Experienced Administration and Coordination Skill bringing 5 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Client Services Coordinator
Home Instead Sydney Eastern Suburbs
05.2023 - Current
Approve Caregiver feedback data to identify SIRS and report to Care Managers for further actioning.
Preparing and leading Client Services team through internal and external audits.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Developed strong relationships with clients by providing exceptional customer support and maintaining open lines of communication.
Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Contributed ideas during team meetings that led to the implementation of innovative solutions for enhanced customer experience management.
Maintained and managed customer files and databases.
Implemented regular follow-ups with clients to ensure their ongoing satisfaction and to address any concerns before they developed into larger issues, proactively managing potential risks.
Set aggressive targets for employees to drive company success and strengthen motivation.
Trained and supervised new incoming client service coordinators on best practices to meet organization goals.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Outstanding communication with patients, patient families, and health care professionals.
Monitoring and actioning email/phone call requests for new/changes to client schedules from brokers including communication with brokers and CG’s.
Monitor shared email for actions and coordinate workflow with Client Services Team.
Working with stakeholders providing initial requests and onboarding new providers
Manage all Approve Service provider’s management, managing compliance, onboarding and off boarding.
Managing and creating relationships with RPN’s
Client budget and service management.
Provide guidance and support to CG’s to assist them in providing quality care.
Monitor, mediate, manage and ensure a record is maintained of all interactions with clients/client families and CAREGivers and address any issues/concerns immediately.
Recognise and capture opportunities to maintain and increase service hours and/or increase quality care.
Enter and maintain accurate and up to date CAREGiver and Client information in the Relationship Management System (RMS) and manage CRM System.
Maximise the integrity of the data in the RMS and utilise functionality to support the effective and efficient matching of CAREGivers and clients.
Actively participate as a team member to support the achievement of our organisational goals and strategies.
Always provide a high standard of customer service to all stakeholders.
Care Coordinator
Home Instead Sydney Eastern Suburbs
01.2022 - Current
Schedule all Home Care Package, Private and Brokered clients hours of service.
Monitor and respond to all incoming emails.
Monitor, mediate, and log all communication and activity utilizing the software system.
Demonstrate open and effective communication with colleagues and customers.
Negotiate schedules, in order to maximize efficiency and utilization.
Follow up with all client issues to ensure their problems are resolved.
Monitor schedules and minimize Caregiver overtime.
.
Recognize and capture opportunities to increase client hours in scenarios to enhance and/or increase quality service.
Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
Nurse Program Coordinator
IQVIA
11.2020 - 01.2022
Adverse Event reporting management, quality checks, nurse/report follow up and ongoing update training.
Building and maintaining relationships with internal and external staff to ensure smooth and efficient running of the programs eg; Nurses, health care professionals, patients.
Ongoing liaison with line manager and other team members to ensure quality control, general direction and effectiveness of activities.
Corresponding and regular follow-up with patients and Health Care Professionals to ensure satisfaction and quality program delivery.
Providing excellent customer service.
Providing high quality data entry, word processing and general administration.
Maintaining and coordinating all allocated programs and adjusting to each different needs of the program.
Collaborated with leadership to devise initiatives for improving nursing satisfaction, retention and morale.
Administrative Assistant / Paralegal
Thomson Geer Lawyers
06.2019 - 09.2020
Liaised between clients and vendors and maintained effective lines of communication.
Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
Managed filing system, entered data and completed other clerical tasks.
Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Assisted development and implementation of new administrative procedures.
Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
Generated leads to meet and exceed revenue goals by identifying new clients.
Helped attorneys prepare for trial by organizing exhibits and calling on witnesses to testify at hearings.
Revised and finalized letters, briefs, and memos.
Edited and proofread legal documents to verify accuracy.
Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
Prepared legal briefs, motions, and pleadings.
Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
Aided settlement negotiations with effective summary reports outlining key points from discovery materials for use during mediation sessions or pretrial settlement talks.
Liaised with other paralegals and legal staff to complete common tasks on schedule.
Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Gained extensive knowledge in data entry, analysis and reporting.
Improved case management systems with effective organization strategies, enhancing overall productivity within the firm.
Education
Bachelor of Nursing -
Western Sydney University
Sydney, NSW
Bethlehem College
Ashfield, NSW
11.2018
Skills
Preventive Maintenance
Hiring and Training
Emergency Response
Technical Proficiency
Strategic Planning
Problem Resolution
Decision-making capabilities
CRM Software
Multitasking proficiency
Customer Relations
Financial Management
Customer service focus
Teamwork and Collaboration
Managing Operations and Efficiency
Goal Setting
Client Support
Meeting deadlines
Customer Relationship Management
CRM Software Experience
MS Office
Excel
Computer Skills
File Management
Inbound/ Outbound Calling
Business Administration
Scheduling and Coordinating
Client Relationship Building
Team Leadership
Employee Coaching and Mentoring
Business Development
Business Planning
Interpersonal Relations
Customer Service
Client Relations
Complaint Handling
Certification
Business Certificate II.
Current WWC Check.
First Aid Certificate.
Timeline
Client Services Coordinator
Home Instead Sydney Eastern Suburbs
05.2023 - Current
Care Coordinator
Home Instead Sydney Eastern Suburbs
01.2022 - Current
Nurse Program Coordinator
IQVIA
11.2020 - 01.2022
Administrative Assistant / Paralegal
Thomson Geer Lawyers
06.2019 - 09.2020
Bachelor of Nursing -
Western Sydney University
Bethlehem College
Business Certificate II.
Current WWC Check.
First Aid Certificate.
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