• Develop, review, coordinate, and deliver training for ieMR, HBCIS, SRWS, and Q-Flow for all administrative staff across STARS. This involves induction training for groups of new staff members and developing programs for new business processes. • Provide high-level leadership as a part of the Administration Leadership Team by educating staff on correct work practices and leading by example.• Use information technology to identify errors and ensure a high level of data accuracy. Recognise potential issues, investigate, and present appropriate solutions to officers in a timely manner and implement once approved. Apply highly developed interpersonal skills by engaging with and correcting staff who are making common errors. Consulting with their line managers and Health Information Services and provide individualised one-on-one refresher training where required.• Monitor and evaluate the effectiveness of training programs and update programs and documentation as required to meet the audience. New staff are required to complete proficiency testing to ensure they grasp the key concepts of their roles. I perform a follow up meeting with them at two weeks, one month, and three months after their training to monitor their progress and allow them to ask questions and provide feedback for our training session. I remain calm and show empathy, understanding and patience, recognising that people come from diverse backgrounds and have different learning styles.

• Work collaboratively to co-design and develop course material such as Facilitator Guides, QRGs, and FAQs using validated workflows created by subject matter experts in line with Metro North Health (MNH) guidelines and standards. • Developed eLearning courses for Business-as-usual training using Articulate Rise 360. Demonstration videos from Workflow Validation sessions were utilised for these courses as well as other interactive tools.• Use this course material to train end users to effectively use Q-Flow and SRWS within their current workplace. • Present in a classroom, virtually via Teams, and one-on-one using adult education and learning techniques. This involves a “Demo-do” approach where I demonstrate the subject matter on a presentation screen and then have the class complete relevant activities. Participants are encouraged to engage by asking questions and following along on their screens. Effectiveness is measured by asking participants to complete a self-assessment survey and appropriate training materials are sent after the course where further development and support is required.• Maintain and improve course material based on feedback provided by participants. Feedback is collected verbally and by surveys sent out before and after training. • Publish material that meet Queensland Health standards on the project’s external SharePoint site available to Queensland Health staff via QHEPS. • Proactively identify and manage risks by communicating to the project team via tools such as a Transition Activities Register and a Training Collateral Register. • Maintain and develop effective working relationships with internal and external stakeholders to proactively manage expectations, recognise needs and support change.

• Booking patients and reviewing appointments using ESM while providing excellent customer service. • Communicating clearly and confidently in a written and oral capacity with all patients, their families, and staff with a high level of confidentiality, diplomacy, and discretion. • Performing front desk duties which include administrative tasks such as checking in patients, scheduling appointments via Q-Flow, confidentially handling medical records, billing, and switchboard activities. • Ensuring patients are booked within indicated timeframes while adhering to end of month protocols. • Manage appointment bookings, cancellations and rescheduling utilising available booking times as instructed by clinicians. • Working autonomously while exercising judgement and discretion to be accountable for work undertaken. Use Powerchart to discreetly view patient records where investigation is required in line with Queensland Health’s code of conduct.• Demonstrate excellent time management skills by managing workload appropriately by prioritising tasks and ensuring work is completed within designated timeframes. • Implementing Queensland Health policies and procedures • Ensuring accuracy while preparing and tracking charts. • Ensure patient confidentiality as per the Code of Conduct.

- Provide first and second tier support of the Fresh application suite. Investigate and solve business and software issues, utilising manuals, tools, on-line help and available support resources, seeking the assistance of other relevant personnel and where authorised, involve 3rd party resources to resolve more difficult and complex issues.- On board new client sites training customers on how to use the Fresh Application Suite.Assist customers to develop effective operating procedures regarding the running of their business on the Fresh application suite.- Participate as an active team member of Professional Services to support the achievement of departmental goals and objectives.- Assist in software testing and evaluation, validation, and documentation. Identify and scope requirements for product enhancements as required while assisting in the development of product and service enhancement.- Continually update and maintain knowledge of relevant applications and systems, looking at current trends and customer requirements.

- I managed a small team of reception staff to ensure effective running of the hotel. In this role I demonstrated a strong ability to work collaboratively in a team environment where I supported team members, actively participated and contributed to a team and supported business objectives. This is evident as I was awarded Employee of the Year, a role nominated by my peers and selected by upper management. - Hotel Grand Chancellor had a reservations team of three, they all went on maternity leave at roughly the same time and I was responsible for covering the team’s duties while they were on leave. This involved taking bookings and requests via phone, email, iHotelier, and HMS.

As innkeeper at a small boutique bed and breakfast in Banff I was required to build and sustain client and stakeholder relationships. Along with being responsible for the day-today running of the inn, we hosted a number of events with a strong focus on weddings. I was given the task of inviting local business owners to an event to present the intimate and beautiful space the inn provided to build our reputation as one of the top wedding locations in Banff. I approached local businesses through social media and visited them personally. My colleague and I catered the event and it was considered a huge success in creating a positive impression in the town. This was very important where community involvement and word of mouth are strong marketing tools.

- Manage customers’ service requests, complaints, transactions and requests for general information and advice, received by telephone and in writing- Use listening, questioning and negotiating skills, and follow procedures to analyse, respond to and resolve customer requests and problems, and refer difficult customer issues to a more experienced consultant or Team Leader- Act within position delegations and authorities to resolve problems and provide follow-up, fulfilment, resolution and feedback to customers’ issues- Provide feedback to Team Leaders to monitor the efficiency of information systems used in the Contact Centre- Conduct customer surveys as requested by the Team Leader- Provide information on customer trends, to assist Team Leaders and Contact Centre Management Team to evaluate and improve services- Contribute to team performance and implement learning’s from coaching from more experienced staff- Lead and role model customer focused behaviours by solving the Customers issue within level of delegation or escalating for resolution- Ability to participate in an Emergency Event Standby schedule requiring the flexibility to work on call within a 24hour, 7 day roster based on business needs and customer demand. - Lead and role model customer focused behaviour by treating Customers with honesty, fairness, sensitivity and dignity.