Assisting the EGM Rehabilitation and Mental Health, DCS Brighton, Hawthorn and Richmond and the Rehabilitation and Mental Health executive team accross four sites accross Melbourne with a workforce of 851 made up of Nurses, Allied Health, Environmental Service, Food Service and Administration.

As part of the Senior Leadership team, the primary function of the Administration Team Leader is to effectively manage the administration departments daily operations. This role has oversight of daily Outpatient, Medical Consulting and Hospital Reception operations and ensures the workloads are managed accurately and efficiently in relation to the administrative processing and clinical governance.Responsibilities • Ensure the provision of customer service and administrative support by the administration team to Epworth staff, patients, visitors, relatives and medical staff. • Leading and managing the team and the ongoing development of the department from an operational perspective. • Leading a strong administrative team to deliver timely, person-centred service to patients in order to drive an exceptional patient experience.• Build and maintain a high performing team that operates within a performance framework and drive a culture of accountability, best practice and innovation.• Effective management of all resources within a continuous improvement framework to optimize quality, activity, business development and financial performance.• Building strong and trusting relationships with internal and external stakeholders including highly effective doctor relationship management to continue building the reputation and brand of Epworth HealthCare.• Work force planning to ensure KPI’s and business targets are met across all team functions

During a major company wide restructure and offshoring of roles, I accepted a redundancy and took theopportunity to travel around Australia visiting most of the capital cities in Australia as well as spending some time in New Zealand.

As part of the Senior Leadership team across Product and Underwriting for CGU and NRMA, this role was responsible for managing the national underwriting operations team (CGU) to provide exceptional customer support to internal stakeholders, business partners and direct customers. A huge focus for me was in leading and influencing our relationship managers, front line sales and service, claims, investigations, recoveries and internal dispute resolution teams, ensuring we are in line with our company values and product coverage. High attention placed on change management, organisational culture and process improvement.

Leading the Claims Call Direct, Processing, and home/motor lodgement teams in our national lodgement centre to support our customers in lodging claims. Strong focus in these roles was placed on continuous improvement, customer service and development. Highly involved in recruitment and positive attrition.

Supporting Team Managers and all consultants in the Claims Response Team with product knowledge, system support, customer queries and complaints, training, upskilling. Acting Team Leader in the absence of Team Managers.

Working as part of the ownership team of two, responsible for managing the high performing front of house team to provide exceptional customer service, KPI’s and work flow efficiency.

Maintain and update departments procedure manuals. Catalogue, tag and store preproduction samples as well as maintain sample showroom, storeroom and library. Data Entry. Place purchase orders for the companies raw materials, stationery and business cards. Customer Service; internal and external. Build strong supplier relationships. Dispatch pre-production and production samples to overseas vendors