in value-based healthcare, injury recovery, claim management, Behavioural Economics, data, AI and machine learning.- Develop partnerships and commercial arrangements with healthcare, digital and data experts and universities to promote access to quality high impact services to support outcomes for injured people and sustainable financial outcomes.- Lead all external engagements with industry bodies and scheme regulators to support great outcomes for injured people and employers.Led the people risk (personal injury) claims performance function for Workers Compensation, CTP, Dust disease, Seafarers and Overseas Common Law, Self-Insurance, and Excess of Loss. - Accountable for financial, actuarial, and claims outcomes across all personal injury claims lines. - Set appropriate performance benchmarks, measures and KPIs and lead claims teams to meet and exceed the targets through an accountable culture of high performance. - Understand scheme and QBE portfolio trends and work with reserving teams to ensure actuarial and risk obligations are monitored and claims performance enables the viability of QBE continued participation in these products by ensuring financial sustainability in both the long and short term. - Utilise emerging scheme, actuarial trend and data to design and implement approaches, innovations, and interventions to improve claims outcomes for injured people and deliver sustainable financial results for all personal injury products. - Deliver effective enterprise risk management and governance frameworks ensuring regulatory compliance (WC/CTP regulators, APRA, ASIC).

Sydney

A national strategic and operational role reporting to the Head of Workers Compensation & CTP. I support the leaders in each jurisdiction (NSW, SA, QLD, NT, TAS, ACT, WA, Old Act, Dust Diseases & XOL) through delivery of the claims philosophy, operational model and customer charter. I lead the team who is accountable to manage and deliver the statutory classes claims strategy, claims operational model, risk management framework, governance and compliance, national injury management and rehabilitation. Our team is responsible for delivery of the statutory claims strategy through the project management disciplines. This includes driving innovation in the claims philosophy through development of lead quality assurance frameworks, implementation of strategies to manage developing claims trends and the use of data and analytics, AI and machine learning. I ensure the operational management systems are effective through Enterprise Risk Management and Governance Frameworks ensuring regulatory compliance (APRA, ASIC, WC/CTP regulators) and drive creation, implementation and governance of business plans delivering key strategies, customer and financial outcomes.

Sydney, Australia

A national strategic and operational role reporting to the Head of Workers Compensation & CTP. I support the leaders in each jurisdiction (NSW, SA, QLD, NT, TAS, ACT, WA, Old Act, Dust Diseases & XOL) through delivery of the claims philosophy, operational model and customer charter. I am accountable for delivery of claims operational excellence, financial and actuarial outcomes in WC and CTP. I ensure the operational management systems are effective through Enterprise Risk Management and Governance Frameworks ensuring regulatory compliance (APRA, ASIC, WC/CTP regulators) and drive creation, implementation and governance of business plans delivering key strategies, customer and financial outcomes. I look to the future, driving innovation in the claims philosophy including development of lead quality assurance frameworks, improving links between distribution and claims through regular open communication and implementation of strategies to manage developing claims trends. I lead the WC and CTP business in claims analytics by engagement with data science/analytics teams ensuring analytics projects are operationally sound having real lasting impacts. I lead and develop a National Team including Solicitors, Technical Managers, National Compliance Manager, Settlement Officers and Claims Officers who drive on the ground claims excellence. Finally I participate in industry forums and conferences providing thought leadership on claims, injury management and leadership including:- Present to 3rd year Occupational Therapy Students at Edith Cowan University- Claims Experience Conference - Customer Driven Approaches to Claims Experiences - Psychological, Aging workforce claims and development of thought leadership in a national market- International Pain Conference: Practical Solutions to Complex Musculoskeletal Problems- Curtin University Injury Management Conference: Challenge in Recovery: Insurer Perspective- Innovation forum: Sustainability in Statutory Schemes

Perth, Western Australia

A national strategic and operational role reporting into the Head of Workers Compensation Claims. My role is to support the Head of Workers Compensation Claims and each Workers Compensation jurisdiction through strategic delivery of the customer and claims operational model. The focus is to lead national delivery of operational excellence and technical capability, driving creation, implementation and governance of the business plans to support the delivery of key strategies and customer value. The role looks forward to drive innovation and thought leadership on claims and injury management and leadership capability. I am also the National Claims manager for QBEs Largest Workers Compensation customers. The aim of this role is to build the strongest relationship, drive consistent operations nationally and innovation in claims, injury and risk management.

Perth, Western Australia

Leading a team of 50 with operational responsibility for the Technical, Tail, New Employer, Regional and Seafarers claims portfolio from a Customer, Operations, Financial and People framework. As part of a wider team assisted in the development of a new claims model to ensure clear accountability, portfolio management rather than transactional claims management, excellent and sustainable financial results all while understanding and meeting the expectations of our customers and regulators. Responsible for driving consistency in tail operations across all underwritten states and other projects drive efficiency in claims operations. In addition to the above National Claims Manager for one of QBE's largest workers compensation insurer. This role aims to drive consistent operations across jurisdictions and innovation in workers compensation claims and policy management.Recently appointed to the National Claims Committee as a representative for the Underwritten Workers Compensation States.

