Amelia Collier Email & Phone Number

Deakin, Act, Au

Deakin, Act, Au

Australia

Sydney, Australia

As the Training Manager, I am responsible for the design and delivery of training delivered to Esker client users Design and management of solution-specific training collateral (presentations, demonstration scripts, work instructions) Delivery of training to identified user groups Design of a hybrid training delivery model using face-to-face, online, and on-demand resources to support implementation and solution usage in response to the global Covid pandemic Adoption of new software to script and record on-demand training content

Sydney, Australia

As the Customer Experience Manager, I was responsible for designing, implementing and operationalising a CX programme that sees Esker AU partnering with our clients to ensure their success with the solution. Responsible for designing the Esker Australia Customer Success programme – this Programme was designed to be replicable (scaled) across the client base, whilst being reflexive, so as to meet individual client needs Responsible for designing CSP reporting, using internal tools, shared with clients as insights into their performance and productivity within the solution Establishing partnerships with indicated clients, using the CSP to support them in the optimal use of their solution Working with Esker Consultants (Developers) to undertake additional configuration of clients’ existing solution, to ensure solution optimisation Working with other Esker subsidiaries Customer Success / Customer Experience teams to encourage knowledge and resource sharing across the global business Managing competing timelines for multiple CSPs across clients, and Esker Consultants Extensive use of the Esker solution

Sydney, Australia

I undertook the project management of client solution implementations, with a focus on Accounts Payable and Order Management Responsible for managing multiple, concurrent projects across solutions, including project planning, user training, facilitator for UAT activities, and management of Go Live and Hypercare (post-Go Live) activities and support Working with Esker Consultants (Developers) to ensure that project tasks were completed in a timely manner; liaising with clients to ensure that internal and external milestones were met as per the agreed project plan Ongoing customer relationship management post-Go Live, including optimising their existing solutions Extensive use of the Esker solution

Sydney, Australia

I was responsible for the implementation of the Autotask software within the existing business. In this position, I created and delivered role-specific training (with supporting documentation), and led discussions around the best practice approach to business process and practice with the implementation of the new software, and SOPs

Brisbane, Australia

In this role, I was responsible for optimising their Autotask system, with a strong focus on Professional Services and Project Management. I worked with the Director to ensure appropriate change management and coaching techniques were being used with clients, to ensure high level service delivery.

Sydney

The core element of my role at Autotask was the provision of high level customer support during our clients' implementation of the Autotask software. To this end, I was responsible for providing detailed training in usage of the Autotask software, and leading the discussion as to how this software could best be integrated into existing business process' and practices.Further to the 1-on-1 implementation coaching, I was responsible for delivering group training sessions focusing on high-level use of specific Autotask modules, under the guidance of the Autotask Training Department.I also undertook quality improvement coaching with existing clients, to ensure that their Autotask systems were being used efficiently, and with the greatest benefits to their business.During my time at Autotask, I created a departmental Documentation Library, which looked to codify the most useful implementation techniques demonstrated by the Client Services team.

Sydney, Australia

My position with UnitingCare Aging NSW/ACT was an exciting role that saw me part of the team tasked with implementing a state- wide, integrated, client and employee management system. I led the roll-out of mobile devices, and associated configs and apps, that are the business-wide tool for accessing and working within this new system.This role saw me deploy high level change management skills, to ensure that all relevant business units were confident in undertaking that changes to business practice that a project of this magnitude required. I worked closely with key staffmembers, both within the Project, and relevant frontline staff, to develop meaningful training documentation and presentations, as well as providing the Project support required by individual business units.The Mobile Device roll-out required the creation of a documentation library, both in terms of its management and wider deployment. I authored the training package for the roll-out of these devices to frontline staff.

Eastern Sydney

Building on my experience gained at WentWest, I moved to the SESLHD to manage the Consumer Registration Officers (CROs) as they were deployed across hospital campus' in ESML's remit.I was responsible for implementing the strategy for generating high levels of consumer engagement with and enrolment in the NeHR. This strategy included regular liaison with NSW Health HealtheNet team.I managed a team of CROs who were based across different hospital campus'. This aspect of my job required recognising the different needs, strengths and weakness' presented in each different deployment environment, and tailoring the consumer registration strategy as needed. My goal was provide each hospital with the most valuable team members, skills and resources, in order to create the most beneficial consumer engagement.Further, I prepared and authored statistical reporting as to the effectiveness of this project. This requireed the collection of staff performance data, and consumer engagement information, and the meaningful communication of these statistics to the relevant stakeholders.I took the opportunities offered by ESML to consider avenues of consumer engagement and enrolment outside hospital setting, and designed strategies to engage with targeted cohorts from Community Health and Neighbourhood Centres.

