Josie Gardner
Sydney,NSW
Summary
Compassionate Case Manager experienced in both mental and physical injury claims.
Dedicated to achieve good client outcomes.
An adaptable and purpose driven individual who enjoys working in environment that assists and supports the everyday life of the community.
Overview
14
14
years of professional experience
Work History
Health Navigator (Case Manager)
Habit Health
02.2023 - 02.2024
- Provide end to end case management to patients who have endured a complex injury
- Support the physical and psychological needs of injured patients
- Onboard patients onto the "Escalated Care Pathway" - a rehabilitation programme providing multidisciplinary services
- Educate clients on available programmes, benefits, and services, empowering them to make informed decisions about their care needs
- Identify additional supports or services that may be required during the service and arrange accordingly, e.g. return to work, transport, childcare, gym membership, housework concerns, translation services, psychology services etc
- Arrange an interdisciplinary assessment
- Co-ordinate and refer to the appropriate Allied Health services and providers as indicated in the interdisciplinary assessment, e.g physiotherapists, specialists, surgeons, occupational therapists, dieticians, psychologists etc
- Manage and allocate budgeted hours to the appropriate members of the management plan
- Served as a liaison between all parties involved in the management plan
- Regular communication with client and clinical team to review progression toward client outcomes
- Maintained detailed records of patient progress, documentation of services and case notes
- Requesting relevant medical notes
- Identifying mental health risks and escalate any concern to mental health professionals
- Maintain resilience, empathy, and assertiveness at all times, including challenging situations
- Maintain a high level of confidentiality
- Contribute to team culture by implementing team interaction and team building exercises, which enhanced the team cohesion
Department Support - 6 Month Contract
Ara Institute of Canterbury
05.2022 - 12.2022
- Provide administrative support and internal customer service across multiple departments
- Liaise with students, managers and tutors to understand the type of assistance they require
- Set up systems to ensure projects are completed in a timely manner
- Streamline department processes for improved efficiency and productivity
- Develop strong relationships with cross-functional teams, fostering collaboration and communication across departments
- Resolve student concerns through active listening and open-ended questioning, and escalated any urgent matters to management
- Co-ordinate meetings between students, tutors and managers
Treatment and Support Assessor
ACC (Accident Compensation Corporation)
06.2017 - 03.2022
- Provide end to end management of the impairment assessment process, ensuring the client is well informed
- Organise an impairment assessment to determine the clients level of permanent impairment
- Communicating with clients who are permanently damaged from their injuries, including; serious injuries, sensitive claims, and rapidly deteriorating clients
- Requesting medical information from hospitals, medical centres, and the department of corrections
- Liaising with a clinical teams to determine if any further medical testing is required to determine the permanent impairment
- Collaborate with impairment assessors, mental health professionals, doctors, and internal departments to ensure the client is supported through the assessment process
- Identify transportation barriers, and organise transport for the impairment assessment if necessary
- Escalate client complaints and mental health concerns
- Caseload management
- Remain level headed while navigating challenging situations
- Maintaining a high level of confidentiality at all times
- Following procedures that adhere to policy and legislation
Supervisor, Attendant, Co-ordinator, Spa Therapist
Nautilus Resort
01.2015 - 02.2017
- This was a varied role. My daily duties would be determined by the needs of the resort
- Provide spa therapies including massage, facials, body scrubs etc
- Wedding and events attendant
- Kids Club Co-ordinator
- Restaurant Supervisor
- Provide an exceptional level of customer service at all times
- Ensure the smooth running of restaurant services, and events such as weddings
- Organise safe and fun activities for children on holiday within the resort
- Delegate tasks for team members to complete
Supervisor
YMCA For Kids
01.2014 - 01.2015
- Supervise after school care and holiday programmes
- Organise activities for children aged 5 - 14
- Delegate tasks for team members to complete
- Implement and adhere to safety procedures
- Effectively communicate with parents, schools, administration teams, colleagues, and management
- Responsibly operate a company vehicle to transport children
- Prepare meals for a large number of children
- Evaluate staff performance and provided coaching to address inefficiencies
- Provide a friendly, fun and safe environment for children and their families, as well as staff
Manager
Configure Express Women's Gym
01.2012 - 01.2014
- Managed and mentored employees to be productive and engaged in work
- Collaborated with the membership consultant to achieve sales goals by developing and executing strategic plans
- Regularly reported to the regional manager
- Encouraged and motivated members of the gym
- Facilitated group fitness classes
- Provided personal training sessions for members
- Enhanced customer satisfaction by resolving concerns promptly
- Established group fitness timetable
- Organised employee rosters
Membership Consultant
Jenny Craig
01.2010 - 01.2012
- Pursued existing and potential customers by phone, email and text message to generate leads and close sales
- Set up appointments with customers
- Provided exceptional customer service during all interactions with both current and prospective members
- Conducted tours of the facility to prospective members, showcasing available amenities and services
- Connected customers with services based on individual needs
- Prepared pricing agreements and contracts
- Consistently achieved or exceeded monthly sales targets
- Actively engaged clients upon entrance with pleasant greeting
- Monitored the progression of weight loss for members
Education
Bay of Plenty Polytechnic
New ZealandBay of Plenty Polytechnic
New ZealandSkills
- Case management
- Leadership
- Assessing needs
- Return to work
- Referral co-ordination
- Team culture implementation
- Mental health claims
- Injury rehabilitation programmes
- Resilience
- Compassion
References
- Available upon request
Timeline
Health Navigator (Case Manager)
Habit Health
02.2023 - 02.2024
Department Support - 6 Month Contract
Ara Institute of Canterbury
05.2022 - 12.2022
Treatment and Support Assessor
ACC (Accident Compensation Corporation)
06.2017 - 03.2022
Supervisor, Attendant, Co-ordinator, Spa Therapist
Nautilus Resort
01.2015 - 02.2017
Supervisor
YMCA For Kids
01.2014 - 01.2015
Manager
Configure Express Women's Gym
01.2012 - 01.2014
Membership Consultant
Jenny Craig
01.2010 - 01.2012
Bay of Plenty Polytechnic
Bay of Plenty Polytechnic
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