Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Customer Service Skills
Professional Development
Customer Service Skills
Professional Development
Generic

Michelle Edwards

Summary

An experienced Health Professional with expertise in Clinical Informatics and Project Management, possessing high skills in System Testing, Analysis, Documentation, and Training. The goal is to utilise a broad range of skills and experience to understand and evaluate systems, delivering quality outcomes in clinical settings, and dedicated to developing these skills to improve healthcare solutions for patients in the state. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

23
23
years of professional experience

Work History

Functional Analyst

eHealth NSW
07.2022 - Current
  • Analyse and interpret systems and solutions to gain an in depth working knowledge
  • Manage multiple project tasks concurrently - relieve Functional Analyst role with relevant duties and responsibilities utilising innovative business processes and solutions
  • Responsible for unit, functional and system testing, manage defect and assist with resolution of identified defects
  • Initiated, encouraged, and assisted active team engagement - knowledge transfer education – team building sessions and participated in social activities
  • Oversaw creation of structured onboarding processes to assist new team members with the means to gain knowledge of documented process workflows
  • Excellent customer service and professional representation of eHealth
  • Enhanced user experience with meticulous interface design, ensuring seamless navigation and functionality.
  • Reduced system errors, conducting rigorous testing and debugging of application features.
  • Improved system efficiency by identifying and resolving functional discrepancies in software applications.
  • Collaborated with cross-functional teams to ensure successful project delivery within tight deadlines.
  • Developed comprehensive documentation for both technical and non-technical stakeholders, clarifying complex concepts for ease of understanding.
  • Delivered high-quality results under pressure, adapting quickly to changing client needs while maintaining a keen eye for detail.
  • Proactively identified opportunities for improvement in existing systems, proposing innovative solutions that led to increased user satisfaction.

Clinical Trainer

Northern Sydney And Central Coast Local Health Dis
04.2021 - 07.2022
  • Responsible for system testing, development of test scripts, and data analysis activities and resource creation Influenced and negotiated process changes in current workflows
  • Established partnerships with internal and external stakeholders to educate and influence audience Promoted training activities, including the coordination and implementation of training schedules
  • Initiated and led training resource creation activities.
  • Streamlined the training process by creating efficient schedules and organizational systems for resources.
  • Increased trainee retention by providing personalized feedback on performance and progress.
  • Collaborated with interdisciplinary teams to ensure consistent, high-quality training across all departments.
  • Identified areas for improvement in clinical practices through ongoing evaluation of training programs and staff performance.
  • Facilitated hands-on workshops to reinforce practical skills and build confidence among trainees.
  • Ensured regulatory compliance by staying current with industry standards and incorporating updates into training materials as needed.
  • Fostered a supportive learning environment that promoted open communication, active listening, and constructive feedback between trainers and trainees.
  • Increased overall proficiency of clinical staff by conducting targeted skills development sessions for identified areas of weakness.
  • Optimized training effectiveness by tracking participant progress using advanced data analysis techniques.
  • Contributed to improved patient care quality by equipping clinicians with up-to-date knowledge in best practices, methodologies, and technologies.

Project Support Officer

Royal North Shore Hospital
01.2021 - 01.2022
  • Successfully led the implementation of new systems and resources to support system go live
  • Implemented mentorship program for new project team members
  • Managed administrative functions for project activities
  • Led the creation of positional workflow processes
  • Participated in test activities and project activities
  • Enhanced project efficiency by streamlining communication channels and establishing clear objectives.
  • Supported project managers in achieving milestones by closely monitoring progress and identifying potential bottlenecks.
  • Improved stakeholder satisfaction by providing timely updates on project status and addressing concerns promptly.
  • Ensured successful project delivery by maintaining accurate documentation and tracking key performance indicators.
  • Facilitated cross-functional collaboration, fostering a positive work environment for team members to excel in their respective roles.

Acting Workers Compensation and General Insurance Manager

Northern Sydney Local Health District
01.2019 - 01.2021
  • Managed workflow to process Workers Compensation claims
  • Responsible for Workers Compensation & General Insurance claims process and regular reporting tasks Pre-Injury Average Weekly Earnings & Calculation activities, reporting responsibilities general insurance claims
  • Facilitated clear communication between clients, underwriters, adjusters, legal counsel, and other relevant parties during complex claims resolution processes.
  • Fostered a positive workplace culture that promoted collaboration among staff members, resulting in increased employee satisfaction and reduced turnover rates.

Teacher

TAFE NSW Northern Sydney Institute
01.2007 - 01.2020
  • Lead subject matter expert advanced units of trade certification training and assessment
  • Responsible for providing high standards of client service by complying with internal policies and procedures
  • Lead business process review activities
  • Responsible for advertising, marketing, and generating business opportunities for industry engagement
  • Responsible for representation of TAFE NSW, Industry liaison and delivering customer service to students, business owners and industry representatives.
  • Increased student literacy rates by implementing targeted reading strategies in individualized instruction plans.
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
  • Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
  • Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
  • Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
  • Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
  • Integrated cultural awareness into lessons by incorporating diverse perspectives and materials into the curriculum.

Clinical Trainer

Royal North Shore Hospital
01.2014 - 01.2019
  • Workforce Informatics Scheduling Officer
  • Workforce Scheduling and Payroll Department
  • Team Leader Administration
  • Administration Officer

Home Loan Sales and Business Retention Consultant

Commonwealth Bank of Australia
01.2001 - 01.2009
  • Case Manager / Customer Service Team Lead - Home Loan Sales
  • Customer Retention reporting duties
  • Initiated Sales and Service process improvement activities.

