Vanessa Hanbury
Service Coordinator
Coquitlam,BC
Summary
Forward-thinking Service Coordinator bringing 2.5 years of expertise in Claims Management for Insurance sector businesses. Cultivates rapport with individuals to optimize treatment plan goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Microsoft and CMS software.
Overview
2025
2025
years of professional experience
5
5
Certifications
Work History
Service Coordinator, Claims Management
WorkSafeBC
4 2022 - Current
- Independently problem solve and analyze facts to make sound decisions that reflect policy, procedures, and guidelines, while exhibiting sound judgment, discretion, and accountability for the decisions being made.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Assisted in development of comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction and success in return-to-work.
- Established strong relationships with stakeholders through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.
- Liaised with payment services department to ensure accurate billing and resolve any discrepancies, enhancing stakeholders trust and satisfaction.
- Enhanced customer satisfaction by providing timely and accurate wage loss entitlement decisions, while maintaining open lines of communication with stakeholders.
- Collaborated with healthcare providers to obtain necessary medical records, ensuring timely and accurate claim adjudication and ongoing claim management.
- Actively participated in continuous education opportunities related to insurance laws, disability management, products offerings available in the market which helped better serve clients.
Office Administration & Medical Secretary
WorkSafeBC
04.2019 - 04.2022
- Maintained office supplies inventory by checking stock, anticipating department needs, and placing and expediting orders.
- Enhanced office productivity by handling high volume of callers per day to offer office information, answer questions, and direct calls to staff.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Assisted in the development of new office procedures to enhance workflow efficiency and overall productivity.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Coordinated and scheduled EMAI appointments for WCB Medical Advisors.
- Compiled and analyzed data to produce reports.
- Maintained a clean reception area conducive to a professional atmosphere while adhering to safety guidelines during the COVID-19 pandemic.
Registered Veterinary Technician
BCSPCA
04.2017 - 12.2021
- Organized and detail-oriented with a strong work ethic.
- Presented conclusions in clear and concise language that was easily understood by all parties involved in the treatment plan adjudication process.
- Managed complex cases involving multiple health issues, coordinating care across various specialties for optimal patient outcomes.
- Followed safety and hygiene protocols before, during and after surgery to avoid accidents or infections.
- Mentored junior veterinary staff, sharing knowledge and expertise to improve overall team performance.
- Helped improve animal wellbeing by advising owners on better care strategies and treatment options by providing detailed explanations and follow-up care instructions.
- Performed detailed follow-up patient assessments per treatment plans and hospital/clinic policies.
- Skilled at working independently and collaboratively in a team environment.
Registered Veterinary Technician & Office Manager
Queensborough Veterinary Hospital
04.2020 - 03.2021
- Streamlined clinic operations by organizing supplies and maintaining clean treatment areas, fostering a safe and efficient workspace.
- Enhanced patient care by performing a variety of veterinary assessments, diagnostic/laboratory tests, and treatments to analyze results for accurate diagnosis, monitor treatment plan efficiency and provide education of ongoing care.
- Maintained detailed patient records, allowing for efficient communication between team members and streamlined care processes.
- Increased client satisfaction with compassionate care, timely follow-ups, and thorough explanations of treatment plans.
- Implemented tailored treatment plans based on individual patient needs, resulting in improved health conditions over time.
- Maintained a safe work environment by enforcing strict adherence to safety protocols and regularly updating essential equipment.
- Resolved customer complaints professionally and efficiently while promoting a satisfactory outcome for both parties involved.
- Handled difficult situations calmly; navigating challenging conversations with clients regarding end-of-life decisions or financial constraints.
- Provided consistent leadership and direction; fostering an environment of teamwork, collaboration, and open communication among staff members.
Education
No Degree - Disability Management
Simon Fraser University
Burnaby, BC 05.2024 - 10.2024
BBA -
British Columbia Institute of Technology
Burnaby, BC 05.2001 - 05.2021
No Degree - HR Management Diploma
British Columbia Institute of Technology
Burnaby, BC 05.2001 - 06.2020
Associate of Arts - Psychology
Indian River State College
USA, Florida 05.2001 -
Skills
Problem-solving aptitude
Time management abilities
Individualized service/treatment plans
Client rapport
Investigative skills
Insurance policy knowledge
Teamwork skills
Case Management
Certification
OFA First Aid – Level 2, Valid
References
Upon Request
Timeline
No Degree - Disability Management
Simon Fraser University
05.2024 - 10.2024
Registered Veterinary Technician & Office Manager
Queensborough Veterinary Hospital
04.2020 - 03.2021
Office Administration & Medical Secretary
WorkSafeBC
04.2019 - 04.2022
Registered Veterinary Technician
BCSPCA
04.2017 - 12.2021
BBA -
British Columbia Institute of Technology
05.2001 - 05.2021
No Degree - HR Management Diploma
British Columbia Institute of Technology
05.2001 - 06.2020
Associate of Arts - Psychology
Indian River State College
05.2001 -
OFA First Aid – Level 2, Valid
DOFFA WorkSafeBC, Valid
CPHR Candidate, Valid
CVRP Student, Valid
BCVTA RVT License, Valid
Service Coordinator, Claims Management
WorkSafeBC
4 2022 - Current
Similar Profiles
Sam RushbrookSam Rushbrook
Senior Analytics Specialist at WorkSafeBCSenior Analytics Specialist at WorkSafeBC
GAUTAMI SHELARGAUTAMI SHELAR
Business Analyst at WorkSafeBCBusiness Analyst at WorkSafeBC
TY COOKETY COOKE
Prevention Information Assistant at WorkSafeBCPrevention Information Assistant at WorkSafeBC