A Day in the Life of Fran

Meet Fran, our Wollongong-based Support Services Team Leader and one of the go-to people behind the scenes at Rehab Management. From keeping referrals, reimbursements, invoicing and operational processes on track to supporting the Support Services team with everything from procedures to tricky queries, Fran helps keep the engine room of the business running smoothly. Passionate about helping others, she loves mentoring new team members, building their confidence, and creating a supportive environment where everyone feels comfortable reaching out for help. It’s no surprise she’s affectionately known by some as the team’s “office mum”.

No two days are ever the same in Support Services. My day usually starts by managing the team inbox, triaging incoming requests and ensuring everything is directed to the right place and actioned promptly. From there, I support team members, managers and consultants with a wide range of operational queries and procedures. Throughout the day I might be processing client reimbursements, responding to phone enquiries, completing contact tasks, reviewing new referrals, uploading AI PR summaries, allocating LOLA risk flags, or helping newer team members navigate processes. Across the week, I also manage Visa transaction reconciliations, audit files ahead of end-of-month invoicing, and upload DVA invoices to the portal. It’s a fast-paced and varied role, and I enjoy being the person people can turn to when they need support or guidance.

I love helping new and junior team members build their confidence and develop their skills. Whether it’s guiding them through processes or supporting them with difficult conversations, it’s rewarding to see them grow and succeed in their roles. I always try to create a supportive environment where people feel comfortable asking questions and seeking help, which is why some of the team jokingly call me the “office mum”.