Ana Meded

• Managing a team of technical specialists including providing support in performance planning and reviews, professional development and coaching
• Managing the delivery of claims management audit services and oversight of claims performance at self insurers to ensure WorkSafe has accurate, thorough and timely information regarding claims management performance, thereby allowing statutory decisions to be made regarding the approval or renewal of a body corporate as a self-insurer.
• Continually reviewing and evaluating the current claims management audit practices and procedures to ensure that WorkSafe claims management auditors are operating strategically to improve the claims management performance of self-insurers.
• Developing, authorising, and leading the implementation of operational policies and procedures to enable the consistent delivery of high quality claims management audit services.
• Undertaking analysis of claims management audit findings and related data/information to determine and develop strategies to improve claims management performance at self-insurers.
• Representing WorkSafe externally to the Self Insurer Association Victoria (SIAV), other self-insurance jurisdictions, employer and employee representative groups and self-insurers.
• Liaising with local and national stakeholders (including other insurance and compensation regulators) to drive national harmonisation projects specific to self-insurance.
• Monitoring the general business environment to identify emerging issues and risks, and developing influencing strategies and improvements to WorkSafe's claims management audit services and self insurance related services.
• Deliver effective management and leadership in a business environment of transformation and cultural change.
• Providing high level technical and policy advice on WorkSafe's self-insurance regulatory program to WorkSafe senior and executive leadership and to senior managers of self-insurers.
• Co-ordinating or contributing to the delivery of other claims management audits required for the Return to Work Victoria unit

• Lead and co-ordinate claims management regulatory audits and decision making audits of self-insurers, and complete incisive and well written reports to self-insurers to summarise their performance on various matrices to ensure that self-insurers meet the required claims management standards.
• Co-ordinate the audit process with self-insurer stakeholders, by communicating with self-insurers and providing accurate and timely documentation;
• Build and maintain strong relationships with self-insurers and key stakeholders to understand issues and influence outcomes to achieve agreed goals;
• Review SISAP (Self-insurer Self Audit Program) proposals and SISAP reports in collaboration with Portfolio Managers on creating remedial action plans and monitoring these as required to ensure compliance with regulatory requirements;
• Actively supporting and driving own understanding and that of the broader team in relation to all matters pertaining to the WIRC Act (2013) including claims related policies and processes, the Online Claims Manual and organisational and community expectations relating to the management of claims;
• Undertaking analysis of audit results and work collaboratively within the branch to enhance knowledge sharing, anticipate and identify trends, issues and/or emerging risks that may impact on the claims management performance of self-insurers;
• Educate self-insurers and other key stakeholders by providing recommendations on work practices relating to claims management;
• Accountable for creating and capturing accurate and complete records of the business activities related to this position, in accordance with approved policy and procedures

• Responsible for allocation of new complaints to Complaint Resolution Officers based on current caseload, complexities and resourcing availability
• Offer ongoing support and management of all complaints including any follow up work, challenges and resolutions;
• Conduct weekly audits of Complaint Resolution Officers current caseload, to support a higher resolution rate of open complaints, and to identify development opportunities for customer service improvements for complaints management, including trends, challenges and functions;
• Determine the most appropriate course of action in relation to the specific subject of complex complaints as escalated by Complaint Resolution Officers;
• Identify, resolve and implement resolutions related to Agents complaints and to provide informed advice to Agents and other relevant stakeholders when escalated from Complaint Resolution Officers;
• Act as the lead technical expert for complaints management systems and processes and be responsible for the management and improvement of related workflows;
• Provide expertise and guidance to Complaint Resolution Officers on complex calls and where appropriate, take steps to resolve issues prior to escalating to the Manager;
• Support and develop the team's capability to ensure complaints are effectively managed, including conducting file reviews, audits and providing constructive feedback;
• Continually refine existing initiatives focusing on improving quality service and decision making as a result of trends in complaints
• Identify potential risks to the Service Improvement and Complaints branch, and recommend, develop and implement strategies to mitigate the risks;
• Undertake management of challenging client relationships, including managing unreasonable complainant conduct;
• Ongoing deployment of the Advisory and Licensing Divisional QA program including assessments, feedback, analysis and reporting and working with the CCT manager to ensure gaps and opportunities at both an individual, team and branch level are being addressed;
• Accountable for creating and capturing accurate and complete records of the business activities related to this position, in accordance with approved policy and procedures

• Inform, educate and advise stakeholders in the application and implementation of procedures, processes and the interpretation of policy and legislation;
• When appropriate, intervene to ensure relevant matters are resolved in a timely and satisfactory manner; Liaise in a professional manner with all WorkSafe Victoria stakeholders and general community;
• Manage stakeholder concerns and issues through to resolution and provide information to stakeholders to assist in their understanding of the solution or process;
• Manage issues efficiently and effectively within scope of authority and escalate those outside of policy, precedence or authority level;
• Assist in the identification of continuous improvement initiatives and actively contribute to identifying options and ideas, based on client interaction and changes to legislation or WorkSafe policies and procedures, to support the development of business solutions aimed to improve the client experience;
• Preparation of Ministerial and Executive briefs as required;
• Monitor own compliance to policy and procedures, and ensure a high level of data integrity in all required processes;
• Manage and respond to complaints both via email and telephone, and where appropriate, escalate concerns through to the appropriate area of WorkSafe as per policies and procedure;
• Continuously liaising with Advisory Leadership, to ensure we are across the day to day operation and changes, including representing the Complaints Team at weekly stand ups;
• Identify potential updates to internal processes for the team, to ensure we are delivering consistent advice;
• Participating in various projects to improve ways of working throughout the scheme;
• Accountable for creating and capturing accurate and complete records of the business activities related to this position, in accordance with approved policy and procedures

• Support Officers and Coordinators to manage all aspects of IME recruitment and ongoing management of the IME panel ensuring data integrity, maintaining appropriate documentation; Review IME reports and collect data on service delivery
• Engage with IMEs on performance management and service processes;
• Answer, manage and escalate where needed, queries from the Provider Inbox to Subject Matter Experts (SME) for resolution;
• Assist wider Recovery & Performance division (Coordinators & Officers) with their portfolios policy & legal liaising, project & program management;
• Manage all stakeholder interactions with a client centric, empathetic and responsive approach;
• Liaise with internal and external stakeholders;
• Identify and implement initiatives to maximise the efficiency and effectiveness of IME recruitment and management processes;
• Accountable for creating and capturing accurate and complete records of the business activities related to this position, in accordance with approved policy and procedures

• Understanding and applying legislation, policies and procedures whilst providing advice, procedural guidance and administrative support to employees and general public;
• Monitoring and reporting on the achievement of business outcomes, key performance indicators and quality assurance in managing overall performance;
• Liaising with other staff and teams to resolve and/or escalate program and policy issues;
• Collaborate with stakeholders to resolve escalated and/or sensitive customer complaints and systemic issues;
• Collaborate with other staff in immediate area and in other areas of the agency;
• Knowledge and demonstrated use of workload management tools and government systems;
• Researching, analysing and making sound decisions using appropriate judgement and the ability to use and prioritise workload in the context of competing priorities;
• Learn quickly in a fast-paced environment that requires flexibility and personal resilience;
• Working in a virtual and physical team environment, managing own workload and changing priorities;
• Building and maintaining relationships and engaging with diverse groups of people and stakeholders

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