Mobile Case Manager Mark has been recognised with an ‘Excellence in Customer Service’ PIEF Award on 29 October during the 2024 Personal Injury & Disability Conference.
‘I am humbled to win the PIEF Award for Excellence in Customer Service and I feel I represent all of the hard-working staff at EML in making a positive impact on our injured workers and their employers,’ said Mark.
Mark was one of our first Mobile Case Managers in NSW, being only one of four in 2021. Since then, Mark has helped countless people return to work, with him and the NSW team making an incredible 18,200+ visits with workers, employers and health practitioners.
Mark exemplifies a dedication to helping people and has developed a reputation for being able to collaborate with all stakeholders involved in a claim. In 2023, Mark attended 293 in person case conferences, where he met with a worker and their doctor to facilitate the workers compensation process and to approve any requests for treatment.
‘I was so incredibly proud when I found out Mark had been nominated. Mark with his background in radiology, is an absolutely brilliant Mobile Case Manager who always delivers outstanding customer service, which is reflected in the feedback our workers, employers and treating doctors provide.
I cannot speak highly enough of the work Mark does, he always goes above and beyond and truly makes a positive difference. Well done Mark, we are privileged to have you at EML, it’s an absolute pleasure working with you and I am personally so proud of you and all your achievements!’ Bronwyn Attalla, Manager - Mobile Case Management, EML.
Not only does Mark work tirelessly to help people on their return to work journey, he exceeds the expectations of all stakeholders he interacts with, evident by the perfect 5/5 customer satisfaction rating he has received in 90% of his customer surveys.
Julie Bland, from Newcastle Anglican, a recovered injured worker said “It would have been difficult without support and Mark’s support has been there. He’s there at the end of the phone. If need something or if something’s not right, he’s there.”
We extend our congratulations to all the PIEF Award winners. We are happy to celebrate your achievements with you at #PIEFAwards and look forward to seeing how you’ll shape the industry in years to come.
Mark was one of four finalists representing EML Group at the PIEF Awards.
To read more about our Mobile Case Managers, please visit: Mobile Case Management | EML