At Atlas McNeil Healthcare (AMH), we don’t just provide products—we build lasting partnerships. We understand the unique needs of healthcare and home care professionals, offering personalised solutions to nursing homes, hospitals, and medical centres. Our commitment to this tailored service is what distinguishes us from our competitors.
To give you a deeper look into the expertise that drives our success, we’re excited to launch a series of interviews showcasing the talented individuals behind AMH. In this Q&A, we sit down with one of our Account Managers to explore her career journey, role, and how she is helping to shape the future of healthcare amidst a rapidly evolving industry.
What is your career background that makes you so suited to being an Atlas McNeil Healthcare specialist?
My working journey started in the Hospitality Sector. I spent over 12 years in various roles from bars and gaming, moving my way into Hotel Management at various venues. After becoming a mother of twins, I studied to become a Pathology collector and within a couple years found myself moving into a Pathology Collections Coordinator role. I also completed my TAE and taught Pathology Collections Cert 4 at Tafe. I have over 20 years in the Medical/Healthcare Industry and have been on the receiving side of companies like Atlas McNeil Healthcare (AMH), so this is where my experience makes me a specialist.
Tell us about your role with Atlas McNeil Healthcare?
My role at AMH is Account Manager. It involves understanding client requirements and personalising experiences, which is crucial in this role. I believe that building relationships and providing value and support beyond just selling a product or service is necessary in my role. My strengths are my willingness to learn and listen to my customers as I find this is vital in building trust and a relationship with them. This also enables me to problem solve and develop customer outcomes.
What most do you like about your role and why?
What I like most about my role in the ability to build strong relationships through our demonstration of service and the support we offer our customers. I also enjoy how fast-paced we are at AMH, there are no 2 days that are the same. As I’m a go getter, this aspect enables me to achieve my goals, which is what I love about this role.
When you started with AMH what most surprised you?
I was surprised by the extensive knowledge of the Atlas McNeil and Bunzl Healthcare team and support. I found it overwhelming, recognising the scale of the business and the extensive range of Medical Supplies AMH can offer customers, as well as the expertise and support. I was amazed by the great values across the whole business and the attitude we have of we don’t just supply you; we support you!
What are some of the challenges the market is facing?
The most significant challenge in the Healthcare industry currently are shortages and high turnover in residential aged care. This creates instability, puts pressure on existing staff, and can negatively impact the quality of care given to our most vulnerable people. With changes to Aged Care standards and staff shortages we recognise sites are time poor and need products that are not only high-quality but improve the efficiency at aged care sites. We can also support businesses by being a reliable source of information as a trusted advisor.
What are your main priorities for 2025?
My main priority in 2025 is understanding the challenges our clients are navigating and offering support so they can thrive in an industry that has continuous changing standards. My priorities include commitment to the best result for our customer while also collaborating and upholding an open stream of communication that supports compliance with the changing landscape of healthcare.
What do you expect the big industry trends to be of 2025?
With Industry Standards set to change in July of 2025 I think there will be several trends that will follow. The first being the residents’ choice in the care they receive. I think we will continue to see smaller, privately owned Aged Care facilities be purchased by larger National Corporate Groups (Industry consolidation) as Australia’s economic situation is too hard for some to run their businesses. I can also see our aging population looking for ways to stay at home with assisted care living and the growth of facilities that follow this model.
What’s the biggest challenge facing the customers in the industry?
The biggest challenge for my customers is the global economic conditions which are still looming, making it difficult for businesses to plan and manage costs effectively. Businesses are under constant pressure to reduce costs to remain competitive while also providing the best and more efficient service.
What’s the biggest lesson you’ve learned over the past 12-18 months?
My biggest lessons from the past year are while you can't predict everything, you can anticipate potential challenges and develop contingency plans. Staying informed about industry trends, regulations, and best practices will help in understanding and adapting to changes.
Is there a message you’d like to share with your customers?
My main message that I’d like to share is that we are dedicated to providing high-quality service and ongoing support. We focus on a practical approach to problem-solving that streamlines processes whilst demonstrating an understanding of the challenges faced by clients. My job requires adding value and support in a busy and often under-resourced healthcare environment.
Contact your local Account Manager today for more information.
