Profile
I am a highly proficient organizer with the ability to direct a team with exceptional communication and patient care skills. Known for the ability to quickly and effectively, discern needs, solve problems and strengthen relationships with a high volume of diverse patients from varied cultural backgrounds whilst maintaining a composed diplomatic and helpful demeanor.
I pride myself on excellent customer service and case management skills, due to 5 years working in Hospitals and Health services in Queensland. As a result I have gained the necessary experience to deal with all clients from a diverse range of cultures.
Key Skills/Qualities
• Five years experience in the Hospital and Health care profession in Queensland, collaborating with professionals across the organizations to devise and develop integrated care plans.
• Experienced in patient care and management plans across all the sectors, ranging from; elderly patients, child and youth health, mental health for indigenous Australians and refugees. Knowledge of the client referrals process to help with emergency services and disaster relief funding.
• Designed and developed comprehensive training sessions to staff based on patient care and family needs. Implemented optimal utilizations of resources to ensure outstanding care and rehabilitation plans for disabled or injured Australians.
• Well developed interpersonal skills with the ability to negotiate effective outcomes. Experience in client engagement with stakeholders inclusive of; Senior Health Ministers, Project Managers, Doctors and Patients with the ability to address stakeholder concerns• Excellent Customer service skills and knowledge of clinical practices and pain management. Analyzing care in case management to a portfolio of high profile clients.
• The understanding of project management/case management activities, project scheduling, principles, risks analysis and all project methodologies. Able to apply this to a large complex service delivery environment with the ability to assess the project needs and adapt to change.
• Undertaken research activities to provide accurate and timely reports for Senior Directors, team members and clients to share research outcomes. This ensured a shared understanding of impacts, trend analysis and review of improvements to action recommendations, in order to support effective service management.
• Experience in finance, general ledger, reconciliations and data analysis.
Career Highlights/Personal Achievements
Managed and case managed 44 audits for a select group of ICU Nurses as a directive from the Health Minister due to excessive leave balances during the implementation of the new Payroll System. This involved three years of data analysis, re-building rosters and HR policies current and historic.
Trained and provided high level support for the State-wide Hotline call centre and client support for 85,000 QLD Health Employees.(2014) Trained in Early Childcare development and behavior management.
High Performance a recognized high-performer, during the 2011 Flood/Cyclone and Bushfires whilst working in the Crisis Management and relief centre for Centrelink.
Telstra – I constantly met my workplace KPI’s and had 100% resolution on my customer feedback surveys. This placed me in the top three for sales in Australia for Telstra products.
Designed and deployed the roll-out of an automated web based Payroll application to 85,000 Queensland Health Employees for 22 Hospitals and Health Services.
Led the design and implementation of an automated internal Payroll enquiry system. This involved user acceptance testing, implementing feedback/ enhancements for system improvements and development to improve the user experience .
Restaurant Manager for 5 Star Hotels in Australia and the UK.
Qualifications
Diploma Community Services and Management| 2015
NSW University
Wardy IT | 2014
SQL Server end to end report builder
Early Childcare Development Certificate
Queensland Australia
Work History
Queensland Health Government Project Officer, Payroll Self Service Project
Jan 2013 – current
Provided client focused, expert system support and advice.
Specific accountabilities included:
Management and Support Providing direct support to the Statewide Hotline Call Center & Queensland Health Workforce Management Operations team, for the Payroll Enquiry System database and for the 85,000 users of Streamline automated payroll web application.
Data Analysis: I analyzed payroll enquires for 22 Hospital and Health Centers throughout Queensland Health. I helped to provide support materials and work instructions to HR managers.
I documented and lodged system fixes and enhancements in the Payroll System.
I helped to design and produce content for the development of our web pages “Streamline” and am responsible for any direct updates to the Queensland Health Payroll home page. (Intranet-site)
Communication: Prepare project updates and assist in maintaining project scheduling, identifying key risks dependencies and benefits.
