CHANTEL JOHNSTON
Newcastle,NSW
Summary
I am searching for a full-time permanent position within the personal injury insurance division, ideally as a Technical Specialist within the Workers Compensation scheme, with the option of flexibility. I have experience in managing following types of claims: Complex Medical Only Tail Claims, Tail Claims, WID Claims, SME Claims, Corporate Claims and AP Claims. High performer with the ability to achieve lasting outcomes. I have experience managing a high workload with 130+ claims while maintaining good client and service provider relationships. I also have experience assisting teams with their claims as a complex tail claim advisor. I have a desire to grow my career in the personal injury division while maintaining a good lasting relationship with my employer.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Case Manager – Worker’s Compensation
Allianz Insurance
06.2023 - Current
- Senior Claims Manager specialising in Complex Tail Claims and Corporate Clients within the Workers Compensation sector
- Responsible for managing a portfolio of high-risk claimants with a strong focus on compliance and sustainable outcomes
- Coach and mentor team members on relevant legislation and support during system rollouts
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
- Team Champion for Section 38 decisions and Genesys platform, leading initiatives to enhance accuracy and efficiency
- Provided leave coverage as Acting Technical Specialist, assisting teams with strategic decision-making, compliance audits, coaching, and interpretation of legislation
- Work collaboratively with internal and external stakeholders to deliver tailored claim strategies and optimise return-to-work outcomes
- Trained and onboarded new hires to perform effectively in their roles
Claims Advisor
GIO Suncorp
09.2021 - Current
- Claims Advisor in the Worker’s Compensation sector managing portfolios of injured workers
- Specialising in complex tail portfolio management with experience in SME and corporate claims
- Liaising with a variety of stakeholders and insured workers via phone and email
- Accurately reviewing and assessing claims and managing workflow to ensure activities are completed within applicable timeframes
- Analysing written and verbal language to gauge the health and safety of mentally compromised workers
- Conducted day-to-day administrative tasks to maintain information files and process paperwork
- Followed up on potentially fraudulent claims
Digital/Customer Service Representative
Service NSW
12.2019 - 09.2021
- Assisting customers conducting online transactions with Service NSW and providing assistance with various forms and preparation for over the counter transactions
- Concierge customer service model
- Conduct counter transactions, money handling, paperwork organisation, high risk transactions, liaising with other government departments
Crew Trainer
McDonald's
03.2015 - 07.2019
- Take food and drink orders and receive payment from customers
- Cook the exact number of items ordered by each customer
- Work on several different orders simultaneously
- Serve orders to customers at windows and tables
- Prepare and serve beverages such as coffee
- Schedule activities and equipment use with managers
- Train and coach various crews
Market Research Interviewer
Micromex Research
10.2017 - 12.2018
- Collect and analyse data over the phone on customer demographics, preferences and needs to identify potential markets and factors affecting product demand
- Devise and evaluate methods and procedures for collecting data, such as surveys, opinion polls, or questionnaires, or arrange to obtain existing data
Education
Higher School Certificate - HSC
Wyong High School
Wyong, NSW09.2018
Skills
- Call Manner
- Knowledge of Worker’s Compensation Legislation
- Customer Service
- Empathy
- Conflict Resolution
- Problem Solving
- Adapting
- Microsoft Applications Adept
- Case assessment
Certification
Certificate III in Customer Engagement
Certificate III in Retail Services
Certificate II in Hospitality
Awards
Duke of Edinburgh Bronze Award
2016 NSW Student Volunteer of the Year - Central Coast Winner, NSW State Finalist
Bendigo Bank Junior Directorship
Lions Club Youth of the Year
Timeline
Senior Case Manager – Worker’s Compensation
Allianz Insurance
06.2023 - Current
Claims Advisor
GIO Suncorp
09.2021 - Current
Digital/Customer Service Representative
Service NSW
12.2019 - 09.2021
Market Research Interviewer
Micromex Research
10.2017 - 12.2018
Crew Trainer
McDonald's
03.2015 - 07.2019
Higher School Certificate - HSC
Wyong High School
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