Western Sydney

My role with WentWest was to manage the day-to-day activities of the Consumer Registration Assistants (CRAs) as they achieved the PCeHR enrollment targets across the WSLHD hospitals and healthcare organisations.I was responsible for designing an appropriate strategy for generating high levels of consumer engagement with and enrollment in the PCeHR. This strategy included regular liaison with NSW Health, and similar registration programs running across Western Sydney, as well as the more practical application of such strategy (e.g. the scheduling and placement of CRAs to achievement the highest number of consumer registrations).I managed a team of CRAs who were based across different hospital campus'. This aspect of my job required recognising the different needs, strengths and weakness' presented in each different hospital environment, and tailoring the consumer registration program as needed. My goal was to provide each hospital with the most valuable team members, skills and resources, in order to allow the most beneficial consumer engagement.Further, I prepared and authored statistical reporting as to the effectiveness of this project. This required the collection of staff performance data, and consumer engagement information, and the meaningful communication of these statistics to the relevant stakeholders.

Health Directorate

In the role of PCeHR Implementation Test Lead, I designed all internal testing undertaken by the ACT Government HD required by NeHTA for the ACT HD to become the first jurisdiction in Australia to implement the use of the PCeHR throughout its public health network.The internal testing undertaken required front-end testing designed to manage the Production functionalities of the ACT HD's Clinical Information System (sending identified consumer documents to the PCeHR system), and Viewing functionalities of the Clinical Information System (viewing identified consumer documents stored in the PCeHR system).In the role of test lead, I liaised closely with various stakeholders, including system and software vendors Orion Health, and government representatives from NeHTA (the government body tasked with managing the roll-out of the PCeHR system).I was a member of the team saw the ACT HD awarded CCA and NOC certification by NeHTA through the Observed Testing process. This process demonstrated my ability to test and utilise the PCeHR under observation. Observed utilisation of the system included the creation and manipulation of test data across different facets of the PCeHR system, including the ACT HD's internal Clinical Information System, and the patient-controlled Consumer Portal.Upon receiving notice of NOC and CCA Certification, we were the first jurisdiction in Australia to go live with producing and sending consumer's clinical documents to the PCeHR system.Additionally, I undertook the internal testing required by the ACT HD to receive NOC and CCA Certification for the Viewing of clinical documents in the PCeHR system.

Health Directorate

As part of the Patient Administration System (PAS) intergration test team, I performed the internal testing undertaken by the ACT Government HD necessary to implement a single PAS across the public hospital network. I worked closely with the test team to see this single PAS implemented in a timely and efficient fashion.My role as a tester for this project required the analysis of scripts designed by external vendors (notably, MKM Health), in terms of how effectively they managed the migration of patient data from obsolete PAS' to the active ACT-wide PAS. This work required the establishment of productive and professional working relationships with external vendors, to achieve the shared goal of having a single PAS across the ACT HD network.Following the implementation of the single ACTPAS, I undertook data remediation tasks, which aimed to increase the effectiveness of the data migration undertaken in this project. This remediation, which was undertaken with MKM Health, included the analysis and testing of data migration and remediation scripts, and the implementation of post-implementation software patches.Further, in this role, I undertook the management of the Migration Working Party, which bought together interested parties from different ACT HD sites, and collected and collated the input of these experts, which was then used to shape the implementation of the single PAS.

Health Directorate

In my position as a Data Quality Officer, it was my responsibility to manage, analyse, link and remediate patient data across the HD's registration systems. This position demonstrates my skills in working with a master database.This role required extensive data matching and data cleansing process', both automated and manual. In addition to my core data management tasks, I undertook the design and implementation of the Quality Assurance Programme. This Programme was designed according to best practice standards for assessing the quality of the automatic process' associated with database management. My findings were presented to the ACT HD's CIO and PMI Linkage Steering Committee in September, 2011.I maintained ownership of this Programme throughout my time in this position, and authored an SOP for regular QA testing prior to my departure from the role.

The Australian War Memorial, Canberra

I provided customer service to the varied visitor groups who came to the AWM. This required me to present information as to the Memorial's purpose, function, and collections in a way that was meaningful to the different visitor groups

Bachelor Of Arts (Hons.), Modern History/Political Science

Hsc