Laura Martin
Deagon,Australia
Summary
High-performing nursing executive with over 20 years’ experience specialising in quality and compliance, operational excellence, strategic initiatives and clinical governance. Skilled in team management, stakeholder collaboration and fostering a culture of innovation and continuous improvement. Motivated by client satisfaction and delivering high-quality care whilst demonstrating organisational values and achieving strategic goals.
Seasoned Experience Manager with robust background in managing customer experience, leading teams and executing strategic initiatives. Known for strong leadership skills, ability to streamline processes and drive operational efficiency. Demonstrated success in influencing positive customer experiences and fostering team collaboration. Committed to enhancing overall business performance through improved customer satisfaction strategies.
Overview
20
20
years of professional experience
Work History
National Customer Care Experience Manager
Right at Home
Woolloongabba, Australia
06.2023 - Current
- Reporting to the managing director and Right Care board
- Chair of clinical governance committee, consumer advisory body and clinical forum
- Develop, deliver and implement all clinical education and training programs to national network (currently 48 franchise owners)
- Responsible for SIRS, managing complaints from ACQSC
- Manage HCP claims and expenses to ensure they meet regulatory requirements
- Project Lead in the transition to the new Strengthened Aged Care Standards
- Management of Customer Care Experience team members
- Support new office transitions via education to ensure processes, policies and legislation is adhered too
- Provide monthly education sessions to the network to improve and understand provision of high-quality care
- Innovation and implementation of new or improved services/products to improve client care
- Ensure staff embrace a safe work place and risk management
- Audit, investigate and performance management of offices that are failing to deliver high quality, safe care
- Achieve operational outcomes by ensuring staff engagement in provision of service growth
- Attend and participate in national age care forums and conferences
Area Manager
HammondCare
Caboolture, Australia
06.2022 - 06.2023
- Responsible for developing and implementing business plan for a new area of operations, including clients, staff and services
- Resulted in a 50% increase on strategic targets
- Promoted positive client experiences by promptly resolving conflicts
- Implemented training initiatives to coach staff on best practices and protocols for enhanced profitability and to achieve service excellence
- Home Care Package Management and Commonwealth Home Support Funding Management
- Implemented new processes and procedures tactfully and passionately, using a servant leadership to support and develop team performance
- Streamlined operational efficiencies by successfully hiring top talent driving productivity
- Enabled high levels of service quality
- Established a positive and innovative workplace which staff found rewarding
- Ensure staff embrace a safe work place and risk management
- Achieves operational outcomes by ensuring staff engagement in provision of service growth
Clinical Care Manager
HammondCare
Chermside, Australia
11.2019 - 06.2022
- Professionally manage HCP and CHSP clients, including liaising with clients, their representatives and multi-disciplinary health care professionals and other external bodies to ensure service delivery for each client is individualised and exceeds expectations
- Establish, review and manage client budgets, and facilitate communication throughout the broader team as need arises
- Support, lead and mentor team members to deliver high quality care in a person-centered manner, always encouraging reflection and validation of the experiences of all persons in care
- Encouraged high morale and staff retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment
- Employed active listening and interpersonal talents to effectively interact with both internal and external stakeholders
- Collaborated with healthcare professionals and enabling parties to deliver high-quality client care
- Managed clinical operations and procedures and enforced adherence to federal and state regulations and healthcare law requirements
- Interviewed applicants and made recommendations for new hires
- Facilitated implementation of quality improvement initiatives and provided training and guidance to staff to achieve client care and service goals
- Provided clinical oversight for over 50 home care package clients and developed dynamic care plans for clients and care workers to guide best practice and service delivery
Clinical Nurse (Infection Control, Cardio Thoracic, ICU, Wound Care)
The Prince Charles Hospital - Queensland Health
Chermside, Australia
01.2005 - 11.2019
- Primary responsibility in the collection, collation and reporting of reliable and valid information on significant organisms and bacterimias and the implementation of appropriate courses of action in relation to findings
- Provision of advice to internal and external care workers and members of the general public in relation to infection control
- Primary responsibility in the collection, collation and reporting of information required by Queensland Health to measure performance indicators
- SSI, hand hygiene auditing and health care acquired blood stream infections
- Communication and distribution of all relevant clinical and non-clinical information to appropriate members of infection control team and all stakeholders within the Price Charles Hospital
- Identification and management of patients requiring transmission based precautions and managing outbreaks of infectious diseases within the hospital environment
Education
Certificate IV - Leadership and Management
Wesley Mission Training Institute
Brisbane, QLD01.2024
Nurse Immuniser - Infection Management and Prevention
Australian College of Nursing
Sydney01.2017
Bachelor of Science - Nursing
Queensland University of Technology
Kelvin Grove12.2004
Post Graduate Course Work - Aged Care
University of Queensland
St LuciaSkills
- Operational Management
- Robust understanding of Aged Care legislation
- Experience in auditing and assessing
- Development of educational materials
- Report writing to the board
- Performance Management
- Leading and managing teams
- Change management
- Communication skills
- Creative problem-solving
- Positive working culture
- Service excellence
- Relationship building
- Project Management
- Database management
- Microsoft Office applications
- Conflict management
- Stakeholder negotiations
References
- Jarmilla Clay, Regional Manager – RSL Lifecare limited, 0410 608 986, jay_clay@hotmail.com, Jarmilla was my manager at Hammond Care
- Samantha Bosman, Head of Policy and Strategy – Right at Home, 0466 986 098, Samantha.bosman@rightathome.com.au, Manager at Right at Home
- Kylee Sheehy, Regional Operations Manager – Centacare, 0401 966 249, I worked closely with Kylee at Hammond Care where she was Quality Safety Risk Manager
Timeline
National Customer Care Experience Manager
Right at Home
06.2023 - Current
Area Manager
HammondCare
06.2022 - 06.2023
Clinical Care Manager
HammondCare
11.2019 - 06.2022
Clinical Nurse (Infection Control, Cardio Thoracic, ICU, Wound Care)
The Prince Charles Hospital - Queensland Health
01.2005 - 11.2019
Certificate IV - Leadership and Management
Wesley Mission Training Institute
Nurse Immuniser - Infection Management and Prevention
Australian College of Nursing
Bachelor of Science - Nursing
Queensland University of Technology
Post Graduate Course Work - Aged Care
University of Queensland
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