With more than 25 years of experience in customer service and account management roles at a range of organisations our National Corporate Account Manager, Catherine Sieben, brings a wealth of expertise to the Atlas McNeil Healthcare (AMH) team. Her strong foundation in business administration and human resources, combined with a deep understanding of customer needs, has made her a key figure in supporting national aged care groups across Australia.
In this edition of the AMH Expert Series, she shares her journey into healthcare, what she loves about her role, the evolving needs of aged care providers, and the challenges facing the sector as it prepares for significant reform in 2025. From managing strategic partnerships to navigating regulatory changes and supporting customers through complex decisions, her insights highlight the importance of transparency, collaboration, and delivering true value.
Whether it’s developing actionable strategies, ensuring supply chain reliability, or simply being a trusted sounding board, she embodies what AMH stands for: expert support, strong relationships, and a commitment to service excellence in every interaction.
What is your career background that makes you so suited to being an Atlas McNeil healthcare specialist?
With over 25 years of experience in Customer Service and Account Management roles at organisations like Convatec, Essity, and Rubbermaid Commercial Products, I’ve developed a strong understanding of customer needs, service excellence, and building long-term relationships. My experience has taught me how to resolve complex challenges and consistently deliver value to clients.
These transferable skills have helped me smoothly transition into my current role with the Atlas McNeil Healthcare team as Corporate Account Manager. With an academic background in Human Resources and Business Administration, I’m also able to align customer-focused solutions with internal policies—an approach that’s especially important in the healthcare sector.
Tell us about your role with Atlas McNeil Healthcare? What is your area of expertise?
As the National Corporate Account Manager, I am responsible for developing and maintaining strategic business relationships with national corporate aged care groups. I work closely with key stakeholders across Procurement, Clinical, Governance, and Quality teams to ensure alignment with organisational needs and objectives.
My role involves translating corporate requirements into actionable strategies for Atlas McNeil’s field-based Account Managers, ensuring consistent service delivery across residential aged care facilities. I communicate with head office partners regarding product innovations, supply chain challenges, and alternatives etc., while also overseeing the communication of KPIs and feedback between our internal teams and external stakeholders00.
What most do you like about your role and why?
I love learning — there’s always something new to bring to market, updated protocols to follow, or fresh ways to support our customers. The variety keeps things interesting and gives me the chance to build strong, trusted relationships.
Each day brings its own unique priorities, which I enjoy navigating. I also value working closely with our manufacturers and suppliers, building strong partnerships that help us better serve our customers.
The mix of relationship management, problem-solving, and cross-functional collaboration is what keeps me engaged and motivated every day.
When you started with AMH what most surprised you?
Atlas McNeil’s solid partnerships with our customers. Coupled with the support offered to customers in others areas such as education, really sets us apart. We know that excellent service still matters to our customers, and we’re proud that it’s something they consistently value.
What are some of the challenges the market is facing?
Regulatory reform, staff shortages and cost pressures within residential aged care are some of the many challenges within our sector. Ensuring our product are fit for purpose delivering value & flexibilty has become essential. Reliability from partners is paramount in the opertation of their business.
What are your main priorities for 2025?
My focus is on ensuring I understand all of my customer needs and expecations since moving into the Corporate Account Managers role. Seeking value for our clients to ensure continued satisfaction in all aspects of what we offer.
What do you expect the big industry trends to be of 2025?
With the Aged Care Reform to take affect in November 2025, this will remain the focus of groups heading into the tail end of this year and into 2026. The size of the change has resulted in the affective date shifting on a number of occasions, as our customers navigate this enormous task.
What’s the biggest challenge facing the customers in the industry?
Reform changes are complex and groups are trying their best to meet the needs to remain both appealing to residents and financially viable. Or customers administration requirements have increased but they are still limited staff numbers. We do what we can to support our partners where possible. From reporting, education and onsite support, all these tasks have a positive impact with our customers day to day operations.
What’s the biggest lesson you’ve learned over the past 12-18 months?
There is always a solution. I may not have all the answers, but there is always someone within our organsation that does. Our team is varied, experienced and helpful in finding a suitable solution for our customers.
Is there a message you’d like to share with your customers?
Low cost doesn’t always mean best value. We focus on building true partnerships through open, confidential conversations. Transparency, followed by meaningful action, is what leads to successful outcomes.
