Tania Chaiban

Alongside with my previous Senior Case Manager Role, I have been working on my own capability uplift by combining my technical and facilitator background:

• Leading, managing and motivating a team to better understand the Workers Compensation Scheme and strategies on claims management - assisting with team capability uplift and knowledge.
• Coaching new members to introduce them to the workers compensations scheme and assisting with portfolio management.
• Teams Management and assistance while Team Leader and Technical Injury Management Specialist are out of office.
• Claims Allocation and Triaging.
• Analyse excel Spreadsheet of team capability and identify learnings gaps and key trends to address with team to effectively re-strategies and resolve abnormalities in case management.
• Oversight of team compliance and management of successful compliance to avoid any failures.
• Investigated workers' compensation claims to determine eligibility and extent of coverage.
• Developed strategies to resolve complex cases within established timeframes.
• Advised employers regarding compliance with state laws governing workers' compensation insurance programs.
• Provided customer service by responding promptly to inquiries from claimants, employers, attorneys and other stakeholders.
• Collaborated with legal counsel in the preparation of documents related to litigation proceedings involving workers' compensation claims.
• Analysed data from multiple sources to identify trends that could affect future decisions regarding workers' compensation claims.
• Developed training materials for staff members involved in the processing of workers' compensation claims.
• Participated in regular meetings with internal teams and external partners regarding ongoing matters related to worker's compensation claims management to promote outcomes and strategic case management.
• Collaborative reviews with case managers and senior case managers to discuss barriers and strategies to foster return to work meeting return to work outcomes.

• Led groups of participants through the 12 week onboarding program for an introduction to build the understanding and foundations of the workers compensation scheme.
• Adapted teaching methods and approaches both face to face and virtually to present and teach the workers compensation scheme for different learning styles and abilities.
• Successfully facilitated capability uplift in existing Case Managers, Senior Case Managers, Technical Specialists and Team Leaders.
• Facilitated 1:1 coaching to assist with complex claim and individual capability uplift.
• Utilised previous workers compensation knowledge to enhance the training program for better learner experience
• Provided feedback on progress to Team Leaders and Managers of participants.
• Created an engaging learning atmosphere through interactive activities and utilisation of personal experiences within my background knowledge of the Workers Compensation Scheme.
• Maintained accurate records of program attendance and outcomes.

• Uplifting capability within the team.
• Identify learning gaps and developed skill-specific training programs to promote case manager development.
• Creating Interactive sessions for case managers to get involved with shared knowledge such as Questionpong or trivia.
• Supporting Case Managers by carefully explaining details about processes, procedures and tip's and tricks of the trade.
• Sharing knowledge that is relevant to case managers and external stakeholders.
• Delivering individualised support and broad knowledge of the EML way to bring targeted services to claimants with varying needs.
• Providing individualised tailored coaching and development plans for individual team members and their requirements.
• Oversight on difficult claims and leading Case Managers to think outside the box to troubleshoot and critically think for outcomes.
• Created and offered additional materials to enhance knowledge.
• Adapted to manage different learning styles and tailor training sessions to target different styles of learning.
• Maintained knowledge of the new and old legislation of the workers compensation act.

Along side the mentioned task of a Case Manager, as a Senior Case Manager I also have experience in:

• Training and proving resources to newer members of the team to train as new Case Manager's.
• Experience with both new and old legislation of the workers compensation act, by having experience with sworn and unsworn members of New South Wales Police Force.
• Management of restricted claims.
• Maintained external relationships and successfully building rapport with stakeholders in following the EML way.

• Facilitated ongoing case management services to support successful outcomes and meet stabilisation.
• Participating in case conferences with treating providers, NSW Police Force, Injury Management and Rehab Providers to discuss planning and progression to drive outcomes.
• Develop driven case plan with short and long-term goals.
• Collaborating with treatment providers for improvements to better assist workers by evaluating current treatment plans.
• Request consistent reporting from all providers for progression and strategy plans in facilitating a successful recovery and return to work.
• Participating in the 'Needs Evaluation' roll out and teaching colleague new ways of using the tool to better assist in engaging with each worker.