Sara Alcock
Calgary,AB
Summary
I am a results-driven Claims Service Ambassador with a proven track record of providing excellent member service and effectively managing insurance claims at Wawanesa. I am skilled in communication and problem-solving, with a focus on ensuring member satisfaction and efficient claims processing.
I am currently enrolled in the Chartered Insurance Professional program with the Insurance Institute of Canada, and I am in the process of completing my C11 course.
My goals are to obtain a position where I can apply and maximize my diverse experience while continuing to learn and advance my skills within the insurance industry.
Overview
10
10
years of professional experience
Work History
Claims Service Ambassador
Wawanesa Mutual Insurance
03.2024 - Current
- Contributed to Wawanesa's goal of delivering an exceptional and consistent claims experience through the fair and equitable recording and assigning of auto and/or property claims
- Acted as a liaison between members and external stakeholders and the handling adjusters on file when calling in with an inquiry
- Coordinated services for members with vendors and service providers
- Interpreted policy wording to determine policy coverage, within a limited scope
- Maintained accurate records based on company standards and policies within the claims system
- Volunteered for the Employee Engagement Committee
- Demonstrated empathy and concern for members while taking the claim
- Actively demonstrated the ability to work fast and succeed at hitting after call work goals
- Continually hit PBE and PPN targets
- Achieved NPS score targets
- Utilized the We Care program for our members who needed it
- Collaborate with teams members during daily team meeting calls
- Demonstrated the ability to work within a team or individually with minimal supervision
- Driven to continually learn by utilizing the available PCR courses
Unit Coordinator
Alberta Health Services
05.2023 - 03.2024
- Responsible for all scheduling and payroll needs of the entire Emergency Department which includes 300+ staff. This entails short calls, pre-plotting time off, vacation planning, WCB claims and staff coverage, correcting any pay related errors, and advance booking of staff to fill any departmental needs.
- Hire, transfer and terminate employees as the management team directs. Coordinate and schedule new staff orientation which includes meeting with the staff on their first day of orientation and ensuring they have everything they need.
- Acting as an administrative coordinator for the Manager(s) and managing their calendars.
- Prepare the unit for any planned or unplanned system downtimes. Ensure timely ordering of supplies, both medical and office, in order to prevent running out of necessary items.
- Coordinate with the Nurse Clinicians and Charge Nurses throughout the day to ensure all department needs are being met.
- Create and distribute a monthly department newsletter.
- Schedule over 300+ meetings with each staff member and the Manager(s) in a timely manner.
- Ensure all texting and distribution lists are up-to-date.
Administrative Assistant
Alberta Health Services
01.2018 - 10.2020
- Responsible for providing major support to both the Site Director and Executive Director for Critical Care and Women's Health
- Daily responsibilities include, but are not limited to, calendar management, arranging and booking any travel requirements, ensuring the Code Orange Command Post is prepped with current documentation, managing the Hand Hygiene iPads and ensuring they stay charged and up-to-date, updated all laptops in the Administration Office with newer models, preparing and distributing memos and correspondence, ensuring the site-wide Artwork spreadsheet is up-to-date, updating the current Learning and Development documentation and processes, researching and gathering information on lockable cellphone charging stations and bottle filling stations for the site, preparing the Green ‘n Healthy report for the Site Director, transcribing minutes for 14 meetings and ensuring they are completed efficiently and effectively and distributed appropriately within a reasonable amount of time, maintaining effective electronic filing of documentation, managing email correspondence, ensuring all site-wide contact lists, distribution lists, pager lists and fan out lists are up-to-date, creating and submitting iExpense claims, iProcurement orders and eFacilities requests, updating the Highwood Tower elevator directories, beginning the leg work on updating all way- finding maps throughout the site and, supporting and providing back up coverage for payroll and the other Assistants as necessary, preparing and providing meeting assistance, updating ROCA with the Cardiology Nurse Practitioner's schedules and coordinating with the medical affairs office along with ensuring ESP for the NP group is accurate, assisting and working on various site-wide Green and Healthy initiatives / campaigns, distributing monthly Hand Hygiene reports for the site, demonstrating expert-level proficiency in all Microsoft Office, Adobe and other software programs, distributing site- wide communication emails, track and follow-up on all Care After Death patient belongings and valuables, schedule annual site-wide Safety Rounds
- Demonstrating the ability to work both in a team environment and with minimal supervision while maintaining a positive attitude, showing self-directed initiative to complete tasks and completing those in a timely manner, displaying a high degree of organization and professionalism, exhibiting flexibility with changing demands while exercising good judgment and discretion and, being available as a resource to all levels of management and staff throughout the site
- During the COVID-19 Pandemic, my roles and responsibilities became more fluid. I was required to be flexible and accommodating during an unknown and ever-changing period of time. Some of my responsibilities included but were not limited to: setting up and initializing the RGH Site Incident Command Post (ICP), providing support to both the Executive Leadership team, and the site-based Managers, monitoring and responding to any emails coming in through the ICP email, tracking and submitting all expenses for all areas of my portfolios that were related to COVID-19, tracking all over-time hours for all staff within my two portfolios relating to COVID-19, setting up and helping to monitor the site screening tables, and maintaining my usual workload while taking on more responsibility during the pandemic.
