Rebuilding a Finance Function from the Ground Up – Sapphire Coast Community Aged Care Group

Tell us about the challenges being addressed:
Our finance function unravelled unexpectedly after two senior team members left in quick succession, taking critical knowledge with them. Key processes were undocumented, payroll and billing were at risk, and claims needed to be submitted. Overall, our finance function had become heavily person-dependent, creating significant operational and governance risk when those people were no longer there.

Tell us about the solution put in place:
Provider Assist mobilised quickly, embedding a team to stabilise operations and rebuild the function. They worked hands-on with our Finance Manager, supported executive decision-making, restored billing and claims processes, rebuilt reporting frameworks, and documented processes. The engagement was phased: stabilise, rebuild, then transfer capability – ensuring we regained control while building long-term sustainability.

Tell us about your experience:
The support was immediate, practical, and highly specialised. No lengthy onboarding as PA understood the situation straight away and stepped in with confidence. The team worked alongside us without judgement, providing both operational support and strategic guidance. Importantly, they focused on building our capability, not creating dependency.