Sarah Matthews
Gosford,NSW
Summary
A committed and passionate individual with 13 years business management and customer relations experience, with the resilience to handle challenges of fast-paced administrative and service environments. Bringing a detail orientated and decisive nature with a sound judgement, good multi-tasking abilities and a self-motivated personality. An interest in high quality service delivery and leadership within the community and within the team. A love for great Customer Service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Very enthusiastic about helping patients and have a personable demeanor with priority on care and service.
Overview
19
19
years of professional experience
Work History
Patient Liaison AO4
Central Coast Local Health District
01.2023 - Current
- Delivering patients financial information and advocacy. I have sound ability to communicate and relate to all people and situations.
- Organise documentation regarding patient status for Billing Department and revenue raise by interviewing and converting eligible non-charge patients to private patients.
- Prioritise workload and patient needs. I am flexible with sudden changes in workflow responsibilities.
- Demonstrated organisational skills with proven capacity to manage concurrent activities of diverse nature.
- Ability to interpret and apply policy, procedures, legislation and processes to achieve workflow outcomes.
- Demonstrated competency in computer use and relevant software programs (eg Word, Excel, Outlook)
- Ability to work autonomously and as an effective member of a team with minimal supervision.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked effectively with staff from all departments to coordinate resolutions.
- Provided excellent customer service to patients and medical staff.
- Managed sensitive patient information with strict adherence to policy guidelines, ensuring confidentiality at all times.
Company Director
Cast a Memory Pty Ltd
01.2011 - 12.2023
- Manage and operate all aspects of head office.
- Training staff in business operation, franchising, customer service, product creation and marketing
- Quality control of all facets of service delivery and customer service.
- Organised business set up for 20 national franchises.
- Supplier and creator of branded products to national franchises.
- Graphic design and printing, editing photos for web and print, creating print media for large trade shows and expos nationally.
- Proficient in Word, Excel, Photoshop editing
- Social media: Facebook, Instagram, SEO, Google business pages and
- Xero Accounting - creating Chart of Accounts, reconciliation, invoicing and billing.
- Create and maintain relationships with suppliers, staff and hospitals and funeral homes.
- Create geographical territories based on Australian statistics.
- Diligent knowledge of ACCC policies, Fair Trading and the Franchise Code of Conduct
- Maintain E-commerce sites with Casting Kits by Cast a Memory and Cast a Memory.
- Increased revenue by identifying new business opportunities and implementing successful marketing campaigns.
- Boosted company efficiency by streamlining processes and implementing effective management strategies.
Independent NDIS Support Co-Ordinator
Auscare Support
03.2019 - 11.2020
- Responsible for maintaining positive and effective coordination of support to service users on the NDIS.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Fostered partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
- Responsible for managing, planning, monitoring, and reporting on service delivery to new and existing service users whilst developing positive relationships with service users, families, and other stakeholders in order to achieve quality outcomes.
- Developed linkages into the community and mainstream services where a service user resides or requests.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Assisted Participants with Plan Management
- Purchased specific aides for Participants.
Team Leader
CRS Australia/Centrelink
03.2014 - 09.2015
- Contracted by Dept of Human Services to assist in closing down CRS's services (Commonwealth Rehabilitation)
- Supported 7 team members.
- Case manage clients with disabilities and workplace injuries, assisting them to get back into the workplace with re-skilling and rehabilitation.
- Referring clients to suitable mental health, physical and holistic services
- Group training and on the job training and support.
- All administrative duties: record management, acquiring information from other services such as Centrelink, filing, scheduling appointments.
- Referring and transferring client caseload to other providers and assisted in client service transition.
Account Manager
Breakthru People Solutions
01.2008 - 01.2011
- Case managing clients with barriers to employment and education
- Placing participants into appropriate work and education placements and supporting with ongoing Post Placement support
- Service delivery and working within the Disability Standards
- Administration - concise documentation of case notes and auditing in line with Government funding legislations and service delivery responsibilities.
- Responsible for overseeing marketing activities for the Wyong and Gosford offices.
- Lodging financial claims to Department of Education, Employment and Workplace Relations
- Conducting staff performance meetings
- Case note and report writing
- Training staff in case management, policies and procedures, contractual obligations, electronic management software
- Conducting Vocational assessments.
Case Manager - Out of Home Care
Centacare - Diocese of Broken Bay
01.2005 - 01.2008
- Case managed children and young people in the Out of Home Care program and worked with their families, Foster Carers and community services.
- Participate in case conferences and court appearances upon request and as outlined in the case plan.
- Comprehensive report writing regarding progress for the local Children's Courts.
- Participate in ongoing assessment and evaluation of the family's goals
- Provide written and verbal feedback to clients regarding their conduct and progress in their supervised visits
- Monitor and provide a safe visitation environment for children and young people.
- Establish and maintain appropriate professional files which provide all necessary documentation regarding the family and situation.
- Initiate referrals to other required services.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Developed and maintained courteous and effective working relationships.
Education
Diploma Welfare & Community Services -
TAFE NSW
Ourimbah, NSW12.2005
IV Community Services -
TAFE NSW
Ourimbah, NSW12.2005
Enrolled Nursing - Nursing
TAFE NSW
Gosford02.2001
III in Nursing -
TAFE NSW
Gosford02.1999
North Gosford Private Rehabilitation ward -
TAFE NSW
Ourimbah, NSWIV Workplace Training & Assessment -
02.2024
Skills
- Business Management & Team Leading
- Confident with Microsoft Office applications and Office Management
- Problem solver with strong interpersonal skills
- Specialised training and development
- Xero Accounting - creating Chart of Accounts, reconciliation, creating accounts, invoicing
- Diligent knowledge of ACCC policies, Fair Trading and Franchise Code of Conduct
- Case Management
- Quality Assurance
References
- Anne-Marie Wilson, Patient Services Manager, CCLHD, 0427 575 227
- Debbie Smith, Supplier for Cast a Memory, The Framing Way, 0408 612 186
- Helena Marshall, Patient Services Supervisor, CCHLD, 0420 409 909
Timeline
Patient Liaison AO4
Central Coast Local Health District
01.2023 - Current
Independent NDIS Support Co-Ordinator
Auscare Support
03.2019 - 11.2020
Team Leader
CRS Australia/Centrelink
03.2014 - 09.2015
Company Director
Cast a Memory Pty Ltd
01.2011 - 12.2023
Account Manager
Breakthru People Solutions
01.2008 - 01.2011
Case Manager - Out of Home Care
Centacare - Diocese of Broken Bay
01.2005 - 01.2008
Diploma Welfare & Community Services -
TAFE NSW
IV Community Services -
TAFE NSW
Enrolled Nursing - Nursing
TAFE NSW
III in Nursing -
TAFE NSW
North Gosford Private Rehabilitation ward -
TAFE NSW
IV Workplace Training & Assessment -
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