Amanda Oliveira
Burlington,Ontario
Summary
Detail-oriented professional with exceptional communication and time management skills, adept at thriving in fast-paced environments while effectively managing multiple tasks. Proven leadership abilities in onboarding and coaching high-performing teams to achieve collective goals. Committed to leveraging strengths to drive success and contribute to organizational growth, with a strong focus on continuous learning. Passionate about fostering a collaborative atmosphere that encourages innovation and enhances overall team productivity.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Case Manager
Workplace Safety And Insurance Board
03.2021 - Current
- Conducted thorough assessments of assigned cases to identify goals, barriers, and necessary interventions. Implemented appropriate comprehensive case management plans.
- Monitored ongoing cases through consistent follow-ups and progress updates, adjusting case management strategies as appropriate to achieve best recovery and return to work outcomes.
- Collaborated with internal and external multidisciplinary teams to ensure necessary interventions and support progression of case to support positive return to work and recovery outcomes.
- Provided high levels of customer satisfaction by educating workplace parties on benefits, policies, and decisions, while addressing concerns in a timely manner to efficiently prevent escalations.
- Supported successful onboarding of new team members by providing mentorship and guidance throughout onboarding.
- Achieved high performance goals and demonstrated ability to reach business objectives while managing approximately 65 short term claims, successfully transitioning to managing approximately 70 long term complex physical injury claims.
Claims and Underwriting Supervisor
Pethealth Inc.
01.2018 - 03.2021
- Provide ongoing leadership and coaching to achieve departmental goals and uphold quality of claims adjudicated.
- Support the daily activities of the claims department across multiple brands, products, workflows, and processes.
- Ensure high quality, expedient and profitable turnaround of client claims while managing appropriate risk analysis in underwriting files.
- Utilize sound decision-making skill to guide logical, informed, and fair conclusions within the adjudication process.
- Review high value claims and provide secondary authorization for payment.
- Collaborate with senior management to continually improve productivity and create a culture of high performance, accountability, and engagement.
- Communicate with clients and/or veterinary clinics with a high level of customer service, assisting with escalations and the resolution process.
- Prepare and discuss annual evaluations with reports, developing performance management plans as required.
- Lead team meetings and organize tasks to ensure actions are identified, prioritized, and completed.
- Completed the documentation, scheduling, and delivery of new developments to all impacted business units to support the successful launch of new processes.
- Applied excellent time management skills to organize and lead multiple training initiatives to completion.
Claims Department Trainer
Pethealth Inc.
01.2015 - 01.2016
- Successful facilitation and development of claims insurance adjuster training.
- Supported the creation and delivery of daily action plans to guide and delegate workload to employees.
- Coached employees through regular claim audits to minimize claim leakage within the department.
- Supported performance improvement plan development and coaching, with regularly scheduled evaluations to assess employee progress.
Claims Adjuster (Senior)
Pethealth Inc.
01.2012 - 01.2015
- Investigated, analyzed, and processed the fair adjudication of insurance claims, pre-approval determinations, and reassessments/appeals.
- Reviewed claim submissions to determine if additional medical information was required to settle claims, obtained further documentation as necessary, and followed claim to completion.
- Provided exceptional verbal and written communication to policyholders and third-party veterinary clinics regarding policy coverage and claim outcomes.
- Exceeded productivity targets for claims caseload and achieved multiple approval limit increases to authorize high value claims independently.
Veterinary Assistant
Upper Middle Road Animal Hospital
01.2011 - 01.2012
- Trained new receptionists and veterinary assistants on clinic software and standard operating procedures to ensure knowledge was sufficient to assist veterinarian.
- Ensured smooth operation of appointments in the preparation of vaccinations, diagnostic testing, surgery, anesthesiology, radiology, patient monitoring, and restraint.
- Provided quality customer service to clients throughout entire experience from appointment booking, assisting with medical procedures, and invoicing / patient discharge instructions.
Education
Bachelor of Science - Animal Biology
University of Guelph
Guelph, ONSkills
- Case Management and Adjudication
- Training and Quality Assurance
- Organization and Time Management
- Documentation and Reporting
- Verbal and Written Communication
- Critical Thinking and Decision-Making
- Empathy and Compassion
Certification
- Adult Education/Staff Training Certificate (Sept '25-current)
- Ontario OTL Licensed Insurance Agent (2016-2020)
- RIBO Level 1 Licensed Insurance Broker (2013-2016)
Timeline
Case Manager
Workplace Safety And Insurance Board
03.2021 - Current
Claims and Underwriting Supervisor
Pethealth Inc.
01.2018 - 03.2021
Claims Department Trainer
Pethealth Inc.
01.2015 - 01.2016
Claims Adjuster (Senior)
Pethealth Inc.
01.2012 - 01.2015
Veterinary Assistant
Upper Middle Road Animal Hospital
01.2011 - 01.2012
Bachelor of Science - Animal Biology
University of Guelph
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