With more than a decade of experience at Atlas McNeil Healthcare, Laura Hanson has built a career grounded in care, collaboration, and a deep understanding of the aged care sector. From her early days in customer service to her current role as an account manager, Laura has become a trusted partner to customers who rely on her empathy, technical know-how, and commitment to making their day-to-day operations smoother. In this interview, she shares her journey, the challenges and trends shaping the industry, and the values that continue to guide her work.
What is your career background that makes you so suited to being an Atlas McNeil healthcare specialist?
I have been with Atlas McNeil for over 11 years, starting in the Customer Service team, then as the online specialist, and recently transitioning into an account manager role as part of the Aged Care team. Over this time, I have developed a deeper understanding of the aged care sector, the products we supply and more importantly built strong relationships with the customers.
My transition to account manager role was a natural step, allowing me to apply my customer service experience in a more strategic way, helping customers streamline processes and feel supported.
Tell us about your role with Atlas McNeil Healthcare? What is your area of expertise?
During my time with Atlas McNeil, I have developed a strong reputation for being a trusted contact, someone customers know they can rely on for clear communication and quick resolution. My ability to understand the customers needs and translate them into practical solutions has been a key strength, especially in the aged care sector where reliability and empathy are essential.
My expertise also extends to our internal systems and online ordering platforms which I have used extensively to streamline processes, troubleshoot issues and train others within our team.
The combination of technical knowledge, customer insight and collaborative experience allows me to bridge the gap between frontline service and account management.
What most do you like about your role and why?
What I enjoy most about my role is the variety, no two days are the same. Whether I am on the road visiting customers or completing admin in the office, I always find satisfaction in solving the challenges that this role can present.
I also enjoy the opportunity to build relationships with aged care clients at this new level, feeling like I am making a real difference in their day to day operations. In a sector where trust and empathy are essential, I take pride in being someone my customer can count on. Our customers are caring for some of the most vulnerable members of our community and knowing that I am contributing to making their job easier feels very meaningful.
The relationships I have built over the years with customer and colleagues are a big part of why I love what I do.
When you started with AMH what most surprised you?
What surprised me most when I started at Atlas McNeil was the terminology – especially around medical products. There were so many nicknames and abbreviations that it felt like learning a whole new language! I remember keeping a long list in a notebook just to keep track, it became a prized possession.
It was a steep learning curve at first but also sparked my curiosity and help me build confidence in the healthcare space. Over time I have developed a strong understanding of our product range and how our customers refer to them which has made communication smoother and more efficient.
That early challenge became a strength and it’s something I can now help others navigate when they join the team.
What are some of the challenges the market is facing?
There has been a noticeable shift toward home based care, driven by consumer preference, funding models and advances in remote monitoring. I’m proud of how Atlas McNeil has responded to this emerging market trend by adapting its product offerings to support care delivery in a variety of settings, ensuring we continue to meet the changing needs of our customers. As the online specialist I worked closely with these customers to ensure that our online store would meet the needs of their clients, offering a personalised ordering experience that remained user friendly
Another challenge has been managing supply chain disruptions. Global shortages, freight delays and increased demand for some products impacted availability and lead times. Atlas McNeil worked closely with suppliers and freight partners to ensure minimum impact to our customers.
What are your main priorities for 2026?
My main priorities for 2026 are centred around strengthening relationships with aged care customers and finding ways to make their jobs easier. I want to be proactive in understanding their needs and identifying opportunities where we can add value.
Ensuring timely delivery of quality products remains a key focus. I know how critical it is for aged care facilities to have the right supplies at the right time. I’m committed to working closely with our internal teams and customers to maintain consistency and reliability.
I also plan to continue building on my knowledge of the aged care sector and staying across industry changes so I can better support our customers. Ultimately my goal is to be a trusted partner who helps make day to day operations smoother and more sustainable.
What do you expect the big industry trends to be of 2026?
I think one the biggest trends will continue to be towards sustainability. We have noticed an increase in enquiries for biodegradable, recyclable and environmentally conscious products across all sectors. Again, I am proud of the response from Atlas McNeil in this area, the team has worked hard to source a range of new products to meet these needs without compromising on quality.
I also expect the home care space to continue its growth. I am a huge advocate for this type of service, I feel this it’s so important for members of our community to remain in their own home supported by their family. Home-based care not only offers comfort and familiarity but also allows a wider choice of products and a sense of control over their care plan. I’m excited to continue supporting our customers as this area evolves and expands.
What’s the biggest challenge facing the customers in the industry?
Our customers are very client focused so they are constantly trying to balance financial pressures with the need to maintain dignity, safety and the comfort of their residents. This means they are not just looking for cost effective products but also a supplier who understands the environment and can offer practical and reliable solutions.
As their account manager, I know how important it is to support them in this balancing act. This could be helping streamline ordering processes, identifying more efficient product options or being able to troubleshoot issues quickly.
What’s the biggest lesson you’ve learned over the past 12-18 months?
The biggest lesson that I have learnt is that collaboration makes all the difference. As I have transitioned from the customer service team into account management, I’ve come to appreciate the power of working together with a shared goal.
Being an account manager can feel like a solo gig, especially with longs hours on the road between customers, but it’s quite the opposite. The Atlas McNeil team is supportive and willing to share their knowledge and advice with me as I navigate this new way of working. Asking for help doesn’t always come naturally but I have learnt that reaching out when needed and leaning on others strengths makes the journey easier and much more successful.
Is there a message you’d like to share with your customers?
I’m here to help and I genuinely care about supporting our customers in delivering the best care possible. The whole team at Atlas McNeil is a wealth of knowledge and experience, we are only a call or an email away and no question is ever too much. I feel lucky to be a part of a group that is committed to making a difference in the lives of some of our most vulnerable community members.
