Karen Spokes
Benalla,VIC
Summary
Professional accomplished supervisor focused on meeting customer expectations and achieving company goals.
Many years experience in driving success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Experienced Supervisor leading team members on-time job completion.
Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills.
Provide leadership and vision which drives teams to meet goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals.
Many years of positive experience working within the Aged and Community care sector
Overview
12
12
years of professional experience
Work History
Human Resource Officer & Support Serv Supervisor
Northeast Health Wangaratta
04.2022 - Current
- Experience and understanding with the interpretation of Enterprise Bargaining Agreements, Industrial Relations System and employment awards, Industrial relation framework
- Family and Domestic Violence Contact Officer, Offering peer support to staff members who are experiencing or have concerns about FDV
- Whilst understanding and empathy when discussing experiences of Family Domestic Violence, and escalating matters if required for safety or formalise supports
- Proficient experience and hands on in behavioural processes, leadership coaching, strategic problem solving, application of policies and processes
- Always promotes a very high level of performing culture across the workforce whilst providing frontline support to leaders and staff with grievances, staff impact statements, complaint procedures and undertaking investigations where necessary
- Delivers outstanding customer service and communication skills with the ability to professionally build and maintain professional relationships with all stakeholders
- Continuously follows sound governance whilst working within the limits of authority with influence and professional decisions and objectives of NHW
- Accurate and proficient processing of Employment contracts/variations, reports, employee change information, Parental Leave requirements etc
- Coordinate and process staff off boarding resignations and interviews within a timely manner
- Consistently shows very highly organised skill set to manage demanding deadlines in a fast paced organisation whilst upholding a professional demeanour and contributing to the team by supporting others
- Timely response to staff emails, and requests, giving great customer service to satisfy individual concerns with accurate information
- Active staff member of NHW Cultural and Diversity Committee.
- Promoted a culture of continuous improvement encouraging employees to suggest innovative ideas for better resource management practices.
- Maintained detailed records of resource usage, identifying trends for future planning purposes.
- Improved workplace safety by implementing thorough training programs and conducting regular inspections.
- Oversaw equipment maintenance schedules, reducing downtime due to malfunctions or repairs significantly.
- Managed personnel scheduling to maintain optimal staffing levels while minimizing overtime costs.
- Established strong relationships with external partners to secure additional resources when needed.
- Conducted risk assessments to identify potential hazards, implementing preventive measures accordingly.
- Boosted employee satisfaction rates by addressing concerns promptly and implementing targeted solutions.
- Enhanced team performance with effective communication strategies, promoting collaboration and problem solving
- Built excellent rapport and working relationship with community to build trust and improve upon communication.
- Evaluated staff performance, providing constructive feedback and coaching for career development opportunities.
Senior Dental Assistant/Supervisor
Northeast Health Wangaratta
01.2014 - 04.2022
- Actively participating in and contributing to quality improvement initiatives and activities, directly and indirectly, across the organisation, resulting in attaining promotion from a Dental Assistant to a Senior Dental Assistant position
- Highly effective in developing and implementing clinical governance processes including HR policies and procedures, conducting DAs performance gap analysis and annual appraisals
- Experience and understanding with the interpretation of Enterprise Bargaining Agreements, Industrial Relations System and employment awards, Industrial relation framework
- Diplomatically resoles staffing issues, complaints and enquiries in a timely and confidential manner
- Efficiently coordinating all aspects of administration, organisational and reception duties to ensure that the needs of the patients and staff are met consistently
- Proficient provision of clinical chair-side assistance to dental operators and other clinicians, anticipating their needs during clinical procedures, and ensuring practice flow is maintained
- Showcasing leadership prowess by providing mentorship and training to 25 Dental Assistants and Nurse trainees, and other newly employed staff members, also contributing to the overall recruitment process
- Accomplishing various tasks such as dealing with financial operations, maintaining adequate dental supplies, and directing the preparation of treatment rooms in line with the infection control protocol
- Consistently enforcing and complying with NHW Infection Control policies and procedures, in addition to assisting in the daily coordination of duties within the dental clinic, including dental rosters, stock contra and audits
- Utilising exceptional communication and interpersonal skills when liaising with all clinical and clerical staff to ensure appropriate care is maintained in the Dental Clinic.
- Continuously updated professional knowledge by attending industry conferences and workshops, applying new techniques and technologies to enhance patient care.
- Maintained accurate patient records, streamlining administrative processes and enhancing the overall quality of care provided.
- Supported practice profitability through cost-effective ordering of dental supplies while maintaining optimal quality standards.
- Enhanced office organization by creating a system for filing charts that improved ease of access for all staff members.
