Kelly Montgomery
Raymond Terrace ,NSW
Summary
I am a compassionate, organised and client focused Case Manager with two years' case management experience working within a complex and highest needs portfolio within the workers compensation insurance industry. I am a caring and supportive professional with excellent time management and interpersonal skills, with an attention to detail and consistently meet expectations of both, customers and stakeholder by anticipating customers' needs and expectations to achieve favorable result driven outcomes.
I have over ten years' experience within the Disability, Mental Health, Drug and Alcohol and Criminal Justice sector. This provides me with exceptional negotiating skills, effective communication styles, swift and amicable conflict resolution skills, customer and stakeholder advocacy and complex and/or high-risk problem-solving abilities and exceptional deescalation techniques. I am proficient in working within timeframes, legislative requirements and recognising and meeting and exceeding compliance schedules.
Overview
21
21
years of professional experience
Work History
CASE MANAGER
EML
09.2022 - 04.2024
- Complex portfolio management within the Workers With Highest Needs team (WWHN)
- Proactive and effective management of claims, including disability management aspects of a caseload of claims within the legislation or policy and achieving compliance within performance measures
- Strategy and Operational Performance including: Preparing and implanting strategies within timeframes to achieve optimal outcomes and minimisation of claim costs
- Liaise with all internal and external stakeholders regularly to progress strategies and actions
- Assess aspects of liability and recovery relevant to the legislation or policy
- Undertake ongoing reviews in relation to ongoing entitlements and payments
- Proactively manage rehabilitation providers and approval of rehabilitation plans/wellness plans in accordance with guidelines
- Ensure claims files are accurately and professionally updated on a regular basis
- Adoption of a service-orientated approach that is focused on early intervention and the interest of all stakeholders
- Timely and frequent contact with all stakeholders/treatment teams within a timely manner
- Review of all requests within timeframes as per legislation and tailored and empathetic delivery of adverse outcomes to all stakeholders when required
- Engagement in policy holder claims reviews and maintaining regular contact with all internal and external stakeholders
- Deeming and compliance completion within timeframes and as per legislation
- Ensure implementation and adherence to compliance measures, including privacy, WHS and high-risk protocols
- Effectively using a range of communication mediums and approaches to achieve required outcomes
- Working effectively as part of a team
- Coaching new team members, setting high standards of performance for self and others; time management, compliance, legal activities, weekly benefits, treatment requests and deeming.
COMPLEX & SENSITIVE CLAIMS ADVISOR (Psychological)
SUNCORP
01.2022 - 07.2022
- Managing Psychological workers compensation claims of a sensitive and complex nature within a specialised team
- Effective management of claims, keeping within the restraints of the NSW Workers Compensation Legislation
- Provide a high level of customer service to the legislative authority, to employers and injured workers through compliance and legislation
- Managing workflow effectively to ensure all work is completed within applicable timeframes
- Clear and concise communication with all stakeholders
- Processing wages/indexation
- Collaborating with internal and external Stakeholders on a portfolio of complex claims to ensure effective claims management
- Managing claims in accordance with legislative, regulatory, and procedural guidelines to achieve cost effective and timely claim resolutions.
COMMUNITY MENTOR
DISABILITY SERVICES AUSTRALIA
03.2020
- Assisting participants with complex support needs to integrate and engage safely into the community, through encouragement and mentoring
- Support participants to maintain their independence by promoting social, vocational and living skills
- Work with the mentoring team to break down any negative community values, and promote the dignity, independence and rights of each person
- Providing quality support to assist participants who live at supported living accommodation sites
- Providing support to participants who have had involvement with the criminal justice system/corrective services
- Provide PMVA Control & Restraint, Physical Intervention, Conflict Management and Restraint
- Enhancing the lives of people with a background in trauma & mental health through choice, inclusion, and goal setting
- Promoting living skills such as house maintenance, cooking, meal planning, budgeting, social and community participation and recognised job opportunities, Activities of Daily Living
- Developing relationships and social networks to assist participants to integrate into the community in line with the NDIS plans
- Provide personal care if required such as grooming, toileting, brushing teeth, showering
- Foster teamwork, by working collaboratively with colleagues.
HOME SUPPORT WORKER
MANNING SUPPORT SERVICES
02.2018 - 07.2019
- Assist clients with activities of daily living and providing supports such as - but is not limited to: Domestic Assistance, Social Support, Respite Services, Personal Care, Health Care in their home and within the community, wound management
- Providing professional, high quality supports in a safe and effective manner to clients and their families and all stakeholders
- Follow direction from Clients and stakeholders to enhance lifestyle management
- Providing a supportive and empathetic approach when delivering care and support to clients that are in a palliative state
- Working closely with individuals who have a diagnosis of dementia
- Communicate successfully and sensitively to a diverse range of clients, acting always in a highly professional, compassionate, non-judgmental manner
- Accurate record keeping via clinical notes
- Reporting risks/hazards within the workplace and the ability to put control measures in place
- Other responsibilities and roles as directed or as needed based on the individual client's requirements.
