Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Susan Berry

Warabrook,NSW

Summary

Experienced health service manager specializing in incident management and regulatory compliance, with a strong background in both NSW Health and private sector. Achievements include significant improvements in financial performance and service delivery, leading to higher resident satisfaction rates. Proficient in staff scheduling and accountability measures, ensuring operational efficiency in healthcare settings.

Overview

9
9
years of professional experience

Work History

Residential Manager

BaptistCare Warabrook Service
Warabrook, NSW
04.2022 - 03.2025
  • Cultivated rapport with clients to meet expectations for all levels of care including dementia specific
  • Responded quickly to emergency situations within residential buildings or on grounds and coordinated appropriate follow-up action.
  • Investigated incidents and complaints involving clients, staff or visitors; took appropriate disciplinary actions when needed.
  • Forecast expenses, tracked performance, and identified areas for improvement relating to finances through Compiling and conveying operational and financial data to regional manager.
  • Initiated programs designed to enhance resident satisfaction ratings through improved customer service delivery.
  • Worked with Education team to ensure that team were Trained and coached to consistently meet residents' needs with caring,
  • Knowledgeable and safe support.
  • Coordinated adequate roster coverage for resident needs with organized staff schedules and assignments.
  • Performed administrative tasks such as scheduling appointments or responding emails promptly.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
  • Developed, implemented and monitored patient and resident care, performance improvement programs, policies, and procedures.
  • Participated in hiring process by interviewing potential candidates for vacant positions in the organization.
  • Managed and oversaw operations, maintenance and administration of properties
  • Analyzed data related to vacancy rates, occupancy levels.
  • Monitored employees' compliance with individuals' support plans and medical protocols.
  • Established a customer service program to ensure clients receive prompt response to requests.
  • Conducted regular inspections of residential buildings and common areas to identify health, safety, and maintenance issues
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked effectively in team environments to make the workplace more productive.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Residential Manager

BaptistCare Kularoo Service
Foster, NSW
11.2020 - 04.2022
  • Cultivated rapport with clients to meet expectations for all levels of care including dementia specific
  • Responded quickly to emergency situations within residential buildings or on grounds; coordinated appropriate follow-up action.
  • Investigated incidents involving clients or visitors; took appropriate disciplinary actions when needed.
  • Compiled and conveyed operational and financial data to regional manager.
  • Initiated programs designed to enhance resident satisfaction ratings through improved customer service delivery.
  • Worked with Education team to ensure that team were Trained and coached to consistently meet residents' needs with caring, knowledgeable and safe support.
  • Coordinated adequate coverage for resident needs with organized staff schedules and assignments.
  • Performed administrative tasks such as scheduling appointments or responding emails promptly.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
  • Developed, implemented and monitored patient and resident care, performance improvement programs, policies, and procedures.
  • Participated in hiring process by interviewing potential candidates for vacant positions in the organization. Managed and oversaw operations, maintenance and administration of properties.
  • Analyzed data related to vacancy rates, occupancy levels.
  • Monitored employees' compliance with individuals' support plans and medical protocols.
  • Established a customer service program to ensure clients receive prompt response to requests and complaints.
  • Conducted regular inspections of residential buildings and common areas to identify health, safety, and maintenance issues.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Worked effectively in team environments to make the workplace more productive. Prioritized and organized tasks to efficiently accomplish service goals.

