Leigh Cocks
Morrinsville,Waikato
Summary
I have currently been a Integrity Services Team manager for 2.5years, having worked for ACC a total of 26.5 years with 24 of those years in claims management. I have developed many skills, attributes and abilities enabling me to build strong working relationships. I have shown this by the ability to build rapport and gain excellent outcomes. I have a passion for working with and motivating people to achieve their goals. I believe the best way to motivate and inspire a person is to take the time to understand them, help them achieve ACC’s goals and their own personal goals. I have had multiple opportunities to demonstrate my qualities; embracing team and process changes/enhancements. I have always shown determination in various aspects of my life as I have high expectations of myself, for these expectations to be met, they require attributes such as positivity, belief and courage. I pride myself in the relationships I have built with my team members, I have built trust with each member and encourage them to bring their best selves to work.
Overview
26
26
years of professional experience
Work History
Team Manager
ACC
02.2022 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Provide technical guidance on individual cases and resolutions
- Review and approve outgoing letters of expectation, remedies reports, provider reports, escalation reports.
- Provide advice and make decision on the next steps for complex cases.
- Review and approve Requests for Information from other agencies eg: MSD, IRD, Customs
- Collaborate with Private investigators for specific work, agree quotations, review reports provided and process invoices.
- Escalate/discuss cases with significant fraud with the Outcomes & Resolutions Manager or Legal, provide advice and guidance to the Integrity advisors during the investigation process.
- Quality Assurance checks through the Integrity Services Case Management System (ISCM Salesforce). Approving certain stages of the investigation journey, including completion of the case, all outcomes and ensuring accuracy of recording and reporting is complete.
- Lead recruitment and onboarding of new Team Members
- Carry out all technical training for new Integrity Services staff, including system training on ISCM and EOS
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Collaborated with cross-functional teams within ACC to drive cohesive efforts towards common goals and objectives.
Integrity Advisor
ACC
10.2021 - 01.2022
- Completing Exploratory conversations with clients/providers/employers applying Motivational interviewing techniques to discuss their recovery journey and integrity concerns
- Building a rapport with customers, finding a common understanding, and educating and encouraging the client and providers to understand their behaviour and motivate change.
- Contacting external parties to validate and obtain information provided during the exploratory conversations
- Working with Client Recovery to link clients back into a rehabilitation pathway, preventing future behaviour. Supporting and advising Case Owners around rehabilitation pathways, non-compliance process, abatement and changing streams to suite the clients injury related needs.
- Drafting and issuing letters of expectation around behaviour, implementing new measures to prevent continuing behaviour.
- Recording all communications and data into the Integrity Services Salesforce Management system and EOS.
RECOVERY COORDINATOR
ACC
02.2020 - 09.2021
- Managing daily allocated work
- Interacting with colleagues in daily buzz meeting to achieve daily goals
- Calling and receiving phone calls from clients, providers and employers to discuss rehabilitation and entitlements
- Managing vocational and social rehabilitation
- Specialized in managing Vocational Independence claims
- Carrying out courageous conversations with clients regarding adverse decisions or delays with not been able to provide outcomes for their claim/s
- Providing first call resolution during hunt line telephone calls
- Working with team members discussing outcomes and pathways for clients.
Case Manager
ACC
06.2008 - 01.2020
- Daily Allocations
- Set up and managing weekly compensation
- Reviewing cover and assessing re-aggravation claims
- Managing Social Rehabilitation claims
- Managing Vocational Rehabilitation claims
- Processing claims through Vocational Independence
- Interacting with employers and providers
- Negotiating and preparing Individual Rehabilitation plans
- Managing and attending reviews
- Preparing and attending panels.
Claims Manager
ACC
06.1998 - 06.2008
- Manage claims on a daily basis (case load avg 230 claims)
- Communication with clients, providers and employers both written and by telephone
- Make and issue cover decision’s, social and vocational rehabilitation decisions
- Dispute resolution
- Completing purchase orders for entitlements and assessments
- Preparing review applications and attending reviews either by teleconference or in person
- Completing Individual Rehabilitation Plans for social rehabilitation and discussing with clients.
Education
Waikato Polytechnic
ACC
New Leaders Course
06.2023
Skills
Computer skills - EOS, Salesforce, Microsoft Office
Excellent Organizational Skills and Time Management
Communication and Written skills
Team player
Ability to adapt to change quickly
Positive attitude
Teamwork
Self-management
Willingness to learn
Thinking skills
Resilience
Customer Focus
References
Valerie Shirley
PH: 021 220 8806
ACC
Valerie.Shirley@acc.co.nz
Karen McMullon,
PH: 021 267 6340
ACC
Karen.McMullon@acc.co.nz
Hobbies and Interests
- Camping
- Fishing
- Running
- Group fitness classes at the gym
Timeline
Team Manager
ACC
02.2022 - Current
Integrity Advisor
ACC
10.2021 - 01.2022
RECOVERY COORDINATOR
ACC
02.2020 - 09.2021
Case Manager
ACC
06.2008 - 01.2020
Claims Manager
ACC
06.1998 - 06.2008
Waikato Polytechnic
ACC
New Leaders Course
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