NSW & ACT Health Services Team Leader

• Jun 2019 - Present

Health Professional Team Leader (Health Services)

• Jun 2019 - Present

• Responsible for the day-to-day management, coaching and development of the Health Professional team delivering the National Diabetes Services Scheme contract while supporting Diabetes NSW & ACT, Diabetes Qualified and other contracts as required. • Assist the Service Delivery Manager with being a key driver of productivity ensuring contractual and organisational goals are met. • Manages the Health Professional team on a day to day basis, ensures everyone in the team understands their individual and organisational KPI’s, contract SLA’s and are clear on their priorities and what is expected of them, and provides coaching to the team and maintain the team scorecard. • Track any additional metrics as determined by the SDM, and ensure that all contract deliverables are maintained. • Support the team to maintain accreditation, CPD and any necessary training to deliver new programs. • Participate in quality improvement activities as indicated/requested and contribute to Business Review Specifications and provide input as required with new business opportunities. • Deliver evidence based diabetes prevention and self management information, education and advice to Diabetes NSW & ACT members, NDSS registrants, families and carers, community groups, members of the general public and health professionals both face to face and over the phone or via email. Show less

Team Leader/Lead Care Manager

• Feb 2017 - Oct 2018

• Coach, mentor and develop a team of Nurse Care Managers towards program specific objectives, measures and metrics• Support the team in identifying and defining effective teamwork to achieve collective success, goals and provide support and feedback to develop individuals• Establish an environment of shared responsibility for achieving results• Mentor team members and facilitate team roles and responsibilities as appropriate• Plan and lead regular team meetings and huddles• Identify and support exceptional individual contributions, encourage and acknowledge successful team performance• Manage the Professional Development Plan for team members and recognise individual achievement aligned to team performance and company values• Investigate customer complaints as determined by the Complaints Manager/Clinical Quality Manager/Director Operations and to work with the team to develop learning and appropriate corrective measures• Participate in the interviewing process, orientation/induction, training and development of new colleagues as requested• Participate in quality improvement across the business as required Show less

2iC Team Leader

• Feb 2016 - Feb 2017

• Participate in regular quality/call auditing; actively participate in Quality Assurance meetings to provide support and coaching to Nurse Care Managers and Health Coaches to improve service quality across the business• Conduct and facilitate monthly team meetings, daily huddles and team training to communicate important business information, performance trends, process improvement, IT system developments and enhance team performance• Apply strong knowledge of Motivational Interviewing and the Behaviour Change principles to help empower patients to achieve better health. Mentor Nurse Care Managers to improve their knowledge and ability to effectively coach their patients using these techniques and principles• Liaise with Lead Care Managers, Lead Health Coach and Care Managers, Health Coaches, 2ICs, Operations Manager and key colleagues across the business to contribute to the ongoing success of the customer’s satisfaction. Collaborate and provide input of ideas for further program enhancements• Provide colleague support across the business regarding operational needs, tending to urgent enquiries, IT issues and clinical matters by notifying and/or escalating to the right individual if required• Contribute to the high performance culture of the business. Be a clear leader and example of the business’s values and vision and a role model for peers Show less

Nurse Care Manager

• Dec 2011 - Jan 2016

• Facilitate the achievement of patient wellness and autonomy through assessment, planning, communication, education, service facilitation and via the use of behavioural change strategies• Collect in-depth information about patient’s situation, individual needs and functional status in order to develop customised, proactive individual care plans while maintaining patient privacy, confidentiality, safety, advocacy and adherence to ethical/legal and regulatory standards • Establish specific, measurable, attainable, relevant and time specific (SMART) goals to guide the care planning process and promote self-reliance and assess patient progress towards established goals• Monitor, evaluate and document specific health actions and care arrangements with patients and health care team• Actively and creatively contribute to the work of the team of Nurse Care Managers Show less