Suzanne McCarthy
Bundoora,Australia
Summary
Dynamic professional with extensive experience in aged care and support coordination, notably at Your Community Health. Proven expertise in budget management and compliance, coupled with exceptional stakeholder engagement skills. Adept at navigating complex funding systems and enhancing client outcomes through tailored care plans and efficient service delivery.
Overview
25
25
years of professional experience
Work History
Intake and Access Officer
Your Community Health
01.2025 - 03.2025
- Being the first point of contact for community wanting to access Allied Health, Podiatry, Dietetics, Dental, Physio and Occupational Therapy
- Gathering initial information for community health criteria i.e. Aged Care and Paediatric and NDIS.
- Providing linkages to universal services in local communities.
- Providing basic entry screening.
- Scheduling appointments for group activities assessments and supports.
- Data entry and reporting as per NDIA’s statement of Requirements and My Aged Care Portal.
Care Advisor / Intake officer
Vasey RSL Care
09.2024 - 10.2024
- Manages a caseload of older individuals with Home Care Packages, ensuring consumer-directed care and knowledge of aged care services.
- Expertise in budget management, compliance with regulations, and navigating Home Care Packages Operational Manual.
- Adaptable to new funding models and legislation, contributing to ongoing consultation and compliance.
- Liaises with stakeholders, including allied health professionals, to provide quality care outcomes.
- Assist with referrals from third party and enter data in statistic database
- Collate and report new referrals and sign up
- Make appointments for potential clients
- Meet potential clients and create them in data base and allocate care advisor for that area.
Program Administrator
Thorne Harbour
03.2024 - 06.2024
- General administration duties for new Mental Health Local support
- Organise meetings for induction and ongoing support for peer supports and counsellors.
- Manage calendars and assist with any tasks set by other teams within organisation where required.
- Organise induction and training for new workers.
- Assist in co design of scope of practice for new roles in regional areas.
Home Care Package case manager
Mannacare
12.2023 - 02.2024
- Manages a caseload of older individuals with Home Care Packages, ensuring consumer-directed care and knowledge of aged care services.
- Expertise in budget management, compliance with regulations, and navigating Home Care Packages Operational Manual.
- Adaptable to new funding models and legislation, contributing to ongoing consultation and compliance.
- Liaises with stakeholders, including allied health professionals, to provide quality care outcomes.
Assessment and Planning Officer – Carer Gateway
Merri Health
07.2023 - 10.2023
- Undertake holistic assessments using the Carers Star and develop goal-directed care plans which meet the individual, physical and emotional needs of carers and strengthen the caring relationships.
- Provide carers with assistance to navigate, coordinate and access other supports and services (including through My Aged Care, the NDIS etc.)
- Work as part of a close-knit multi-disciplinary team
Case Manager – Home Care Packages
HealthAbility
07.2022 - 07.2023
- Manages a caseload of older individuals with Home Care Packages, ensuring consumer-directed care and knowledge of aged care services.
- Expertise in budget management, compliance with regulations, and navigating Home Care Packages Operational Manual.
- Adaptable to new funding models and legislation, contributing to ongoing consultation and compliance.
- Liaises with stakeholders, including allied health professionals, to provide quality care outcomes.
Support Coordination – Care Manager Home Care Package Wintringham
Inclusion Melbourne
01.2022 - 07.2022
- Successfully took over caseloads, connecting with participants and achieving funding outcomes.
- Assisted with housing arrangements, service provider access, and crisis management.
- Met KPIs in a COVID-restricted environment, supporting complex clients in the Mental Health Cohort.
Initial Liability Claims Delegate (Labor Hire)
Department of Veteran Affairs
11.2021 - 01.2022
- Interpreted legislation, investigated claims, and provided high-level client service.
- Reviewed claims, allocated work actions, and communicated effectively with clients and stakeholders.
- Worked efficiently in a small team to meet performance targets.
- Proficiency in MRCA, DRCA and SRCA legislation.
NDIA Case Manager (Labor Hire)
AAT
07.2021 - 09.2021
- Undertook end-to-end case management activities, resolving matters through case management of AAT.
- Applied alternate dispute resolution methods and attended case conferences, conciliations, and hearings.
- Maintained electronic record-keeping, ensuring compliance with legislative requirements.
Complex Client Advocate
Action on Disability Within Ethnic Communities
06.2019 - 02.2020
- Supported individuals with disabilities from non-English speaking backgrounds.
- Promoted inclusion support services, organized case notes, and attended NDIS-related conferences.
- Achieved outstanding client experiences and met industry imposed KPIs.
Support Coordinator
House with No Steps
11.2018 - 05.2019
- Help participants understand their NDIS plan and use it to support their goals
- Connect participants with NDIS support providers and other sources of support, such as the local community and government assistance
- Build participants' skills and confidence in navigating the NDIS support system
- Assist with finding suitable home and living supports and also assist with finding Specialist Disability accommodation, and/ or independent living arrangements in either participants own home or private rental.
- Exploring work arrangements for participant needs
- Assisting with review for funding after acute hospitalization and arranging Allied health reports for changing support needs such as home modifications and assistive technology.
- Liaising with families, nominees, medical staff and allied health professionals to coordinate tailored supports for participants to reach their goals and obtain an adequate level of funding for their needs.
- Assist with complex participants who were at high risk
- Liaise with all government departments involved with specialist Coordination
Member Services Advisor
Credit Union Australia
07.2012 - 10.2013
- Maintained customer service rating of 95%, achieving business targets during mergers and system changes.