- Optimized inventory management systems by tracking stock levels of dental supplies and reordering as needed to avoid shortages or overstocking issues.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Concierge Supervisor – All NHW Facilities
Northeast Health Wangaratta
01.2020 - 01.2021
- Working as a member of the Emergency Management Team, overseeing the overall infection control portfolio for the clinic, and conducting audits and reporting to the Department of Health Standards for DHSV
- Successfully turning around the Benalla site from being non-compliant to successfully implement inflection control procedures, additionally enhancing the clinic service guidelines during COVID19, enforcing health and safety protocols
- Contributing to the overall success of the concierge team through provision of high-quality leadership support, also providing regular feedback to team members to further improve their performance and productivity standards
- Acting as a person of authority, calling on extensive professional knowledge to provide other staff members with professional and legislative based information and understanding when called upon
- Ensuring that a high standard of patient care is delivered, supporting the ongoing enhancement of engagement and organisational effectiveness
- Consistently reaching and exceeding expectations and key performance indicators through exceptional leadership and management skills.
PCP Program Co-Ordinator
Northeast Health Wangaratta
01.2012 - 01.2014
- Coordinating the Personal Care Program, whilst carrying out a variety of administrative duties, as well as collaborating with the multi-disciplinary team to enhance customer experience
- Handling wide-ranging phone calls in a professional manner, dealing with queries and problems in the department, while ensuring timely resolution to maintain gold standard customer service
- Exhibiting strong attention to detail, while maintaining a flexible and resourceful approach to effectively multi-task and manage workload and workflow in a fast paced environment
- Consistently maintaining strict confidentiality of any information and sensitive materials received within the organisation.
Education
Certificate IV Leadership And Mentoring - Health Education
RMIT University
Melbourne, VICCert IV in Health Supervision - Operations Management And Supervision
RMIT
Melbourne, VICWork effectively with Culturally Diverse Clients and Co-Workers -
Goulburn Ovens Institute of TAFE
Communicate appropriately with Clients and Co-Workers -
Goulburn Ovens Institute of TAFE
Facilitate Co-Operative Behavior -
Goulburn Ovens Institute of TAFE
Certificate III in Pathology (Venipuncture and ECG Course) -
Goulburn Ovens Institute of TAFE
Certificate III in Aged Care -
Goulburn Ovens Institute of TAFE
Certificate III in Home & Community Care -
Goulburn Ovens Institute of TAFE
Certificate IV in Business Management - Business Administration
Small Business Traineeship
Skills
- Pay Global
- Roster On
- Microsoft Office Suite Word, Excel, Publisher, PowerPoint
- Citrix
- Oracle iProcurement
- IBA
- Unity
- ISOFT
- Titanium
- Budgeting expertise
- Conflict resolution skills
- Student Engagement
- Liaison skills
- Decision-Making
- Public relations
- Case report writing
- Community Relations
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Performance Management
- Training and mentoring
- Processes and procedures
- Goal-Oriented
- Employee Motivation
- Scheduling and Rostering
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Problem-Solving
- Multitasking
- Excellent Communication
Employment Related Skills And Strengths
- Uses critical thinking skills by reviewing relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards
- High emotional intelligence, enabling quick and effective relationship management and relationship building
- Able to implement new or improved processes and procedures, aimed at improving efficiency and productivity
- Proactively sought out opportunities to grow the business both internally and externally
- Goal-oriented person driving for continuous improvement to achieve specific business results
Professional Development
- ACFI - Aged Care Funding Instruments | 2007
- Clinical Psychology “Dealing with Difficult Residents” and “Sexuality in Aged Care” | 2008
- Falls Prevention - Aged Care | 2007
- Medication Assistance | 2006
References
- Andrea Fox Support Services Food Manager, Northeast Health Wangaratta, Tel: Mob 043 142 3462, Email: andrea.fox@nhw.org.au
- Tricia Voss, Hume Dental Manager, Northeast Health Wangaratta, Tel: Mob 0408 825 406 Email: tricia.voss@nhw.org.au
- Emily Pegan, Hume Dental, Senior Dentist, North East Health Wangaratta, Tel: Mob 040 064 8314 Email: Emily.pegan@nhw.org.au
Timeline
Human Resource Officer & Support Serv Supervisor
Northeast Health Wangaratta
04.2022 - Current
Concierge Supervisor – All NHW Facilities
Northeast Health Wangaratta
01.2020 - 01.2021
Senior Dental Assistant/Supervisor
Northeast Health Wangaratta
01.2014 - 04.2022
PCP Program Co-Ordinator
Northeast Health Wangaratta
01.2012 - 01.2014
Certificate IV Leadership And Mentoring - Health Education
RMIT University
Cert IV in Health Supervision - Operations Management And Supervision
RMIT
Work effectively with Culturally Diverse Clients and Co-Workers -
Goulburn Ovens Institute of TAFE
Communicate appropriately with Clients and Co-Workers -
Goulburn Ovens Institute of TAFE
Facilitate Co-Operative Behavior -
Goulburn Ovens Institute of TAFE
Certificate III in Pathology (Venipuncture and ECG Course) -
Goulburn Ovens Institute of TAFE
Certificate III in Aged Care -
Goulburn Ovens Institute of TAFE
Certificate III in Home & Community Care -
Goulburn Ovens Institute of TAFE
Certificate IV in Business Management - Business Administration
Small Business Traineeship
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