Ensuring key communications; by visiting Hospitals in Queensland and engaging with Senior Managers and Health advisors to help develop and improve current IT systems. Managed the complaints and responded to queries submitted via the DLO (Director General Liaison Office). Provided progressive updates and escalated issues where appropriate to Heath Service Directors and Union representatives.
Responsibilities: provided support to patients and employees by designing automated systems to help diagnose care and management plans for patient care case by case. I helped coordinate the organization for employment within the team, team building exercises and team communications.
Queensland Health Project Officer, Corporate Office
Dec 2011 – Jan 2013
Finance, Audit and Case Management.
Case Management: My role was to assist in the continual improvement of the Queensland Health Payroll processes through the analysis of complex systemic payroll issues. After severe hardships to employees when the new payroll system went live, a directive was given by the Queensland Health Minister in 2011 to investigate Nurse’s pay inconsistencies.
Audit and Analysis: My role included 44 audits of the employees within the Intensive Care Unit of a Brisbane Hospital. This was due to an excess of RDO/ leave balances initiated when the 2010 Payroll system was introduced.
This detailed sensitive case management involved three years of re-building the data and ensuring this coincided with the current or historic HR policies and SAP Payroll system.
Finance and Reconciliation: Another role I had in the Business Performance Unit was the reconciliation of the general ledger accounts for the Queensland Health Payroll Portfolio; these were provided for review to the Director of Payroll. (SAP Fammis financial reporting system)
Reporting: I was also responsible for providing daily accounting reports & performance reports for the majority of Queensland Health Hospitals and Service Centers.
This involved liaising with Service Managers throughout Queensland Payroll, updating and analyzing the master data to ensure this reflected what is in SAP HR.
This contributed in providing better and efficient staff/work practices that will ultimately give a better customer service outcome.
Queensland Health Project Officer, Salary Overpayments Project
May 2011 – Dec 2011
Case Management
Case Management: I initially started at Queensland Health as a Project Officer for the Salary Overpayments Team in 2011. This was a highly sensitive issue due to the large scale of employees that were affected. This was also hugely political at the time. My role was to case manage employees that through the unforeseen rollover of the new payroll system had ended up with huge overpayments.
My role was to analyze the employee’s payroll history. This was a significant task that included 2yrs of pay slips, rosters, leave and personal forms. I Case managed clients who had recognized economic hardship, creating achievable goals and the subsequent monitoring of these goals.
Customer Service Advisor, Human Resource Services – Centrelink
2006 – Dec 2011
Kelly Services Recruitment
I was working in the inbound Australian Call Centre – Crisis Management area and my role was direct consultation with victims. This role include counseling Australians on disaster relief, organizing referrals for clients who had experienced a disaster or death during the Floods/Cyclone and Bushfires in Australia.
In my position I would organize direct local emergency assistance and this included; finance and counseling or emergency accommodation. I provided support in the communities by helping create life time goals to help build relationships.
I provided help to elderly patients and assisted with referrals to home care and personal care. I provided disability services to patients who needed help through injury and diagnosed rehabilitation plans or diagnosed disability and wellness plans for mental health care and organizing long term unemployed patients into work services.
I have also worked over a 12 month period in Child Care Centers throughout Queensland and have a good knowledge and understanding of childrens ‘ learning behaviors.
Customer Service Consultant
2004 – 2006
Telstra Telecommunications, Adelaide
I constantly met my work place KPI’s. I was in the top three in Australia for up selling Telstra products to customers on more than one occasion.
The knowledge of all Telstra products nationwide, communicating this to corporate customers on a daily basis and organizing the best option that would suit the customer needs.
Personal Achievements/Interests
Bridge to Brisbane Charity Run – 10km – 2014
IT & Other Skills
Software- Sound Knowledge of Microsoft Office suite including; Excel, Project, W Visio & Microsoft Team Foundation Server (TFS).
• Payroll Systems SAP – HR, ITSM Solman, Org Structures
• SAP – Fiori
• SAP Fammis – finance reporting
Recent Professional Development
• Teamsite training – HTML web design.
• Microsoft SQL Server – Report builder end to end.
• Project Management fundamentals – Lynda.com
• Customer service – Lynda.com
References
Available on request
