Atlas McNeil Healthcare Community provides tailored solutions and personalised services for the community home care space.
Megan McDonald, Community Team Supervisor for Atlas McNeil Healthcare Community, has over 20 years of experience in the Community Healthcare space from all areas.
What is your career background that makes you so suited to being an Atlas McNeil healthcare specialist?
I have over 20 years experience in providing consumable based healthcare products to the community home care space, particularly within the continence products category. From newborn babies to clients with disabilities and the aged living in their own homes who still want their independence. I have worked in all aspects of the business from retail sales, purchasing, administration, customer service, finance and even dispatch in the earlier years of my career. With the years of experience, I have been able to build a rapport with many of our long-term customers who started purchasing from us as children and are now into their adulthood. I have also been able to provide them with advice on products and funding options available along the way.
Tell us about your role with Atlas McNeil Healthcare? What is your area of expertise?
As the Community Team supervisor, I oversee our team of 3 customer service representatives who communicate with our customers daily. They forward the knowledge I have learnt along the way, as well as through training provided on specific healthcare products. My areas of expertise are in the NDIS and Home Care Package spaces where we provide consumable products to participants on the funding schemes. This involves extensive administration, auditing and understanding of the funding schemes to ensure we can provide the service and products to the participants, enabling them to live a more independent life. I have also had many years in the continence product space to be able to provide solutions and recommendations to our clients over the years within the varying funding options.
What most do you like about your role and why?
I like the challenge of the ever-changing nature of the funding options available and the healthcare product industry itself. I especially like the challenge of providing new processes and problem solving to come up with solutions that help both our customers and the business alike. Also the satisfaction of being able to help our customers find the products that will support their needs.
When you started with AMH what most surprised you?
Joining Victoria Healthcare Products initially in 2000 which was acquired by Bunzl in November 2014 and then merged with AMH at the beginning of 2020, I have seen varying changes over that time. Whether it be processes and systems to staff and products, the changing nature has created growth in my own knowledge and experience over that time.
What are some of the challenges the market is facing?
As a NDIS registered provider; we are competing against many new providers who are wanting to get into the market also. There is also the challenge of keeping costs down within the business as well as for our customers during these difficult economic times, while making sure we keep exceeding our service to the community customers.
What are your main priorities for 2024?
To improve processes by creating a greater customer experience and provide a healthy and happy work environment for the employees. Creating and maintaining strong relationships with customers and suppliers alike to provide a greater impact in the industry through the service we provide.
What do you expect the big industry trends to be in 2024?
Significant costs savings will be high on the agenda for many in the industry as changes to funding options and, availability of funding continues to change though government reforms.
What’s the biggest challenge facing the customers in the industry?
Understanding the funding options available to them and how to access them. There is also the challenge of funding the right supports and products for their individual needs to enable them to live a more independent and comfortable lifestyle.
What’s the biggest lesson you’ve learned over the past 12-18 months?
That being a supportive leader not only helps employees but it in turn helps the customers. Having a happy and healthy environment is conducive to higher employee productivity and flows on to customer satisfaction. Also through strong employee to customer relationships.
Is there a message you’d like to share with your customers?
I firstly want to thank our existing customers for their loyalty throughout the many years we have worked with you. We will continue to provide the exceptional service and products as well as providing new products and services that will endeavour to make your life easier. To our new customers we want to extend that same promise and are available for any questions you may have.