Terrianne Keen Email & Phone Number

Gold Coast, Queensland, Australia

As a Professional Services Consultant, I execute intermediate to advanced implementation and consulting projects, ensuring timely success and high client satisfaction. I mentor clients and provide workflow planning guidance to promote best practices for maximising return on investment. Working closely with clients and Clinisys teams, I deliver both onsite and remote services for WorldCare, a public health system.My responsibilities include consulting with stakeholders before and after sales, organising project tasks, and performing software implementations according to Clinisys standards. I offer technical support by troubleshooting issues, discussing enhancement requests, and conducting client training sessions. I also stay updated on WorldCare and other Clinisys products and updates.As a subject matter expert, I guide other consultants, assess process improvements, and participate in system development meetings. I manage multiple complex projects while upholding a commitment to customer satisfaction and delivering tailored solutions to enhance operational efficiency in public health systems.

Australian Capital Territory, Australia

As the Director of Client Services for ACT Health, I held a senior leadership role responsible for overseeing all client interactions and ensuring the provision of high-quality IT services to Canberra Health Services. I was a crucial link between the Digital Solutions Division of ACT Health, Canberra Health Services, stakeholders, and vendors, driving business growth through effective oversight of projects and services and fostering strong relationships. I maintained essential client relationships by gaining a clear understanding of their needs, proactively addressing issues, and ensuring their satisfaction through consistent communication. I crafted and executed client-focused strategies to enhance the overall experience and improve retention while identifying new business opportunities and aligning client requirements with ACT Health's capabilities. By utilising strategic thinking, leadership, and effective problem-solving skills, I ensured client expectations were surpassed, thereby contributing to achieving ACT Health's objectives.

Australian Capital Territory, Australia

As the Senior Director of the COVID Response Hub for ACT Health, I was responsible for the strategic leadership and operational delivery of critical COVID-19 systems and services, including testing and vaccination sites and the Check-In CBR and vaccine call centres. I oversaw establishing and managing large-scale call centres and new sites, ensuring comprehensive community support during the pandemic. I engaged with stakeholders, including the media, the Chief Information Officer, the Chief Health Officer, the Health Emergency Coordination Centre, and the Minister's office, driving alignment with government priorities and public health objectives. Leading a multidisciplinary team of system administrators and call centre staff, I provided executive oversight for system upgrades, incident management, and organisational change initiatives. My responsibilities encompassed managing complex HR and personnel matters, resolving conflicts with vendors and staff, and driving process development and system improvements. I directed procurement initiatives, produced ministerial briefs, options papers, and reports, and ensured the seamless integration of business processes and systems. Focusing on strategic outcomes and operational excellence, I ensured ACT Health's COVID-19 response was effective and community-focused.

Australian Capital Territory, Australia

As the COVID Response Hub Director for ACT Health, I led efforts to enhance business processes, systems, and system usage across ACT Health and Canberra Health Services while overseeing the rollout of new services and systems. I collaborated closely with executives to create and execute strategies that aligned with organisational objectives, ensuring the delivery of impactful outcomes. I managed key stakeholder relationships, promoting collaboration to ensure success, and directed a team of system administrators to achieve high-quality results. My role included supervising projects, addressing HR and personnel challenges, and managing vendor and staff conflicts. Additionally, I drafted briefs, reports, and minutes and engaged with staff to pinpoint and implement process enhancements. Acknowledged for my leadership and innovation in the COVID Response Hub, I received a nomination and was highly commended for the ACT Health Directorate Award for Innovation, emphasising my commitment to fostering positive change and strategic alignment.

Australian Capital Territory, Australia

As an Assistant Director for ACT Health Notifiable Diseases Management System (NDMS), I worked closely with the project team, the Health Emergency Coordination Centre, and various vendors to manage the development, enhancement, and upkeep of the system. I collaborated with ICT projects, business-as-usual (BAU) teams, different business areas, senior personnel, executives, and stakeholders to ensure alignment and facilitate effective communication. My duties included, but were not restricted to, producing technical documentation, developing and executing strategies and processes, and addressing inefficiencies in existing workflows. I offered technical assistance, troubleshot and resolved system issues, and played a role in the build and advancements of NDMS. Furthermore, I led and supported staff within the COVID Response Hub, guaranteeing efficient operations and a prompt response to health emergencies.

