• Leadership and Strategic Planning: Lead transformational change in Claims process through planning, staffing, and directing activities. Responsible for developing and maintaining efficient operations, eliminating waste, and ensuring cost-effective services for customers. Consistently achieve strategic goals by partnering and communicating with customers and business partners.• Human Resource Management and Process Improvement: Lead a team of 72 Team Managers, Analysts and Quality Specialists. Demonstrated competency as a process owner, engaging with business partners to create efficiencies. Actively driving continuous process improvement, ensuring the team's engagement in these practices.• Regulatory Compliance and Quality Assurance: Ensure daily activities support division efforts to meet corporate policies, procedures, and legal requirements. Monitor and control department workflow, establish quality and time service standards, and implement corrective action. Maintain current knowledge of the regulatory environment and implement procedures for compliance.• Stakeholder Relations and Project Leadership: Establish and maintain effective internal and external relationships. Lead and participated in projects to enhance customer satisfaction, productivity, quality and corporate profitability.

Leadership of high-performing team of 12 Short Term Disability (STD)/ Long Term Disability (LTD) claims assessors and indirect leadership team senior (technical) claims assessors- Assigning and delegating tasks to team members- Supervising day-to-day operations and embedding operational rhythms to ensure organizational goals are met - Monitoring team output to ensure all regulatory guidelines are being met and appropriate risk management procedures are being adhered to - Recruiting, hiring and onboarding new staff in a virtual (remote) environment - Planning and executing professional development and performance management of staff through regular feedback sessions and reporting of relevant metrics Developing a culture of excellence within team through a focus on collaboration, accountability and professional developmentEmbedded principles of customer-first approach within the team through technical roadshows, regular buddying, training and feedbackPiloted a claims led continuous improvement (CI) initiative within the team through regular problem solving, solutions brain storming sessions and reviews of current processesSupported Department head with higher duties from July 2021 including coordinating operational rhythms and reporting of metrics from other team managers within the claims space to ensure we were meeting our organizational goals. - Involved in strategic planning, risk management and remediation through collaborations with various departments including Quality Assurance, Risk, distribution, HR ,Compliance and Legal

Responsible for the technical development of seven claims assessors - During tenure saw 71% of assessors obtain or increase their level of delegated financial authority - Held regular coaching sessions and completed file reviews to ensure all claims met regulatory and internal standards - Acted as the main point of contact for more complex claims and assisted with the determination of coverage, eligibility, decision and ongoing management. - Collaborated regularly with various departments including Risk, Compliance, Rehab, Chief Medical Officer and Technical departments to provide timely service and outcomes for clients - Acted as the second sign off on higher risk and sum insured claims Managed a small portfolio of complex or higher risk STD/LTD and Total and Permanent disability claimsActed in higher duties for Team Manager and held management reviews, regular huddles and attended team manager meetings in times of their absence

Effective portfolio management of STD/LTD and Total and Permanent Disability claims - End to end management up to 155 claims during peak periods through determining liability, coverage and policy terms through to payment and ongoing management - Effectively adhered to regulatory frameworks resulting in a reduction of breaches, escalations and complaints - Collaborated regularly with various departments including Risk, Compliance, Rehab, Chief Medical Officer and Technical departments to provide timely service and outcomes for clients - Regularly reaching 100% monthly claim finalization rates - Obtained authority for STD/LTD within 10 months with a quality score of 89 - Contributed to the development of team membersMentored and coached less experienced team members in relation to application of policy to relevant claims - Leveraged Allied health experience to assist team members in strategy development and provided advice on medical documents and drafting requests - Spearheaded Duration management meetings within team with the goal of reducing time to decision and improving the teams’ understanding of policy and claims management - Provided support and debriefing for team after dealing with escalations and difficult phone conversations with clientsAssisting with higher duties - Acted as the main point of contact in the team when the manager was absent - Assisted with escalations, complaints and resolutions

• Managed four corporate health/injury management program - Delivered evidence-based, multimodal treatment to a combine workforce of 700+ - Patient load encompassed Workers Compensation injuries, early intervention treatment and rehabilitation for non work related injuries - Collaboration with multidisciplinary teams involving GPs, Rehab Consultants, Physiotherapists, Claims managers, HR and RTW coordinators to maximise outcomes and speed up recovery of injured parties - Promoted and delivered value-add services including Pre-Employment Medicals, Functional Capacity Evaluations, Population Health Screens, Ergonomic Assessments and Manual Handling Programs - Provided consultation in regards to risk identification/control to ensure legislative requirements are adhered to - Guided clients through the claims review process and where required developed strategies to streamline future claims management• Fostered relationships at all levels of management with clients to ensure business needs are met and solutions are provided in a timely manner - Consistently received a net promoter score of >9.2/10 from clients and patients alike - Facilitated one client achieving a record 389 LTI free days via thorough risk consultation and developing a seamless injury management procedure - Developed ad-hoc health promotions and initiatives to target issues with specific clients/industries

• Diagnosing, treating and consulting patients with various musculoskeletal conditions, with a particular interest in occupational injuries.• Develop, execute and review rehabilitation plans for private and WorkCover patients whilst working within an Evidence-based framework. • Provide expert advice on ergonomics and activity modification to reduce the risk of re-injury.• Generate and present educational sessions for patients and employers, focusing on risk minimisation within the workplace.

• Demonstrate appropriate Chiropractic procedures and their underlying principles to students.• Manage groups of up to 8 students whilst providing positive feedback.• Perform skills assessments for practical exams.• Liaise with faculty and departmental staff regarding individual students academic progress.

• Managed a floor of 50 students whilst ensuring their academic, social and pastoral needs were being fulfilled.• Liaised with administration about any student issues.• Supervise the College after office hours and act as first point of call for any queries or emergencies.• Provided support for the 12 Resident Advisors through regular mentoring.• Co-chair fortnightly Resident Advisor meetings.

As an RA: • Provide pastoral care to residents on your floor, ensuring that their conduct is in line with the colleges ethos and rules.• Fostering a sense on community within residents by encouraging respect and understanding for one another.• Providing extra support for residents struggling with college/acadmic life.• Supervising the college on overnight duty and responding to any requests or emergencies throughout the shift.• Negotiated assessment extensions with the university for residents struggling with personal, health or academic issues. As a Tutor:• Engage first and second year students by providing formal and informal learning in Chiropractic, Anatomy, Physiology and basic Chemistry.• Performed proofreading of assignments and exam preparation tutorials.• Encouraged active learning within the resident cohort through early preparation and planning of exam preparation.

• Assisted special needs students by providing extra support via one on one tutoring in literacy and numeracy.• Provided relief for teaching staff, modifying and assisting with assignments and schoolwork. • Worked with children whose special needs ranged from Autism, Dyspraxia, Downs Syndrome, ADD/ADHD, Oppositional Defiance Disorder, brain injury and Cerebral palsy.