Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Smith

Summary

Proven Case Manager with a track record of enhancing client outcomes through expert case management and problem-solving skills. Excelled in managing complex client portfolios, achieving significant improvements in care quality. Demonstrates exceptional organization, multitasking abilities, and a results-driven approach, ensuring client satisfaction and compliance with Aged Care Quality Standards.

Overview

16
16
years of professional experience

Work History

Case Manager

CO.AS.IT. Community Services
11.2022 - Current
  • Maintain successful management of a diverse portfolio comprising 70+ Home Care Package Clients (HCP) and Commonwealth Home Support Program Clients (CHSP)
  • Responsible for creating, developing, and maintaining client budgets.
  • Create personalized care plans with a tailored approach to each client's individual needs, goals, and preferences.
  • Ensure on going communication with consumers and their representatives, stakeholders, and service providers.
  • Understanding and commitment to working within the Aged Care Quality Standards
  • Assist consumers to enact their care plans and budgets, ensuring needs and goals are supported under the Home Care package framework.
  • Source and manage information to support consumers in achieving their documental care outcomes.
  • Update and maintain consumer records for all matters related to care management as required.
  • Complete Level upgrade.
  • Identify concerns in consumers health and welling for escalation to clinical.
  • Demonstrated ability to work as an effective member of a collaborative team and assist fellow team members toward the achievement of required performance objectives and consumer service outcomes.
  • Proven ability to self-reflect and incorporate feedback to continually develop personal capability and professional during team meetings.
  • Proven ability to apply reasoning, analytical and problem-solving skills with clients needs and determine an appropriate course of action.

Case Manager

Trilogy Care
01.2021 - 10.2022
  • Succeeded in managing and nurturing relationships with a substantial client base of over 200 HCP clients.
  • Engage with internal teams to facilitate client on-boarding.
  • Develop, monitor and optimize HCP client budgets.
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Collaborate with clients, listening with empathy to their needs, goals and preferences, and supporting them to exercise choice.
  • Develop, monitor, and reassess care plans in consultation with clients, their families and other healthcare professionals.
  • Performed thorough evaluations of potential risks.
  • Implemented incident management processes.
  • Conducted annual HCP reviews.
  • Generated a high volume of allied health referrals.
  • Manage a caseload of consumers with complex needs through client meetings & assessment, referral, review, and goal planning.
  • Demonstrated proficiency in financial management of client funds and budgets.
  • Uphold the requirements in accordance with the Aged Care Act and Aged Care Quality Standards.

Care Services Coordinator

St John Ambulance
02.2020 - 12.2021
  • Conduct needs assessments and advise consumers on St John Community Services, products, and programs.
  • Work in a centre that receives over the phone average 200-300 calls per day.
  • Entered CHSP data, generated reports, and produced tracking documents.
  • Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
  • Personally, respond to 50-60 calls per day on phones, maintain engagement with the clients as they access the services provided by the organization.
  • Manage and maintain client records, relevant databases and other systems to effectively enable clients to register, use and exit services.
  • Establish the transport bookings forwarding to schedulers and scheduling transport for the next day.
  • Receive urgent calls for medical transportation to appointments, contact schedulers to ascertain possibility.
  • Work with other staff to ensure appropriate service to our clients.
  • Established well-developed interpersonal and communication skills including active listening, assertiveness whilst speaking to distressed clients.
  • Use calming voice and slow conversations down to successfully de-escalate highly emotive callers/situations.

Disability Support Worker

Inclusive Support Services
09.2019 - 01.2020
  • Extensive communication with clients establishing their capabilities, limitations and identifying how to assist.
  • Comprehensive examination of individual care plans to understand the requirements for the individual.
  • Providing client-cantered care through the development of therapeutic relationships and understanding of individual care plans
  • Working within a clinical multi-disciplinary team to achieve quality client outcomes.
  • Provided assistance in daily living activities.
  • Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
  • Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.

Assistant In Nursing

St Paul's Lutheran Services
05.2013 - 11.2018
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure resident dignity.
  • Checked resident vitals such as temperature, blood pressure, and blood sugar levels.
  • Improved resident care quality by monitoring and recording vital signs, fluid intake, and output.
  • Prevented pressure area development through frequent turning, repositioning and diligent skin assessments.
  • Conducted regular rounds to monitor residents physical and mental status throughout shifts.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships.
  • Built rapport with resident and families, providing emotional support during difficult times.

Assistant In Nursing

Ballycara Aged Care Facility
08.2008 - 05.2013
  • Provided exceptional care to patients/residents/clients by surpassing expectations
  • Instrumental with assisting clients with Activities of Daily Living (ADLs)
  • Proficient with manual handling with physical fitness
  • Highly-developed communication and interpersonal skills fostering a strong, fruitful rapport with clientele, team members and Management as well as industry representatives
  • Provided holistic assistance to residents in their mental, physical and social well-being.
  • Efficiently managed meal preparation, planned meals, and provided support for consumption.
  • Experienced in successfully resolving conflicts and managing behaviours.
  • Collaborative with a multi-disciplinary team cooperating through sharing knowledge and expertise.
  • Excelled at ACFI documentation with excellent attention to detail.
  • Efficiently completed reporting and conducive documentation using in-house facility software with accuracy

Education

Certificate 111 In Aged Care

Hillcourt Vocational Training Centre
07.2008

Skills

  • Problem-Solving
  • Case Management
  • Case Documentation
  • Organization and Multitasking

Timeline

Case Manager

CO.AS.IT. Community Services
11.2022 - Current

Case Manager

Trilogy Care
01.2021 - 10.2022

Care Services Coordinator

St John Ambulance
02.2020 - 12.2021

Disability Support Worker

Inclusive Support Services
09.2019 - 01.2020

Assistant In Nursing

St Paul's Lutheran Services
05.2013 - 11.2018

Assistant In Nursing

Ballycara Aged Care Facility
08.2008 - 05.2013

Certificate 111 In Aged Care

Hillcourt Vocational Training Centre

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Michelle Smith