Natalie is the person at the end of the phone, email, fax and internet and she is the first line of contact for all the people who come to at the start of their rehab journey. She is amazing at knowing so much about therapy, our programs, the health system and NDIS, and if she doesn’t know, she will do her very best to find out!
- How important do you feel your role is?
Very! The referral process is integral to beginning your rehab journey here with us at Advance Rehab Centre. As the first point of contact for all inquiries, clients will often call me in distressed and overwhelmed and I must help them navigate through a complex system. With a medical science background and interest in healthcare, I try to provide accurate and comprehensive information on the benefits of seeing one of our neurological therapists as well as helping clients understand processes such as NDIS or specialist disability accommodation which can be confusing. ARC is a very inclusive team of administrators and therapists working together to ensure the best for each client, if there is ever a question I can’t answer, I can ask the lead therapists. This ensures I give the right action and advice. Coordinating referrals is a full-time role and I am here every day and that’s important. Myself and the wonderful admin team I’m part of are always available for a chat, reassurance, and questions about our services and we continue to strive to build a responsive network ensuring new clients are getting the immediate response and action they need and deserve!
- What are some of the challenges people share with you?
People will often share the functional, emotional, and lifestyle challenges their condition has caused and the impact that has had on their lives and loved ones. I pride myself on having an empathetic manner and aim to make the first point of contact one in which people feel heard and understood and that they’ve made the right decision in starting their rehab journey with us.
Our clients often share with me negative experiences they’ve had with other providers and I am proactive in shaping a proactive and positive involvement with ARC. It is common for our clients to express that they have failed to find the adequate therapy they need in a neurological sense and it’s rewarding to know that I can provide the reassurance that our ARC therapists have the clinical expertise and experience to help them fulfill their therapy goals.
- What have you developed, or would like to develop to aid customer service and a smoother process?
I’ve helped developed extensive website inquiry forms to collect all the info we need to process new referrals. We have tried to achieve a more comprehensive model of assembling clinical background and therapy needs to ensure that an initial assessment with one of our therapists is as productive and proactive as it possibly can be. Following an initial assessment, we have devised a feedback assessment as well to bookend the referral process with myself which gives our clients a platform/safe space to share the outcome of their experience with me and express any concerns they may or may not have. It is important to me that I can offer as much information to clients and give them confidence that we are the right choice for them. To achieve this I have observed client/therapist interactions, I’ve completed a short online MS info course, and make sure I’m up to date with current NDIS resources.