Lavania Tusitala
Collingwood Park
Summary
Highly adaptable Case Officer with proven end to end administration, high volume caseload management and stakeholder coordination. Skilled in onboarding support and training new staff whilst handling medical information and liaising with hospitals, law firms and insurance providers. Known for exceeding KPIs, consistently meeting deadlines and supporting team success.
Overview
4
4
years of professional experience
Work History
Medical Information Exchange (MIE) Officer
Unified Healthcare Group
02.2023 - Current
- Manage a caseload of 1000+ cases, exceeding daily KPI targets of 100 cases (average of 145 cases daily)
- Turned around a 6+ month backlog within 2 months through improved organisation, communication, and stakeholder rapport.
- Built strong working relationships with hospital FOI departments (Mater, Ipswich, Gold Coast, Sunshine Coast etc. - alongside hospitals interstate), reducing average turnaround times from 60+ days to under 30.
- Liaise with customers including law firms (Slater & Gordon, Maurice Blackburn, Gallagher Bassett) and insurance providers (Suncorp, Allianz, AIA, TAC) to ensure smooth information exchange and compliance whilst ensuring awareness of legislations in regard to FOI applications
- Scheduling monthly contact with hospitals for process check-in, ensuring the workflow is moving efficiently and constantly attempting to better current workflows whilst complying with the FOI legislation.
- Supporting senior staff by training new employees, implementing process improvements, and resolving complex case escalations.
- Regularly assisting with customer feedback and complaints, using empathy and active listening to de-escalate and resolve issues.
- Known as highly adaptable, reliable, and efficient, consistently meeting and exceeding performance deadlines while assisting colleagues within the department with additional workload when required.
Youth and Support Worker
Edmen
04.2022 - 02.2023
- Assisted individuals with daily living activities, fostering independence and enhancing quality of life.
- Collaborated with multidisciplinary teams to develop and implement personalised care plans.
- Monitored client progress and reported changes to ensure optimal support and intervention.
- Provided emotional support and companionship, building trust and rapport with clients.
- Trained new staff on best practices in client care and safety protocols.
- Applied trauma-informed and culturally safe practices to maintain a safe, respectful, and supportive environment.
Guest Service Officer
Plaza Premium Group
02.2022 - 02.2023
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed front desk operations, ensuring smooth guest check-in and check-out processes.
- Coordinated with housekeeping to maintain cleanliness and readiness of guest accommodations.
- Assisted in training new staff on company policies and customer service best practices.
- Handled 200+ passengers daily and often liaised with external and internal airport lounges
Education
High School Diploma -
Staines Memorial College
Redbank, QLD11-2021
Skills
- End-to-End Administration & Coordination
- Relationship Management
- Recruitment & Onboarding Support
- Time Management & Deadline Adherence
- Process & Systems Improvement
- Complaint Resolution & De-escalation
- Training & Mentoring Support
- High-Volume Case Management
- Microsoft Office & Outlook Proficiency
- Adobe Acrobat & Data Entry Systems
Accomplishments
High Performance in Complex Environments
- Proven ability to excel under pressure, consistently managing over 145 cases daily while exceeding performance targets. Adept at navigating complex caseloads involving legal, medical and psychosocial factors. Maintains a calm, focused and methodical approach in high-stakes, fast paced settings.
Leadership, Mentoring and Team Contribution
- Demonstrated leadership through mentoring and onboarding over 10 new staff members across departments. Actively supports team development and contributes to a positive workplace culture. Recognised for stepping up in support roles and promoting collaboration across multi-disciplinary teams.
Cross-Sector and Informed Expertise
- Brings a unique blend of experience across healthcare, legal and community services. Skilled in trauma-informed care with a deep understanding of mental health, abuse, displacement and complex family dynamics. Committed to delivering culturally sensitive support.
Strong Advocacy and Communication Skills
- Effective in liaising with diverse stakeholders - including customers, insurers, law firms, hospitals and healthcare providers - to ensure coordinated, person-centred support. Known for empathetic communication and discretion.
Quality Compliance, Documentation and Service Delivery
- Maintains meticulous records in line with NDIS, privacy and organisational policy requirements. Trusted to manage confidential information with integrity and uphold professional standards in every aspect of service delivery.
Timeline
Medical Information Exchange (MIE) Officer
Unified Healthcare Group
02.2023 - Current
Youth and Support Worker
Edmen
04.2022 - 02.2023
Guest Service Officer
Plaza Premium Group
02.2022 - 02.2023
High School Diploma -
Staines Memorial College