Melinda Miot

Reporting to the National Injury Services Manager, the Injury Services Specialist role provides leadership, corporate governance, support, program development and data analytics to the Serco Asia Pacific Business Units covering Justice & Immigration, Defence, Health, Facilities Management and Contact Centers.

Key functions of this role include
• Leading, coaching and mentoring Business Unit Injury Management Advisors (10)
• Delivery of key improvement projects within the AsPac Injury Services strategy e.g. Early Intervention, Audit program, Cross Business Unit Suitable Duties Register, Psychological claims risk profiling, User Guide Injury Management Processes as well as delivering on Finance, Workforce Management and Payroll improvement process.
• Provide case management and strategic support for complex Injury Management matters across a national portfolio.
• Implement best practice service provider network and monitor performance of providers against established service expectations.
• Ensure maintenance of accurate and up to date system data recording all relevant case management strategies and actions.
• Monitor Business Unit performance and provide feedback/ recommendations to address opportunities for improvement.
• Establish a program for Vic/ Qld/ SA case review meetings with insurers and Business Unit representatives.
• Manage Agent relationship with QBE (NSW & Risk States), EML/Gallagher Basset (Vic & SA) and Workcover Qld.
• Administration and key point of contact for Solv Injury including data analysis and reporting.
• Administration and maintenance of Injury Services User Guides
• Ownership and development of the National internal/external Injury Services audit processes.
• Development and execution of Injury Services community of practice program.
• Development, delivery, oversee and monitor the Early Intervention program/ Initial Care.
• Report on monthly/quarterly Early intervention metrics, including uptake rates, injury and treatment types and program costs.
• High intensity support of Defence and Seafarers (Comcare) Workers Compensation claims
• Assist Business Units to identify and develop mechanisms to improve claims and injury management performance.
• Develop and implement programs to support the Aspac Injury Services Strategy

• Responsibility for the Victorian and Tasmanian portfolio for all Workers Compensation, personal Injury & Illness, mental health and wellbeing matters working within the Safety and Injury Services team, reporting directly to the National Health and Wellbeing Manager. This role also formed part of the state support team for Kmart store operations. Additional SA and NSW stores fell within the VIC/TAS portfolio and caretaking across the WA & QLD portfolio extended workers compensation familiarity across 4 states of legislation.
  
  Whilst at Kmart I also had the opportunity to caretake the National Health and Wellbeing role, providing support and guidance to the IMA team, whilst also working on revised strategy and coordinating the Wesfarmers Group Team Cover transition during the demerger with Coles.

• Whilst at CGU my skills and leadership capabilities were quickly recognized and I moved from my initial Case Management role to Return to Work Specialist, Injury Management Advisor also working as the 2IC to Team Manager, providing mentoring and support in rehabilitation and claims management strategies to others.

• Within the Woolworths Self Insurance Department, I worked closely with Claims Managers and onsite RTW Co-ordinators to manage the Rehabilitation and RTW programs for the complex areas of Warehousing, Transport and Stress Claims
• Further areas of responsibility were also in retail stores (Dick Smith, Big W, Tandy and Safeway Supermarkets).

• Working as a Senior Case Manager achieving both timely and successful RTW outcomes with minimal claims impact, my role further developed into training and mentoring role as new staff joined the team
• I was also responsible of managing the practice in the absence of the Managing Director.