Founded in 2016, MyIntegra is a leading NDIS provider of Plan Management and Support Coordination services to participants and their nominees. Helping participants to access the supports that they need, as well as helping optimise plan utilisation and remove the burden of paying invoices remains at the core of what we do. Today, we are striving to further improve customer and employee experience whilst ensuring that participants retain Choice and Control over their NDIS plan.https://myintegra.com.au/

Wine Writer: www.finewineclub.com.au

As head of customer experience for the APM group of companies, I have been leading customer-first programs across a number of APM’s businesses. Implementing process and customer journey mapping through the eyes of the customer has allowed the development of streamlined processes and the delivery of best-in-class customer experiences. It has also emphasised the importance of the voice-of-customerIn addition to improving customer attraction and retention, delivering a superior customer experience has also resulted in efficiency and productivity gains .APM is a global human-services provider enabling better lives for more than 1 million people in the last year.We help people to find employment, improve their health and wellbeing, and participate in their community.Our services help people with injury, illness or disability, children and older adults, unemployed people, and those facing hardship or harm. We're dedicated to making a positive and lasting social impact and enabling better lives every day.#EnablingBetterLives#Disability#DisabilityEmploymentServices#AgedCare

Responsible for building sustainable national immunisation programs with governments throughout the Asia-Pacific Region, thus expanding access for MSD innovative vaccines. The role focused on addressing both the willingness to pay, as well as the ability to pay for both public and private market opportunitiesA key component of the role is building both internal and external capabilities, to ensure that the true value of priority products is reflected in the listing and reimbursement criteria. This includes expanding the payer’s perspective from a traditional healthcare costs perspective, to one that recognises the societal impact of interventions.To do this I had to build and implement a ground-up customer experience platform to enable the businesses to understand the unmet needs of decision makers and developing approaches to meet those needsAccountability for the identification and in-depth analysis of commercial and non-commercial opportunities in countries across the region, including identification and management of barriers to reimbursement.Interpreting global strategies to make them relevant for the local environment.Leading a cross functional (Commercial, Policy, Medical, Access, Communications etc) team in pursuit of company goals. The role also provides support at a country level, to build customer centric programsKey initiatives includeIntroduction of a customer first approach to commercial activitiesNegotiations excellencePolicy change to combat Antimicrobial Resistance HTA Reform including Novel Funding initiatives for antimicrobialsStrategic Tender ManagementDigital Access solutionsAffordability solutionsRegionwide Access Plans and stakeholder mapping

Led the development and implementation of a clear strategic focus across the Asia-Pacific region:- Built a deep understanding of the unmet needs at an individual and societal perspective to understand key pain points in accessing appropriate health care:Working with scientific leaders to address identified opportunities and knowledge gaps and develop measures to address these.Worked with senior country leaders to translate the regional strategy into locally relevant tacticsDesigned and implemented local/regional/global programs that addressed the needs of both patients/the community and service providers, whilst driving the company’s business priorities. For example:Established the A-PAC Antimicrobial Resistance Collaboration.Antimicrobial stewardship: design, implementation and evaluation of programs in hospitals across Asia Pacific. (220 hospital now engaged; 40 in 2015)Industry Partners in Anaesthesia: A immersive simulation based internal training program in collaboration with Edith Cowan UniversityClinical Anaesthesia Program: An external focused, theatre-based training program in twelve centres in eight countriesFree-standing scientific meetings Leveraging data to Identify knowledge gaps in healthcare in individual countries and across A-Pac. - Work with scientific leaders to develop research projects to address identified hypothesis- Review and approval of trial designs/funding for investigator-initiated projects in A-Pac- Data mining, publication and presentation of results from global surveillance programs

I was integral to the process of moving the organisation from a product-centric approach towards a customer-centric approach through: - Developing an ethos that places the customers’ needs at the centre of the business planning process. Working closely with sales to build the value proposition for key brands- Taking a company-wide approach to key national accounts to develop, implement and deliver mutually beneficial commercial strategies.Developed key partnerships with major national healthcare providers, identifying their business needs and priorities, allowing the design and delivery of solutions to address their needs. This resulted in commercial agreements that opened access to MSD brands, increasing revenue for the organisation. Institutions included:- Private: Ramsay, Healthscope, St John of God Hospital Group, St Vincent’s- Government agencies and Local Area Health Networks in all states of Australia including Queensland Health, South Australia Health, Western Australia HealthBuilt a clear understanding of the framework that sits behind Key Account Management and worked to develop the company’s understanding of the principles. - Progressed the organisation from operating in a transactional fashion, towards a “Value KAM” level, where the focus was delivering value through a combination of products and service solutions