CLAUDIA JIMENEZ
Sydney,Australia
Summary
Proficient Senior Case Manager prepared to bring experience and professional knowledge to new role with room for growth and advancement. Specializing in resource advocacy, case planning, and team communication. Excellent communicator and problem solver with a focused and results-oriented approach.
Overview
7
7
years of professional experience
Work History
Senior Case Manager
Allianz
Sydney, NSW
03.2025 - Current
- Managed complex case files in Nominal Insurer space for diverse client needs and insurance claims.
- Reviewed documentation for compliance with regulatory requirements and company policies.
- Mentored junior case managers to enhance team performance and service delivery.
- Resolved client inquiries promptly to ensure satisfaction with services provided.
- Maintained accurate records of complaints and resolutions in the system.
- Conducted follow-ups with customers to ensure satisfaction after resolution.
- Ensured accuracy and consistency in all written documentation and reports.
- Developed comprehensive reports to support decision-making processes.
- Adhered to professional standards of practice while maintaining a high level of confidentiality.
SENIOR CASE MANAGER
Gallagher Bassett
Sydney, Australia
08.2024 - 01.2025
- Oversee and coordinate complex cases within a non-exempt portfolio of 45-60 claims
- Collaborate with healthcare providers, social services, and community resources to ensure clients receive necessary support and services
- Regularly review and update client return to work and injury management plans based on progress and changing needs, ensuring continuity of care
- Participate in program evaluation and quality improvement initiatives to enhance service delivery
- Excellent verbal and written communication abilities for effective interaction with clients, families and employers
- Ability to assess situations quickly and develop effective strategies to address client needs
- Strong organisation skills to manage multiple cases and priorities efficiently
- Coordinated services between multiple agencies, providers, and stakeholders to ensure optimal outcomes.
- Prepared and presented case reports and summaries to stakeholders and management.
CASE MANAGER
Employers Mutual Limited
Sydney, Australia
08.2023 - 08.2024
- Utilized knowledge of insurance principles, policies, and procedures to make decisions on risk assessment.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies
- Communicate and build rapport with stakeholders to progress claims and return to work for injured workers
- Skilled at working independently and collaboratively in a team environment
- Actively participated in claim discussions with Command contacts to ensure complex psychological claims were being managed appropriately and strategies were in place to assist with transitions outside of the Police Force
- Handled administrative procedures to meet objectives set by quality assurance and senior management requests.
- Confidently coached junior/new case managers in policies, general procedure and legislation.
STUDENT PHARMACY ASSISTANT
Chemist Warehouse
Mango Hill, Australia
05.2023 - 07.2023
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
- Helped with the preparation and dispensing of prescriptions under the supervision of a licensed pharmacist
- Assist in managing stock levels, organizing products and restocking shelves
- Maintain strong knowledge of basic medical terminology to better understand services and procedures
- Enter prescription information into pharmacy software accurately
- Delivered quality care to customers through close collaboration with pharmacist.
- Managed and received inventory by checking deliveries, counting stock, monitoring medication expiration dates and placing orders.
- Enhanced understanding of pharmaceutical products and healthcare practices
ONLINE FULFILLMENT MANAGER
Kmart
Top Ryde, Australia
02.2023 - 06.2023
- Resolved problems, improved operations and provided exceptional service
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Proven ability to develop and implement creative solutions to complex problems
- Developed and maintained relationships with customers and suppliers through account development
- Managed and motivated employees to be productive and engaged in work
- Handled departmental scheduling to maintain proper staffing for shifts.
- Developed and documented standard and emergency operating procedures for receiving and shipping products or materials.
- Developed and maintained an efficient process for order fulfillment to ensure accuracy and timely delivery of goods.
- Evaluated performance trends to determine areas in need of improvement.
ONLINE TEAM LEADER
Kmart
Macquarie & Fairfield, Australia
08.2021 - 02.2023
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Exercised leadership capabilities by successfully motivating and inspiring others
- Led the team in group projects, delegated tasks and provided feedback
- Completed general labor tasks such as loading and unloading material, cleaning up packing sites and operating heavy machinery
- Applied effective time management techniques to meet tight deadlines
- Created training materials and conducted group trainings on new processes or procedures.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Maintained a positive work environment that promoted collaboration between team members.
MEDICAL RECEPTIONIST
Dr V Yang Gynecology
Ryde, Australia
12.2021 - 01.2023
- Coordinated patient scheduling and payments for billing
- Managed office bookkeeping with insurance billing and patient payments
- Performed various administrative tasks by filing, copying, and faxing documents.
- Delivered high-quality administrative and customer service to sustain patient and workflows.
- Ordered office supplies as needed to maintain inventory levels.
- Arranged hospital admissions for patients as required.
- Informed patients of financial responsibilities prior to rendering services.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Received and routed laboratory results to correct clinical staff members
- Assisted with filing of medical records and documents, maintaining accurate electronic files.
CUSTOMER SERVICE TEAM MEMBER
Kmart
Fairfield, Australia
03.2018 - 08.2021
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered exceptional customer services to every customer by leveraging extensive knowledge of products and services, creating welcoming, positive experiences
- Responding proactively and positively to rapid change
- Delivered prompt service to prioritize customer needs
- Trained staff on operating procedures and company services
- Maintained up-to-date knowledge of product and service changes
- Answered customer inquiries via phone, email, and chat.
- Greeted customers and provided prompt, courteous service.
Education
HIGHER SCHOOL CERTIFICATE -
Cerdon College
NSWDiploma - Business
Torrens University Australia
Skills
- Collaborative Manager
- Analytical Problem-Solving
- Team Development
- Customer service
- Strategic Planning
- Team leadership
- Time Management
- Employee Supervision
- Adaptable Multi-Tasking
- Operations Support
- Case Management
- Customer Interaction Effectiveness
- Report writing
- Mentoring junior staff
References
References available upon request.
Timeline
Senior Case Manager
Allianz
03.2025 - Current
SENIOR CASE MANAGER
Gallagher Bassett
08.2024 - 01.2025
CASE MANAGER
Employers Mutual Limited
08.2023 - 08.2024
STUDENT PHARMACY ASSISTANT
Chemist Warehouse
05.2023 - 07.2023
ONLINE FULFILLMENT MANAGER
Kmart
02.2023 - 06.2023
MEDICAL RECEPTIONIST
Dr V Yang Gynecology
12.2021 - 01.2023
ONLINE TEAM LEADER
Kmart
08.2021 - 02.2023
CUSTOMER SERVICE TEAM MEMBER
Kmart
03.2018 - 08.2021
HIGHER SCHOOL CERTIFICATE -
Cerdon College
Diploma - Business
Torrens University Australia