Receptionist
Standard General Inc.
10.2017 - 01.2018
- Responsible for a wide variety of clerical duties while providing exceptional support to the company's administrative and accounting teams
- Daily duties included greeting and screening visitors while presenting a positive and professional image of the organization, responding to all email and in-person inquiries from clients, business partners, and other parties and then directing all inquiries to the appropriate personnel, working a multi-line switchboard, managing all incoming mail, typing up forms, letters, reports, and memos, assisting with booking and organizing in-house meetings and orientations, maintaining office and kitchen supplies, organizing deliveries, categorizing and updating correspondence, and maintaining tidy and presentable reception area
- Responsible for assisting the accounting team with specific tasks such as posting general ledgers and invoices to be processed for payment, receiving and matching invoices with purchase order requests, updating the main vendor list, and all general filing as needed.
Medical Office Assistant
Riverbend Medical Clinic
01.2016 - 03.2017
- Responsible for providing advanced administrative support to both internal and external stakeholders, offering exceptional patient care and customer service to all patients and the seven clinic physicians
- Daily responsibilities included working the switchboard, booking new and follow-up patient appointments, confirming appointments, receiving payments, completing insurance requests for patients, directing referrals for all physicians to the appropriate specialist, sending samples and swabs to the lab, ensuring accurate requisition and tubes labeling, electronically filing all patient documents, working with Respiratory Home Care, consistent validation of patient information, organizing daily schedules and bookings for the physicians
- Responsible for taking and recording basic vital signs of patients and documenting their medical histories.
Executive Administrative Assistant
Alberta Health Services
01.2014 - 01.2016
- Responsible for providing comprehensive and executive level administrative support to the Senior Program Officer and Senior Provincial Director/Chief Paramedic of Alberta Health Services
- Primary roles and responsibilities included scheduling meetings, managing calendars, keeping accurate and complete paper and electronic records, responding to email and telephone inquiries, maintaining updated contact lists, managing daily documentation, reports, and presentations, maintaining correspondences with all EMS partners, ensuring administrative standards are met in accordance with the strict AHS requirements and policies, organizing travel documentation and bookings, developing strong working relationships with other AHS staff and external stakeholders (including City of Calgary Police and the Office of the Mayor) while providing trustworthy leadership and direction to other EMS Administrative Staff, and responding to all daily administrative activities.
Education
Hospital Unit Clerk Certificate -
Bow Valley College
Calgary, AB06.2010
High School Diploma -
Bishop Grandin High School
Calgary06.2009
Skills
- Excellent written and verbal communication skills
- Extensive computing knowledge
- Executive administrative experience
- Front-Office and back-end operations experience
- Superior customer service skills
- Reliable and confident with cash handling
- Advanced MS Office Suite skills
- Very organized, strong minded, and determined
- Works well as part of a team or independently
- Driven to constantly learn and advance in any setting
- Attentive and aware of surroundings with a positive attitude
- Honest, loyal, punctual, and dependable
- Comfortable with Adobe Acrobat
Languages
English
Volunteer History
- Wawanesa Insurance, Employee Engagement Committee Member - responsible to collaborate with the team to develop fun and unique ways of engaging staff
- Bridlecrest Pointe, Board of Directors Volunteer member and Secretary for a large condominium complex - Responsible for taking minutes at all board meetings and distributing to the rest of the board in a timely manner. As well as addressing and helping to deal with issues, questions and concerns as they arise.
- Standard General Inc., Social Club 2017 Volunteer member - Responsible for attending all meetings and events with a professional and positive attitude. Responsible for organizing and operating workplace campaigns, events, and activities.
- SHC Wellness Expo Committee 2014 - Responsible for attending meetings and organizing and planning events and committee procedures.
Timeline
Claims Service Ambassador
Wawanesa Mutual Insurance
03.2024 - Current
Unit Coordinator
Alberta Health Services
05.2023 - 03.2024
Administrative Assistant
Alberta Health Services
01.2018 - 10.2020
Receptionist
Standard General Inc.
10.2017 - 01.2018
Medical Office Assistant
Riverbend Medical Clinic
01.2016 - 03.2017
Executive Administrative Assistant
Alberta Health Services
01.2014 - 01.2016
Hospital Unit Clerk Certificate -
Bow Valley College
High School Diploma -
Bishop Grandin High School
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