Education

Certificate IV Mortgage Brokering
TAFE

Skills

  • Cerner Millennium Applications
  • Microsoft Office Suite Applications
  • ServiceNow Jira task based dashboard, test management tool Oracle Procurement System, Wink
  • Office Procurement
  • Health Roster, Teams, Intranet, Stafflink, SharePoint, My Health
  • Learning
  • Salesforce – Insurance portal, Recruitment on Boarding (ROB)
  • Total Record Information Management (TRIM) NSLHD, Incident Information Management System (IIMS)
  • Confident, professional, and persuasive communication
  • Articulate and personable in communications
  • Professional presentation
  • Training
  • ICT Clinical Trainer 1 year
  • TAFE Teacher 16 years eHealth - current
  • Planning
  • Project activity prioritisation eHealth
  • Training responsibilities ICT Project Team Testingresponsibilities ICT Project Team
  • Educational resources ICT Project
  • Assessment review and TAFE Accreditation
  • Roster and schedule creation for go-live training
  • Stakeholder management
  • Conflict resolution
  • End-user training
  • Workflow analysis
  • Team collaboration
  • Agile methodologies
  • Data analysis
  • Gap analysis
  • Critical thinking
  • Business process analysis
  • Requirements gathering
  • User acceptance testing
  • Process improvement
  • Technical documentation
  • Functional specifications
  • Project Documentation
  • Software testing
  • Systems Analysis
  • Technical Analysis
  • Client Relations

Websites

Languages

French
Limited Working
German
Elementary

Timeline

Functional Analyst

eHealth NSW
07.2022 - Current

Clinical Trainer

Northern Sydney And Central Coast Local Health Dis
04.2021 - 07.2022

Project Support Officer

Royal North Shore Hospital
01.2021 - 01.2022

Acting Workers Compensation and General Insurance Manager

Northern Sydney Local Health District
01.2019 - 01.2021

Clinical Trainer

Royal North Shore Hospital
01.2014 - 01.2019

Teacher

TAFE NSW Northern Sydney Institute
01.2007 - 01.2020

Home Loan Sales and Business Retention Consultant

Commonwealth Bank of Australia
01.2001 - 01.2009

Certificate IV Mortgage Brokering

Customer Service Skills

  • EHealth – Internal and external stakeholders
  • NSW Health clinicians, management, patients and members of the public
  • TAFE Teacher – Students, Management, Business Referees
  • CBA Home Loan Sales Team Lead

Professional Development

  • Cerner Fundamentals
  • Cerner PowerOrders
  • Cerner Building and Maintaining Powerforms
  • Mandatory Training (current)
  • Using Clinical Health Data, Information and Knowledge for Better Healthcare
  • Start with the Customer in Mind Workshop
  • ServiceNow - Get Started with ServiceNow, Service Management Working with Reports
  • AWS Introduction to Cloud 101
  • Activity Based Funding, Activity Based Management for Better Care
  • Building Individual Resilience
  • Essential 8 Session 1 & 2 - General Introduction and Technical Introduction
  • Mental Health First Aid - May 2023
  • Health NSW Digital Academy Agile Development
  • EHealth NSW Digital Academy Agile Fundamentals
  • EHealth NSW Digital Academy: Human Centred Design (HCD) Foundational & Intermediate
  • EHealth NSW Digital Academy Service Management - Resource Management, Test Management, Project Management, demand Management
  • EHealth NSW Scrum Fundamentals Agile Community of Practice
  • Foundation Test Analyst ISTQB
  • Health, Safety and Wellbeing Department NSLHD
  • Workforce Informatics Scheduling Officer
  • Workforce Scheduling and Payroll Department NSLHD
  • Team Leader Administration
  • Ambulatory Care Centre
  • TAFE Teacher
  • Lead subject matter expert advanced units of trade certification training and assessment
  • Home Loan Sales and Business Retention Consultant
  • Case Manager / Customer Service Team Lead - Home Loan Sales
  • Customer Retention reporting duties
  • Initiated Sales and Service process improvement activities.

Customer Service Skills

  • EHealth – Internal and external stakeholders
  • NSW Health clinicians, management, patients and members of the public
  • TAFE Teacher – Students, Management, Business Referees
  • CBA Home Loan Sales Team Lead

Professional Development

  • Cerner Fundamentals
  • Cerner PowerOrders
  • Cerner Building and Maintaining Powerforms
  • Mandatory Training (current)
  • Using Clinical Health Data, Information and Knowledge for Better Healthcare
  • Start with the Customer in Mind Workshop
  • ServiceNow - Get Started with ServiceNow, Service Management Working with Reports
  • AWS Introduction to Cloud 101
  • Activity Based Funding, Activity Based Management for Better Care
  • Building Individual Resilience
  • Essential 8 Session 1 & 2 - General Introduction and Technical Introduction
  • Mental Health First Aid - May 2023
  • Health NSW Digital Academy Agile Development
  • EHealth NSW Digital Academy Agile Fundamentals
  • EHealth NSW Digital Academy: Human Centred Design (HCD) Foundational & Intermediate
  • EHealth NSW Digital Academy Service Management - Resource Management, Test Management, Project Management, demand Management
  • EHealth NSW Scrum Fundamentals Agile Community of Practice
  • Foundation Test Analyst ISTQB
  • Health, Safety and Wellbeing Department NSLHD
  • Workforce Informatics Scheduling Officer
  • Workforce Scheduling and Payroll Department NSLHD
  • Team Leader Administration
  • Ambulatory Care Centre
  • TAFE Teacher
  • Lead subject matter expert advanced units of trade certification training and assessment
  • Home Loan Sales and Business Retention Consultant
  • Case Manager / Customer Service Team Lead - Home Loan Sales
  • Customer Retention reporting duties
  • Initiated Sales and Service process improvement activities.

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Michelle Edwards