Tracey Wilson

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• Designed, updated, and implemented processes and procedures ensuring compliance with Workers Compensation and Injury Management Act 2023.
• Guided line managers on psychosocial and physical support protocols for injured staff.
• Directed, guided and provided mentorship to multidisciplinary team comprised of claims officers as well as injury management consultants.
• Designed strategies leveraging a bio-psychosocial model to optimize injury recovery processes.
• Developed and upheld significant stakeholder partnerships, particularly with the insurer and WorkCover WA.
• Performed trend analysis to align with Work Health and Safety priorities.
• Implemented and monitored injury management systems.
• Directed strategic initiatives to address complicated claim issues.

• Company Overview: The Insurance Commission is a State owned Government Trading Enterprise that provides Compulsory Third party Insurance to Western Australian motorist and manages the self-insurance arrangements of Western Australian Public Authorities on behalf of the Government
• Leads and Coaches a team of Workers Compensation Claims Officers managing claims on behalf of The Department of Education by ensuring the effective and efficient delivery of self-insurance services to minimise the cost of claims to the agency and government as a whole
• Coaching and development of claims staff to optimise claims outcomes and to educate agencies on tends adversely effecting claims lodgement and duration
• Sharing knowledge with the Claims Division to assist in identifying opportunities for Continuous Improvement that align with best practice and excellent claims outcomes
• Key achievements:
• Project Lead delivering a contemporary Claims Management Model to the public sector to align with Private Insurance Claims Models and WorkCover WA Best Practice Guidelines for Insurers
• Delivery of a Memorandum of Understanding between ICWA and The Dept of Education to replace the existing Service Model
• Successful accelerated progression of 3 Claims Officers in my team to leadership roles
• Input into development of Claims Datamart Dashboard
• Initiated process improvement suggestion of and BA for automation of legislated letters within the Worker Compensation Claims Division
• Implemented the use of a 'New Claims Liability Assessment' Officer across the 2 Education Dept Teams
• Tender Panel Member for 2021 Legal Provider Tender process
• Member of the Talent Identification Committee 2021 to 2023

• Responsible for leading and managing multi-disciplinary Claims Teams under my control to ensure that people, productivity and performance targets are achieved
• Key achievements:
• Implementation of a 6 Month Claims review Template to ensure regular and transparent review of a claims progress
• Implementation a pilot allowing Level 4 claims officers to determine liability for simple 2 car crash claims
• Monitoring of claims lodged from 'claims farming' including review of liability decision to decline claims
• Implementation and review of the use of a team mailbox function to monitor workflow

• Company Overview: Insurance Australia Group are Australia’s leading General and Business Insurer with Insurance Arms extending to Asia and New Zealand
• SGIO Insurance were the public insurance arm of the privatized State Government Insurance Office now known as ICWA
• CGU Insurance brand is nationally recognised as one of Australia’s largest Intermediated Insurers
• Recruits, Coaches and Leads a team of multi-disciplinary claims professionals including Injury Management Advisors and Technical Advisors to collaborate and provide exceptional claims outcomes for a variety of direct and intermediated clients, including Large National Entities such as Serco and Spotless Services and St John Ambulance and various Mining Clients in WA
• Ensure compliance with internal and external procedures through auditing and reporting on KPI’s
• Relationship manager for clients and brokers within my portfolio
• Insurance Australia Group are Australia’s leading General and Business Insurer with Insurance Arms extending to Asia and New Zealand
• SGIO Insurance were the public insurance arm of the privatized State Government Insurance Office now known as ICWA
• CGU Insurance brand is nationally recognised as one of Australia’s largest Intermediated Insurers
• Key achievements:
• Project Officer for development of and implementation of Segmented Claims Model for Workers Compensation Claims in WA
• Project Officer for development of and implementation of move from GIS to Claims Centre IT system nationally across all personal injury claims
• Claims Lead for attaining Serco as a new client, including the development of a Service Level Agreement for claims management with that client and their broker
• Claims Lead for attaining Spotless Services as a new client, including the development of a Service Level Agreement for claims management with that client and their broker
• Project Lead implementing a time based claims management model as part of the IAG Leadership Fundamental Course

• Provide mentoring and technical advice to claims teams in regards to complex Common Law and Industrial Disease matters
• Attend WorkCover WA and the District Court representing the insurer and employer
• Oversee the claims being managed on behalf of ICWA as part of the Supplementation Fund
• Represent CGU at various WorkCover WA and other industry bodies meetings and forums
• Conduct Audits and identify training requirements for the division, including putting together training modules and delivery of training
• Review and advise the business unit in regards to likely legislative changes and changes to claims procedures as a result
• Deliver training to employers in regards to the claims process
• Regular review and update of Operational Claims Procedures, Relationship Manager responsible for Legal and Investigation Panel Members
• Key Achievements:
• Review the Privacy Act requirements and develop claims procedures to ensure compliance with the legislation including the development of 3 point identification of callers
• Development of a 'Flags' based Case Management Model to identify claims into risk categories
• Development of an Injury Management and estimating claims model
• Automation of Legislated Letters
• Development of a OCP for the management of Industrial Disease Claims
• Member of the Tender Panel for the review of Workplace Rehabilitation Providers
• Development of process for partnering with an in house Occupational Physician to provide desktop medical opinions