Vertika Kapoor
Cherrybrook,NSW
Summary
Community Health Worker with 12 years of experience in wellness improvement and education. Demonstrated expertise in training coordination and resource management, leading to enhanced operational efficiency. Proven success in crisis intervention and care plan development, resulting in improved service delivery and client satisfaction. Strong background in multidisciplinary collaboration and conflict resolution, ensuring compliance and operational excellence.
Overview
17
17
years of professional experience
Work History
Care Team and Rostering coordinator
Multicultural care
Burwood, NSW
01.2025 - 08.2025
- Coordinated care plans with multidisciplinary teams for diverse community client populations.
- Facilitated communication among clients, families, and service providers to strengthen collaboration.
- Organized training sessions emphasizing multicultural competency and effective care practices.
- Implemented policies that enhanced service delivery effectiveness across departments.
- Maintained accurate records of client interactions, service outcomes, and departmental activities.
- Managed daily operations, including task scheduling and staff duty assignment.
- Resolved customer complaints promptly while ensuring compliance with company standards.
- Developed training materials to support ongoing education and professional development.
Care Team Manager
Hammondcare
ST LEONARDS, NSW
08.2023 - 01.2025
- Led team in delivering high-quality care for residents at Hammondcare.
- Coordinated staff schedules to ensure adequate coverage and service continuity.
- Conducted regular performance evaluations, offering constructive feedback for professional growth.
- Implemented process improvements to enhance operational efficiency across daily tasks.
- Monitored compliance with health and safety regulations in service delivery.
- Facilitated training sessions to elevate team skills in care practices.
- Supported conflict resolution among team members, fostering a positive work environment.
- Developed individualized care plans tailored to resident needs and preferences.
Case Manger
Proveda
Freches Forest, NSW
05.2022 - 08.2023
- Coordinated client assessments and developed individualized care plans for optimal support.
- Facilitated communication among clients, families, and service providers to meet individual needs.
- Monitored client progress and adjusted support services to ensure effectiveness.
- Educated clients on available resources, promoting well-being and self-advocacy.
- Documented case notes and maintained accurate client records according to agency guidelines.
- Provided crisis intervention and conflict resolution for clients facing challenges.
- Participated in interdisciplinary team meetings to refine treatment strategies and options.
- Advocated for clients by negotiating with service providers and securing necessary resources.
- Coordinated client assessments and developed individualized care plans.
- Facilitated communication between clients and service providers.
- Monitored client progress and adjusted support services as needed.
- Compiled reports on cases and submitted them to supervisors as required.
Day Respite Coordinator
SydWest Multicultural Services
Blacktown, NSW
06.2021 - 12.2021
- Coordinated operational activities for Syd West's Senior Day Care Groups, enhancing overall efficiency.
- Collaborated with Senior Management to improve communication and project workflows.
- Managed consumer service hours to meet annual Department of Health requirements.
- Networked with stakeholders to address and resolve scheduling challenges.
- Maintained professional communication with internal and external customers.
- Ensured exceptional customer service by managing feedback, complaints, and compliments effectively.
- Developed project plans and communicated deadlines for timely project execution.
- Delivered high-quality service by actively listening to customer concerns and providing effective solutions.
Operations Supervisor
Uniting Bowden Brae
Normanhurst, NSW
03.2011 - 06.2021
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Leading, managing and guiding the teams, ensuring they exceed the service demands of our customers, residents and family members.
- Completing the entire product cycle: analysis, design, implementation, testing, launching, performance tracking and renewal of care provided as per individual customers and residents.
- Arrange, excursions, transportation etc. upon request from the residents.
- Performance evaluation, appraisal and management reporting.
- Acting as the point of reference for guests who need assistance or information.
- End to end planning of new events for better member engagement.
- Regular feedbacks from members for customer excellence and respond promptly to customer reviews.
- Improving the overall customer experience by providing service excellence.
- Assisting customers and residents with medications and attending wound dressing.
- Encouraged and promoted ideas aligned to business needs and benefits.
Team Leader
St Marys Hostel (Queensland)
Ipswitch, QLD
01.2009 - 12.2010
- Fostered strong customer relationships through attentive responses and positive interactions.
- Delivered exceptional customer service by effectively managing team performance.
- Mentored team members to ensure successful task completion and professional development.
- Guided staff training to enhance efficiency in personal care services.
- Conducted induction training for new employees to streamline onboarding processes.
- Analyzed customer and resident needs to recommend personalized activities and services.
- Acquired comprehensive knowledge of facility operations to enhance service delivery.
- Assisted customers with medication management, ensuring compliance with health regulations.
Education
Certificate in Administer & Monitor Medication - Administer & Monitor Medication
Training Beyond 2000 PTY Ltd.
NSW12.2015
Diploma in Medical Receptionist - Medical Receptionist
Wesley Health
NSW08.2013
Diploma in Community Health Services - Community Health Services
Charlton Brown
QLD12-2011
Certificate in Continence Management - Continence Management and Education
Uniting Care Ageing
NSW11.2011
Certificate in Prevention & Intervention of Wound - Community Health and Preventive Medicine
Royal College of Nursing
NSW06.2011
Disability Care Certificate IV - Disability Studies
Charlton Brown
QLD12.2010
Aged Care Work Certificate IV - Aged Care Support
Charlton Brown
QLD11.2010
Aged Care Work Certificate III - Agred Card Support
Charlton Brown
QLD06.2009
High School Diploma -
Ramakrishna Mission
India12.2004
Skills
- Care plan development and coordination
- Policy implementation and compliance
- Performance evaluation and monitoring
- Crisis intervention strategies
- Customer relationship management
- Service delivery enhancement
- Staff scheduling and management
- Multidisciplinary teamwork and collaboration
- Conflict resolution techniques
- Client advocacy and support
- Operational efficiency improvements
Accomplishments
- Managed an end to end lifecycle (recruitment and training) of a startup team that was fully operational within a month (One week ahead of schedule).
- Advance knowledge of NDIS and My aged care services.
- Appreciated for successfully running the floor and managing big issues with unique problem-solving skill.
- Got recognition from management for coming up with various new innovative ideas.
Job Title
Healthcare Coordinator
Skills
Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent
References
References available upon request.
Timeline
Care Team and Rostering coordinator
Multicultural care
01.2025 - 08.2025
Care Team Manager
Hammondcare
08.2023 - 01.2025
Case Manger
Proveda
05.2022 - 08.2023
Day Respite Coordinator
SydWest Multicultural Services
06.2021 - 12.2021
Operations Supervisor
Uniting Bowden Brae
03.2011 - 06.2021
Team Leader
St Marys Hostel (Queensland)
01.2009 - 12.2010
Certificate in Administer & Monitor Medication - Administer & Monitor Medication
Training Beyond 2000 PTY Ltd.
Diploma in Medical Receptionist - Medical Receptionist
Wesley Health
Diploma in Community Health Services - Community Health Services
Charlton Brown
Certificate in Continence Management - Continence Management and Education
Uniting Care Ageing
Certificate in Prevention & Intervention of Wound - Community Health and Preventive Medicine
Royal College of Nursing
Disability Care Certificate IV - Disability Studies
Charlton Brown
Aged Care Work Certificate IV - Aged Care Support
Charlton Brown
Aged Care Work Certificate III - Agred Card Support
Charlton Brown
High School Diploma -
Ramakrishna Mission
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