Summary
Overview
Work History
Education
Skills
References
Timeline
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Courtney Newman

Colyton,NSW

Summary

A committed professional, with a proven ability to deliver excellent patient service. Owning strong multi-tasking skills, furthermore, demonstrating a professional outlook and enjoying challenging settings. Strong work ethics, always adhering to company policies and requirements, in alignment with Work Health & Safety principles. Ability to perform independently and within a team and to positively adapt to busy and changing schedules. A keen eye to evaluate situations and initiate effective solutions that aligns with organisational objectives and Health Care requirements. Ready and willing to undertake any further education or software training that is required for the role. Treat patients with care, empathy and respect, whist maintaining patient confidentiality.

Overview

7
7
years of professional experience

Work History

Customer Care Manager

KinCare
08.2022 - Current
  • Handle new customer sign-ups and ensure successful enrolment and identification of needs.
  • Manage cohort of 60+ aged care clients and collaborate to achieve their goals and meet their care needs.
  • Collaborate with teams to ensure completion of clinical, allied health assessments.
  • Process expenditures and reimbursements according to KinCare policies and government guidelines.
  • Engage in designated education, training, local provider meetings, and ACAT meetings.
  • Identify and manage high-risk or potential churn customers, providing relevant information and strategies to increase client retention.
  • Supply information and reports to aid in customer complaint resolution.
  • Serve as Duty CCM, oversee urgent escalations, promptly handle customer issues and escalations.
  • Adhere to company WHS policies, follow safe practices, and complete CHSAs.
  • Model and promote KinCare’s Group values, fostering a positive team environment.

Patient Administration Officer | Theatre Bookings Co-Ordinator | Estimations Officer | Maintenance Personal Assistant

Ramsay Health - Westmead Private Hospital
02.2020 - Current
  • Provide excellent customer service acumen to patients, families, doctors and hospital and ward staff, ensuring highest level of honesty, upholding confidentiality
  • Value integrity, credibility and respect for all individuals
  • Working within the realms of all internal policies and procedures and external Regulations and Acts
  • Calm and poised under increased and changing workloads, including add-ons, postponements and cancellations
  • Confident use of Windows applications and various software, Experienced in admitting, discharging, scanning, bed movements, printing reports, answering switchboard, theatre bookings lists and schedules, health fund checks, scheduling last minute add-ons and new born babies
  • Preparing accurate hospital cost estimations, both self-funded and health fund agreement contract rates
  • Ensure hospital WHS contacts are kept up to date and co-ordinate hospital preventative maintenance measures.

Shift Manager | Supervisor

KFC - Blacktown Mega Centre
05.2017 - 11.2019
  • Ensured that services provided were consistent with the mission, vision and values of KFC
  • Demonstrated best practice in providing professional and friendly customer service
  • Responsible for all aspects of cash handling, banking, stock control, customer service including phones and emails, WHS including staff hygiene and grooming
  • Oversaw stock levels and estimated food consumption, to place orders with suppliers
  • Confident management of aggressive customer behaviours and/or customer complaints
  • Managed WHS Compliance within the workspace and amongst the team members, ensuring cleanliness and sanitisation was well maintained, in alignment with the Health Department requirements
  • Processed and maintained all administrative duties
  • Recruited, cross trained and supervised 45 staff and managed their workloads and time rosters
  • Administered monthly team meetings
  • Team building, ensuring staff morale was positive
  • Committed to secure lock up and opening of the store.

Education

Skills

  • Inter-department collaboration
  • Training and mentoring
  • Sales Support
  • Team Management
  • Escalation management
  • Delegation and Supervision
  • Training programs
  • Customer Relations
  • Data Tracking
  • Account Management
  • Budget Management
  • Customer Service
  • Employee Development
  • Compliance Management
  • Proficient in Salesforce (and Lightning)
  • Proficient in Kronos - Healthcare
  • Proficiency in SAP/Concur
  • Proficient in Meditech
  • Proficient in Macromatix

References

  • Kylie Delaney – KinCare Supervisor, 0435 056 259
  • Sarah Maguire – KinCare Senior Customer Care Manager, 0416 200 257
  • Joel Mercer, Facilities & Maintenance Manager, Westmead Private Hospital, 02 8837 9950
  • Maria Sherry, Senior Patient Administration, Westmead Private Hospital, 0417 450 304
  • Diane Kersten, Teacher, Parramatta College, 0450 041 160

Timeline

Customer Care Manager

KinCare
08.2022 - Current

Patient Administration Officer | Theatre Bookings Co-Ordinator | Estimations Officer | Maintenance Personal Assistant

Ramsay Health - Westmead Private Hospital
02.2020 - Current

Shift Manager | Supervisor

KFC - Blacktown Mega Centre
05.2017 - 11.2019

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Courtney Newman