Barbara Smith

• Strategically managed and monitored workers' compensation premium triggers, driving effective claims management, and cost containment.
• Led and facilitated high-level case strategy, multidisciplinary conferences, and complex claims reviews to ensure aligned decision-making.
• Acted as a key liaison with brokers, insurers, and internal stakeholders to embed early recovery and return-to-work (RTW) strategies within business units.
• Expanded scope to include case triage, referral pathway coordination, and performance oversight of rehabilitation and support partnerships.
• Provided strategic oversight on provider utilization, and engaged additional providers to address care gaps, ensuring timely, best-practice interventions.
• Spearheaded early intervention initiatives, reasonable adjustments, and RTW processes, fostering a proactive and supportive injury management culture.
• Designed and enhanced reporting dashboards for Workers’ Compensation and Salary Continuance portfolios; co-developed bi-monthly internal reporting tools for leadership visibility on injury/illness trends.
• Delivered expert advice to influence WHS strategy, regulatory compliance, and sustainable improvement in managing psychological health and safety risks.
• Provided leadership coaching and consultation to executives and managers on psychological risk, psychosocial hazards, and mental health obligations.
• Maintained strong relationships with insurers, healthcare providers, treating professionals, and internal teams to ensure optimal outcomes for injured employees, and the firm.

• Collaborated with stakeholders to define the vision and strategic direction for Workers’ Compensation, Salary Continuance, and well-being support, directly influencing policies adopted firm wide.
• Developed operational and project plans aligned with PwC’s P&C strategy, contributing to a 20% improvement in response time for health and injury support requests.
• Built strong relationships with internal teams, insurers, brokers, health professionals, and rehabilitation providers, enabling streamlined care coordination, and improved employee experience.
• Autonomously managed a high-volume caseload of complex Workers' Compensation, Salary Continuance, and wellness cases, achieving a 94% return-to-work success rate.
• Delivered tailored Return to Work (RTW) plans and coordinated support services, reducing average recovery time by 22% across supported cases.
• Performed ergonomic assessments and facilitated timely equipment provision, contributing to a 10% reduction in workplace injury recurrence.
• Oversaw wellness support project delivery, ensuring all initiatives were completed on time and within scope, enhancing the visibility and impact of wellness programming.
• Enhanced health and wellness reporting systems result in real-time insights into case trends, enabling proactive risk mitigation.
• Responded to wellness inquiries and managed caseloads, improving internal service satisfaction scores by 18% over 12 months.
• Participated in case reviews and provided expert recommendations, driving improved recovery outcomes, and strengthening early intervention practices.
• Led continuous improvement efforts that identified and implemented process efficiencies across wellness services, increasing team capacity, and delivery consistency.
• Maintained open communication and escalation of high-risk issues, ensuring timely resolution, and minimal disruption to project timelines.

• Supported end-to-end management of workers' compensation and income protection claims, ensuring timely processing and high-quality employee support.
• Designed and executed tailored Return to Work (RTW) plans, achieving a 30% improvement in reintegration speed across supported cases.
• Conducted over 500 ergonomic assessments, leading to a 25% reduction in workplace injury rates through proactive risk mitigation.
• Collaborated with internal stakeholders and external insurers/brokers to optimize case management, improving resolution timelines, and service quality.
• Oversaw a centralized claims database, enhancing case tracking and reporting accuracy by 40%, and enabling data-driven decision-making.

Injury Management and Wellbeing

• Supported the end-to-end processing of Workers’ Compensation and Salary Continuance claims, providing empathetic and effective recovery support to employees.
• Developed and implemented tailored Return to Work (RTW) plans, facilitating smooth and timely reintegration into the workplace.
• Conducted ergonomic assessments and managed the full lifecycle of equipment provision to ensure safe and compliant work environments.
• Improved data accuracy and compliance by maintaining a centralized claims database, enhancing reporting, and case tracking.

HR Project Involvement

• Actively contributed to Diversity and Inclusion (D&I) initiatives, supporting programs that fostered equity and belonging across the organization.
• Assisted with Global Mobility processes, facilitating smooth international transitions for relocating employees.
• Supported graduate recruitment campaigns and onboarding processes, helping to ensure a positive candidate and employee experience.
• Coordinated Learning and Development (L&D) activities, including training schedules, communications, and stakeholder engagement.
• Contributed to talent and workforce planning efforts, aligning resource strategies with evolving business needs.