Michelle Devenish Meares
Baulkham Hills,Australia
Summary
My career objective has always been to establish myself within a company where I can develop my skills, in a stable and professional environment with which I am acknowledged and utilized to my full potential, whilst maintaining a work/life balance.
Claims specialist with strong focus on resolving issues efficiently and delivering results. Adept at managing complex claims processes, analyzing data, and ensuring compliance with regulations. Known for excellent teamwork and adaptability in dynamic environments. Skilled in customer service, communication, and problem-solving, consistently contributing to organizational success.
Diligent individual with strong background in claims management and resolution. Successfully handled complex claims cases, ensuring compliance with regulatory standards and minimizing risk. Demonstrated analytical and problem-solving skills, along with effective communication and negotiation abilities.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Claims Administrator (Death and Disability)
FuturePlus Financial Services (LINK Group Company)
01.2012 - Current
- Support Team Leader together with other team members in fostering day-to-day collaboration and positive teamwork to ensure team objectives were achieved
- Actively took part in Team meetings
- Foster relationships with Staff in other parts of the organization in relation to Claims Administrator role such as Benefit Payment teams, Pension teams, mail room, Legal & Compliance, Contact Center, Mail rooms, Financial Planning.
- Maximizing efficiency and streamlining processes
- Met or exceeded service standards under scheme/funds Service Level Agreement at least 98% of the time as per contractual obligations with the Trustees, however aimed/worked towards 100%
- Aim of minimal errors and corrections to prevent rework
- Take action on all work related matters with no escalation to Team Leader/Manager
- Assisting in Training new Team members
- Peer review team members work
- Prepare monthly & quarterly statistical reports for management
- Identified and suggested productivity and process improvements
- Administered Superannuation and Insurance Claims
- Claims notification process
- Advise benefit payments team of relevant claim
- Update administration systems
- Issue relevant claim forms
- Action/respond to queries received in person, via telephone, email and mail (internal and external)
- Lodge claim, forward all relevant claim correspondence, and liaise with external insurer
- Assess claim for self-insured Defined Benefit and Pension scheme
- Assess claim as per fund/scheme Trust Deed and insurance policy
- Request additional information when required
- Organize independent medical examinations
- Prepare recommendations to Fund Trustees/delegate or Trustee Medical Review committee and action response/decisions
- Underwriting for Defined Benefit and Pension Self-Insured schemes
- Liaise with clients
- Liaise with Contact Centre, Legal and Compliance, Trustee delegates and Trustee Medical Review Committees regarding claims
- Forward relevant Insurer decisions or prepare recommendation Fund Trustee/Trustee Delegate
- Liaise, provide support, action and respond queries with client, Fund Trustees, Legal and Compliance and SCT over contentious claims.
- Role: Achievement
Document Administration Officer (formerly Administration Support Officer)
FuturePlus Financial Services
01.2004 - 01.2012
- Mailroom duties
- Safe and efficient daily use of Mailroom and printing machinery.
- Archiving
- Data entry
- Delivering sensitive documents to appropriate personnel
- Keeping within tight service level timelines and high accuracy agreements
- Updating and maintaining a variety of databases and spreadsheets
- Processing ad hoc documentation from various internal divisions
- Updating of current procedures, workflow, letter templates
- Sydney Office stationery ordering and maintaining general stationery supplies
- Liaising with Customer Service, Advisory, Marketing, IT, and other Administration teams and PA’s.
- Liaising with external companies such as stationery suppliers, Australia Post Office, Recall archiving warehouses, external insurers such as TAL, Independent Medical Examination Companies such as MLCOA.
- Liaising with clients Local Government Superannuation, Energy Industries & Chifley.
- Assist in cheque and EFT processing
- Additional task to help other teams and support our team leader and manager:
- Assisting with yearly audits
- Producing end of month reports
- Processing/data entry of sensitive documents.
- Writing/updating and improving team procedures
- Assisting in the Training and Supervision of new staff.
- Stepping up to the tasks and responsibilities of the Team Leader when away on leave
- Creation of highly sensitive member Medical files
- Updating the Medical databases both Death and Invalidity
- Maintaining and updating a comprehensive and secure Medical archive system
- After the Administration Team moved in-house I initiated the overhaul of the archiving system helping create a more reliable, comprehensive and secure archive procedure and system and have regularly updated to meet auditor and legal requirement along with new requirements of the company e.g. separation of Local, Energy and Futureplus Super Funds, new security levels being put on particular types of documents requiring their own archive system.
- Participated in the BCP in 2009 which involved working from the Parramatta office as the representative of Document Management Team for a few short weeks testing the mailroom and scanning processes, procedures and facilities.
- 2012-2013 participated in the Cross Training initiative where I trained staff in Mail run and mail out tasks and basic Medical Administration whilst undergoing training for Client Services and provided back up in the Call Centre during busy times and covering staff lunch breaks.
- Role: Responsibilities: Achievements
Marketing Assistant Trainee - Receptionist/Administrator – Executive Assistant
Australian College of Applied Psychology
01.1999 - 01.2004
- A list of experience from previous Office employers can be made available upon request.
- Role: Responsibilities: Achievements
Education
Higher School Certificate -
Cherrybrook Technology High School
Cert III Business Office Administration - undefined
Work Ventures
Skills
- Microsoft Office Suite Skills
- Adobe PageMaker
- Abode Acrobat Professional
- CRM – Client Record Manager
- CRM – Scan/Indexer
- Classic CRM
- SuperB
- EPass
- Aspire
- Iprocess
- Outlook
- Lotus Notes
- Citrix
- Windows 7, XP and 10
- Claims auditing
- Customer communication
- Claims processing
Certification
- Mental Health First Aid
- First Aid & CPR
- Cert IV Financial Services
- Cert IV Financial Services Superannuation
- Cert III Business Office Administration
- Higher School Certificate
Languages
English (Fluent)
French (Fluent)
German (Basic)
Spanish (Intermediate)
Hobbies and Interests
Current Drivers License, Regular Participant in Sporting Events, City to Surf fun run, Blackmore’s Bridge Run, Work Sporting team member for soccer and fun runs, ROC – Ridiculous Obstacle Course, Regular participant/volunteer in charity events, Jeans for Genes Day, Fun Runs, Organising/participating in work charity events
Timeline
Claims Administrator (Death and Disability)
FuturePlus Financial Services (LINK Group Company)
01.2012 - Current
Document Administration Officer (formerly Administration Support Officer)
FuturePlus Financial Services
01.2004 - 01.2012
Marketing Assistant Trainee - Receptionist/Administrator – Executive Assistant
Australian College of Applied Psychology
01.1999 - 01.2004
Cert III Business Office Administration - undefined
Work Ventures
Higher School Certificate -
Cherrybrook Technology High School
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