Jyoti Walia
Summary
Dynamic clinical supervisor with a proven track record at Cumberland View Aged Care, enhancing patient outcomes through evidence-based interventions and effective team leadership. Skilled in clinical training and quality assurance, I foster collaboration and drive process improvements, ensuring compliance and operational efficiency while maintaining a patient-centric approach.
Overview
8
8
years of professional experience
Work History
Registered Nurse In Charge
Cumberland View Aged Care
Wheelers Hill, VIC
03.2023 - Current
- Directed daily activities of clinical staff, maintaining strict compliance with care standards and implementing best practices.
- Created and facilitated training sessions for new team members, focusing on enhancing overall performance and customer service excellence.
- Coordinated with multidisciplinary teams to monitor and refine patient care plans, focusing on improving health outcomes.
- Analyzed clinical service performance to pinpoint areas for enhancement and facilitated the implementation of strategic modifications.
- Streamlined scheduling and resource distribution processes, resulting in improved operational efficiency within facility.
- Conducted regular audits of clinical documentation to ensure compliance with industry regulations.
- Managed scheduling and resource allocation to maintain optimal staffing levels for resident care.
- Led quality improvement initiatives that increased operational efficiency within the facility.
- Enhanced team collaboration through regular staff meetings, case conferences, and training sessions.
- Responded to crisis situations with calm and professional approach to optimize support.
- Monitored, analyzed, and corrected staff performance and worked with nurse manager to raise standards of practice.
- Improved patient outcomes by implementing evidence-based treatment plans and clinical interventions.
- Lead and directed team of 10 clinical personnel and 26 support staff.
- Monitored vital signs and patient conditions, documenting changes to inform care plans effectively.
- Administered medications and treatments per physician orders, ensuring patient safety and compliance with protocols.
Escalated Complaints Specialist
Medibank - Docklands
Docklands, VIC
01.2018 - 03.2021
- Resolved escalated customer complaints through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to address systemic issues impacting customer satisfaction.
- Documented and analyzed complaint trends to identify areas for service improvement.
- Developed and implemented training materials for team members on complaint resolution best practices.
- Maintained detailed records of escalated cases to ensure compliance and facilitate follow-up actions.
- Streamlined complaint handling process for faster resolution and improved customer experience.
- Collaborated with cross-functional teams to address systemic issues contributing to customer dissatisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
Education
Masters of Nursing Practice - Nursing Practice
Monash University
Clayton, VICMBA - Dual With Masters of Professional Accounting
Australian Catholic University
Melbourne, VICSkills
- Clinical training
- Team supervision
- Staff scheduling
- Clinical assessment
- Staff development
- Clinical instruction
- Quality assurance
- Staff management
- Staff education and training
- Patient education
- Medical records management
- Documentation requirements
- Therapeutic intervention
- Direct patient care
- Clinical education
- Multidisciplinary collaboration
- Patient care
- Process improvements
- Reporting requirements
- Unit administration
- Recruitment
- Patient management
- Health administration
- Records management
- Quality controls
- Clinical quality improvement
- Indirect patient care
- Progress monitoring
- Nurse education program development
- Patient relationship management
- Developing training programs
- Patient health education
- Information protection
- Patient relations
- Multidisciplinary team collaboration
- Information management
- Chronic disease management
- Patient records administration
- Patient assessments
Timeline
Registered Nurse In Charge
Cumberland View Aged Care
03.2023 - Current
Escalated Complaints Specialist
Medibank - Docklands
01.2018 - 03.2021
Masters of Nursing Practice - Nursing Practice
Monash University
MBA - Dual With Masters of Professional Accounting
Australian Catholic University