Bryleigh Webb-Cassidy
Dunedin,OTA
Summary
Compassionate Health Navigator with comprehensive knowledge of ACC legislation. Skilled at identifying needs and developing effective injury management plans to provide rehabilitation and assistance to clients. Possesses strong organizational, interpersonal and communication skills.
Overview
7
7
years of professional experience
Work History
Health Navigator
Habit Health
08.2023 - Current
- Participated in regular team meetings to improve client care.
- Facilitated individual client care and rehabilitation to support injury management.
- Identified barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborated in redeveloping client treatment goals.
- Served as a liaison between healthcare providers and stakeholders such as ACC, creating a seamless continuum of care for clients.
- Coordinated transportation solutions for clients facing barriers to accessing healthcare services, reducing missed appointments and delays in care delivery.
- Assisted patients in navigating healthcare systems, resulting in timely access to appropriate services.
- Collaborated with interdisciplinary teams to develop coordinated care plans, improving overall patient satisfaction.
Case Coordinator
WorkAon Dunedin
04.2022 - 08.2023
- Managing and facilitating the rehabilitation and recovery for injured workers employed at companies under the ACC Accredited Employer partnership scheme.
- Maintained detailed documentation of client interactions, services provided, and case outcomes for accurate record keeping and compliance purposes.
Senior Customer Experience Representative
ACC - Southern Contact Centre
10.2019 - 04.2022
- Providing support to my manager in leadership of my team by assisting in running team meetings, communicating changes to processes, training and mentoring colleagues, identifying trends and pain points and creating solutions to improve processes
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
Customer Experience Representative
ACC - Southern Contact Centre
02.2018 - 10.2019
- Communicating with customers via phone and email channels, assisting customers with queries relating to injury claims and business levies, working within a digital environment, decision making and use of digital systems to create approvals for support for customers.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building.
Education
No Degree -
Queens High School
Dunedin, NZSkills
- Excellent Communication
- Care Coordination
- Healthcare Systems Knowledge
- Teamwork and Collaboration
- Reliability
- Patient confidentiality
- Cultural Competency
- Time Management
- Attention to Detail
- Multitasking
References
- Habit Health Dunedin: Corey Walden - Health Navigator National Service Lead. 021 404 169. Corey.Walden@habit.health
- Habit Health Dunedin: Amy Doyle - Health Navigator Lead. 022 549 9065. Amy.Doyle@habit.health
- WorkAon Dunedin (now at Howden Care) - Emma Kioa, 03 32882268
- ACC Southern Contact Centre - Tessa Riley, 0221502090. Tessa.Riley@acc.co.nz
Timeline
Health Navigator
Habit Health
08.2023 - Current
Case Coordinator
WorkAon Dunedin
04.2022 - 08.2023
Senior Customer Experience Representative
ACC - Southern Contact Centre
10.2019 - 04.2022
Customer Experience Representative
ACC - Southern Contact Centre
02.2018 - 10.2019
No Degree -
Queens High School
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