Billie Macdonald
Hallidays Point,NSW
Summary
Dedicated client service professional with extensive experience in the aged and disability industry. Proven team player with an outgoing and positive demeanor, skilled in establishing rapport with clients, families, and external stakeholders. Committed to maintaining client satisfaction and contributing to company success. Specializing in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
18
18
years of professional experience
Work History
Client Services Officer
Estia Health
10.2021 - 01.2023
- Developed and maintained existing client relationship and developed new client relationships.
- Priced services correctly and directed development of client-customised solutions.
- Maintained and executed yearly formal business plans.
- Scheduled sales visits in assigned facilites.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Liaise with government bodies for emergency placement to ease hospital strains.
- Maintaining MAC and Medicare portal.
Client Services Manager
Claro aged and disability services
09.2019 - 09.2021
- Onboarding of new clients both HCP and NDIS
- Completing all documentation and ensuring all are in accordance with policy and procedure
- Conducting reviews of both HCP and NDIS clients completing all assessments, budgets and services agreements
- Liaising with external professionals COS, LAC and family/carers
- Support and supervision of support workers
- Coordination of client's services (rosters)
- Constant monitoring of client's budgets to ensure their services are inline with current funding body, ICare, NDIS, HCP etc
- Purchasing and invoicing clients provisions as per the clients needs to remain independent at home
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Team Leader Care Administration / Care Team Coordinator
Sunrise Supported Living
04.2018 - 09.2019
- Extensive pre admission and post admission assessments of all incoming residents in the community & /or incoming to the village
- Following up & / or assisting with initiating home care packages (ACAT) and representing residents with My Aged Care also on their behalf when their not able
- Daily scheduling of all staff tasks and resident care needs
- Liaising with and arranging all Doctors, pathology, diagnostics, allied health, Pharmacy's (scripts) appointments and requirements
- Assisting residents & families to understand and transition to assisted independ living as seamlessly as possible
- Continuous improvement and quality indicator audits monthly utilising MOA Benchmarking
- Monthly manager reports compiled for directors and funders
- Researching and applying for grants
- 12 weekly reviews on all residents, consultation with families is encouraged
- Care invoicing congruence monthly
- Package valuation if nearing or exceeding
- Care agreement completion and review
Compliance ACFI Auditor / Community Services Administrator
HealthStrong
03.2014 - 04.2017
- Conducting full compliance audits of all allied health documentation and procedures
- Compiling detailed reports of all finding
- Liaising with facility managers daily
- Routine site visits to ensure quality and to assist the allied health practitioners with any issues or concerns voiced
- Daily administration support to all staff
- Receiving community referral to action end to end daily
- Daily invoicing
- Scheduling community allied health practitioners daily
- Liaising with family / careers about allied health services and care needs
- Answering all inquiries via email and telephone as my office was home based
- End of month reports
- Excellent Microsoft office suite knowledge
Nurse
Barclay Gardens
04.2012 - 02.2014
- Attending to patient care- Medication administration
- In-depth charting and documenting all patient information and care findings
- In charge of ward on shift
- Organizing patient transport
- New admission documentation and vitals
- Attending to complex wound care
- Ensuring daily assessments and ACFI packs are completed and correct
- Liaise with families, Doctors and any other specialists
Nurse
GLAICA House
02.2005 - 06.2011
- Attending to patient care
- Medication administration
- In-depth charting and documentation
- ACFI system
Education
Senior first aid -
OH&S and fire training -
Plena Health
Forster, NSW01-2021
Certificate lll - undefined
nursing
01.2006
Certificate lll - undefined
business administration
01.2006
Certificate ll - undefined
retail operations
01.2006
Bachelor of Science - Nursing
University of Newcastle
Newcastle, NSW01-2028
Skills
- Eager and willing to learn new skills
- Great communication skills
- Loves to work as a part of a team
- Strong interpersonal skills
- Time management skills
- Problem-solving aptitude
- Quality assurance
- Able to work autonomously
- Excellent computer skills across all Microsoft applications
- Great attention to detail
- Client relationship building
- Quality assurance controls
- Multitasking
- Salesforce CRM
References
- Angela Jarrett, Service Delivery Manager, Claro aged and disability services, 1300 303 770
- Yarnold Foxley, Sunrise Supported Living, 11a Chapmans Road, Tuncurry, NSW, 0415 461 504 / 02 6555 3478
- Julie Beswick, State Clinical Manager, HealthStrong, 436-438 Burwood Road, Belmore, NSW, 0487 222 124
- Liz Ajani, Director of Care, Barclay Gardens, 105 The Southern Parkway, Forster, NSW, 02-6555 5699
Timeline
Client Services Officer
Estia Health
10.2021 - 01.2023
Client Services Manager
Claro aged and disability services
09.2019 - 09.2021
Team Leader Care Administration / Care Team Coordinator
Sunrise Supported Living
04.2018 - 09.2019
Compliance ACFI Auditor / Community Services Administrator
HealthStrong
03.2014 - 04.2017
Nurse
Barclay Gardens
04.2012 - 02.2014
Nurse
GLAICA House
02.2005 - 06.2011
Certificate lll - undefined
nursing
Certificate lll - undefined
business administration
Certificate ll - undefined
retail operations
Senior first aid -
OH&S and fire training -
Plena Health
Bachelor of Science - Nursing
University of Newcastle
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