Vicki Fermaner

· Responsible for exceptional quality client services and continuous improvement of customer satisfaction

· Diligent organisational and time management skill set, with a strong ability to streamline and prioritise a high-volume workload

· Confident calendar management ability, with comprehensive attention to detail to identify and maximise scheduling, resulting in escalated revenue

· Competent in daily clinical operations, maintaining open communications in a professional and courteous manner to support all team members within an extremely demanding environment

· An in depth understanding of The Hearing Services Program, accurate information delivery to clientele, assisting with queries, applications and services available to eligible clients

· Professional manner, answering all phone and face-to-face enquiries to identify client needs and provide accurate information solutions

· Accountable for preparation of all Government Hearing Services Program tax claim invoices

· Medicare batch logs and DVA accounts payable and reconciliations

· Accurate financial data entry, composing client invoices, accepting payments, receipting of merchandise, clinical stock reconciliations and end of month stock reporting

· Strong understanding of compliance required to the Hearing Services Program and Ear Science

· Institute, inclusive of privacy requirements

· Continued advancement of Ear Science Institutes software to ensure accuracy when rolling out newly created procedures

· Capable computer skills inclusive of word, outlook, publisher, power point and internal practice management applications

· Provide training and support to new team members completing induction in a one to one capacity to expand and identify learning styles, reinforce processes and consolidate information content

· Liaise with external stakeholders to meet operational deadlines

· Consult with general practitioners and nursing care professionals to tailor packages best suited to an ageing demographic for all non-site appointments

· Skilled across all administrative operations

· Provide training and support to clients during interviews, appointments and assist in liaising with prospective employers offering emotional support through a challenging employment process

· Implement behaviour interventions and support programs with clients who face barriers in open employment

· Counsel and support family members to identify and resolve concerns with clients who wish to engage in open employment opportunities

· Build and increase personal awareness of barriers clients can face in regards to communication, interpersonal and social skills

· Ensure appropriate support and assistance is provided for the client inclusive of health, training and counselling services

· Working cooperatively alongside clinical staff, psychiatrists, clinical phycologistsand all external support professionals

· Continuous post placement support to monitor and achieve completed tasks within in the work place

· Positively engage with employers to develop partnerships and build a strong community network

· Achieved KPI’s- targets, outcomes, claims and complied with service requirements

· Extensive administration tasks, updating case notes and keeping accurate information for individual case management records

· Comprehensive understanding of all computer programs

· Extensive knowledge of the CentrelinkESS computer system and guidelines.

· Liaise with employers, job seekers and other relative stakeholders

· Conduct administrative activities consistent with employment services contractual and legislative requirements

· Interpreting and maximising outcomes by liaising with job placement consultants with the aim of placing disengaged job seekers back into appropriate employment and educational activities

· Ensure all key performance indicators are met including targets, revenue outcomes, claims and all service requirements

· Record and monitor statistics relating to the provision of Employment Services