Abbey Ritchie
Mandurah,WA
Summary
With 12 years of leadership experience, I have held various leadership roles, including team leader, coordinator, and manager positions. I have led staff through change management processes and implemented revenue management strategies to optimise financial performance. My expertise includes coordinating revenue operations, managing accounts receivable teams, and developing client relationship interfaces. I am a results-oriented healthcare leader with extensive experience in revenue, and accounts receivable, and wanting to expand my knowledge in patient support services, seeking the position as the Manager of Patient Support Services for Fiona Stanley Fremantle Hospital Group (FSFHG). I have a proven track record of reducing aged debt, optimising revenue systems, and leading teams through change management.
Overview
17
17
years of professional experience
Work History
Coordinator Revenue
FSFHG
06.2021 - Current
- Manage 28 staff across Fiona Stanley and Fremantle Hospitals to cover all facets of the revenue role
- Coordinate manual and electronic billing processes and procedures
- Developed and implemented revenue systems to maximise revenue opportunities from FSFHG Revenue to SMHS Accounts Receivable
- Manage compliance with regulatory standards and developed education programs for staff
- Central point of contact for revenue-related queries and issue resolution
- Coordinates all activities and operations related to the Fiona Stanley Fremantle Hospital Group Revenue Department
- Monitors staff resource needs, and assists with resource planning, leave coordination, relief, and recruitment activities
- Undertakes performance development activities and participates in performance development planning.
Acting Manager Revenue (HSU 9)
FSFHG
Murdoch, WA
07.2023 - 09.2023
- Manages all aspects of revenue, including billing processes, system development, and revenue maximisation opportunities
- Reviews policies and procedures, coordinates implementation of new practices and manages compliance activities
- Monitors performance, develops KPIs, manages client relationships, and provides guidance on revenue matters
- Prepares revenue-related reports and briefing papers, develops education programs, and serves as a central point of contact for revenue queries
- Coordinates cashier functions, including invoicing, receipt, reconciliation of patient and non-patient revenues, and petty cash management
- Represent the organisation on committees and actively participate in revenue-related projects and reviews
- Commits to undertaking duties in accordance with the WA Health Code of Conduct and SMHS Vision and Values
- Ensures a safe working environment, participates in annual performance development reviews, and supports safe patient care
- Completes mandatory training and performs duties following relevant policies, procedures, and legislative obligations
- Aligns services and practices with National Safety and Quality Health Service Standards and other recognised health standards.
Acting Manager Revenue (HSU 9)
FSFHG
07.2022 - 09.2022
- Manages all aspects of revenue, including billing processes, system development, and revenue maximisation opportunities
- Reviews policies and procedures, coordinates implementation of new practices and manages compliance activities
- Monitors performance, develops KPIs, manages client relationships, and provides guidance on revenue matters
- Prepares revenue-related reports and briefing papers, develops education programs, and serves as a central point of contact for revenue queries
- Coordinates cashier functions, including invoicing, receipt, reconciliation of patient and non-patient revenues, and petty cash management
- Represent the organisation on committees and actively participate in revenue-related projects and reviews
- Commits to undertaking duties in accordance with the WA Health Code of Conduct and SMHS Vision and Values
- Ensures a safe working environment, participates in annual performance development reviews, and supports safe patient care
- Completes mandatory training and performs duties following relevant policies, procedures, and legislative obligations
- Aligns services and practices with National Safety and Quality Health Service Standards and other recognised health standards.
