Ella Young

• Supervise support staff in their day-to-day work, including on-the-job training when required.
• Manage the complex operational work including the planning and coordination of activities, and managing the day-to-day operations of clients.
• Responsible for managing and planning personal work and the calendar of support staff, including dealing with formal disciplinary issues within the work area when required.
• Taking initiative in the application of established work procedures.
• Assist in a range of functions and/or contribute to interpretation of matters for which there are no clearly established practices and procedures
• Provide secretarial and/or administrative support requiring a high degree of judgement, initiative, confidentiality and sensitivity in the performance of work;
• Assist with or provide a range of records management services
• Deliver single stream training programs when required
• In the delivery of services, taking overall responsibility for the personal care of clients; training, co-ordinating and supervising other employees and scheduling work programmes; and assisting in liaison and coordination with other services.
• Handle escalated complaints from customers in a professional manner, working towards satisfactory resolutions.

• Provided emotional support to clients in various mental health settings.
• Assisted clients with daily living activities and personal care tasks.
• Implemented therapeutic activities to promote client engagement and well-being.
• Collaborated with multidisciplinary teams to develop care plans for clients.
• Assisted clients with daily living activities such as meal planning, medication management, budgeting.
• Attended training seminars related to mental health topics such as trauma-informed care, substance abuse.

Worked in: Switchboard (Current), Emergency, Wards, Outpatients, Palliative Care

• Screened and transferred incoming calls, and transmitted information and documents to internal personnel.
• Aided colleagues, managers, and customers through regular communication and assistance.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Delivered training to new employees.
• Confirmed consistent and accurate medical recordkeeping practices.
• Checked patient insurance, demographic, and health history to keep information current.
• Managed multi-line phone system and pleasantly greeted patients.
• Organized paperwork, such as charts and reports, for office and patient needs.
• Maintained personal and professional boundaries.
• Worked with multi-disciplinary teams.
• Great computer literacy

• Promote health and wellbeing to animals in need.
• Provided companionship and comfort to animals in need of extra love and attention.
• Assisted with adoption process by providing information about animals to potential adopters.
• Cared for over 100 animals by feeding and bathing, taking dogs for walks, cleaning litter boxes, and supervising playtime.
• Attended community events to promote pet adoption and responsible pet ownership.

• Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
• Communicated instructions to patients or caregivers about proper use and storage of drugs.
• Greeted customers and responded to questions with friendly, knowledgeable assistance.
• Answered telephones and provided information about order status, store hours and pharmacy procedures.