Rabiya Faisal
Carlingford,NSW
Summary
I have proven case/care management experience of 4+ years in the NDIS and aged care industry. I possess strong relationship-building skills, a passion for self-management, and empathy for customer support. My effective communication and customer service focus lead to positive outcomes. I can manage high-volume case management and am passionate about supporting people to live a full life at home, utilizing a goal-oriented approach in developing/updating support/care plans. I excel in building strong relationships and networks within the community, with a deep understanding of the Aged Care Sector, Home Care Package guidelines, and service requirements, including SRIS knowledge. My excellent communication, conflict resolution, and management skills contribute to my proficiency in developing positive relationships with a diverse staff and client base, communicating with empathy and respect
Overview
4
4
years of professional experience
1
1
Certification
Work History
Care Manager - Home Care Packages
Jewish Care
- Case management for both our aged and NDIS clients
- Cultivating strong relationships through effective self-management and demonstrating empathy in customer support
- Skillfully communicating with clients, prioritizing customer service to achieve positive outcomes
- Proactively overseeing care plans for aged care clients
- Responsible for account and budget management for all clients
- Conducting home visits to assess new clients and performing annual reviews for existing ones
- Initiating requests for home care package level upgrades through the My Aged Care portal
- Handling client complaints with diligence
- Collaborating with the accounts team for seamless payment and billing processes
- Efficiently managing emails and various communication channels
- Leading and executing the audit requirements mandated by My Aged Care auditors.
Client Liaison Officer (Case Manager)
Caring approach
01.2022 - 08.2023
- As a Case Manager, I cultivate relationships with clients and families, ensuring quality and compliance through regular visits
- I meet with clients to understand their needs, create and evaluate care plans, and collaborate with the Rostering team for optimal skill matching
- Building relationships with internal and external stakeholders enables a diverse service provision
- I liaise efficiently with staff, clients, and stakeholders to coordinate services for HCP, CHSP, DVA, and NDIS clients, ensuring timely and appropriate care delivery
- Responsibilities include preparing schedules with attention to client and staff needs, meeting cost-of-service targets, delivering exceptional customer service, and managing challenging conversations while balancing diverse priorities
- Additionally, I manage communications and lead audit fulfillment for My Aged Care auditors.
Scheduling Coordinator (Rostering Team Member)
myHomecare Group Australia (Hills Nursing)
12.2019 - 01.2022
- Plan and manage workforce requirements, including rosters and leave, to ensure coverage aligns with client needs
- Coordinate services for HCP, CHSP, DVA, and NDIS clients by liaising with staff, clients, and stakeholders
- Ensure the right person delivers care with the right skills at the right time and place
- Prepare schedules considering client and staff needs while meeting cost targets
- Respond to client and staff calls with empathy
- Manage emails and communication channels efficiently.
Ethics Instructor
Carlingford West Public School, Sydney
02.2019 - 11.2019
- As an Early Childhood Teacher, my job was to create an exciting environment for children with different interests and abilities
- I designed programs following national standards and curriculum
- My role included developing and implementing quality childcare education programs, collaborating with colleagues to maintain individual child portfolios.
Education
Pharm D - Pharmacy
UOS
12-2008
Skills
- Procura
- Gold Care
- Microsoft Office 2010
- Good with Data
- Quick Learner
- Team Player
- Good Communication
- Customer Centricity
- Medical and Pharmaceutical Knowledge
- Case Assessments
- Care Planning
- Care Quality Assessments
- Referral Management
- Healthcare Knowledge
- Service Coordination
Education Training
- Doctor of Pharmacy
- TAFE Statement in Digital Skills
- APC Recognized #126444
- Utilizing the My Aged Care Provider Portal
- Certificate in Understanding Dementia from the University of Tasmania
- Certificate in Preventing Dementia from the University of Tasmania
Licenses Checks
- Police Check
- Working with Children Check
Covid19 Vacc
Fully Vaccinated
Work Rights
Australian Citizen
References
Available on request.
Certification
⦁ TAFE Statement in Digital Skills
⦁ APC Recognized #126444
⦁ Utilizing the My Aged Care Provider Portal
⦁ Certificate in Understanding Dementia from the University of Tasmania
⦁ Certificate in Preventing Dementia from the University of Tasmania
Timeline
Client Liaison Officer (Case Manager)
Caring approach
01.2022 - 08.2023
Scheduling Coordinator (Rostering Team Member)
myHomecare Group Australia (Hills Nursing)
12.2019 - 01.2022
Ethics Instructor
Carlingford West Public School, Sydney
02.2019 - 11.2019
Care Manager - Home Care Packages
Jewish Care
Pharm D - Pharmacy
UOS
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