Brianna CENNON
Courtenay,BC
Summary
A proactive disability case manager passionate about best practice, leadership, customer service, authentic mentorship and coaching, making informed and fair decisions, and being a champion for meaningful organizational change.
Overview
13
13
years of professional experience
Work History
Senior Support and Recovery Specialist
Insurance Corporation of British Columbia
01.2020 - Current
- Case management of accident benefit (AB) claims in Part 7 and Part 10 of the Insurance (Vehicle) Regulation for customers with non-catastrophic injuries with a focus on return to work and functional status
- Functions include engagement and relationship building, comprehensive/holistic assessment, analysis, case planning/consultation, monitoring, evaluation, and conclusion of AB files
- Specialized handling of customer claim files both within and outside the Enhanced Care regulations (coexistence), represented AB files, Out of Province AB files, all requiring an additional framework of knowledge
- Supporting colleagues with informal and formal mentorship and volunteering for leadership opportunities and special projects.
Cadet Instructor
Department of National Defence, Canadian Forces
08.2010 - 11.2021
- Unit Commanding Officer December 2018 - December 2021
- Contributing to the development and preparation of youth for the transition to adulthood through instructions and leadership development, highlighting shared values of loyalty, professionalism, mutual respect, and integrity and preparing them to become the leaders of tomorrow.
- Mentored junior officers, providing guidance and support in their professional development and leadership growth.
- Promoted a positive organizational culture that fostered teamwork, resilience, and commitment to excellence.
- Ensured compliance with internal policies and procedures as well as relevant regulations governing military operations.
- Coordinated multi-disciplinary teams effectively, maximizing individual strengths to achieve collective goals.
Customer Claims Specialist
Insurance Corporation of British Columbia
06.2019 - 09.2020
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Streamlined the claims process for clients with proactive case management, regular updates, and prompt resolution.
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
Claims Support Assistant
Insurance Corporation of British Columbia
10.2018 - 06.2019
- Maintained high accuracy and speed in data entry.
- Collaborated with other departments to gather necessary information, expediting claim resolution times.
- Managed confidential claimant information responsibly, adhering to company policies and data protection regulations.
- Provided administrative support to claims management staff, enabling them to focus on higher-level tasks and decision-making processes.
Seamanship Instructor
HMCS QUADRA Cadet Training Centre
06.2018 - 08.2018
- Term Appointment ensuring the successful completion of mandated Sea Cadet summer training for 400+ students, including resource management, personnel management of 4 youth instructors, instruction, and environmental stewardship.
- Increased student motivation by developing engaging lesson plans that catered to various learning styles.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Assisted in curriculum development, ensuring alignment with safety standards and best practices for effective instruction.
Education Coordinator
Family Practice Residency Program, Faculty of Medicine, UBC
02.2018 - 04.2018
- Acting as a central resource for the administrators and residents of 19 distributed sites, processing financial reimbursements, providing support to distributed site coordinators, and planning Scholarship activities with the Lead Faculty for Scholarship.
Senior Program Assistant
Undergraduate Medical Education, Faculty of Medicine, UBC
11.2016 - 02.2018
- Supporting the Case-Based Learning component of Year 1 Undergraduate Medical Education, connecting medical faculty with small group mentorship of first year medical students.
- Managed high-priority tasks, meeting strict deadlines and consistently delivering results under pressure.
- Facilitated stakeholder engagement by organizing workshops, focus groups, or surveys to gather valuable input on program initiatives.
- Assisted with planning and coordinating day-to-day and special program activities.
Senior Program Assistant
Postgraduate Medical Education, Faculty of Medicine, UBC
08.2013 - 11.2016
- Ensuring the ongoing success of the 15 Psychiatry residents at the Victoria Distributed Site Psychiatry program through streamlining and improving key administrative processes and overseeing critical components of resident training, information and education.
- Scheduled Psychiatry rotations for PGY-1 year and Family Practice Residents
- Organized events and meetings for residents and instructors, ensuring seamless logistics and effective communication among attendees.
- Maintained comprehensive databases to track program activities, milestones, and outcomes for easy reporting and analysis.
- Created and updated records and files to maintain document compliance.
Education
Bachelor of Science - Psychology
University of Victoria
Victoria, BC05.2013
CMHA Mental Health First Aid -
UBC Professional Development
Vancouver, BC02.2017
Intermediate Officer Training Course -
Canadian Forces
Victoria, BC11.2014
Unit Cadet Conflict Management Advisor -
Canadian Forces
Victoria, BC05.2013
Skills
- Policy interpretation
- Empathy and understanding
- Case assessment
- Client advocacy
- Resource coordination
- Documentation proficiency
- Team collaboration
- Medical terminology
- Problem-solving abilities
- Time management
- Training development
- Disability knowledge
Languages
English
Native or Bilingual
Timeline
Senior Support and Recovery Specialist
Insurance Corporation of British Columbia
01.2020 - Current
Customer Claims Specialist
Insurance Corporation of British Columbia
06.2019 - 09.2020
Claims Support Assistant
Insurance Corporation of British Columbia
10.2018 - 06.2019
Seamanship Instructor
HMCS QUADRA Cadet Training Centre
06.2018 - 08.2018
Education Coordinator
Family Practice Residency Program, Faculty of Medicine, UBC
02.2018 - 04.2018
Senior Program Assistant
Undergraduate Medical Education, Faculty of Medicine, UBC
11.2016 - 02.2018
Senior Program Assistant
Postgraduate Medical Education, Faculty of Medicine, UBC
08.2013 - 11.2016
Cadet Instructor
Department of National Defence, Canadian Forces
08.2010 - 11.2021
Bachelor of Science - Psychology
University of Victoria
CMHA Mental Health First Aid -
UBC Professional Development
Intermediate Officer Training Course -
Canadian Forces
Unit Cadet Conflict Management Advisor -
Canadian Forces
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