Rowena Mathers
St Kilda,Victoria
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
39
39
years of professional experience
Work History
Client Services Coordinator
Sacred Heart Mission
07.2022 - Current
- Established team priorities, maintained schedules and monitored performance.
- Contributed to the development of internal process improvements that led to more efficient service delivery and boosted client retention rates.
- Handled escalated cases professionally while maintaining composure under pressure situations, demonstrating excellent problem-solving abilities under stressors common in the Client Services Coordinator role.
- Coordinated with internal departments to resolve any issues that impeded client success, facilitating smooth operations and increased satisfaction levels.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Senior Case Manager
Sacred Heart Mission
12.2018 - 07.2022
- Collaborated with external agencies to secure resources for clients, ensuring optimal support and care.
- Managed high-risk cases effectively, implementing crisis intervention techniques when necessary to ensure client safety.
- Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe and explaining basic information about company procedures.
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
Complex Care Case Manager
St Vincent's Hospital, Melbourne
01.2017 - 12.2018
- Reduced hospital readmissions by closely monitoring patients'' progress and adjusting care plans as needed.
- Improved patient outcomes by developing and implementing comprehensive care plans tailored to individual needs.
- Ensured compliance with regulatory requirements through diligent adherence to established policies and procedures.
- Championed the importance of patient-centered care within the organization by consistently prioritizing patient needs and preferences in all aspects of case management.
- Maintained a high level of professionalism when dealing with sensitive information or difficult situations involving patients and their families.
Mobile Support Treating Team (MSTT) Case Manager
St Vincent's Hospital, Melbourne
01.2012 - 01.2016
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
Psychiatric Nurse
St Vincent's Hospital, Melbourne
01.2003 - 01.2010
- Educated patients and families about mental health, diagnoses and treatment options.
- Explained useful coping methods to relieve depression and anxiety.
- Deescalated agitated patients using verbal interventions before resorting to physical restraints or seclusion when necessary.
- Administered psychotropic medications as prescribed, monitoring side effects and adjusting dosages as needed under physician guidance.
Nurse
Balmain Hospital
01.1990 - 01.1993
- Performed routine wound care and dressing changes on schedule.
- Promoted a safe and comfortable healing environment by addressing patient concerns promptly and professionally.
- Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
- Educated patients on disease management, self-care techniques, and wellness strategies to improve long-term health outcomes.
Nurse
Royal Ryde Hospital
01.1987 - 01.1989
- Implemented infection control measures that significantly reduced hospital-acquired infections.
- Utilized strong clinical judgment in prioritizing patient needs during high-stress situations, ensuring optimal outcomes.
Trainee Nurse
Royal Ryde Hospital
01.1986 - 01.1987
- Learned new materials, processes, and programs quickly.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
Education
Medication Administration
Australian Catholic University
Melbourne, VICPost Grad Diploma in Young People's Mental Health - Psychology
Melbourne University
Melbourne, VICDiploma - Nursing
Diploma Nursing
Mental Health And Drug And Alcohol - Bachelor of Community Mental Health, A&OD
Chisholm Institute
Berwick, VIC12.2017
Diploma - Diploma
Australian College of Applied Psychology
Melbourne, VIC12.2013
Skills
- Customer service focus
- Multitasking proficiency
- Strong Organization
- Decision-making capabilities
- Time management expertise
- Exceptional communication
- Report Preparation
- Follow-up skills
- Meeting deadlines
Timeline
Client Services Coordinator
Sacred Heart Mission
07.2022 - Current
Senior Case Manager
Sacred Heart Mission
12.2018 - 07.2022
Complex Care Case Manager
St Vincent's Hospital, Melbourne
01.2017 - 12.2018
Mobile Support Treating Team (MSTT) Case Manager
St Vincent's Hospital, Melbourne
01.2012 - 01.2016
Psychiatric Nurse
St Vincent's Hospital, Melbourne
01.2003 - 01.2010
Nurse
Balmain Hospital
01.1990 - 01.1993
Nurse
Royal Ryde Hospital
01.1987 - 01.1989
Trainee Nurse
Royal Ryde Hospital
01.1986 - 01.1987
Medication Administration
Australian Catholic University
Post Grad Diploma in Young People's Mental Health - Psychology
Melbourne University
Diploma - Nursing
Diploma Nursing
Mental Health And Drug And Alcohol - Bachelor of Community Mental Health, A&OD
Chisholm Institute
Diploma - Diploma
Australian College of Applied Psychology
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