Sandy Williams Email & Phone Number

Toronto, Ontario, Canada

* Deliver a Quality Assurance Program that provides continuous improvement by reviewing customer interactions with the WSIB and completing quality evaluations of Employer Services employees. * Review telephone calls between employee and external customers to ensure correct information was provided and the most appropriate actions were take. To help the customer as per the Employer Services Account Specialist, Account Representative and Collections Specialist job profiles. * Provide business managers positive and developmental feedback for identified areas of improvement and trends within their team / employees to encourage coaching conversations. * Identify and provide training opportunities for staff with performance gaps.* Initiate process improvements by conducting systematic, data driven call studies and customer experience mapping based on trending behaviours. * Participate in monthly calibration sessions with business area management team by actively contributing to discussions to encourage a collaborative discussion to ensure calibration between managers and the quality assurance team. * Support all recommendations with resources, processes and logic to help influence and promote best practices.

Kitchener, Ontario, Canada

- Render decisions on account related inquiries via multiple channels such as telephone and mail for all employers based on legislation, policy and best practices. - Communicate all decisions rendered via telephone, in writing and/or in person to workplace parties. Prepare detailed documentation and correspondence as required, providing rationale for decisions and ensuring all appropriate WSIB systems information and employer files remain up to date.- Assess, explain and resolve account inquiries and make necessary changes to the accounts as businesses evolve or change. - Manage, render and communicate employer account decisions such as worker status, employer classification and penalties/charges due to non-compliance. - Account maintenance including processing insurance earnings, ownership change, reclassification, closures and mergers/amalgamations. - Inform parties of their rights, responsibilities and obligations under WSIA and applicable legislation, and the consequences of non-compliance.- Resolve disputes, handle requests for reconsideration and, if unresolved, arrange access and process the objection/appeal.- Manage employer non-compliance including the identification and registration of unregistered employers through revenue recovery initiatives. This includes determining if a breach of obligations had occurred and register, classify, make account adjustments and issue penalties as appropriate. - Provide highly responsive, accurate and timely service.

Kitchener, Ontario, Canada

• Inform parties of their rights, responsibilities and obligations under the WSIA and applicable legislation and the consequences of non-compliance.• Proactively collect and document relevant information from workplace parties and health care providers required for eligibility decisions and respond to inquiries.• Assess case and plan towards best outcomes. Make timely and accurate eligibility decisions and communicate them, verbally and in writing. • Support workplace parties in their return to work efforts by sharing any available information about the workers’ capabilities and/or precautions. • Ensure appropriate earnings information is on file in order to determine the appropriate duration and level of benefits. • Review and monitor cases until closure or transition to a Case Manager, assessing return to work and recovery factors to differentiate cases requiring Case Manager expertise. • Identify and refer cases to appropriate internal WSIB parties (Payment Specialist, Nurse Consultant, Account Specialist, Legal Services) to gain their expertise on various components of a claim when the need for appropriate intervention is recognized and follow up with them as required. • Attempt to prevent or resolve disputes, handle requests for reconsideration and, if unresolved, arrange access and process the objection. • Perform other related duties as assigned or required such as participation in the development and implementation of business plans and projects.

Waterloo, Ontario, Canada

• Liaising with internal departments, board administrators and members to provide information and response to inquiries regarding benefit maintenance and procedure issues, member claim issues, coverage, effective dates and outstanding information. • Actively participates in process review, process improvement and process documentation, as required. • Preparing, analyzing and verifying reports designated in support of board benefit administration. • Administering leaves of absence ensuring all required information has been obtained.

Kitchener, Canada Area

▪ Assessed long term disability and waiver of premium claims including the identification and analysis of medical, contractual and eligibility information; Partnered with health care practitioners, employers, rehabilitation specialists and claimants to develop case management action plans while making timely decisions on the direction of each claim. ▪ Provided a positive customer experience by consistently interacting with applicants to confirm their current functional abilities and interacting with plan sponsors to ensure they are provided timely updates regarding the direction of the claim.▪ Managed a high volume, full case load of 85 challenging claims after five months of being in the role resulting in timely decisions while ensuring excellent client services.▪ Received positive feedback from plan members on support quality, sincerity and process timeliness; Awarded several praises from colleagues, supervisors and managers recognizing work excellence, attitude, initiative and team player spirit (2004-2016).

Waterloo, Canada Area

▪ Assisted with high volume small business advisor questions regarding administration, claims, benefits, disability, website navigation and sensitive situations.▪ Proactively collected and documented relevant information to quickly assess and address inquiries while developing strong relationships with advisors.▪ Created training documentation for the advisor support team to improve process effectiveness and efficiency.▪ Leveraged strong time management skills and attention to detail to effectively handling upwards of 90 inquiries per week, surpassing the weekly expectations by 40 inquiries.▪ Recognized by advisors for providing information accuracy and service quality.

Waterloo, Ontario

▪ Processed complex health claims and reviewed contract provisions and administration practices, consistently meeting quality and productivity objectives; Provided training and support to new adjudicators.▪ Quickly mastered the senior level role, initiating process design and creating adjudicator training documentation such as workflow charts to facilitate daily operations - Received the 2012 Spirit Award for the revision of the Private Duty Nursing Tech Referral Form approved for use in all Manulife offices across Canada.

Waterloo, On

▪ Accurately analyzed claims processing and history through research and investigation to provide practical answers to member inquiries; Managed a high volume of calls while providing exceptional customer service.

Leadership Certification, Leadership

Lean Six Sigma Yellow Belt, Effeciency And Consistency In Process And Customer Service

Certificate In Adult Education, Adult And Continuing Education And Teaching

Bachelor Of Business Administration (Bba), Business Administration And Management, General