Director of Nursing

NSW Health
Grifith, NSW
06.2019 - 10.2020
  • Monitored performance of nursing staff through observation, review of documentation and feedback from other team members.
  • Ensured compliance with all applicable laws, regulations and accreditation standards related to healthcare services.
  • Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
  • Established solid relations with leadership and staff by attending board meetings, and coordinating interdepartmental information exchanges.
  • Resolved conflicts between departments or individuals in a timely manner.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Oversaw the explanation of personnel policies and job descriptions as part of the nursing employee orientation process.
  • Managed employee relations issues including disciplinary actions when necessary.
  • Communicated with patients with compassion while keeping medical information private.
  • Maintained communication and transparency with governing boards, department heads and medical staff.
  • Attended conferences and seminars related to healthcare management topics.
  • Managed changes in integrated health care delivery systems and technological innovations while keeping focus on the quality of care.
  • Developed and maintained the staffing schedule in accordance with contract terms, budget mandates, and accreditation standards for nursing coverage. Maintained awareness of government regulations, health insurance changes, and financing options.
  • Maintained awareness of government regulations, health insurance changes, and financing options.
  • Actively participated in professional organizations related to nursing, administration, and management.
  • Monitored the development, implementation, and updates of individualized care plans. Administered fiscal operations for accounting, budget planning, authorizing expenditures, and coordinating reporting.
  • Updated procedures necessary for compounding, mixing, packaging, and labeling medications. Implemented and directed clinical services and operations to deliver competent, quality care.
  • Established goals for each department based on organizational objectives and monitored progress towards those goals.
  • Conducted regular meetings with department managers and staff to discuss operational issues.
  • Maintained a safe environment for patients, visitors and employees by adhering to established safety standards.
  • Conducted recruitment and retention activities to develop highly skilled nursing team.
  • Set and monitored achievement goals for nursing department consistent with established philosophy and standards of practice

Health Service Manager Level 6

NSW Health
Coonabarabran/Coolah, NSW
10.2017 - 10.2019
  • Operational facility management 2 health facilities with 6 bed emergency department 24/7 services, 28 acute and sub acute beds for mixed medical surgical adult inpatients; ambulatory care and chemotherapy services; Primary and community care; radiology; inpatient and outpatient physiotherapy; 3 facility based dialysis chairs; 2 post natal beds for well mothers and border babies; 20 RAC beds
  • Clinical and corporate governance
  • Culture of accountability Leadership and operational and strategic management
  • Delivery of High quality services with high functioning resilient and reliable team Service planning
  • Development and implementation of local procedures and business rules
  • Development of a positive work culture in alignment with CORE values Management of local resources
  • Promotion and support of Models of Care to fit within service delineation Patient, community, and staff rounding
  • Emergency Management and Disaster coordination and management
  • Development of professional, and community relationships
  • Business and strategic planning Gap analysis
  • Executive reporting Incident reporting
  • Redevelopment and change management
  • Communication with community, staff, patients, visitors, medical officers and other key stakeholders
  • Financial performance and outlook
  • People management including performance appraisals and management, grieve management, coaching, Injury management and return to work planning, communication, consultation, and coordination, worker well-being
  • Quality and Innovation WHS- Risk identification, assessment, management and control Review and development of policy, procedure, and guidelines
  • Created annual goals, objectives and budget and made recommendations to reduce costs
  • Cooperated with other health related agencies and organizations in community activities
  • Problem solving and workforce management Partnering with the community
  • Evaluated patient care procedural changes for effectiveness
  • Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed through monthly performance meetings, coaching and rounding O
  • bserved strict confidentiality and safeguarded all patient-related information
  • Provided administrative and clinical leadership to the nursing staff

Health Service Manager Level 5

NSW Health
Coonabarabran , NSW
07.2016 - 10.2017
  • Operational facility management health facility with 4 bed emergency department 24/7 services, 21 acute and sub acute beds for mixed medical surgical adult inpatients; ambulatory care and chemotherapy services; Primary and community care; radiology; inpatient and outpatient physiotherapy; 3 facility based dialysis chairs; 2 post natal beds for well mothers and border babies
  • Clinical and corporate governance Leadership and operational and strategic management
  • Delivery of High quality services with high functioning resilient and reliable team Culture of accountability
  • Service planning Development and implementation of local procedures and business rules
  • Development of a positive work culture in alignment with CORE values Management of local resources
  • Promotion and support of Models of Care to fit within service delineation Patient, community, and staff rounding Emergency
  • Management and Disaster coordination and management
  • Development of professional, and community relationships
  • Business and strategic planning Gap analysis Executive reporting Incident reporting
  • Redevelopment and change management Communication with community, staff, patients, visitors, medical officers and other key stakeholders
  • Financial performance and outlook
  • People management including performance appraisals and management, grieve management, coaching, Injury management and return to work planning, communication, consultation, and coordination, worker well-being Quality and Innovation
  • WHS- Risk identification, assessment, management and control
  • Review and development of policy, procedure, and guidelines
  • Carefully selected, developed and retained qualified staff, as well as trained new staff annually
  • Created annual goals, objectives and budget and made recommendations to reduce costs
  • Cooperated with other health related agencies and organizations in community activities
  • Problem solving and workforce management Partnering with the community
  • Evaluated patient care procedural changes for effectiveness
  • Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed through monthly performance meetings, coaching and rounding
  • Observed strict confidentiality and safeguarded all patient-related information
  • Provided administrative and clinical leadership to the nursing staff
  • Operational facility management health facility with 6 bed emergenc

