Carla Hoch
Christchurch,CAN
Summary
I am a collaborative and personable professional with strong communication and problem-solving skills. I bring a solid understanding of client relations, conflict resolution, project management, and customer support, with a proven ability to build strong relationships and deliver goals with professionalism and care. Dedicated to enhancing client satisfaction and supporting business growth, I approach every task with energy, attention to detail, and a commitment to high-quality service. Having completed my Diploma in Management and Team Leadership in 2023, I am focused on further developing my career and expanding my professional skill set. Outside of work, I enjoy gardening, staying active at the gym, reading, and spending time with family and friends.
Overview
13
13
years of professional experience
Work History
Client Services Manager
Healthvision
09.2023 - Current
- Oversee 84 direct reports across the South Island, including interviewing, contract negotiation, and performance evaluation
- Manage and support a client portfolio of approximately 150 clients, ensuring high-quality service delivery
- Handle personnel matters such as disciplinary actions, conflict resolution, and client–employee relationship issues
- Develop, supervise, and continuously guide employees while implementing new processes and improvements
- Coordinate staff scheduling, roster management, and leave planning to ensure appropriate coverage
- Support employees through personal circumstances that may affect work performance, providing guidance and appropriate solutions
- Conduct fortnightly inductions for new employees, ensuring a smooth and thorough onboarding process
- Promote and maintain a strong Health & Safety culture by regularly engaging with staff and ensuring compliance
- Ensure all employees complete and maintain required competency training relevant to their roles
- Collaborate with external stakeholders including police, ambulance personnel, and other emergency services
- Liaise with external providers such as ACC, the Ministry of Health, and related organisations to support client and organisational needs
Regulatory Coordinator
Horizons Regional Council
09.2020 - 09.2023
- Undertake and improve understanding of Te Ao Māori to be confident to operate within Te Ao Māori in my role.
- Co-ordinating and managing approximately multiple consent hearings for publicly notified or limited notified consents between multiple stakeholders including various iwi groups.
- Manage and provide the regulatory teams in terms of finalising all legal documentation prior to sending to applicants/consent holders.
- Daily use of Client Management System to support all aspects of the regulatory compliance requirements.
- Investigate consents, locations, and ownership requests.
- Informing and educating the public about the consent charges and process.
- Manage financial invoicing for all regulatory teams.
- Maintaining the planner's diary and all website notifications.
- Facilitating and maintaining good internal and external relationships with the public and work colleagues.
- Taking minutes of meetings.
Senior Mental Health Act Lead
Mid Central District Health Board
05.2016 - 08.2020
- Led and managed the office and a small team of locum psychiatrists, clinical staff, and administrative personnel, including training internal and external staff on Mental Health Act requirements
- Supported and advised on the development of a new mental health facility, providing expert input from a Mental Health Act and compliance perspective
- Held responsibility for all District Health Board legal requirements relating to patients under the Mental Health Act
- Project-managed the Mental Health Act component of the new CRS system, ensuring full functionality and compliance with legislative obligations
- Provided guidance and assistance to internal and external stakeholders across the Manawatu region and nationally regarding multiple government legislative acts
- Successfully maintained service continuity and compliance during significant organisational changes, including throughout the pandemic
- Oversaw and updated multiple client management databases daily, ensuring accurate recording of all patients under the Mental Health Act and their corresponding legal status
- Managed highly sensitive information while ensuring all legal reporting obligations were met for both internal and external stakeholders
- Facilitated the smooth operation of Family Court processes for patients under the Mental Health Act, coordinating with court registrars, lawyers, District Inspectors, and family/whānau
Professional Summary
Previous
07.2012 - 02.2016
- Professional Summary
Dynamic and versatile professional with extensive experience across mental health services, local government, insurance administration, and executive support. Skilled in applying the Mental Health Act within clinical settings, developing and implementing policy, managing stakeholder relationships, and navigating complex regulatory processes including consents and hearings. Adept at administrative coordination, process improvement, and providing high-level support as a Personal Assistant. Known for strong organizational skills, attention to detail, and the ability to adapt quickly to diverse environments while maintaining a focus on compliance and service excellence.
Education
Diploma - Management and Team Leadership
The Career Academy
Online12.2023
Skills
- Strong communicator with a talent for building and maintaining relationships with clients, team members, and stakeholders
- Team development and support, fostering a positive and collaborative work environment
- Skilled in conflict resolution and problem-solving
- Experienced in team coordination and workflow management
- Capable of assessing systems and processes to identify opportunities for improvement
- Competent to a high level of the Microsoft Suite
- Experience with multiple Customer Relationship Service databases
- Team development
- Recruiting and hiring
Timeline
Client Services Manager
Healthvision
09.2023 - Current
Regulatory Coordinator
Horizons Regional Council
09.2020 - 09.2023
Senior Mental Health Act Lead
Mid Central District Health Board
05.2016 - 08.2020
Professional Summary
Previous
07.2012 - 02.2016
Diploma - Management and Team Leadership
The Career Academy