Experience

Drake WellbeingHub

• Australia
• Wellness and Fitness Services
• 1 - 100 Employee

• Head Of Operations

  • Sep 2021 - Present

• Head of Clinical Services and Operations

  • Dec 2019 - Sep 2021

• Clinical Services Manager

  • Aug 2017 - Dec 2019

  As Clinical Services Manager for Drake WorkWise, I manage and oversee all clinical services including our intake department, psychologists and counsellors throughout Australia and New Zealand.My responsibilities are inclusive of the following:- Responsible for the management of the intake call centre and after-hours telephone staff (registered psychologists)- Individual psychological counselling case management- Co-ordination of all on-site services requested - eg: trauma assistance and post-incident assistance to affected staff of client- Regular contract management and negotiation with new and existing clients pertaining to Service Level Agreements- Frequent liaison with existing clients - problem solving and providing options for psychological assistance for employees, groups of employees or patrons- Analysis of data and construction of usage reports for existing clients- Actioning and resolving client Human Resource staff requests/issues- Identifying new business opportunities and attending meetings locally and interstate to create or maintain relationships with stakeholders and clients- Managing internal hiring and training of Intake Co-ordinators and Client Relationship Managers- Recruitment and maintenance of over 400 providers across Australia and New Zealand- Assisting the General Manager with financial forecasting and P&L statements for the division- Executing weekly approval of all contractor/provider invoices - Administering all client invoices for the division on a weekly and monthly basis- Frequently communicating with internal and external Marketing and Design professionals to create/improve marketing collateral, website content and design

• Client Relationship Manager

  • Oct 2016 - Aug 2017

  Drake WorkWise EAP provides short term, solution focused counselling assistance. As Client Relationship Manager at Drake WorkWise I am responsible for the management of contracts, assisting companies in providing counselling and well-being assistance to their employees.

• Clinical Intake Coordinator

  • Jul 2014 - Oct 2016

  As a Clinical Intake Coordinator I am involved in telephone contact with clients across Australia & New Zealand, referral to a national network of clinicians, overseeing appointment diaries, and the processing and approving of contractor accounts.My skill set in this role includes the following:• Exceptional customer service skills• High level of administrative & organisational skills• High level computer skills, including database management & Microsoft Office Suite• Strong attention to detail• Proven ability to effectively and sensitively handle patient calls, including those from distressed clients• Work well under pressure, with the ability to manage multiple responsibilities and stakeholders• Ability to work autonomously• Excellent verbal and written communication skillsI also coordinate the services of trauma and critical incident response nationally for Drake WorkWise.



Bonnie Support Services

• Student Counsellor

  • Apr 2016 - Jul 2016

  Domestic violence counselling support. Throughout this role I provided a safe, non-judgemental and professional service, free from discrimination and honouring individuality. I offered a helping relationship that maintained integrity and encouraged empowerment. Domestic violence counselling support. Throughout this role I provided a safe, non-judgemental and professional service, free from discrimination and honouring individuality. I offered a helping relationship that maintained integrity and encouraged empowerment.