Vocational and Motivational Counselling that empowers clients to successfully work through the rehabilitation and return to work process

Responsible for driving the delivery of high quality care services to the Insurance Portfolio of customers through proactive internal and external engagement. An advocate for the customer portfolio in training and delivery and internal process development. Coordinate the delivery of nominated customer services through the branch networkTake a structured and effective approach to customer service agreementsWork with the Relationship Team and Care Teams to intimately understand the customers needsAlign internal systems to ensure ultimate consultant supportProviding input and review of customer tenders and proposalsCoordinate activities across the Care branch networkInvestigating poor performance feedback and complaintsTake corrective action when poor performance is identifiedResponsible for the service delivery standards on each nominated accountBuild solid, trusted relationships with team members, customersRegularly communicates with internal and external customersAnalyse, diagnose and execute ongoing service improvement

● Maintaining excellent working relationships with all stakeholders to deliver effective vocational rehabilitation, including Allied Health providers, Treating Medical Practitioners and Specialists) to deliver effective vocational rehabilitation.● Managed stakeholder relationship enquiries to promptly respond to requests and follow up on individual requirements.● Maintenance of case load in excess of 30 files ● Achieved high return to work outcomes consistent above 90% for same employer services● 100% repeat referral rate demonstrating attainment of customer loyalty

● Grew preferred provider portfolio by 65%.● Developed proposals to match customer requirements converting 85% of business development targets to active customers.● Strong influencing skills applying these to attain customer/revenue growth targets and motivated staff to be their best.● Maintained strong provider relationships with local agent Provider Managers resulting in customer retention and growth of insurance portfolio by 25% in 12 months.● Conducted file reviews both in house and with Insurers to assist with implementing strategies to obtain successful return to work outcomes.● Undertook system process improvements (target 1 x per month) to improve efficiency in supporting case management and administrative systems enabling consultants to focus on professional, revenue generating activity.● Training, supervision and mentor of both graduate and Senior Consultants adapting personalized development plans to suit the requirements of the individuals’ competency level and professional growth goals. ● Maintaining good working relationships with all stakeholders to deliver effective vocational rehabilitation, including Allied Health providers, Treating Medical Practitioners and Specialists) to deliver effective vocational rehabilitation.● Managed stakeholder relationship enquiries to promptly respond to requests and follow up on individual requirements.● Effective complaints management process● Maintenance of case load in excess of 30 files ● Achieved high return to work outcomes consistent above 90% for same employer services● 100% repeat referral rate demonstrating attainment of customer loyalty● Co-presented to WorkSafe Victoria with the Director of Insite resulting in approval as a Workplace Rehabilitation Provider in Victoria. ● Key account management for corporate clients

Operationalizing service level agreements and contractual obligations across 5 offices in SA and NSW. Regular service delivery meetings with Claims Agents for WorkCover SA and Self Insured IndustryCreation of innovative workplace rehabilitation solutions in response to various client challenges, such as assessing the need for medical recommendations including vocational direction, activities of daily living assistance, whilst liaising with Allied Health, Treating Medical Practitioners, Employers and Employer Representatives, Case Managers, Legal Representatives and all treating medical providers to deliver timely and effective rehabilitation and return work outcomes for all stakeholders.Conducted in house strategic file reviews to assist with implementing strategies to obtain successful return to work outcomesAttendance at strategic reviews with Team Leaders & Management from Insurance Agents to assist with implementing strategies to obtain successful return to work outcomes.Account Management of corporate clients and preferred provider relationships. Mentoring of Graduate and Current Consultants to ensure continuous improvement and achievement of KPI’s.Developed and nurtured productive relationships with key internal and external stakeholder groups encompassing colleagues and management as well as a diverse client base.Worked effectively, autonomously and collaboratively with teams to ensure all tasks were achieved in accordance with tight timeframes, budgetary constraints and client specifications.Act as a customer interface and first point of contact for all Insite clientsAbility to work with teams to engage, motivate and inspire utilizing a person centered approachContributed to the development of organizational strategic vision, mission, shared values and common goals and aligned these with the vision. mission, values and goals contributing to organisational success.

● Managed daily referral activities of the branch whilst identifying new business opportunities and creating sales potential.● Conducted file reviews both in house and with Insurers to assist with implementing strategies to obtain successful return to work outcomes● Training and supervision of Graduate and Senior Consultants ● Maintaining good working relationships with all stakeholders to deliver effective vocational rehabilitation, including Allied Health providers, Treating Medical Practitioners and Specialists) to deliver effective vocational rehabilitation.● Managed stakeholder relationship enquiries to promptly respond to requests and follow up on individual requirements.● File allocation to consultants in the pre-injury team● Maintenance of case load in excess of 35 files ● Achieved high return to work outcomes ● Effective use of time management skills to deliver prompt and efficient onsite service to clients.● Implementation and delivery of Return to Work Plans to effectively rehabilitate workers.● Overhaul of the internal database/rehabilitation specific information technology database.