Lauren White

As a member of the Operations team within the Medical Support Panel (MSP), I am responsible for the implementation and reporting on ongoing and new initiatives.

A primary focus of this role is the identification of continuous improvement opportunities for the medical support panel, and its functions within the scheme.

This incorporates developing and implementing required changes, as well as providing strategic support to the Medical Support Panel Operations Manager and stakeholders impacted.

Key areas for my focus include:

• Providing a solution-focused approach by developing strategies and providing operational direction to progress business practices and procedures for the Medical Support Panel.
• Identifying and managing business improvement opportunities and associated initiatives, including project plans, resources, policies, procedures, protocols, and key stakeholder consultation, delivering strategic change across the business.
• Undertaking research and analysis to support the management of the panel to ensure consistent and appropriate outcomes are provided to injured workers, in consultation with occupational physicians and psychiatrists.
• Engaging and fostering positive relationships with key internal and external stakeholders, and undertaking the management of interdependencies. These include Claims Service Providers, Injury Management Specialists, MSP clinicians, and executives.
• Working closely with the icare learning and development team to review, develop, and assist with the delivery of MSP training materials to facilitate continuous learning for agents in the application of the MSP process.
• Performing a range of weekly, monthly, and quarterly data-related activities in invoicing for MSP services, consultations, portal referrals, claim service providers reporting, and other ad-hoc data requests, as required.
• Monitoring, assessing, and reporting to the MSP Operations Manager on any privacy issues, conflict of interest concerns relating to the Panel, and monitoring and resolving stakeholder escalations in relation to panel services and recommendations.
• Assist in the creation of high-quality communications, including presentations and statistics, for the delivery of accurate and timely MSP information to internal and external stakeholders.
• Assist in the generation of medical insights and trends, working to disseminate or present the information to appropriate stakeholders.
• Provide subject matter expertise to clinicians and claim service providers regarding NSW workers' compensation legislation in daily case discussions.

My previous role entailed supporting the MSP manager and clinicians in the daily operational functions of the panel. This included managing two coordinators in supporting and delivering the successful operations of the Medical Support Panel.

Some of the tasks associated (but not limited to) were:

• Identify and drive solutions for all MSP operational issues.
• Working with the operational advisor to assist with identifying and drafting processes and procedures to support developing and existing policies.
• Engaging with internal and external stakeholders to facilitate all MSP referrals, from receipt to recommendation.
• Develop quality reporting and dashboards for CSPs on a monthly basis.
• Assisting with monthly invoice generation, including aged debtors, and working closely with finance.
• Subject matter advice and assistance with the development of learning packages within the MSP.
• Facilitation and coordination of packages to CSPs.
• Assisting the Operations Advisor and MSP Manager in driving new and existing initiatives, working to timeframes such as knowledge articles' uplifts.
• All aspects of the oversight of work allocation for O.P.s and psychiatrists, including consult rostering and case allocation.
• Train and lead subject matter for the coordinators on all aspects of BAU within the MSP.
• Monitor and drive IME issues, liaising with the strategic development team to resolve and report issues.
• Manage and oversee the MSP Quality Review for all specialists, ensuring quality recommendations are provided to claim service providers.
• Update and provide input on the Specialist and Coordinator operations manuals, as well as the internal and external operating manuals.
• Provide advice to specialists on legislation and case management practices.
• Assist the CSPs with MSP subject matter expertise.

Previously employed within the Section 39 Workers Assistance Program under the RTW&S banner, my role entailed influencing the effective rollout and implementation of the program operationally within Scheme Agents. This program of work was associated with legislative reform and affected over 4,500 participants in the scheme.

The purpose of the role was to provide agents in-house technical support, guidance, and advice while reporting on the progress of the claim's allocation and the development of each claim within the portfolio.

Some of the task requirements were:

• Support, coach and influence CSP’s to provide the best quality customer experience to vulnerable claimants affected by the change.
• Work collaboratively with the implementation and project team to communicate progress against targets, identify and overcome any potential or current issues, ensuring the delivery of solution-based outcomes.
• Provide reporting on anomalies across the project that will impact outcomes, i.e. MMI has not been reached.
• Liaise with Scheme Agent contacts and Case Managers on service provision and transition of services.
• Provide input and assist in planning where there are issues, questions, or support required with permanent impairment assessments.
• Provide input and assist in planning where there are barriers to having workers assessed, e.g., collaborating on solutions and assessments of workers outside of NSW, and workers residing outside of Australia.
• Undertake quality assurance reviews of identified claims.
• Review of identified claims to ensure accuracy and consistency of data reporting.
• Understand the implications of Section 39 of the Worker Assistance Program and Transition Plan on other case management activities, e.g. Work capacity decisions.

Key role deliverables were to ensure the successful execution of project-related administration according to established objectives, timelines, and costs.

Working in collaboration with the senior project manager to execute all aspects of the project, including

• All correspondence to stakeholders regarding project deliverables and timeframes.
• Calendar and inbox management.
• Assisted in developing the project plan and influencing stakeholders to deliver on time frames and in best practices.
• Developed and facilitated learning and development programs, and e-learning suites, to support the project implementation.
• Initiated and set up surveys, and survey report outcomes.
• Winner of the Hall of Fame Award in 2016.