With a wide range of experience in an sales and account manager roles across different industries, Lauren found a passion for the healthcare industry and the care that's required when dealing with her clients.
What is your career background that makes you so suited to being an Atlas McNeil healthcare specialist?
From a young age, I have always been drawn to the healthcare industry. Growing up, my Aunty worked as a Nurse, and I was fascinated with the work she did and the impact she had on patient lives. When I stepped in the workforce post my degree, I worked overseas in marketing products within the financial services sector but loved the switch to the healthcare sector when coming back to Australia. As I got older and had my own family, I realised that I wanted to make a difference in healthcare in my own way. I was particularly interested in being a healthcare specialist because it provided the opportunity to work directly with healthcare providers on improving patient outcomes. These experiences solidified my passion for Healthcare Account Management and the positive impact it can have on both patients and providers.
Tell us about your role with Atlas McNeil Healthcare? What is your area of expertise?
In my current role, I manage key accounts in hospitals, NDIS, Homecare, Community service providers, and participants. My role requires an understanding of logistics and supply to providers around Australia to ensure their necessary medical consumables are available and delivered. I have strong continence product knowledge, an understanding of the regulatory environment and the challenges that healthcare organisations face, and sound knowledge in funded schemes. This experience has enabled me to provide customised solutions to clients that align with their unique needs and requirements.
What most do you like about your role and why?
My interpersonal and communication skills have allowed me to build and maintain strong relationships with clients, partners, and internal stakeholders. I can effectively communicate ideas, product solutions, and negotiate with clients to achieve mutually beneficial outcomes which is what I love about my role.
When you started with AMH what most surprised you?
Owned by Bunzl, I joined Victoria Healthcare Products in 2018. We merged into Atlas McNeil Healthcare at the beginning of 2020 a month before Covid hit. During this time, I had to adapt my role to be able to service our community and homecare clients remotely. Processes, systems and communication platforms changed overnight. This was so important so we could continue to connect and service our clients to ensure they continued to get their healthcare products delivered or alternatives options were available during that time.
What are some of the challenges the market is facing?
As a product supplier within the community space there any many new providers entering the market. Our challenge is to keep costs down, have products and choice available for delivery promptly. Support and expertise within product knowledge is our point of difference.
What are your main priorities for 2024?
My priority was to remain committed to our clients. Creating and connecting with our clients with whatever services they require. It’s not just as a supplier but as a partner in healthcare.
What do you expect the big industry trends to be of 2024?
The world of healthcare is always bursting with change. From technology to a growing emphasis on patient-centricity, the industry is constantly evolving. The competitiveness of the industry requires that all forms of communication with both potential and existing clients be as streamlined where possible.
What’s the biggest challenge facing the customers in the industry?
The burden of out of pockets costs for healthcare and a lack of understanding and support in how funded schemes work can cause people some concern. We want to ensure we help clients get support and education tools when they need it. When they order and shop with us, they can order from one supplier, have access to all brands big and small, with fast delivery turnaround.
What’s the biggest lesson you’ve learned over the past 12-18 months?
That clients in healthcare are all different. Not just in the care that they require, but in the abilities, they have, the knowledge that they hold and the experience they’ve gained in life. Sometimes their bodies may not function like they once did, but their minds tell a different story! Everyone is different, and that makes life more interesting.
Is there a message you’d like to share with your customers?
A little care goes a long way toward the quality of life of a client. Simple acts like having a chat, can make a world of difference to a client’s day. They say it’s the little things in life that are important, and working in healthcare care will show just that.
Atlas McNeil Healthcare Community's team provide expertise to their range of different clients. Learn more about the team and what they do here.