NM4

NSW Health
Pambula, NSW
04.2016 - 07.2016
  • Operational facility management health facility with 6 bed emergency ddepartment 24/7 services, 26 acute and sub acute beds for mixed medical surgical adult inpatients; ambulatory care; radiology; inpatient physiotherapy; Theatre Also within this time I frequently acted up into the NM4 at the South East Regional Hospital which is a 100 bed regional facility with adult medical ward, surgical ward, oncology, renal, maternity, pediatrics, emergency department, theatre, Primary and Community Health, Mental Health
  • Clinical and corporate governance
  • Leadership and operational and strategic management
  • Delivery of High quality services with high functioning resilient and reliable team
  • Culture of accountability Service planning
  • Development and implementation of local procedures and business rules
  • Development of a positive work culture in alignment with CORE values Management of local resources
  • Promotion and support of Models of Care to fit within service delineation Patient, community, and staff rounding
  • Emergency Management and Disaster coordination and management
  • Development of professional, and community relationships
  • Business and strategic planning Gap analysis Executive reporting Incident reporting Redevelopment and change management
  • Communication with community, staff, patients, visitors, medical officers and other key stakeholders Financial performance and outlook People management including performance appraisals and management, grieve management, coaching, Injury management and return to work planning, communication, consultation, and coordination, worker well-being
  • Quality and Innovation
  • WHS- Risk identification, assessment, management and control Review and development of policy, procedure, and guidelines
  • Carefully selected, developed and retained qualified staff, as well as trained new staff annually
  • Created annual goals, objectives and budget and made recommendations to reduce costs
  • Cooperated with other health related agencies and organizations in community activities
  • Problem solving and workforce management Partnering with the community
  • Evaluated patient care procedural changes for effectiveness
  • Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed through monthly performance meetings, coaching and rounding
  • Observed strict confidentiality and safeguarded all patient-related information
  • Provided administrative and clinical leadership to the nursing staff

Education

Bachelor of Science - Educational Leadership And Management

University of Tasmania
TAS
01-2018

Business Management

NSW Tafe
01-2013

Bachelor of Science - Nursing

Southern Cross University
NSW
01-1993

Diploma of Applied Science in Nursing -

University of Canberra
Canberra, ACT
02-1991

MBA - Business Administration

Southern Cross University
NSW

Skills

  • Incident management
  • Regulatory compliance
  • Financial analysis
  • Customer service
  • Staff scheduling
  • Performance improvement
  • art therapist

References

References available upon request.

Timeline

Residential Manager

BaptistCare Warabrook Service
04.2022 - 03.2025

Residential Manager

BaptistCare Kularoo Service
11.2020 - 04.2022

Director of Nursing

NSW Health
06.2019 - 10.2020

Health Service Manager Level 6

NSW Health
10.2017 - 10.2019

Health Service Manager Level 5

NSW Health
07.2016 - 10.2017

NM4

NSW Health
04.2016 - 07.2016

Bachelor of Science - Educational Leadership And Management

University of Tasmania

Business Management

NSW Tafe

Bachelor of Science - Nursing

Southern Cross University

Diploma of Applied Science in Nursing -

University of Canberra

MBA - Business Administration

Southern Cross University

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Susan Berry