Kathleen Hewish
Rye,VIC
Summary
Results-oriented professional with a strong background in leadership and decision-making. Proven ability to communicate effectively with diverse stakeholders, including senior management. Skilled in developing innovative solutions through problem-solving and negotiation, leading to improved organizational performance and customer satisfaction. Committed to delivering quality work and achieving company goals while adapting to new challenges.
Overview
23
23
years of professional experience
Work History
Senior Quality Assessor
Aged Care Quality and Safety Commission
, VIC
05.2022 - Current
- Responsible for assessing and monitoring the performance of aged care providers compliance in the delivery services against the Aged Care Quality Standards.
- Engaging with aged care providers and conducting interviews with staff and management while conducting an audit of compliance and performance against Quality Standards.
- Conducting interviews with consumers and relevant parties about the quality of care and services they are receiving.
- The collection of information and evidence to assist with supporting audit and assessment findings.
- Preparation of reports following the assessment of quality of care and services.
Planner/Health Liaison Officer
National Disability Insurance Agency
05.2018 - 05.2022
- Case Management approach to managing stakeholders within health industry
- Facilitated future planning for individuals with disabilities to enhance quality of life.
- Engaged stakeholders to assess current situations and needs, building strong rapport.
- Delivered exceptional end-to-end customer service while promoting relevant programs.
- Communicated effectively across various media, ensuring clarity in service deliverables.
- Demonstrated knowledge of relevant legislation, compliance measures, and standards.
- Reported and relayed information accurately in both verbal and written formats.
Business Development Officer
Department of Human Services - Medicare
07.2017 - 05.2018
- Managed case coordination for providers, educating stakeholders on DHS digital business services.
- Processed claim inquiries accurately and professionally via telephony.
- Applied effective time management skills to enhance workflow efficiency.
- Communicated with diverse audiences using various media while delivering quality customer service.
- Assessed stakeholder needs, aligning requirements with strategic departmental outcomes through negotiation.
- Developed collaborative partnerships with team members and community stakeholders for comprehensive support.
- Utilized analytical and problem-solving skills to navigate dynamic environments.
Service Officer APS3 Medicare Public
Department of Human Services - Medicare
08.2016 - 07.2017
- Providing quality customer service to Medicare customers; during this time I also acted in a Team Leader role, mentoring and coaching staff.
- Handling telephony and processing claim enquiries with accuracy in a timely, courteous and professional manner.
- Applying effective time management skills appropriate to the working environment.
- Communicating effectively with a wide range of people using different media whilst providing quality customer service; promoting services and programs as applicable.
- Assessing stakeholders’ needs; considering their requirements and the strategic outcomes sought by the Department, utilizing negotiation skills where needed.
- Developing partnerships with fellow team members, co-workers and, where applicable, the wider community, ensuring stakeholders are provided with a holistic approach to their circumstances.
- Utilising analytical and problem-solving skills, adapting to constantly changing environments.
Client Services Officer
State Trustees
Footscray
03.2015 - 07.2016
- Provision of quality customer service with care, compassion and patience within a team environment.
- Proactively recognised opportunities to suggest and promote State Trustees whilst managing individual cases.
- Responded to general queries or handling tasks in conjunction with case management; thoroughly managing sensitive customer concerns.
- Instilled confidence and trust within customers; selling and displaying the benefits of having State Trustees act on their behalf.
- Multitasked and delivered on several files at once in a timely manner; ensuring cases were managed consistently and to deadlines.
- Collaborated and communicated with key stakeholders regularly (family in particular), interpreting and applying relevant policies and legislations where relevant.
- Collaborated with my team, management and board to meet deadlines, team KPIs and budgets.
Team Leader
Red Cross Training Services
Adelaide
07.2013 - 11.2014
- Company Overview: National centre for the education arm of Red Cross as a Registered Training Organisation (RTO).
- Managed the call centre encouraging the consultants to provide a high standard of customer service and sales.
- Processing enquiries and assisting customers to book into First Aid courses or handling customer queries about Vocational Education and Training (VET) courses.
- National centre for the education arm of Red Cross as a Registered Training Organisation (RTO).
Call Centre Manager
Powerstate Credit Union/Credit Union SA
Adelaide
09.2002 - 07.2013
- Demonstrating commitment to the highest standards of service quality and work performance.
- Maintaining a high level of service & support through delivery of excellent customer service.
- Representation as a positive role model, mentor & leader; recruiting and onboarding new staff.
- Providing relevant solutions whilst fostering member and staff relationships; positive interaction with team members and other internal customers.
- Assisting staff to achieve individual targets and sales budgets and administrative duties.
- Managing team sales, targets & KPIs; instilling a strong and sustainable sales culture.
- Providing successful outcomes for both the customer and organization.
- Promoting teamwork through objectivity and openness to others’ views.
- Promoting accuracy of information and database integrity.
Education
Diploma of Management - Business Management
Australian Red Cross
Adelaide SA01.2015
Certificate IV Business - Frontline Management
Australian Institute of Management
Adelaide, SA01.2009
Year 12 Victorian Certificate of Education -
East Doncaster High School
Victoria01.1988
Skills
- Initiative and professionalism
- Leadership and decision-making
- Conflict resolution
- Problem-solving and negotiation
- Adaptability to change
- Coaching and mentoring
- Policy research and analysis
- Time management
- Team collaboration
- Interpersonal skills
- Analytical skills
- Report writing
- Customer focus
Training
- Rising Star training seminar – AICUM
- First Time Manager Seminar – Skillpath
- The New Manager – Aim SA Training
- Coaching for Performance Improvement - SFC Consulting Services
- Customer Needs-Based Sales Training - SFC Consulting Services
- Numerous in-house product/systems and customer service workshops as part of ongoing training.
Timeline
Senior Quality Assessor
Aged Care Quality and Safety Commission
05.2022 - Current
Planner/Health Liaison Officer
National Disability Insurance Agency
05.2018 - 05.2022
Business Development Officer
Department of Human Services - Medicare
07.2017 - 05.2018
Service Officer APS3 Medicare Public
Department of Human Services - Medicare
08.2016 - 07.2017
Client Services Officer
State Trustees
03.2015 - 07.2016
Team Leader
Red Cross Training Services
07.2013 - 11.2014
Call Centre Manager
Powerstate Credit Union/Credit Union SA
09.2002 - 07.2013
Diploma of Management - Business Management
Australian Red Cross
Certificate IV Business - Frontline Management
Australian Institute of Management
Year 12 Victorian Certificate of Education -
East Doncaster High School
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