Madelyne Gibson
Belmont,NSW
Summary
Quality-driven Senior Case Manager focused on facilitating communication between providers and improving overall service to clients and injured workers. Detail-oriented and systematic professional with a proactive approach for a positive return to work and claim outcomes with an in-depth understanding of workers compensation legislation.
Overview
11
11
years of professional experience
Work History
Senior Case Manager
EML, Employers Mutual
03.2021 - Current
- Managed high touch portfolios with a mix of both Section 39 claims and high needs claims.
- Managed the Section 39 processes as per legislation and providing whole person impairment outcomes.
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Evaluated treatment plans against individual goals and healthcare standards.
- Provided informed liability decision of treatment within legislation and business deadlines.
- Noted as work capacity champion within current sector, and had high achievements within assisting injured worker's return to work.
- Attended and organised employer and stakeholder meetings for claim review and strategy outcomes.
- Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavours to successful completion.
- Completed work capacity decisions and Section 78 decisions on par with legislation standards and guidelines.
- Organised medical case conferences with stakeholders for review of ongoing claim management, treatment and review of capacity.
- Source and reviewed labour market analysis reports, vocational assessments and assisted daily living assessments.
- Provided workers compensation advice to stakeholders such as workers, employers, and providers
- Established and maintained relationships with key stakeholders.
- Completed reviews of cost estimates on claims.
- Undertake ongoing entitlement reviews in relation to weekly payments and medical expenses.
- Assisted the worker and employer with the claim process and providing support in the completion of relevant documents to ensure timely access to required services to support return to work and injury recovery.
- Managing medical and claim entitlements with financial efficiency.
Administration Manager and LAHC Contracts Manager
Enviromate Plumbing and Roofing
08.2017 - 03.2021
- Answering phone calls and redirecting to the appropriate area
- Excellent organisation skills ensuring jobs are completed on time
- Allocating tasks and work to staff members
- In depth knowledge of programs and systems
- Demonstrate exceptional communication skills to tenants and customers
- Scheduling appointments and coordinating tradesman workflow
- General office duties – including filing, cleaning, stationery orders and maintaining office facilities
- Coordinating daily jobs based on priority and client deadlines
- Lodging claims with Department of Housing for contracted work
- Management of staff members and delegating tasks to meet deadlines
- Dealing with customer complaints and feedback
- Conducting staff inductions and training
- Organising meetings and agendas
- Online advertising and marketing including social media
- Recruitment of staff and conducting interviews
- Dealing with employee complaints and concerns with professionalism
- Generating new business and scope for new contracts
- Building and maintaining strong business relationships with partners and contractors
- Manage multiple ongoing and temporary contracts for the Department of Housing
- Assessing quality and accuracy of employee work
- Accounts payable duties including ensuring payments are paid on time and accurately
- Auditing work from plumbers through the workflow system
- Keeping up to date on Health and Safety compliance
- Developing and creating procedures used by staff and office
- Submitting reports and claims for payment using external customer databases
- Managing customer requests while ensuring within perimeters of our client specifications
- Running monthly reports to track business work orders and financials
Disability Service Worker
Hunter Brain Injury Respite Options
07.2016 - 08.2017
- Assist patients to participate in a variety of different activities due to their disability
- Provide input into respite activities whilst considering any special needs the patient may have
- Provide different ranges of personal care such as toileting, showering and feeding
- Cook and prepare a full range of meals for patients
- Maximise the opportunities for patients to improve communication and interpersonal skills
- Obtain all relevant information to enable a successful outcome for respite
- Exercise judgment to resolve situations when caring to the patient
- Maintain the household in an organized and clean manner
- Assist patients with transferring either with hoist/standup hoist and support belt
- Support patients to maintain the highest level of independence appropriate to their abilities, whilst always ensuring the safety of the patient
- Assess and consider patient wants/interests when planning activities
- Plan, manage, organise and execute tasks/activities in an efficient manner
- Resolve minor work procedural issues and matters
- Respond to patients and staff enquires in a timely and effective manner
- Assist with rostering of staff
- Keeping up to date on Health and Safety compliance
- Empathic and compassionate when dealing with patients and their families
- Answering phone calls promptly and professionally
- Planning of guest activities in Microsoft Word/Excel considering their disability
Assistant Manager
Tasty and Fresh
11.2015 - 06.2016
- Providing high quality customer service
- Cash handling skills
- Assist with the daily operations, management and training of new and existing staff
- Daily cleaning duties
- Assisted in making of products, setting displays and packaging of food
- Food preparation
- Identify and eliminate workplace risks
- Staff scheduling and rosters
- Successfully contributed to positive teamwork
Office Assistant
Real Bookkeeping & Business Solutions
06.2013 - 11.2015
- Sorting out documents for Director workflow
- Filling & archiving
- Organisation of stationery and office supplies
- Assisting other staff with office requirements
- Maintaining cleanliness of the workplace
Sales Assistant
Electric Brew Café
02.2015 - 05.2015
- Waiting on tables
- Cash handling skills
- Cleaning the commercial store
- Presentation and preparation of food
- Identify and eliminate workplace risks
- Stock control and ordering to restock foods and other store needs
Sales Assistant
Steel Street Fish Market
10.2014 - 02.2015
- Providing high quality customer service
- Presentation for workplace and setting displays
- Cash handling skills
- Daily cleaning duties
- Cooking and preparing food
- Identify and eliminate workplace risks
Sales Assistant
Bills Bakery
07.2014 - 10.2014
- Providing high quality customer service
- Daily cleaning duties
- Food preparation
- Cash handling skills
- Positively contributing to the team and
- Identify and eliminate workplace risks
Assistant Manager
Tasty
12.2012 - 04.2014
- Providing high quality customer service
- Cash handling skills
- Assist with the daily operations, management and training of new and existing staff
- Assisted in making of products, setting displays and packaging of food
- Identify and eliminate workplace risks
Education
Certificate III in Business and Medical Administration -
Tafe NSW
2015
Certificate II in Retail -
Tafe NSW
2013
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St Mary’s High School
2012
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Belmont Christian College
2008
Skills
- Extensive organisational and time management skills
- Excellent communication skills
- Strong commitment to excellence, professionalism and customer service
- Extensive skills within the workers compensation legislation and processes
- Complex Problem-Solving
- Customer relationship management and able to build rapport easily
- Advanced in the use of the following software programs: Microsoft Word, Excel, Outlook, PowerPoint, Aroflo and Xero
Timeline
Senior Case Manager
EML, Employers Mutual
03.2021 - Current
Administration Manager and LAHC Contracts Manager
Enviromate Plumbing and Roofing
08.2017 - 03.2021
Disability Service Worker
Hunter Brain Injury Respite Options
07.2016 - 08.2017
Assistant Manager
Tasty and Fresh
11.2015 - 06.2016
Sales Assistant
Electric Brew Café
02.2015 - 05.2015
Sales Assistant
Steel Street Fish Market
10.2014 - 02.2015
Sales Assistant
Bills Bakery
07.2014 - 10.2014
Office Assistant
Real Bookkeeping & Business Solutions
06.2013 - 11.2015
Assistant Manager
Tasty
12.2012 - 04.2014
Certificate III in Business and Medical Administration -
Tafe NSW
Certificate II in Retail -
Tafe NSW
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St Mary’s High School
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Belmont Christian College
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