Diann Fairlie

• Efficiently and effectively assessing carer needs for supports using the Carer STAR tool

• Developing expert knowledge of available internal services, Partner services and services available through external organisations

• Work in collaboration across programs to ensure clients’ needs are met

• Maintain confidentiality on all issues related to Carers NT clients and teams

• Work health and safety – ensure own safety and the health and safety of others

• Maintain a safe and healthy workplace and work practices through supervision and ensuring all staff have the necessary information to perform work safely.

• Recognise the importance of dignity and the rights of clients to have choice and control

• Participate in team meetings and attending training as required • Provide information, advice and support to clients and their families to facilitate their personal goals

• Act and communicate in a responsive, respectful and professional manner at all times when dealing with all internal and external stakeholders

• Maintain client records management by inputting relevant data into Carelink

• Comply with service standards and organisational policies and procedures

• Assessing inbound calls for Whiddon nationwide (17 sites).
• Taking residential permanent placement intakes/residential respite intakes and following the intake process through the stages to intake and onboarding.
• Organising tours for potential residents' families and taking them on the tours of the facility.
• Updating all computerised systems on a daily basis ie Comcare/My Aged Care Portal/E Case/Autumn are and CRM.
• Project management/diary management and report management.
• Conducting welfare calls seven days per week.
• Organising urgent shift coverage when care workers call in sick - making sure all services are met in a timely and professional manner.
• Financial conversations re services ie quoting assisted transport fees, generalised aged care fee discussions .
• Emailing information packs and following up with telephone contact.
• Answering all online enquiries for the Whiddon Group. Enquiries range from employment opportunities/permanent placement and respite enquiries to information pack enquiries.
• Managing three inboxes in a timely manner.
• Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
• Assisted in the development of new customer service policies and procedures, resulting in more efficient workflows and better client outcomes.
• Improved team productivity by sharing best practices and collaborating on strategies to address common challenges.
• Championed department-wide changes aimed at simplifying processes without compromising service quality.

• Onboard new customers for CHSP and home care packages and deal directly with the service co-ordinator in the relevant region to ensure quick service delivery and benchmark customer service.
• Provide timely resolution of enquiries using standardised information from business areas
• Collect information to document, triage, and refer more complex care situations to senior management for advisement.
• Provide information to educate customers on the role of Australian Unity and where appropriate, refer customers to other organisations better placed to respond to their enquiry.
• ·Obtain and maintain a robust understanding of Australian Unity's responsibilities and seek supervisor support and guidance when needed.
• Provide timely resolution of contacts using standardised information from business areas.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
• Managed to exceed KPI's while maintaining excellent quality standards and adhering to established procedures.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Contribute to the priorities of a team and effectively manage individual workloads.
• Attend, and participate in, team meetings or training when required.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
• Maintained CRM on a daily basis and completed monthly reporting in relation to successful opportunity outcomes and missed opportunities and highlighted ways of reducing service gap provision.
• Participated in managing service provision during natural disasters for Australian Unity customers ie floods, cyclones through both physical and emotional support Response would include welfare calls, delivery of emergency care packages where possible, identifying supports needed and whether Australian Unity could provide those supports or an external stakeholder (and referring on when needed), explaining why regular supports could not be delivered and when normal resumption of services should begin.

• Ensure the hospital’s systems and processes encourage inpatients to utilize their private or compensable insurance whilst ensuring that inpatients are aware of the financial implications of their election decisions.
• Converting pubic patients to private wherever possible.
• Ensuring the Hospital meets its obligations in the management of patients as described in the Fees Procedure Manual for Public Health Organisations, in house management processes and procedures and relevant NSW Health policy directives, circulars and information bulletins.
• Ensuring Hospitals Billing systems and processes support maximization of revenue.
• Private patient billing and rehabilitation billing.
• Bed flow management through the mental health wards (Campbelltown, Liverpool and Fairfield Hospitals).
• Minute taking at large corporate meetings - Memorandum of Understanding Meetings between Hospital CEO, police, ambulance, heads of all mental health wards.
• Identifying ward clinical ward needs and ordering/maintaining the same on a weekly basis.
• Capital works management.
• Organising mental health tribunals/all paperwork and managing all parties - magistrates, solicitors, psychiatrists, interns, patients and their families.
• Maintaining safety of self and others by adhering to strict guidelines.
• Ensure benchmark administration is being performed at all times; ie register and update patient details in a timely manner.
• Maintain records and create, store, update and retrieve information ensuring the accurate, confidential and safe storage of information.
• Communicate and liaise with all members of the health care team to ensure the provision of quality support services.  Ensure confidentiality of patient information in accordance with relevant policies and procedures.
• Participate in department initiatives regarding quality improvement, and Work Health and Safety.
• Act as an appropriate and effective role model and promote a culture and supporting practices that reflect the organisational values of Teamwork Honesty, Respect, Equity, Excellence, Courage, Commitment, and Caring, through demonstrated behaviours and interactions with patients/clients/employees.
• Maintain responsibilities for personal and professional development by participating in training/education activities, and performance reviews in order to continuously improve the level and quality of service
• Organise weekly and monthly departmental get-togethers to foster a collaborative team and balanced team.

• Managed a diverse portfolio of clients, adapting communication styles to suit individual preferences and requirements.
• Contributed to revenue growth with effective upselling strategies based on comprehensive knowledge of products and services.
• Onboarded new employees (this included organising interviews and being part of the interview process).
• Trained new hires on company policies, procedures, and best practices for optimal performance in their roles as Client Liaison Officers.
• Supervised team members when needed during peak periods or absences, delegating tasks effectively while providing guidance and support.
• Collaborated with internal teams to develop customized solutions that addressed unique client challenges.
• Actively participated in team meetings and training sessions, sharing knowledge gained from work experiences and staying current with developments in the field.
• Handled difficult situations with diplomacy and tact, navigating complex client relationships while maintaining a professional demeanour.
• Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
• Monitored and reported on progress of liaison initiatives, providing feedback to stakeholders.
• Coordinated events and meetings with internal and external stakeholders to better understand needs and address concerns.
• Collected and analyzed data to identify trends and opportunities for improvement.
• Prepared and delivered presentations and reports on liaison activities for internal and external stakeholders.
• Helped create communication plans and strategies for stakeholders, delivering materials and documentation when needed.
• Collaborated closely with management on strategies to improve overall client satisfaction and engagement within the company.
• Improved client satisfaction by addressing concerns and providing prompt resolutions to issues.
• Served as the primary point of contact for assigned clients, coordinating all aspects of their relationship with the company from initial inquiries through successful project completion.
• Increased client retention rates by maintaining a proactive approach to problem-solving and conflict resolution.
• Built strong relationships with clients through regular communication and excellent customer service.
• Maintained detailed records of all interactions with clients, ensuring accurate documentation for future reference or dispute resolution purposes.
• Enhanced company reputation by consistently delivering high-quality solutions tailored to client needs.
• Developed comprehensive reports on client interactions, providing valuable insights for management review and decision-making processes.
• Conducted regular follow-ups with clients after issue resolution to ensure ongoing satisfaction and identify areas for improvement or additional support.
• Liaised between internal departments and external partners to promote efficient communication and collaboration.