NAJMA SAEED
Toronto
Summary
Case Manager with a demonstrated ability to manage complex cases efficiently and compassionately. Experienced in working with multidisciplinary teams to ensure comprehensive support for plan members. Successfully balanced heavy caseloads and delivered exceptional customer service.
Overview
11
11
years of professional experience
Work History
Disability Case Manager
Arc Health
05.2023 - Current
- Manage a dedicated caseload of short- and long-term disability files in alignment with service standards and turnaround targets.
- Conduct in-depth case assessments, gathering relevant information from employees, plan sponsors,and healthcare providers to identify return-to-work barriers.
- Facilitate the development of individualized return-to-work or alternative plans through proactive communication and collaboration with all stakeholders.
- Coordinate medical, occupational, and psychological interventions as needed to support safe and sustainable RTW outcomes.
- Review medical documentation and assess eligibility based on policy terms, contractual requirements, and medical evidence.
- Consistently maintain clear, timely, and professional communication with employees and employers to support understanding of the disability management process.
- Provide detailed documentation and updates to ensure seamless transitions between STD and LTD where applicable.
Disability Advisor
Canada Life
08.2020 - 05.2023
- Reviewed system data, contractual provisions, and claim documentation to confirm eligibility requirements for Short Term Disability and Long Term Disability claims.
- Completed timely outreach to plan sponsors and plan members, ensuring initial contact within twenty-four hours of receiving claim information.
- Communicated clearly and professionally with plan sponsors and plan members by phone and email to resolve discrepancies and obtain missing or unclear information.
- Prepared and issued declination letters and status notifications in accordance with policy guidelines and regulatory standards.
- Adjudicated and managed claims expected to be of limited duration, ensuring accurate assessment, timely decision making, and adherence to service level expectations.
- Maintained detailed and accurate documentation of claim activities, decisions, and communications in compliance with privacy, legal, and audit requirements.
- Collaborated with internal teams to support seamless claim processing and ensure positive claimant and sponsor experiences.
- Identified potential risks, trends, or inconsistencies in claim submissions, and raised concerns to leadership when appropriate.
- Delivered consistent, empathetic service while balancing quality and productivity.
Patient Coordinator
Hannam Fertility
01.2015 - 06.2020
- Delivered a high-quality customer experience by adhering to standardized operating procedures, industry regulations, and the Hannam Fertility Code of Conduct and Ethics.
- Coordinated and scheduled diagnostic tests and follow-up appointments, ensuring optimal alignment with patient needs.
- Managed patient registration in the database system, ensuring accurate attachment of all required reports.
- Maintained manual patient files and electronic records with precision, implementing workflows to improve appointment efficiency.
- Processed transactions such as appointment bookings, changes, cancellations, and refunds in a timely and accurate manner.
- Utilized strong analytical, interpersonal, and listening skills to address and resolve complex customer needs.
- Consistently achieved business objectives by promoting appropriate solutions and completing processes efficiently.
- Key Achievements: Effectively managed both manual and electronic patient records, overseeing patient flow within a multi-disciplinary clinic serving 500+ clients.
Education
Bachelor of Arts - Bachelors of Health Studies
York University
04-2020
Bachelor of Business Administration -
York University
04-2024
Skills
- Communication and Relationship Management
- Analytical and Investigative Ability
- Emotional Intelligence and Empathy
- Organizational and Time Management Skills
- Independent and Collaborative Work Style
- Critical Thinking and Problem Solving
- Service coordination
Timeline
Disability Case Manager
Arc Health
05.2023 - Current
Disability Advisor
Canada Life
08.2020 - 05.2023
Patient Coordinator
Hannam Fertility
01.2015 - 06.2020
Bachelor of Arts - Bachelors of Health Studies
York University
Bachelor of Business Administration -
York University