theresa spohn
toronto,Ontario
Overview
35
35
years of professional experience
Work History
Early Resolution Specialist
Patient Ombudsman
Toronto, Canada
01.2022 - Current
- Resolved written complaints related to Ontario’s public hospitals, provincially licenced long-term care homes, publicly-funded home care services and community diagnostics and surgical centres
- Assessed and analyzed complaints to identify relevant issues within the Patient Ombudsman’s mandate and determine how best to resolve them, including making suggestions to health sector organizations to improve patient experience
- Managed complaint files, conducted research, made inquiries to health sector organizations, wrote resolution letters and used various strategies in an attempt to resolve complaints in an informal and timely manner
- Resolved progressively more complex complaints, including those with several concerns, multiple health sector organizations and numerous points of contact in each health sector organization
- Managed a caseload, using the principles of fairness and accountability, that included cases of sexual assault, trauma, abuse, security involvement, payment issues and patient mortality
- Previously managed intake calls providing the members of the public with timely advice and appropriate referrals
- Participated in many internal Patient Ombudsman committees including quality improvement, employee surveys and the employee improvement working committee
- Attended a number of training sessions including Trauma Informed Care: Understanding the Neurological and Psychological Effects of Sexual Assault and Physical Assault by Dr
- Lori Haskill provided by the Ontario Ombudsman, Managing Unreasonable Behaviour by a Complaint offered by the Ombudsman of New South Wales, Ontario Health Constructive Conversations course
Disability Management Case Worker
Canada Life
Toronto, Canada
12.2010 - 08.2012
- Managed a caseload of 50 STD and LTD claims for a national financial client, with approximately 40% were mental health claims
- Assisted claimants in accessing timely medical care, company-funded support services and negotiating return-to-work plans
- Applied knowledge of employment and human rights law, and best practices in labour market reintegration
Disability Management Analyst
Manulife
Toronto, Canada
01.2008 - 01.2010
- Managed a mixed caseload of 80 Consulting, STD and LTD claims
- Implemented appropriate policy provisions and maintained service standards
- Assisted employers in implementing individual return-to-work programs to lower the duration of claims and prevent further absences
Ability Management Analyst
Acclaim Ability Management
Toronto, Canada
01.2008 - 12.2008
- Managed a diverse caseload of employer self-insured short term disability claims by liaising with policy administrators, managers, employees and medical professionals
Senior Health Services Coordinator
HP Enterprise
Toronto, Canada
01.2002 - 01.2008
- Maintained an 85% return to work rate for all cases and most disabled employees returned-to-work within less than 6 months of the date of disability
- Educated managers across a national financial organization to manage individual disability claims and trained new colleagues in the process
Disability Management Analyst
HP Enterprise
Toronto, Canada
01.1999 - 01.2002
- Changed carriers to deliver a more cost effective program while maintaining excellent service levels
- Centralized the company's disability desk to track disabled employees under 8 different insurance policies after a company merger
Vocational Rehabilitation Caseworker
Vocational Pathways
Toronto, Canada
01.1999 - 12.1999
- Developed thorough and objective vocational reports and analyses
- Provided job search training and employment placement assistance to clients receiving outplacement services
Executive Conference Developer
Insight Information
Toronto, Canada
01.1999 - 12.1999
- Recruited and organized knowledgeable speakers on human resources topics to create 'must attend' training conferences
- Confirmed agendas, speaker presentations and target markets with leading subject matter experts
Disability Management Manager
Liberty Health
Toronto, Canada
01.1997 - 01.1998
- Managed a team of two employees to provide rehabilitation services to various clients
- Marketed Liberty Health’s disability management service concept at the company’s annual sales conference and to brokers throughout the province of Ontario
Technical Consultant
Liberty Risk Services
Toronto, Canada
01.1995 - 01.1997
- Researched, designed and developed Liberty Risk Services’ comprehensive Return to Work Process manual
- Designed and delivered a corresponding 2 day seminar
- Worked with consulting clients to improve their return to work programs for their disabled employees
Vocational Rehabilitation Caseworker
Workplace Safety and Insurance Board
Toronto, Canada
01.1990 - 01.1995
- Worked with various employers in the fields of hydro facilities, meat packing plants and a municipal employer to assist them in returning injured workers back to the workplace
Education
Diploma - Journalism
Centennial College
Toronto, ON01.2014
Certificate - Business
Ryerson University
Toronto, ON01.1994
Honours Bachelor of Arts - Political Science
University of Toronto
Toronto, ON01.1987
Skills
- De-escalation techniques
- Interview witnesses
- Negotiation management
- Attention to detail
- Deductive reasoning
- Social perceptiveness
Timeline
Early Resolution Specialist
Patient Ombudsman
01.2022 - Current
Disability Management Case Worker
Canada Life
12.2010 - 08.2012
Disability Management Analyst
Manulife
01.2008 - 01.2010
Ability Management Analyst
Acclaim Ability Management
01.2008 - 12.2008
Senior Health Services Coordinator
HP Enterprise
01.2002 - 01.2008
Disability Management Analyst
HP Enterprise
01.1999 - 01.2002
Vocational Rehabilitation Caseworker
Vocational Pathways
01.1999 - 12.1999
Executive Conference Developer
Insight Information
01.1999 - 12.1999
Disability Management Manager
Liberty Health
01.1997 - 01.1998
Technical Consultant
Liberty Risk Services
01.1995 - 01.1997
Vocational Rehabilitation Caseworker
Workplace Safety and Insurance Board
01.1990 - 01.1995
Diploma - Journalism
Centennial College
Certificate - Business
Ryerson University
Honours Bachelor of Arts - Political Science
University of Toronto
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