Stevee-Rae Thomson

I am currently completing my 80 hours of placement over 12 months during my internship. As a phone crisis support worker, my main role is to be present, actively listen, and provide support to the callers through the Lifeline CARE framework.

• Provide crisis counselling and intervention services to help seekers in emergency situations.
• Assist help seekers in identifying community resources and connecting with appropriate services.
• Create safety plans
• Make referrals
• Instigate welfare checks

• Achieve timeline and quality targets when organizing large volume of records
• Liaise with internal teams to facilitate smooth communication and handle requests
• Update and successfully clear high volume of files daily with reliable accuracy
• Conflict resolution with patients
• Manage multiple therapists' daily schedules and resolve conflicting schedules
• Train new staff in all software programs and Allied Health processes
• Daily administration duties
• Action error reports within dedicated timeframes
• Frontline customer service
• Implementing system changes to increase efficiency in workflow practices
• Highly efficient in ESM, iEMR, HBCIS and Smart Referrals.

• Front line administration with a high volume of patients daily and multiple specialist clinics
• Aided colleagues, managers, and patients through regular communication and assistance.
• De-escalated patients who are upset by long wait times
• All checking in, updating patient details and re-booking of appointments in a high-paced setting
• Actioned error reports
• Training new staff in all programs and procedures
• Worked across multiple areas of adult outpatients
• Actioned emails and all ad-hoc appointments and inquiries
• liaised with clinicians in regard to patient enquiries.

• Implement and coordinate office activities and operations to secure efficiency and compliance to company policies including office procedures, WH&S, contractual agreements with clients and contractors
• Manage agendas/travel arrangements/meetings and appointments for staff and contractors
• Prepared P&L reports and financial statements for review by management
• Acted as main point of contact in matters relating to client concerns and needs
• Built and maintained productive relationships with customers and internal partners
• Oversaw multiple accounts and worked diligently to meet and exceed performance goals
• De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs
• Manage phone calls and correspondence (email, letters, packages)
• Receive client work orders and issue to relevant contractors, monitorand coordinate trade attendance to ensure compliance andcompletion of work within time frames
• Invoice work completed
• Receive invoices from contractors and suppliers and enter intoaccounting program (Reckon Accounts)
• Accounts payable – suppliers and contractors (Reckon Accounts)
• Produce reports – profit/loss, budget, estimate/actual,client/contractor, workflows (Reckon Accounts)
• Order and receive stock
• Employee payroll