RESIDENTIAL SUPPORT WORKER
NEW HORIZONS
05.2014 - 08.2017
- Carry out Senior First Aid and WHS officer duties consisting of day-to-day management of the health, safety and welfare of residents and providing immediate first aid when required
- Key worker role - Providing case management to individuals to assist with their everyday living skills, health needs, support and encourage individuals in accessing community-based programs
- Development and implementation of Care-plans, Person Centered Plans, Plan reviews, service agreements and assisting individuals to develop their abilities and supports to work towards their goals and aspirations
- Adhere to Person Centered approach ensuring all individuals are given a choice and control in their support requirements
- Liaise with NDIS NSW team on behalf of individuals
- Advocate for Participants
- Liaise closely with Medical Practitioners, Psychologists, Psychiatrists, Hospitals, Sexual Health Clinic, GP's and Mental Health department
- Liaise with Government Departments, Police Department, Trustee and Guardianship, Public Guardian, Centrelink
- Daily experience with operation of computer-based programs, Carelink software package for the administration of participant information, Progress notes, Incident reports, costing line items
- Including excel, word, outlook
- Working with individuals with aggressive or unpredictable behaviors, and behaviors of concern, Mental Health, Dual Diagnosis, Criminal history, Predatory and Victim of Crime history
- Provide supports in line with Organisational Policy and Procedures and Disability Standards
- Manual Handling, Infection control, Bowel care
- Union Delegate for the ASU.
PRIVATE NURSING
DEDICATED CARERS
05.2013 - 12.2013
- Working Closely to provide individual focused supports for Patients of HNEH area as directed by Health Care Provider
- Transport, Respite, Domestic Assistance, Wound Care, Medication Supervision, Palliative care and dementia care.
ASSISTANT MANAGER
GLADSTONE HOTEL
07.2003 - 01.2006
- Day to Day running of the Bar and Kitchen establishment, set manage and maintain budgets and financial plans in order to achieve sales and profit targets
- Employ, Train and Liaise with staff to address customer complaints and ensure events run smoothly
- Source Entertainment events for establishment
- Advertise and promote upcoming events through Radio and Press
- Reconciliation, Banking, Poker Machine, TAB, KENO operations
- Exceptional Customer service and problem-solving skills
- Rostering.
Skills
- Case Management
- Regulatory Compliance
- Client Advocacy
- Records Management
- Community Outreach
- Conflict Resolution
- Documentation And Reporting
- Organization and Multitasking
- Problem-Solving
- Interdisciplinary Collaboration
- Stakeholder Collaboration
- Crisis Intervention
- Resource Management
- Case Needs Assessment
- Case Planning
- Decision-Making
- Email and Telephone Etiquette
- Quality Assurance Controls
- Annual Case Reviews
- Treatment Planning
- Emotional awareness
- Relationship Building
- Positive Attitude
Certificates And Courses
- CERTIFICATE IV | MENTAL HEALTH
- CERTIFICATE III | AGED CARE
- CERTIFICATE III | HOME AND COMMUNITY CARE
- CERTIFICATE II | BUSINESS
- MENTAL HEALTH FIRST AID
- WORKING WITH CHILDRENS CHECK
- WHS DIPLOMA | PARTIAL COMPLETION
- MOOC | UNDERSTANDING DEMENTIA | PREVENTING DEMENTIA
- FIRST AID / CPR
- BOWEL CARE | TRAINING
- EPILEPSY AWARENESS
- DUTY OF CARE / DIGNITY OF RISK | TRAINING
- RESTRICTIVE PRACTICE | TRAINING
- P.A.R.T TRAINING | |PREDICT, ASSESS, RESPOND TO CHALLENGING/AGGRESSIVE BEHAVIORS
- IMMEDIATE TRAUMA RESPONSE | TRAINING
- MEDICATION MANAGEMENT| TRAINING
- PMVA TRAINING | PREVENTION AND MANAGEMENT OF VIOLENCE AND AGGRESSION
- COVID TRAINING
References
References available upon request.
Timeline
CASE MANAGER
EML
09.2022 - 04.2024
COMPLEX & SENSITIVE CLAIMS ADVISOR (Psychological)
SUNCORP
01.2022 - 07.2022
COMMUNITY MENTOR
DISABILITY SERVICES AUSTRALIA
03.2020
HOME SUPPORT WORKER
MANNING SUPPORT SERVICES
02.2018 - 07.2019
RESIDENTIAL SUPPORT WORKER
NEW HORIZONS
05.2014 - 08.2017
PRIVATE NURSING
DEDICATED CARERS
05.2013 - 12.2013
ASSISTANT MANAGER
GLADSTONE HOTEL
07.2003 - 01.2006
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