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KELLY VOLK

Edmonton, AB T6J 3W7


Email: kelly.volk@shaw.ca
Phone: (780) 433-6259 / Cell 780 619-6259

DISABILITY CLAIMS CASE MANAGER / VOCATIONAL SPECIALIST


A detail-oriented and client-focused professional offering a 12+ year track record of success in benefits and disability
management, including development of absenteeism, Return-to-Work programs for short-term and long-term Leaves
of Absence (LOAs). Offering demonstrated expertise in performing comprehensive organizational health assessments
and disability management audits, as well as program modifications/enhancements to improve organizational health,
attendance, and best practices.
Facilitates continuous communication with all associated parties, including healthcare providers, human resources, WCB
representatives, union representatives, insurance providers, and affected employees. Manages caseloads of various sizes,
consistently seeking and suggesting innovative methods to enhance operational safety, positivity, and overall productivity.
Ample experience serving as primary point of contact following on- or off-site worker injuries, illnesses, and emergencies.

CORE SKILLS & COMPETENCIES


Project Coordination

Claims Adjudication

Human Rights Legislation

Community Partnerships

Budgeting & Reporting

FOIP & PIPPIA

Team Leadership & Motivation

Caseload Management

Labour Relations

Cross-Training

Conflict Resolution

Contract Negotiation

SELECTED ACHIEVEMENTS
Conceptualized and produced an Excel Spreadsheet that effectively documented and monitored all STD / LTD /
Maternity / Personal Leaves for 5,000+ Sobeys employees across Western Canada (Manitoba to BC).
Volunteered to develop a policy manual documenting the daily functions and primary responsibilities of the Abilities
Specialist at Sobeys; manual was successfully integrated for new hire/internal reference.
Handled all BC Health Benefit enrolments and troubleshot account errors pertaining to healthcare payments with
Clean Harbors; reconciled 40% of lost healthcare benefits backlog affecting 1,200+ employees.
Consistently recognized for dedication in following up with all employees during and after the LOA management
process. Regularly interface with affected employee(s) and supervisor(s) to obtain progress reports and
assess/address potential discrepancies.
Gleaned extensive experience working under extreme deadlines and managing 3,000+ construction workers
concerns as Illness & Injury Coordinator on a 24-hour construction plant.

Streamlined business processes within Grey Nuns Hospital Emergency Department to enhance resource
management. Agreed to take on payroll/HR responsibilities to gain additional expertise across various departments.

RELEVANT CAREER PROGRESSION


Contract Program Management Positions Edmonton, AB
Abilities Specialist OH&S | Sobeys Edmonton, AB
Disability Benefit Specialist HR Department | Clean Harbors Edmonton, AB
Benefit Analyst (Maternity Contract) | Stantec Edmonton, AB
Claims Facilitator | Alberta School Employee Benefit Plan Edmonton, AB
Illness & Injury Coordinator OH&S | PCL / Horizon /CNRL Fort McMurray, AB
Program Assistant | Grey Nuns Hospital Emergency Department Edmonton, AB

2013 2015
2013
2011 2012
2011
2007 2010
2007
2005 2007

DEMONSTRATED AREAS OF EXPERTISE


Program Development & Claims Management:
Developed detailed Return-to-Work plans for each Leave of Absence (LOA) while liaising between all associated
parties, including union representatives either at the employers worksite or via conference calls.
Adept in developing successful, long-term (1-2 month) plans that progressively improve employee rates of production.

KELLY VOLK

Edmonton, AB T6J 3W7


Email: kelly.volk@shaw.ca
Phone: (780) 433-6259 / Cell 780 619-6259

Coordinate staff retraining and rehabilitation upon the return of each employee to promote optimized performance
and to assess overall capacities.
Provide subject matter expertise around early intervention, casual absence, and disability management.
Create, negotiate, and monitor Return-to-Work leaves for employees in both union and non-union settings; support
various internal departments when handling complex WCB regulations according to set rulings by each province.
Collect benefit premiums (health and dental documentation) from employees on STD/LTD to ensure that all benefits are
up-to-date and appropriately documented.
Experienced in managing a union-based caseload of professionals ranging from pre- and post-surgical claims to
psychological claims, as well as those requiring ongoing support during critical medical treatments.
Collaborate alongside WCB when workers are injured on the job and progress STD to CPP disability benefits as necessary.
Problem Solving & Critical Thinking:

Coordinate Functional Capacity Evaluations (FCEs) and Independent Medical Evaluations (IMEs) while monitoring
STD employees through to recovery or when transitioning employees through to LTD.
Leverage acute attention to detail to monitor the physical and emotional states of employees returning to work
following a LOA; strategize best viable solutions when employees are unable to make a seamless transition.
Execute extensive process reviews and formal documentation while ensuring compliance with all internal
procedures and regulations to avoid potential legal issues.
Adjudicate medical information to determine entitlement of disability benefits (both STD & LTD), and ensure that
covered members receive all benefits and services to which they are entitled.
Team Leadership, Communication & Project Management:

Cross-train HR personnel on all policies and procedures pertaining to STD, LTD, and allotted benefits; indicate
acceptable/unacceptable procedures when facing and troubleshooting all potential issues.
Employed a personable, harmonious approach when faced with irate or apprehensive employees, reassuring them of
their legal rights and offering undivided support throughout the duration of their LOA.
Interface with brokers/external vendors regarding collective agreements, group benefits, and retirement plan inquiries.
Tasked with managing a variety of administrative functions to support internal operations, including packaging new
hire and additional benefit presentations.
Accountable for establishing, cultivating, and maintaining strong and long-term partnerships with clients and advisors,
as well as key stakeholders in business development, disability, and market development.
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FORMAL EDUCATION & PROFESSIONAL DEVELOPMENT


Bachelor of Health Administration (Part-time) | Athabasca University

Projected Completion: 2016

Vocational Rehabilitation Professional

2012 Present

Grant MacEwan University


Disability Management Diploma & Certification, Call Centre Certificate, and Medical Terminology
Business Administration Diploma | Nova Scotia Community College
Relevant Professional Development Courses:
Psychology in Rehabilitation

Initial Entitlement WCB

Business Writing

Effective Project Management

Correspondence Writing

Suicide Prevention

Handling Difficult Situations

Most Effective Methods of Training

Decision Making

Presentation Skills Workshop

Time Management Training

Alberta Best

TECHNICAL PROFICIENCIES
Parklane Systems | Microsoft Office Suite | Oracle | PeopleSoft | Lotus Notes

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