Rebecca Wills
1/100 McCrae Road Dandenong,VIC
Summary
Working at World Vision Australia, has improved my skills of interacting and addressing customer concerns. I have been able to excel in customer empathy and computer proficiency, enhancing supporter experiences and resolving complex issues efficiently. My background in healthcare, from emergency response to aged care, showcases my decision-making prowess and commitment to improving patient outcomes.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Supporter Experience Consultant
World Vision Australia
Burwood, VIC
11.2022 - Current
- Resolved complex issues and appeals to facilitate prompt resolution of supporter concerns.
- Quality conversations with supporters to create better experiences.
- Developed and maintained positive relationships with supporters via email, telephonic and face-to-face outreach.
- Assisted with management of supporter files, such as financial donations, contact details, correspondence.
Clinical Care Coordinator
Remedy Healthcare
Melbourne, VIC
07.2022 - 10.2022
- Served as a liaison between patients, providers, insurers, and community resources to ensure optimal service delivery throughout the continuum of care.
- Aimed to reduce hospital readmission rates through effective discharge planning and coordination of post-acute care services.
- Championed patient advocacy, ensuring that the unique needs and preferences of each individual were respected and addressed throughout the care process.
- Facilitated timely access to appropriate healthcare services by assessing patient needs and coordinating referrals to specialists.
- Maintained thorough documentation of all clinical interventions, ensuring accurate records for continuity of care and regulatory compliance.
Registered Nurse, Emergency Department
Monash Health
Dandenong, VIC
08.2019 - 06.2022
- Demonstrated strong clinical reasoning skills when assessing patients'' conditions, initiating appropriate interventions, and escalating concerns to physicians as needed.
- Improved patient outcomes by consistently providing high-quality emergency care and implementing evidence-based nursing practices.
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Administered medications via oral, IV, and intramuscular injections.
- Educated family members and caregivers on patient care instructions.
- Provided valuable support to families during critical situations by offering emotional support, answering questions, and assisting with decision-making processes related to their loved one''s care.
- Provided skilled, timely and level-headed emergency response to critically-ill patients.
Graduate Registered Nurse
Wimmera Base Hospital
Horsham, VIC
07.2018 - 07.2019
- Enhanced patient satisfaction by effectively communicating with patients, families, and healthcare team members.
- Administered medications and treatments as prescribed by physicians.
- Reduced hospital readmissions by providing thorough discharge education and follow-up care coordination.
- Improved patient outcomes by providing compassionate and comprehensive care to patients in various clinical settings.
- Developed strong assessment skills through regular monitoring of vital signs, lab results, and diagnostic findings to inform decision-making regarding treatment plans.
Enrolled Nurse
Flinders Medical Centre
Bedford Park, SA
01.2010 - 04.2018
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Managed care from admission to discharge.
- Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
Aged Care Worker
Anglicare
Adelaide, SA
03.2002 - 12.2009
- Assisted residents with daily living tasks, promoting independence and dignity.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
Bachelor of Arts - Psychology
Deakin University
Melbourne, VIC12.2025
Bachelor of Nursing - Nursing
University of South Australia
Adelaide, SA04.2019
Advanced Diploma - Enrolled Nursing
TAFE SA
Adelaide, SA2013
Diploma - Diploma of Nursing
TAFE SA
Tonsley, SA2009
Certificate III - Aged Care
TAFE SA
Tonsley, SA2002
Skills
- Customer Empathy
- Decision-Making
- Relationship Building
- Computer Proficiency
- Client Relationship Management
- Customer Complaint Resolution
- Case Management
Certification
Senior First aid: 2024
Transition to specialty services program: Emergency 2019
Timeline
Supporter Experience Consultant
World Vision Australia
11.2022 - Current
Clinical Care Coordinator
Remedy Healthcare
07.2022 - 10.2022
Registered Nurse, Emergency Department
Monash Health
08.2019 - 06.2022
Graduate Registered Nurse
Wimmera Base Hospital
07.2018 - 07.2019
Enrolled Nurse
Flinders Medical Centre
01.2010 - 04.2018
Aged Care Worker
Anglicare
03.2002 - 12.2009
Bachelor of Arts - Psychology
Deakin University
Bachelor of Nursing - Nursing
University of South Australia
Advanced Diploma - Enrolled Nursing
TAFE SA
Diploma - Diploma of Nursing
TAFE SA
Certificate III - Aged Care
TAFE SA