Hannah Richardson

After being promoted from Receptionist, I transitioned into the role of HR Administrator, supporting both a mobile allied health service provider and an e-commerce healthcare equipment business. Working remotely, I provided end-to-end HR administrative support, contributing to recruitment, onboarding, employee records management, and day-to-day HR operations across two diverse but complementary business streams.

Key Responsibilities:

• Supported recruitment processes including scheduling interviews, and conducting reference checks.
• Facilitated remote onboarding and offboarding processes, ensuring all documentation and compliance requirements were met.
• Maintained and updated confidential employee records, and HR databases across both businesses.
• Assisted with payroll preparation by collecting and verifying staff timesheets and leave records.
• Coordinated staff training compliance and monitored professional credential renewals (e.g. allied health registrations).
• Contributed to updating HR policies and procedures in line with company growth and remote work requirements.
• Provided general administrative support to management and operations teams as needed.

Key Achievements:

• Successfully transitioned into the HR role during a period of company growth and increased remote staffing.
• Streamlined onboarding processes, reducing time-to-productivity for new hires across both businesses.
• Maintained high standards of HR compliance and data accuracy while working independently in a fully remote role.

Skills Applied:

• HR administration & recordkeeping
• Recruitment coordination
• Remote team support & communication
• Time management & multitasking
• Proficient in Xero, G Suite and Microsoft Office

In this role, I provided customer service support for an online store specializing in healthcare equipment and supplies. Working remotely, I assisted customers via online chat, email, and phone, ensuring a smooth purchasing experience and resolving product or order-related inquiries with efficiency and empathy.

Key Responsibilities:

• Responded to customer inquiries via live chat, email, and phone, providing product information, troubleshooting assistance, and order updates.
• Assisted customers in selecting appropriate healthcare products based on their individual needs and preferences.
• Managed order processing issues including tracking shipments, processing returns, and resolving delivery delays or product concerns.
• Maintained up-to-date knowledge of inventory, product specifications, and promotions to provide accurate and timely assistance.
• Logged interactions and resolutions accurately in the customer service system, contributing to quality service tracking.
• Collaborated with warehouse, logistics, and sales teams to ensure fast and effective problem-solving for customer issues.
• Provided feedback to management on recurring issues to support continuous improvement in customer experience and website usability.

Key Achievements:

• Consistently achieved high customer satisfaction scores through timely and empathetic service.
• Improved first-contact resolution rates by leveraging in-depth product knowledge and proactive follow-up.
• Played a key role in enhancing live chat support processes to increase customer engagement and efficiency.

Skills Applied:

• E-commerce & online customer support
• Live chat & email communication
• Product knowledge in healthcare supplies
• CRM and order management systems
• Conflict resolution & problem-solving
• Remote work communication tools (e.g., Slack, Zoom)

Key Responsibilities:

In this remote role, I provided front-line administrative and reception support for a busy podiatry clinic. I managed patient communications, appointment scheduling, and day-to-day administrative tasks to ensure seamless clinic operations and a professional client experience—all while working from a home-based setting.

• Managed inbound phone calls and emails, handling appointment bookings, rescheduling, and patient inquiries with professionalism and empathy.
• Coordinated the podiatrist's daily appointment calendar using clinic management software.
• Provided new patients with intake forms and essential pre-appointment information, ensuring smooth onboarding.
• Maintained accurate patient records and updated databases in line with privacy and healthcare regulations.
• Liaised with patients, healthcare providers, and insurance companies to support referrals, billing queries, and documentation requests.
• Supported clinic staff remotely with administrative tasks including invoicing, claims submission, and stock ordering coordination.

Key Achievements:

• Enhanced patient communication workflows, improving booking efficiency and reducing missed appointments.
• Maintained high standards of professionalism and accuracy while working independently from a home office.

Skills Applied:

• Remote reception and administrative support
• Patient communication and service
• Appointment scheduling and diary management
• Confidential record handling
• Proficiency in Cliniko, Google Workplace, Slack, etc.

Key Responsibilities:

As a Client Liaison Officer, I acted as the primary point of contact between clients, their families, and the care team, ensuring effective communication and coordination of home healthcare services. I managed client information, scheduled appointments, and supported the smooth delivery of personalized care plans.

• Input and maintain accurate client data using healthcare data management software, ensuring confidentiality and compliance with privacy regulations.
• Schedule and coordinate client appointments with care staff, optimizing resource allocation and client availability.
• Serve as the liaison between clients, families, and healthcare providers to address inquiries, update care plans, and resolve service issues.
• Assist with client intake processes, including gathering necessary documentation and verifying eligibility for services.
• Monitor and follow up on client satisfaction and service delivery, escalating concerns when needed to maintain high-quality care.
• Collaborate with internal teams including clinical, administrative, and scheduling departments to ensure cohesive service provision.

Skills Applied:

• Client relationship management
• Data entry and management software proficiency
• Appointment scheduling and coordination
• Strong communication and problem-solving
• Knowledge of healthcare privacy and compliance standards

Key Responsibilities:

Provided comprehensive administrative support to two nursing homes, which later expanded into a residential care village comprising multiple small homes on a single site. Played a key role in managing day-to-day operations, supporting staff, and ensuring smooth administrative processes during this growth phase.

• Delivered administrative support across multiple residential care homes, including reception duties, record keeping, and correspondence management.
• Coordinated scheduling and rostering for care staff in alignment with operational needs and compliance requirements.
• Maintained accurate resident records, including admissions, discharges, and care documentation, ensuring confidentiality and adherence to regulatory standards.
• Supported communication between residents, families, clinical staff, and external service providers.
• Facilitated smooth operational transition and administration as the facilities expanded from two nursing homes into a coordinated village setting.
• Contributed to compliance audits and quality assurance activities to uphold care standards.

Key Achievements:

• Successfully adapted administrative systems to support expansion from two homes to a multi-home village.
• Improved communication workflows among staff and families during the growth phase, enhancing resident satisfaction.
• Supported effective rostering that met increasing staffing demands with minimal disruption.

Skills Applied:

• Residential aged care administration
• Multi-site coordination
• Record management and confidentiality
• Scheduling and rostering