Linda Rassam

In this role I undertook all elements described in the Case Manager role with the addition of the following elements:

• Utilized Active Case Management strategies for high-risk claims, coordinating with third-party specialists (e.g., occupational therapists, psychologists) for assessments and vocational rehabilitation support.
• Played a key role in enhancing claims processes and contributing to the development of Standard Operating Procedures (SOPs).
• Optimized claims management by introducing process improvements and developing standardized templates.
• Worked collaboratively across teams to simplify the claims journey where appropriate.

• Contributed to developing a new Audit tool and Standard Operating procedures for internal claim audits
• Conducted internal claim Audits for Income Protection, Life and Trauma claims. The Audits contributed to providing current data on quality, accuracy and level of service as well as utilised by claims managers for performance measurement.
• Identification and appropriate reporting of risk incidents (If any) as well as identification whether delegated authority levels and appropriate sign-offs are met and completed
• Contributed to report generating and data presentation.
• Collaboration and communications with team leaders and managers of any themes identified

• Managed and assessed Income Protection Claims, ensuring alignment with policy terms and conditions.
• Provided clients with clear explanations of benefits and coverage.
• Maintained proactive communication (verbal and written) with clients, financial advisers, and third-party providers..
• Monitored and adjusted case management strategies based on evolving information or circumstances and provided clear documentation of claim plans, decisions, and any change in circumstance.
• Collaborated with internal teams (underwriting, legal, product) to ensure accurate and efficient claims handling.
• Mentored new case managers, offering training and guidance on company processes and products.
• Resolved customer complaints and managed difficult cases with professionalism and empathy.

• This role involves active management of an ongoing caseload, working closely with vulnerable customers, managing payments, claim related requirements as well as critically assessing the claim related information received and the policy wordings

• This role involves working with individuals of different ages and backgrounds in a one-on-one teaching session
• It also requires being creative and flexible and using active listening skills in delivering concepts and techniques in ways are unique and meaningful to each student which highly assists in retaining new information

• The role involves monitoring and reviewing elderly residents' nutrition status, reviewing clinical notes, performing nutritional assessment and interventions, as well as prescribing appropriate nutritional supplements.

• This role involves performing venepuncture, exercising patient confidentiality, processing samples and being a flexible and dynamic team player whilst managing workload in a fast-paced and demanding environment
• This role also involves visiting patients within the community

• Managed a caseload and prioritised patients and referral according to the Standards of Care in a fast-paced hospital environment within the renal and urology wards of Auckland City hospital
• Critically analysed medical concerns, social backgrounds, anthropometry, biochemistry, clinical signs and nutritional history of patients to achieve a holistic understanding and tailored approach to their current situation.
• Delivered group education sessions on healthy eating for a healthy body and mind and on how to manage conditions like cardiovascular disease.
• Performed and participated in a variety of public health projects through organisations like Nestle and DaySpring. The project utilised public health models to design, implement and evaluate nutrition programmes.
• Evaluating and provided advice in managing foodservice systems to optimise nutrition, health and wellbeing in different facilities like hospitals and rest homes.