- Played a strategic role in testing the new online banking system.
- Maintained business as usual during branch refurbishment, demonstrating adaptability.
- Assisted with customer banking and loan needs
- Day to day teller and cash handling duties
- Advised clients on financial products tailored for individual needs, i.e. personal and housing loans, credit products and insurance policies.
Office Manager
Adept Turnkey Pty Ltd and Total Turnkey Solutions
07.2011 - 06.2012
- Point person for maintenance, mailing, shipping, supplies, equipment, bills, and errands
- Organize and schedule meetings and appointments
- Partner with HR to maintain office policies as necessary
- Organize office operations and procedures
- Coordinate with IT department on all office equipment
- Manage relationships with vendors, service providers, and landlord, ensuring that all items are invoiced and paid on time
- Manage contract and price negotiations with office vendors, service providers, and office lease
- Provide general support to visitors
- Responsible for creating PowerPoint slides and making presentations
- Manage executives' schedules, calendars, and appointments
- Responsible for managing office services by ensuring office operations and procedures are organized, correspondences are controlled, filing systems are designed, supply requisitions are reviewed and approved, and that clerical functions are properly assigned and monitored
- Establish a historical reference for the office by outlining procedures for protection, retention, record disposal, retrieval, and staff transfers
- Ensure office efficiency is maintained by carrying out planning and execution of equipment procurement, layouts, and office systems
- Responsible for developing and implementing office policies by setting up procedures and standards to guide the operation of the office
- Ensure that results are measured against standards, while making necessary changes along the way
- Allocate tasks and assignments to subordinates and monitor their performance
- Assign and monitor clerical, administrative, and secretarial responsibilities and tasks among office staff
- Perform review and analysis of special projects and keep the management properly informed
- Determine current trends and provide a review to management to act on
- Responsible for recruiting staff for the office and providing orientation and training to new employees
- Ensure top performance of office staff by providing them adequate coaching and guidance
- Remain updated on technical and professional knowledge by attending educational workshops, joining professional associations, building networks with fellow professionals, and reviewing of industry publications
- Responsible for ensuring office financial objectives are met by preparing annual budget for the office, planning the expenditures, analysing variances, and carrying out necessary corrections that may arise
- Participate actively in the planning and execution of company events
- Responsible for developing standards and promoting activities that enhance operational procedures
- Allocate available resources to enable successful task performance
- Coordinate office staff activities to ensure maximum efficiency
- Evaluate and manage staff performance
- Recruit and select office staff
- Organize orientation and training of new staff members
- Coach, mentor, and discipline office staff
- Design and implement filing systems
- Ensure filing systems are maintained and current
- Establish and monitor procedures for record-keeping
- Ensure security, integrity, and confidentiality of data
- Design and implement office policies and procedures
- Oversee adherence to office policies and procedures
- Analyse and monitor internal processes
- Implement procedural and policy changes to improve operational efficiency
- Prepare operational reports and schedules to ensure efficiency
- Coordinate schedules, appointments, and bookings
- Monitor and maintain office supplies inventory
- Review and approve office supply acquisitions
- Handle customer inquiries and complaints
- Manage internal staff relations
- Maintain a safe, secure, and pleasant work environment
Home Care Worker
Banyule City Council
01.2002 - 01.2003
- Built excellent relationships with the aged community, offering various types of assistance to help them stay in their homes.
Personal Care Assistant
Assisi Centre
09.2000 - 12.2002
- Elevated to a senior role, responsible for medication administration and shift handovers.
- Initiated changes resulting in 24-hour nursing staff availability in hostel accommodation on Sundays.
Education
Certificate IV - Financial Practice Support
Pinnacle Financial Services Academy
10.2012
Certificate III - Community and Aged Care
Box Hill Tafe
01.2000
Skills
- Microsoft Office
- MYOB
- SAP
- Salesforce
- Nucleus
- QuickBooks
- Excel
- CareLink
- Lotus Notes
- In-house accounting systems
- Banking systems
- CRM systems
- Streaming and allocation of government funding
- Medical terminology
- Patient record-keeping
- Compliance procedures
- Employment Services System
Timeline
Intake and Access Officer
Your Community Health
01.2025 - 03.2025
Care Advisor / Intake officer
Vasey RSL Care
09.2024 - 10.2024
Program Administrator
Thorne Harbour
03.2024 - 06.2024
Home Care Package case manager
Mannacare
12.2023 - 02.2024
Assessment and Planning Officer – Carer Gateway
Merri Health
07.2023 - 10.2023
Case Manager – Home Care Packages
HealthAbility
07.2022 - 07.2023
Support Coordination – Care Manager Home Care Package Wintringham
Inclusion Melbourne
01.2022 - 07.2022
Initial Liability Claims Delegate (Labor Hire)
Department of Veteran Affairs
11.2021 - 01.2022
NDIA Case Manager (Labor Hire)
AAT
07.2021 - 09.2021
Complex Client Advocate
Action on Disability Within Ethnic Communities
06.2019 - 02.2020
Support Coordinator
House with No Steps
11.2018 - 05.2019
Member Services Advisor
Credit Union Australia
07.2012 - 10.2013
Office Manager
Adept Turnkey Pty Ltd and Total Turnkey Solutions
07.2011 - 06.2012
Home Care Worker
Banyule City Council
01.2002 - 01.2003
Personal Care Assistant
Assisi Centre
09.2000 - 12.2002
Certificate IV - Financial Practice Support
Pinnacle Financial Services Academy
Certificate III - Community and Aged Care
Box Hill Tafe
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