Team Leader Accounts Receivable
SMHS
01.2019 - 01.2021
- Supervises the team, providing support, direction, and training on relevant systems, processes, and workflows
- Monitors workflow and allocates tasks to ensure service levels are maintained
- Supports performance development activities for staff within the team
- Develop plans and support achievements of the team's obligations and objectives
- Responsible for providing Accounts Receivable services for SMHS
- Allocates incoming workloads managed by the telephonic customer contact system
- Monitors and allocates work queues in the electronic data management system
- Liaises with stakeholders, clients, patients, and debtors at all levels
- Undertakes compliance and validation activities
- Monitors quality control initiates corrective action and ensures timely receipting of revenue
- Authorises journal credit adjustments, refunds, debt write-offs, and debt recovery action
- Investigate and respond to complex revenue issues and inquiries
- Participates in the annual review of fees and charges
- Identifies strategies and processes to support quality and service improvements
- Maintains a client focus on service delivery
- Assists in developing plans and systems to support the objectives of SMHS
- Performs quality improvement and performance management activities
- Ensures the provision of a safe working environment and participates in annual performance development reviews
- Supports the delivery of safe patient care and continuous safety and quality improvement activities
- Completes mandatory training and abides by relevant policies, procedures, and legislation.
Health Support Services (HSS) Team Leader Sundry Debtors
01.2012 - 01.2019
Australian Taxation Officer (ATO) Team Coach and Complex Case Officer
APS 4
01.2007 - 01.2012
Australian Taxation Officer (ATO) Business Support
ATO
01.2007 - 01.2008
Education
Master's in Business Administration (In Progress) -
Australian Institute of Management
01.2022
Diploma of Government (Financial Services) -
01.2015
Skills
- Team Supervision
- Work Planning
- Shift Scheduling
- Cash Handling
- Quality Improvement
- Client Service
- Coaching
- Technical Support
- Mentoring
- Overtime Management
- Complaint resolution
- Documentation And Reporting
- Client Support
- Performance Evaluations
- Goal Setting
- Evaluating Employee Work
- Key Performance Indicators
- Work Planning and Prioritization
- Staff Training
- Team motivation
- Attention to Detail
- Team Check-Ins
- Teamwork and Collaboration
- Leadership
- Complex Problem-Solving
- Onboarding and Orientation
- People Management
- Safety processes and procedures
- Performance Improvement
- Giving Constructive Feedback
- Conflict Resolution
- Sales expertise
- Problem-Solving
- Service Level Agreements
- Issue Resolution
- Coaching and Mentoring
- Meeting facilitation
- Analytical Thinking
- Account Management
- Leading Team Meetings
- Overseeing Daily Activities
- Flexible Schedule
- Safety
- SOP Adherence
Leadership Training
- Project Management, 2022
- SMHS Work Health and Safety for Line Managers (Annually)
- Aspiring Leadership, 2020
- Managing Unplanned Leave, 2020
- Communication and Social Intelligence, 2019
- Managing People and Performance, 2019
- Emotional Intelligence, 2016
- Managing Mental Health in the Workplace, 2013
- Dealing with Difficult Situations, 2013
- Leading and Managing Teams, 2012
Accomplishments
- Secured a Women in Business scholarship to complete a master’s in business administration.
- Recognised as the WA Health Oracle system matter expert, providing support and guidance on Oracle 11i and Discover reporting issues.
- Acknowledged by Accounts Receivable Manager, Director, and Chief Financial Officer for significantly reducing SMHS Oracle-aged debt to nothing over 90 days.
- Approved 7000 adjustments within 3 days to meet end-of-financial-year targets.
Current Role
Coordinator Revenue, FSFHG, 06/2021, Present
References
References available upon request.
Timeline
Acting Manager Revenue (HSU 9)
FSFHG
07.2023 - 09.2023
Acting Manager Revenue (HSU 9)
FSFHG
07.2022 - 09.2022
Coordinator Revenue
FSFHG
06.2021 - Current
Team Leader Accounts Receivable
SMHS
01.2019 - 01.2021
Health Support Services (HSS) Team Leader Sundry Debtors
01.2012 - 01.2019
Australian Taxation Officer (ATO) Team Coach and Complex Case Officer
APS 4
01.2007 - 01.2012
Australian Taxation Officer (ATO) Business Support
ATO
01.2007 - 01.2008
Master's in Business Administration (In Progress) -
Australian Institute of Management
Diploma of Government (Financial Services) -
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