Maria Anousa
Canberra,Australia
Summary
A proactive and results-driven claims professional with a strong background in disability management and a focus on compliance with legislation and policy. Currently specialising in Initial Liability claims as a Case Manager, I excel at ensuring performance measures are met and addressing escalations effectively. With over 4 years of experience in customer service, I possess strong interpersonal skills, a keen attention to detail, and the ability to work under pressure. I bring a solid foundation of time management, planning, and problem-solving skills, positioning me to consistently contribute positively and thrive in dynamic and high-intensity work environments.
Overview
5
5
years of professional experience
Work History
Case Manager
EML
Canberra, ACT
02.2024 - Current
- Oversee the management of workers' compensation claims from initiation through to resolution, ensuring compliance with internal policies, under the Safety, Rehabilitation and Compensation Act 1988.
- Evaluate the aspects of liability and recovery for each claim, determining the appropriate course of action based on medical reports, employer policies, and legal guidelines.
- Regularly review the status of claims, ensuring that entitlements, payments, and treatment plans are in line with legislative requirements and company guidelines.
- Stakeholder Communication: Maintain regular communication with all internal and external stakeholders (employees, employers, healthcare providers, legal representatives) to ensure alignment and progress on claims.
- Proactively manage early intervention strategies to minimise the impact of claims on both employees and the company, promoting timely resolutions and reduced costs.
- Offer support and guidance to injured workers, helping them navigate the claims process, ensuring their needs are met, and empowering them to actively participate in their recovery.
- Ensure accurate, timely, and thorough documentation of all claim-related activities, including correspondence, reports, and updates, maintaining confidentiality and compliance with legal requirements.
- Monitor compliance with relevant workers' compensation legislation, company policies, and best practices, identifying and mitigating any risks associated with claims.
- Work closely with rehabilitation providers and employers to ensure a smooth and safe return to work for injured employees, including the implementation of modified duties where necessary. Participate in case reviews, team meetings, and ongoing professional development to stay informed on industry trends, and enhance case management practices.
- Maintain strict confidentiality of employee and claim information in accordance with privacy laws and company policies.
Supervisor
Yiayia's Bakery
Canberra, ACT
03.2022 - 08.2024
- Oversaw the training of new employees on job responsibilities and expectations.
- Set performance goals for staff members.
- Assigned duties, responsibilities, and work stations to employees in accordance with work requirements.
- Prepared coffee drinks quickly and accurately according to company recipes or customer specifications.
- Showed strong organizational skills.
Teacher
Greek School
Canberra, ACT
02.2023 - 08.2023
- Collected and documented student feedback to make adjustments to instruction.
- Provided feedback to parents regarding student's academic growth and behavioural development.
- Encouraged student participation and challenged students to think critically.
Cashier
Supabarn Supermarket
Canberra, ACT
01.2021 - 03.2022
- Helped restock shelves when necessary to maintain an organized display area.
- Ensured compliance with all company policies related to cash handling procedures.
- Kept up-to-date on new products, services, promotions, and pricing structures.
- Operated cash register and accurately processed payments, returns, and exchanges.
- Developed strong customer service skills by providing efficient and accurate service.
Cashier
The Cook Grocer
Canberra, ACT
04.2020 - 01.2021
- Managed large amounts of cash accurately during busy hours in a fast-paced environment.
- Verified that customers are of legal age to purchase restricted items.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Helped customers locate merchandise and answered questions about products.
Education
Collage Diploma - Canberra
St Clare's Collage
Canberra11.2023
High School Diploma - Canberra
Amaroo School
Canberra11.2021
Skills
- Claims Management: Expertise in managing workers' compensation claims, including disability management
- Compliance and legislation: knowledge of workers' compensation laws and policies, ensuring adherence to legislation
- Performance monitoring: ability to monitor and ensure compliance with performance metrics and KPI's
- Coaching and leadership: providing guidance and support to junior staff, and handling escalated cases
- Conflict Resolution: Proficient in addressing and resolving issues between parties involved in claims
- Analytical Skills: Ability to assess, evaluate, and make informed decisions on complex claims
- Solution-Oriented Thinker: With an innovative approach to addressing complex situations, consistently achieving positive results
- Customer Service Excellence: Strong interpersonal skills to manage claimant interactions professionally and empathetically
- Documentation & Reporting: Skilled in preparing detailed case documentation, briefs and reports for compliance and legislative purposes
- Time management and prioritization: capable of managing multiple claims and deadlines simultaneously
- Problem-Solving: Effective in identifying challenges and implementing solutions for claim resolution
- Personal Attributes: Driven, resilient, passionate, conscientious, enthusiastic, and dependable, demonstrating a strong work ethic and a commitment to achieving success with a focused and result
Languages
Greek, Fluent
Refrences
- Amara Kimpton (Current Team Leader)
Ph: 0431 682 301
E: Amara.K@eml.com.au
- Elisavet Kosmadopoulou (YiaYia's Bakery)
Ph: 0410 226 497
E: Elisavetkosm@outlook.com
Further referees available upon request.
Timeline
Case Manager
EML
02.2024 - Current
Teacher
Greek School
02.2023 - 08.2023
Supervisor
Yiayia's Bakery
03.2022 - 08.2024
Cashier
Supabarn Supermarket
01.2021 - 03.2022
Cashier
The Cook Grocer
04.2020 - 01.2021
Collage Diploma - Canberra
St Clare's Collage
High School Diploma - Canberra
Amaroo School