Nat Calhau
Etobicoke
Summary
Strong leader and problem-solver dedicated to streamlining operations to drive and influence results and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Proactive manager with demonstrated leadership abilities, high engagement results and customer focused approached. Clear and professional communicator with focus on building strong team and client relationships.
Overview
25
25
years of professional experience
Work History
Senior Program Management Specialist
Manulife Financial
10.2024 - Current
- Trend and program management reporting back to client as well as the Manulife Operations teams
- Assist with complex disability cases and provide guidance to client and Case Managers.
- Manage and drive consistency in disability management processes.
- Create and maintain client’s comprehensive disability management manual including conducting periodic reviews and updates to reflect current trends.
- Consult with client's Medical director and legal department regarding accommodation needs and non-occupational disability issues.
- Provide feedback to the Operations teams Managers regarding emerging trends, case management deficiencies and any client concerns and recommends solutions for addressing any gaps and improving overall plan performance.
Associate Manager
Manulife Financial
03.2015 - 10.2024
- Set and enforced performance and service standards to keep consistent, high-quality results for our clients.
- Apply data (Power BI, CMT, KPIs, trend reports, etc) to ensure clients are getting the information and services they need, and identify opportunities.
- Deliver impactful, professional communication to build strong connections with customers, speak to client needs when part of client meetings.
- Develop and Present Client information sessions on products and services.
- Respond to escalations in a timely manner and where further investigation required, provide timeline for response to client, delegate action items to appropriate parties and follow-up for delivery to client.
- Drive employee engagement by cultivating a high-performing team in line with Manulife Values.
- Focus on simplifying the disability process and transition between products.
- Effective management of workflow and Strategic case management.
Operations Specialist
Manulife Financial Former Standard Life
11.2011 - 03.2015
- Provide coaching and mentoring for a team of LTD, STD, AMCS, and Admin. Assistants to drive positive outcomes.
- Fostering relationships with several large unionized clients, understanding the complex needs of their environment and organization.
- Lead in client meetings, prepare claims summary reports, and present statistical disability trend reports (e.g. evolution of claims, distribution per diagnosis, trends, comparison to our benchmarks).
- Onboarding disability clients and facilitating roadshow information sessions for HR teams.
- Participated in Finalist Presentations.
Case Manager, Health & Absence Management
Manulife Financial, Former Standard Life
01.2006 - 11.2011
- Developed and implemented comprehensive case management plans for STD, LTD, and Absence Management clients.
- Determine liability through analysis of medical evidence, contractual provisions, employer and employee information, and government programs.
- Communicate clearly with all stakeholders at key points in claims review process, and provide innovative recommendations in management of absence and return to work solutions.
- Participate in finalists presentations and client meetings.
Short and Long Term Case Manager
Sun Life Financial
10.2003 - 01.2006
- Managed caseload of STD & LTD claims to satisfy multiple clients with diverse needs, primarily in the industrial sector.
- Provide timely decisions to employees and employers regarding their absences.
- Clear communication of functional restrictions and limitations, along with identifying medical and non medical barriers for return to work.
- Collaboration with all key stakeholders (Plan sponsor, plan members, rehab specialists, treatment providers) for positive claims outcome.
Senior Sales Support Specialist
RR Donnelley Former Moore Financial Services Group
09.1999 - 10.2003
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Assisted customers with sales needs such as inventory and shipping questions.
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Coordinated responses and resources to handle special client requests.
Education
Hospitality Management
Humber College
Toronto, ON05.1999
Skills
- Escalation Management
- Customer Service
- Results Analysis
- Contract Management
- Communication & Collaboration
- Strategic Risk Management
Timeline
Senior Program Management Specialist
Manulife Financial
10.2024 - Current
Associate Manager
Manulife Financial
03.2015 - 10.2024
Operations Specialist
Manulife Financial Former Standard Life
11.2011 - 03.2015
Case Manager, Health & Absence Management
Manulife Financial, Former Standard Life
01.2006 - 11.2011
Short and Long Term Case Manager
Sun Life Financial
10.2003 - 01.2006
Senior Sales Support Specialist
RR Donnelley Former Moore Financial Services Group
09.1999 - 10.2003
Hospitality Management
Humber College
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