Australian Capital Territory, Australia

As a Transition Coordinator for IT projects, I ensured a seamless transition to business-as-usual (BAU) IT support for upcoming initiatives. This involved formulating transition plans, documenting and assessing processes, and confirming that all training, escalation points, and support procedures were clearly defined, tested, and functioning properly both before and after the go-live phase. I collaborated with support teams, business units, and project stakeholders to create support plans, refine workflows, and ensure alignment with business objectives. My responsibilities included generating and maintaining documentation across various platforms and overseeing projects to ensure tasks and deliverables were on schedule. I encouraged teamwork, addressed inefficiencies, and developed future-state process maps to improve support efforts, ensuring that stakeholders were equipped and systems were integrated effectively.

Australian Capital Territory, Australia

As a System Administrator for ACT Health, my responsibilities included the maintenance, configuration, and support of the ACT Patient Administration System alongside other essential systems. I diagnosed and resolved technical issues, tested and implemented changes, upgrades, and enhancements, and ensured optimal system performance through regular maintenance. I adhered to change and incident management processes, meticulously documenting and logging all modifications while managing incidents to ensure timely resolution and minimal disruption. I provided education and training to staff, fostering accurate system usage, and engaged with customers and vendors to address needs and drive system improvements. Additionally, I developed, updated, and maintained technical documentation to support system operations and delivered 24/7 on-call support to ensure uninterrupted system availability and reliability.

Australian Capital Territory, Australia

As a Technical Support Specialist in a 24/7 call centre, I provided comprehensive technical support to medical staff across ACT Health facilities, assisting with up to 250 clinical and administrative applications. To ensure effective system use, I delivered system training to medical professionals, including bulk onboarding of JMOs and Registrars. My responsibilities included troubleshooting and resolving Level 1 technical issues, managing user requests via phone and email, and independently providing out-of-hours on-call support for multiple systems and health sites across the ACT. I followed incident management processes, ensuring accurate documentation, timely resolution, and proper escalation of incidents. This required evaluating system criticality, impact, and potential risks to patient care. Additionally, I created and updated technical documentation, managed user accounts, engaged with users, and collaborated within a team to ensure smooth operations and patient-focused outcomes.

Australian Capital Territory, Australia

As an Administrative Team Leader, I directed a team to guarantee the effective provision of outpatient services while managing a wide range of administrative and operational tasks. I delivered exceptional customer service, addressing inquiries from patients and visitors with professionalism and compassion. My duties encompassed verifying and updating patient demographics, managing arrivals and departures, preparing clinics, and coordinating follow-up and waitlist appointments. I also dealt with outpatient billing and ensured the accurate and prompt updating of referrals. I promoted smooth operations and patient care by working closely with specialists and nurses. Combining team leadership with strong organisational and communication abilities, I ensured a positive patient experience and effective assistance for healthcare staff and administrative functions.

Australian Capital Territory, Australia

As a Ward Clerk, I delivered exceptional customer service and performed a wide range of administrative and operational tasks across wards, including Paediatrics, Coronary Care Unit, and Operating Theatres. I managed patient admissions, discharges, and transfers using the ACT patient administration system, conducted data quality checks, and maintained confidential medical records. Adhering to hospital policies on patient privacy, data security, and infection control, I organised files, retrieved records, and ensured accuracy. I welcomed patients and visitors, assisted with check-in procedures, and communicated with internal and external clients. Additionally, I managed data entry, correspondence, phone inquiries, supplies, and maintenance requests. I worked independently as a night ward clerk, supporting all wards via pager coordination. Furthermore, my role involved providing critical assistance to doctors, nurses, and other medical staff to ensure smooth and efficient operations.

Australian Capital Territory, Australia

As a hairdresser, my primary focus was delivering exceptional customer service while providing various hairdressing services, including cutting, colouring, styling, and treatments customised to meet each client's preferences. I was proficient in scheduling appointments, maintaining client records using Hairware systems, and ensuring a safe working environment. My strong time management skills allowed me to prioritise my tasks effectively.In addition, I monitored inventory levels, managed communications, and interacted with a diverse array of clients to build lasting relationships. My responsibilities also included identifying new sales and marketing opportunities, mentoring and training junior staff, and handling financial duties, such as managing substantial amounts of cash and reconciling accounts, to ensure smooth salon operations.

Diploma, Information Technology

I am currently pursuing a Diploma in Information Technology, where I am building a strong foundation in both technical and professional.

Certificate 3, Hairdressing

I attended The Canberra Institute of Technology (CIT) to complete a Certificate 3 in Hairdressing, graduating with an award.