Tatjana Bozic
Kogarah,NSW
Summary
Results-driven professional with extensive experience in client relations and team leadership. Skilled in conflict resolution and compliance management, contributing to improved service delivery and operational excellence within the home care sector.
Overview
16
16
years of professional experience
Work History
Client Relations Manager
3 Bridges
12.2024 - 12.2025
- Oversaw a team of 12 Client Relationship Coordinators, mentoring 3 Assistant Team Leaders and 800 clients
- Managed day-to-day operations to support organizational goals and enhance service delivery.
- Developed detailed training timeline for staff, focusing on adherence to current industry regulations.
- Monitored daily operations and enforced compliance protocols to mitigate risks and enhance organizational integrity.
- Collaborated with internal and external stakeholders to enhance project outcomes.
- Assisted clients, families, and providers in resolving complaints effectively. Supported communication with the Aged Care Commission to address concerns. Facilitated problem-solving processes to enhance client satisfaction.
- Oversaw staff performance management processes, integrating formal and informal evaluations. Partnered with HR to enhance employee engagement and development strategies.
- Collaborated with IT department to transition system from HCP to SAH, ensuring optimized performance of individual dashboards.
- Compiled and presented weekly reports to General Manager on client retention and package utilization metrics.
- Supported development and execution of new service agreement to enhance operational efficiency.
- Coordinated with administrative team to ensure accurate invoicing and billing for home care package program.
- Managed financial recovery processes for Home Care Packages, National Disability Insurance Scheme, and Commonwealth Home Support Programme to ensure fiscal responsibility.
- Collaborate with internal service delivery departments: Home modifications and maintenance, Support workers, Allied Health team and Intake.
Client Relations Team Leader
3 Bridges
02.2024 - 12.2024
- Facilitated transition of NDIS clients to external organization while ensuring adherence to internal and external compliance standards.
- Oversaw integration of NDIS support coordination team into client relations positions, streamlining client journey processes.
- Managed diverse case loads effectively, integrating NDIS, HCP, and CHSP funding streams to optimize service delivery.
- Engaged with internal stakeholders to optimize departmental collaboration and enhance overall client satisfaction.
- Executed strategies to recover outstanding debts for NDIS and CHSP clients, ensuring compliance with regulations.
- Partnered with workforce engagement team to enhance hiring processes and promote client relations positions.
Senior Support Coordinator/Team Leader
3 Bridges
04.2023 - 02.2024
- Led a team of 5 Support Coordinators and Specialist Support Coordinators, and 1 administrator, overseeing day-to-day operations and service delivery.
- Managed NDIS billing processes and debt recovery to ensure accuracy and compliance
- Supported staff through supervision and operational guidance.
- Developed policies and procedures and led preparation activities for NDIS audits.
- Managed the closure of the NDIS department, successfully transitioning staff and clients.
Employment Supports & Customer Engagement
Beyond Abilities
05.2022 - 04.2023
- Developed and implemented tailored employment support programs for school leavers, including customized employment, micro-business initiatives, and work experience pathways.
- Provided training and ongoing support to staff
- Supported clients and families through NDIS planning and reviews
- Designed and delivered online information sessions to clients, families and high-schools to promote services.
- Collaborated with marketing to grow the client base and represented the organization at expos and networking events
- Assist with staff recruitment
- Managed client onboarding and offboarding, and completed NDIS quarterly reporting.
- Assisted rostering team with rostering staff on Skedulo, and attended shifts when short-staffed.
Support Coordinator
Intellectual Disability Foundation of St George
01.2017 - 05.2022
- Coordinated NDIS support services for internal clients to ensure compliance and satisfaction.
- Interpreted NDIS plans to effectively support clients in reaching their objectives.
- Facilitated skill development and confidence-building for clients in executing their plans.
- Analyzed case details and formulated strategic appeals and review plans to address client concerns effectively.
- Supported clients in navigating planning meetings and appeals to ensure informed decision-making.
- Coordinate multidisciplinary teams
Productivity Assessor
Intellectual Disability Foundation of St George
06.2015 - 01.2017
- Measure supported employees productivity in line with wage assessment tool
- Recommended salary adjustments to align with findings from wage assessment tool and applicable award standards.
- Designed and implemented training programs to enhance employee skills and performance.
Transition to Work Trainer
AFFORD
06.2010 - 06.2015
- Facilitated delivery of Certificate II in Workplace Skills to school leavers.
- Developed and delivered tailored employment support initiatives to enhance career readiness for students in years 10 to 12 in special support and behavioral high schools throughout Sydney.
- Organize work experience and employment education with different organizations
- Developed and implemented networking strategies to enhance client acquisition and retention.
Education
Certificate IV in Training And Asessment -
Mr Wed
01-2024
Advance Diploma - Community Sector Management
St George & Sutherland Community College
Sydney NSW01-2018
Certificate IV - Disability
ICM Training
01-2011
Skills
- Crisis management
- Conflict resolution
- Compliance and complaints resolution
- Planning and organizing
Languages
Bosnian, Serbian and Croatian
Native or Bilingual
Timeline
Client Relations Manager
3 Bridges
12.2024 - 12.2025
Client Relations Team Leader
3 Bridges
02.2024 - 12.2024
Senior Support Coordinator/Team Leader
3 Bridges
04.2023 - 02.2024
Employment Supports & Customer Engagement
Beyond Abilities
05.2022 - 04.2023
Support Coordinator
Intellectual Disability Foundation of St George
01.2017 - 05.2022
Productivity Assessor
Intellectual Disability Foundation of St George
06.2015 - 01.2017
Transition to Work Trainer
AFFORD
06.2010 - 06.2015
Certificate IV in Training And Asessment -
Mr Wed
Advance Diploma - Community Sector Management
St George & Sutherland Community College
Certificate IV - Disability
ICM Training