Category ten – Best individual contribution to rehabilitation and return to work
Emily is continuously working towards improving her customer experience by supporting workers, helping clients or her work colleagues. She understands the business needs when managing claims and is able to deliver on this while also providing empathetic support to her clients.
On one occasion Emily was required to support the recovery and return to work for four workers who were involved in the same workplace incident. All people involved in the incident had various physical and psychological injuries. The incident created a divide in relationship between the workers and the employer that was well managed and facilitated by Emily.
Emily managed these claims from beginning to end to ensure continuity of care. She was able to modify her claims management approach to suit each individual worker’s needs. Emily worked alongside specialists to provide appropriate diagnoses, treatment and return to work plans for each worker. She was able to achieve successful return to work outcomes for all four workers.
Emily has an empathetic and highly competent nature that helped achieve everyone’s individual desired outcome. She understands and appreciates an employer’s perspective as well as recognising the motivations and needs relating to the worker’s employment and life goals. Emily has introduced training plans and templates, process flows, mentored other staff and contributed to a recent mental injury guide.