Amanda Morgan

In this busy practice I have a range of responsibilities. On my arrival the practice was very inefficiently run. The workload was too excessive for current staffing capabilities —mostly due to cumbersome procedures and system errors from incorrect use of software. Over time I have implemented changes which have allowed the backlog to be dealt with and the incoming work to be managed in a timely manner.

In addition to performing all daily reception tasks I also

• Created and mange the company website which also integrates various business that utilise the building.
• Oversee financial reporting and invoicing of sessional suites.
• Provide outstanding support to staff which helped improve process flow and boost efficiency.
• Address and remedy all patient and team member issues.
• Order all office and medical supplies and keep check on inventory levels.
• Develop policies and procedures for effective practice management.
• Consult with healthcare professionals on business decisions.
• Have negotiated client contract renewals to create increased revenue.

5D Clinics is a busy radiation oncology treatment clinic where I had several key responsibilities. Given the serious nature of their diagnosis’ I believe building a good rapport is paramount to helping patients feel more comfortable in any interaction we have with them.

Duties included

• Scheduling future follow up appointments while ensuring imaging and pathology requests are attached.
• Processing payments and lodging Medicare claims for patients.
• Retrieving results for patient’s upcoming appointments and liaising with pathology labs and imaging clinics.
• Ensuring current referrals are in date, while also receiving new patient referrals for registration and collating their results for the radiation oncologists.
• Assisting with telephone enquiries and directing to the clinical team where necessary.
• Collaborating with the specialist rooms for patients needing multiple procedures and/or treatments.
• Formatting and sending outbound correspondence to referring Doctor's and also initiating outgoing referrals.
• Actioning incoming emails and faxes.
• Helping patients complete necessary medical forms and documentation, ensuring all information was current.
• Ensuring the waiting area was always neat & tidy.

I was responsible for the general day to day running of the reception area. The primary role comprised of patient care:

• Booking and confirming patient dental appointments,
• Organising health insurance claims & quotes, processing gap payments,
• Tending to telephone and email enquiries
• Liaising with Dentists, nurses and dental labs to ensure smooth running of the practice.
• Multitasking and prioritising tasks to ensure patient care/experience was excellent.
• I developed skills in their aging dental operating system and adapted the use of the system to more user friendly functions, streamlining the estimate and treatment plan appointment booking process.

In addition to my daily tasks I was given responsibility of ensuring the practice received accreditation from the ADA.

I also implemented an easier stock ordering process for all staff, allowing lowering stock levels to be assessed thus ensuring items were ordered and received prior to running out of necessary equipment.

Similar to my other dental roles I was responsible for the general day to day running of the reception area however my skill set was also utilised for reports and marketing. My knowledge of the D4W program assisted my employer with data to use for special offers. I also managed the recall reports for patient routine care. My experience in the role and systems knowledge also had me train new staff and implement systems or process changes to existing staff.

I performed the general day to day front office duties. However my employer also entrusted me to manage the database of patients. Their system had over time accumulated a lot of old inactive records and was required to ensure the information kept was relevant.

• Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
• Scheduled, rescheduled, and cancelled appointments for dental patients.
• Provided excellent customer service to create positive experiences and build patient trust.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
• Helped patients complete necessary medical forms and documentation.
• Completed new patient registrations in software to create accurate and comprehensive records.
• Completed patient referrals to other medical specialists.
• Understood dental terminology and insurance breakdowns to communicate with patients.
• Completed all business banking.

• Maintained payroll information by calculating, collecting, and entering data.
• Answered high volume of phone calls and email inquiries.
• Maintained physical and computer-based filing systems.
• Assisted with document scanning and imaging projects to support accurate file back-up.
• Adhoc reception/administrative duties as requested by GM or senior office staff.
• Assisted with data entry and administrative support tasks to help meet team goals.

After my redundancy from Telstra (site closure) I chose to spend some time at home with my then two young children.

I undertook volunteer work with the local playgroup & primary school including being a Committee Member and Treasurer.

Throughout my career at Telstra I was employed in a number of roles. Commencing as a Customer Service Representative and escalating to management roles due to consistently high performance. From 1999 to 2008 I began taking on more complex responsibilities due to my reputation for exceptional service delivery and in acknowledgment of my ability to consistently meet stringent timeframes. I was elevated to training, mentoring and complaints management roles throughout my time at Telstra.

• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Excellent communication skills, both verbal and written.
• Proved successful working within tight deadlines and a fast-paced environment.