Rachael Peterson

• Cared for residents in assisted living facility and delivered high-quality support to meet needs such as bathing, grooming, dressing, and feeding to ensure patient dignity.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.

• Specialised in dementia, aged, diabetes and neurological disabilities
• Support customers with daily personal care/hygiene, toileting, clothing and transportation
• Supporting development and implementation of customers personal goal setting and progress
• Development of supportive working relationships with customers and their families
• Keep accurate records for client files and handling of related paperwork (Medication Charts, Fluid Balance Charts, care plans, risk assessments, etc.)
• Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.

• On-site management of a diverse range of commercial claims valuing from $500k - $11m.
• Negotiated fair settlements, balancing the interests of both policyholders and the insurance company.
• Conducted prompt and thorough investigations, evaluate facts, interpret laws and regulations, and render determinations, including compensability

• Provide technical policy support, assistance in decision making, system support and complaint resolution input to the claims team across multiple products and brands (NRMA, CGU & WFI – Domestic, Motor & Commercial)
• Manage Level 1 Complaint escalations
• Conduct monthly file audits
• Continuous Claims Panel Specialist
• Acting Team Leader for Contentious Claims Panel Specialists (07/20 – 08/20)

• Manage a team of 25 employees incl managing leave and team availability/scheduling, end to end onboarding of staff during a major event
• Interview for new positions within the team to select a successful applicant
• Monthly coaching sessions with consultants, providing coaching and uplift in a constructive environment, review performance and productivity and implement improvement strategies

• Manage and maintain a portfolio of approximately 80-90 business, farm, strata and loss of income claims
• Comprehensive understanding of interpreting and applying policy disclosure statements and schedules for CGU, WFI and Business Direct Policies
• Lead QLD Townsville 'On-ground' Event Team and QLD/NSW Bushfire Teams - including all brand claim ownership, end to end management of contentious claims, dealings with hydrologists, flood panel preparation, being a primary point of contact and coaching new employees.

- Manage and maintain a portfolio of approximately 150 claims from QLD Cyclone Debbie Event Team - including claim ownership, end to end management of contentious claims, being a primary point of contact and coaching contractors

• Interpret and apply policy conditions for CGU Domestic Building and Contents as well as Landlord, including Loss of Rent and Rent Default claims
• Training of new employees

• Manage and maintain a claim portfolio of approx 240 motor vehicle claims
• Manage the progression of claims through their lifecycle from Validation through to Finalisation whilst upholding Key Performance Indicators (KPI’s)
• Interpret and apply knowledge of complex Policies/Policy Wordings and GICOP legislation

• Responsible for management of all QLD claim repair coordination (customers, assessors and site supervisors)
• Proficient in ARIBA Accounting, Data Build, SharePoint, multiple portals and entire Microsoft suite, including CRM management and OneNote
• Internal and external database management