Kate Cross
Upper Coomera
Summary
With a proven track record in improvement of patient outcomes and a focus on patient centred care, I excel in strategic visioning and crisis management, driving operational efficiency. My leadership improved patient outcomes and staff retention, showcasing inspirational leadership and effective decision-making skills.
Overview
12
12
years of professional experience
Work History
CEO/Director of Clinical Services
Avive Health
10.2022 - 12.2024
- Created a positive work culture, resulting in increased employee satisfaction and retention rates.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Improved interdisciplinary collaboration, fostering strong working relationships among medical professionals for optimal patient outcomes.
- Collaborated effectively with other organizational leaders on cross-functional projects, further improving overall service offerings available to patients and their families.
- Reduced hospital readmission rates with the development of comprehensive discharge planning processes.
- Achieved accreditation compliance by maintaining up-to-date knowledge of healthcare regulations and ensuring adherence to industry standards.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Represented organization at industry conferences and events.
- Worked with nurse manager to develop nursing staff through education, evaluation, performance management, and competency improvement.
CEO/Director of Nursing
Aurora Health
02.2017 - 09.2022
- Created a positive work culture, resulting in increased employee satisfaction and retention rates.
- Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
- Amplified customer satisfaction and loyalty through introduction of customer-centric service model.
- Participated in management team meetings to discuss resident status, census changes, and resident complaints or concerns.
- Oversaw and approved recruitment, hiring and orientation of new nursing staff.
- Collaborated with interdisciplinary teams to develop comprehensive care plans for patients with complex needs.
- Developed strong relationships with community partners to facilitate continuity of care for patients transitioning between healthcare settings.
- Served as a liaison between nursing leadership, hospital administration, medical staff, allied health professionals, patients, families, and other stakeholders to ensure effective communication and collaboration.
- Increased patient satisfaction scores by fostering a compassionate and supportive environment within the nursing department.
Clinical Services Manager
Aurora Health
07.2015 - 02.2017
- Facilitated communication between departments to ensure seamless coordination of patient care from admission through discharge.
- Oversaw the acquisition of necessary equipment and supplies for clinical services by researching options, negotiating pricing agreements, and managing inventory levels effectively.
- Collaborated with interdisciplinary teams to create a patient-centered care approach, resulting in increased patient satisfaction scores.
- Coordinated staffing schedules for optimal coverage during peak hours without compromising employee satisfaction or violating labor laws.
- Oversaw overall operation of nursing services and patient care.
- Worked with nurse manager to develop nursing staff through education, evaluation, performance management, and competency improvement.
- Ordered all pharmacy supplies and kept check on inventory levels.
Mental Health Intake Officer
Aurora Health
12.2012 - 07.2015
- Conducted initial client assessments, gathering vital information for detailed case profiles.
- Improved processing efficiency by accurately documenting client data.
- Facilitated smooth intake process for new clients, ensuring all necessary paperwork was completed.
- Enhanced client satisfaction with timely and effective communication.
- Managed intake procedures for comprehensive client service delivery.
- Improved intake accuracy by cross-referencing client information.
- Enhanced client trust by maintaining confidentiality during intake sessions.
- Interviewed clients to gather complete background information for service provision.
- Developed rapport with clients to facilitate open communication.
- Coordinated with external agencies for comprehensive client support.
- Reviewed and verified intake documents for compliance with regulations.
- Maintained up-to-date records, ensuring seamless service delivery.
- Provided exceptional customer service by addressing concerns and answering questions promptly and professionally.
- Conducted thorough assessments of client needs and made appropriate service recommendations.
- Maintained detailed records of all client interactions in a secure database system.
- Developed rapport with clients through empathetic communication, fostering trust in the organization''s services.
- Utilized strong listening skills when interacting with clients, allowing them to feel heard and understood during the intake process.
- Managed a high volume of cases, prioritizing workload for optimal efficiency.
- Responded to emergency situations and de-escalated hostile confrontations.
Education
Bachelor of Science - Nursing
University of Technology Sydney
Sydney, NSW12-2001
Skills
- Customer focus
- Crisis management
- Decision-making
- Effective decision making
- Client relationship building
- Relationship and team building
- Risk management
Timeline
CEO/Director of Clinical Services
Avive Health
10.2022 - 12.2024
CEO/Director of Nursing
Aurora Health
02.2017 - 09.2022
Clinical Services Manager
Aurora Health
07.2015 - 02.2017
Mental Health Intake Officer
Aurora Health
12.2012 - 07.2015
Bachelor of Science - Nursing
University of Technology Sydney
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