Hi, I’m
MANOELA DIAS
Case Manager
Toronto ,ON
Summary
Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Overview
5
years of professional experience
Work History
WSIB - Workplace Safety and Insurance Board
Case Manager - Short Term
09.2023
Job overview
- Develop, implement, and monitor comprehensive and integrated case management plans for all activity in the case required to achieve recovery, community integration, and where possible, return to work
- Collecting information to progress the case; assessing and positioning each case along its appropriate recovery path; setting goals and making decisions based on legislation, policy, and best practices
- Planning activities in collaboration with workplace parties and team members; participating in case conferences with the service delivery team and management; coordinating and taking action on planned activities; reviewing and monitoring new information as received; closing plan activities when active case management is no longer required; following up and evaluating cases to ensure case management plan continues to be effective.
Manulife
Case Manager - New Business
09.2021 - 09.2023
Job overview
- Manage tight deadlines and address urgent cases being the primary contact for all New Business administrative activities
- Obtain or provide information in situations requiring tact, diplomacy, or persuasion; deal with angry, frustrated or uncooperative clients providing a high level of service to customers
- Ensure positive and effective relationships are maintained with customers, including regional directors and producers
- Proactively work to identify and correct complex issues, resolve complaints and concerns, coordinating with other staff and departments as required
- Work with other team members to ensure a cohesive unit and consistent service and actively participate in the continuous improvement of business processes
- Manage tight deadlines and address urgent cases by multitasking and prioritizing tasks under stressful and changing circumstances
- Excellent customer service, negotiation and communication skills.
Foresters Financial
Case Manager - New Business
08.2020 - 09.2021
Job overview
- Answer inbound producer service related calls regarding all aspects of Foresters Financial new business activities
- Proficiently determine the needs of the caller and provide support timely resolution in an effort to achieve one-call resolution, managing customer expectations, meeting tight deadlines and addressing urgent cases
- Accountable for assigned application and certificates from application set-up to settling of policies
- Review documentation and requirements for completeness, accuracy and action as required
- Investigate and identify any irregular signatures, manage the New Business Life Insurance case follow-up of documents for missing or incomplete information, review, investigate, process and track delivery requirements as required, archiving of electronic documents, and processing policy changes within established period of time
- Professional communication with internal and external partners that include Master Agencies and phone queue management with high energy, passion and a positive attitude
- Excellent customer service, negotiation and communication skills.
Ardent Assistance
Case Manager
06.2019 - 08.2020
Job overview
- Exceptional Customer service in 3 languages: English, Portuguese and Spanish
- Dynamic case manager in a fast paced travel insurance cost-containment company, case analysis, billing, medical records analysis, claims adjudication, interpretation and application of diverse policy wording, email and telephone communication
- Close attention to detail and documental analysis
- Work directly with major international insurance companies, brokering insured service in North America, such as Mapfre, Berkley, MDM Medicus, VUMI Group, HMC, CCMP, Escapade and TIS.
RBG - Royal Botanical Gardens
Archives Intern
10.2018 - 03.2019
Job overview
- Prepare an inventory for each collection held within the historical horticultural collections, help prepare descriptions of the materials to improve search functionality, assist in the development of an effective database to record materials and finding-aids.
Education
Insurance Institute of Canada
Chartered Insurance Professional (CIP) - In progress
01.2020
Society of American Archivists' - SSA
Cultural Diversity Competency Course
01.2019
University of Sao Paulo
Master of Social Sciences in Human Behaviour
01.2018
University of Sao Paulo
Bachelor Social Sciences
01.2016
University Overview
Honors: Magna cum laude
Skills
- Highly-dedicated, organized, and compassionate professional
- Over 5 years experience in Case Management
- Solid understanding of collecting information, making decisions, reviewing, monitoring, and directing cases towards resolution
- Ability to manage and use multiple systems to achieve high quality outcomes
- Exceptional skills in collecting information to progress cases; assessing and positioning claims; setting goals and making decisions based on legislation, policy, and best practices
- Strong knowledge of insurance industry and business procedures
- Over 10 years experience in Customer Service
- Exceptional communication and interpersonal skills in English, Portuguese and Spanish
- Committed professional, multi-task, reliable, attentive with details, problem solving and organized
- Recordkeeping
- Customer Relations
- Written Communication
- Public Speaking
- Friendly, Positive Attitude
- Data Management
- Active Listening
- Excellent Communication
Languages
English
Full Professional
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Case Manager - Short Term
WSIB - Workplace Safety and Insurance Board
09.2023
Case Manager - New Business
Manulife
09.2021 - 09.2023
Case Manager - New Business
Foresters Financial
08.2020 - 09.2021
Case Manager
Ardent Assistance
06.2019 - 08.2020
Archives Intern
RBG - Royal Botanical Gardens
10.2018 - 03.2019
Insurance Institute of Canada
Chartered Insurance Professional (CIP) - In progress
Society of American Archivists' - SSA
Cultural Diversity Competency Course
University of Sao Paulo
Master of Social Sciences in Human Behaviour
University of Sao Paulo
Bachelor Social Sciences
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