Sydney, Australia

Worked individually and as part of a team to drive, motivate and develop claims managers to enable durable financial outcomes portfolio. In this role I have developed and taken responsibility for analysis of business reporting and strategically planned projects to contribute to portfolio outcomes which enhance profits drivers. I have increased engagement through staff development, coaching and mentoring while ensuring that operationally we achieve KPIs targets and are compliant with the regulator. I managed positive large client relationship including with regard to tail claims. • Provide mentoring, coaching, development and education to claim managers on all aspects of claims environment including compliance with legislation, business KPI’s and how claims managers drive financial results • Provide monitoring and education to the branch on ongoing financial results and performance against the KPI’s• Provide strategic portfolio management planning and projects by implementing ongoing strategic reviews through liaison with and engagement of external providers including medical practitioners, occupational rehabilitation providers and legal experts .• Part of the 2010 NSW Business Plan and developed a business case for changes of the end to end Case Management Plan process and made recommendations.• As part of the 2011 NSW Business plan and we are currently developing some NSW wide tools around ACM/CM role clarity and business processes.• Presented at the NSW leadership forum around Best Practice Service Manager priorities

Sydney, Australia

Worked as part of a team to provide support for employers, injured workers, medical professionals, service providers, brokers in an effort to reduce the financial, medical social and personal impact of injuries. As a claims manager I must manage all areas of a compensation claim including appropriate and best practice referral to reasonable and necessary treatment, compliance with the relevant WorkCover guidelines, appropriate legal and dispute resolution.• Provide superior customer service and claim management service to all stakeholders.• Provide mentoring and assistance to claims managers on best practice referral to appropriate rehabilitation services.• Provide assistance to claims managers in assessing whole person impairment assessment reports.• Provide coaching and mentoring to Claims managers in driving KPI’s including Legal correspondence and stakeholder contact, 7 and 30 days reviews and mentoring new staff for high performance.• Completed presentations to prospective clients at tender for service and during the inaugural customers service symposium on the QBE Connect case management model. • Part of the Business review team in ACB to ensure the financial outcome measures were updated and provided strategy to drive claims forward.• Provide an overview of the QBE Connect model to staff from the USA whom will be implementing this model overseas.

Sydney, Australia

Worked independently and as part of a team to provide occupational rehabilitation in the workers compensation, CTP and life insurance markets. I built on skills developed in the previous roles and provided services to support injured workers to return to work after injury, accident or illness.• Work in partnership with stakeholders including injured workers, nominated treating doctors, treating medical specialists, Independent Medical Examiners, allied health professionals, workers compensation agents and employers.• Completed timely, effective and relevant assessments/services, which facilitating returning injured worker to work including workplace assessments and ADL assessments.• Assessment of an injured workers current functional capacity through standardized Functional Capacity Evaluations (Physical work Performance Evaluation) and assessment of the functional requirements of an injured workers pre injury role and identify alternative suitable employment.• Developed strong time management and prioritization skills

Sydney, Australia

Rehabilitation Consultant/Occupational Therapist May 2007 – November 2007Workactive Injury Management and RehabilitationWorked independently to provide occupational rehabilitation in workers compensation markets. As a Rehabilitation Consultant I provided specific relevant services based on assessed needs to support injured workers to return to work in suitable employment after injury, accident or illness. As Part of a team I completed Occupational Health and Safety Risk Assessments for a variety of large and small employers in various industries. These included large food processing, manufacturing and process working environments. Within this role I provided single services including manual handling training, exercise programs and advice on injury prevention.• Work in partnership with all parties involved with rehabilitation of injured workers including injured workers, nominated treating doctors, allied health professionals, workers compensation agents and employers.• Completed timely, effective and relevant assessments/services, which facilitate returning to or maintaining an injured worker at work.• Assessment of an injured workers current functional capacity through standardized Functional Capacity Evaluations and assessment of the functional requirements of an injured workers pre injury role and identify alternative suitable employment.• Identify risk factors for a potential occupational injury or illness and developed control methods, which eliminate or reduce the risk.• Development of marketing tools to increase referrals including a referral system for a large medical center and physiotherapy practices to increase the referral base.• Attend meetings and develop and completed presentations with potential sources of referral to sell the company as a preferred provider.

Sydney, Australia

Worked as part of a semi autonomous team to provide vocational rehabilitation for the workers compensation and disability services market. As a Rehabilitation consultant I provided specific services to support CRS Clients to return to work in suitable employment after injury, accident or illness. In the Workers Compensation market the position required me to enable CRS clients to manage an illness, accident or injury by facilitating rehabilitationplans during recovery.• Liaise with all parties involved with rehabilitation of injured workers including injured workers, nominated treating doctors, allied health professionals, workers compensation agents and employers.• Completed timely, appropriate and relevant assessments/services, which facilitate returning too or maintaining an injured worker at work.• Assessment of an injured workers current functional capacity through standardized Functional Capacity Evaluations.• Assess the functional requirements of an injured workers pre injury role and identify alternative suitable employment, which will facilitate recovery and enable upgrading to a pre injury role where appropriate.

Masters Of Business (Personal Injury), Business Administration And Management, General

2010 Recipient of PIEF WorkCover Scholarship

Bachelor Of Applied Science (Occupational Therapy), Occupational Therapy/Therapist

Diploma In Change Management, Change Management