Megan D Email and Phone Number

• As a Subject Matter Expert, I assist and train my peers (provincial) on how to handle difficult questions from our clients about our policies and protocols. Provide assistance to fellow colleagues in customer service; assisting them when they encounter difficult questions from injured workers, employers, or health care providers.• Provide information and guidance about claim processes and policies to workers, employers, representatives and internal business partners regarding their workplace injury claim.• Perform a range of clerical duties to keep worker claims up to date including creating memos, updating statuses and dates. Fill out claim registration forms and eligibility statements for adjudication purposes• Going through newly created claims to determine whether we need more information from the injured worker or employers so that the adjudicator can make a decision on the claim file for health care benefits or loss of earnings benefits.• Calling injured workers and employers to collect additional information that might be missing from the claim forms such as medical, details about losing time from work, and details about how their injury occurred.• Communicating difficult decisions to injured workers and employers regarding their health care or lost time from work benefits.• Escalating injured worker or employer concerns about the claim to a manager as necessary. Attempt to de-escalate calls by using probing questions to determine the nature of the call/concern and reassuring the caller about the status of their claim based on the information that is readily available to me as a customer service representative.