Lily Adams
Christchurch, New Zealand
Summary
Dedicated and experienced Recovery Coordinator at ACC , with a proven ability in establishing and maintaining strong relationships with clients from diverse backgrounds. Skilled in identifying customer needs, making complex decisions, and delivering effective solutions with a blend of empathy and professionalism. Eager to continue offering buddying support to colleagues and Team Leaders, particularly in complex scenarios and escalations, leveraging my expertise and experience.
Overview
11
11
years of professional experience
Work History
Recovery Coordinator - Level 2
ACC
02.2025 - Current
- Managing a high-volume one-to-one caseload of weekly compensation claims.
- Established and maintained effective relationships with clients, providers, employers, and internal stakeholders.
- Exercised strong decision-making and sound judgement, escalating issues where appropriate and knowing when to challenge information when needed.
- Demonstrated strong interpersonal skills, addressing sensitive issues with empathy, clarity, and professionalism.
- Liaising with Clinical, Technical, and Medical Advisors to ensure possible negative decisions were well-informed and evidence-based whilst also supporting ACC legislation towards business outcomes.
- Applied strong analytical skills, reviewing reports, medical notes, billing data and claims management tools to identify key information and ensure accurate next steps for claims.
- Delivered an excellent standard of work with strong attention to detail and quality, whilst consistently achieving performance outcomes and meeting business targets.
- Supported team development by buddying and training new staff members, sharing ACC claims knowledge, best practices, and guidance on complex claims processes.
Recovery Assistant - Level 2
ACC
01.2023 - 01.2025
- Supporting clients by developing proactive rehabilitation plans based on their specific individual needs.
- Interacting with multiple stakeholders, including clients, employers, and providers, to ensure a coordinated approach in delivering support.
- Delivering outstanding customer service and high-quality work in a fast-paced environment.
- Confidently meeting individual and team targets while upholding high standards of claims management.
- Demonstrating agility and adaptability to meet business needs, thriving in a high-pressure work environment. Efficiently transitioning between various skill sets, work types, and client cohorts due to my extensive knowledge and experience.
- Actively buddying and assisting newer colleagues in all claim processes and day-to-day tasks. Known as a go-to person for supporting leaders with escalations, complex claims, and processes.
Student Advisor
University of Canterbury
01.2022 - 12.2022
- Ensure that all undergraduate and postgraduate students receive culturally responsive, accurate and timely academic advice and holistic support, particularly within the Faculty of Science and Faculty of Engineering.
- Provide pastoral care and advocacy support, assisting students in identifying and resolving issues that impact their academic performance, study decisions, personal development, and well-being.
- Offer sound academic advice on degree and programme planning, course selection, enrolment and academic processes such as withdrawals, course changes, exemptions, transfers of credit and excess workload
- Proactively utilised reporting and case management tools to identify and monitor high-risk students and priority learners to support their engagement and academic progress. Tailor assistance and support plans to meet individual needs, and refer students to appropriate support services affecting their engagement or success.
- Planned and facilitated information sessions for student groups, ranging from small gatherings to large assemblies. Delivered comprehensive presentations on the various supports and services available at the university.
Case Coordinator/Recovery Assistant
ACC
01.2019 - 01.2022
- Responsible for supporting clients within a caseload, as well as a team environment, who require one-on-one management and contact due to the complexities of their personal injuries.
- Providing day to day support to clients, establishing a good understanding of their individual needs and facilitating proactive rehabilitation plans.
- Building relationships with multiple stakeholders, such as clients, employers and providers, to achieve a coordinated approach in providing support.
- Providing excellent customer service and quality work while working in a fast-paced environment.
- Confidently achieving individual and team KPI targets, while keeping high standards of claims management and thorough quality of assistance for clients.
Event Supervisor
Cossars Wineshed
01.2015 - 01.2019
- Coordinated weddings and events, managing vendors, staff, and schedules under pressure.
- Supervised and trained catering and bar staff, ensuring high-quality service delivery.
Education
Masters of Social Work -
University of Canterbury
Christchurch, New Zealand12-2028
Bachelor of Arts - Psychology And Human Services
University of Canterbury
Christchurch, New Zealand11-2018
NCEA Level 1, 2 And 3 -
Middleton Grange School
Christchurch, New Zealand12-2015
Timeline
Recovery Coordinator - Level 2
ACC
02.2025 - Current
Recovery Assistant - Level 2
ACC
01.2023 - 01.2025
Student Advisor
University of Canterbury
01.2022 - 12.2022
Case Coordinator/Recovery Assistant
ACC
01.2019 - 01.2022
Event Supervisor
Cossars Wineshed
01.2015 - 01.2019
Masters of Social Work -
University of Canterbury
Bachelor of Arts - Psychology And Human Services
University of Canterbury
NCEA Level 1, 2 And 3 -
Middleton Grange School