Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Angelique Bouras

Balwyn North,VIC

Summary

Experienced and results driven professional with a proven track record of customer service and Management at the Emergency Department, Alfred Health. Adept at fostering positive customer experiences through communication and problem solving skills. Demonstrated to lead and motivate a large team of admin staff. Aiming to always be optimistic in a diverse team, optimise operational efficiency and exceed KPI's. Known for strong dedication to patient satisfaction and continuous improvement. I am seeking to grow within my expertise in health care environment to drive excellence and deliver exceptional service.

Overview

11
11
years of professional experience

Work History

Patient Liason Officer

Alfred Health
Melbourne , VIC
12.2023 - Current
  • running daily reports and prioritizing tasks
  • answering phone calls and enquiries
  • Lodging TAC and Workover Claims; discussing with patient and patients families the processes of lodging claims and also having difficult conversations.
  • Funding money for the hospital such as using customer service skills to patients on the ward who have private health insurance.
  • reporting back to Team Leader for any difficult situations
  • data reporting at the end of the day of the tasks completed and submitted online.
  • Participated in regular meetings with upper management regarding progress updates on current initiatives.

Clerical Team Leader

Alfred Health
09.2022 - 11.2023
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Maintained database systems to track and analyze operational data.
  • Established clear expectations for employees, providing guidance when needed.

Ward Clerk, Emergency Department

Alfred Health
04.2019 - 09.2022
  • Patient Administration, using hospital software's to conduct admissions, transfers and discharges off patient board.
  • Answered multi-line phone systems to manage incoming and outgoing calls for busy Emergency department.
  • Assisting with fellow colleagues such as nurses and Doctors; able to assist with tasks to help with patient care.
    Such as follow up of medical request from different hospitals.



Customer Service Cashier

Family Business
01.2013 - 12.2019
  • Assisted co-workers with tasks as needed to ensure smooth operations of the store.
  • Answered phone calls to assist customers with questions and orders.
  • Recommended, selected, located, and obtained products to meet customer needs.
  • Maintained work area and kept cash drawer organized.
  • Resolved customer complaints in a professional manner.
  • Collected credit card and cash payments to complete transactions for customer orders.
  • Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.

Education

Diploma - Diploma of Nursing

Box Hill Institute of TAFE
Melbourne, VIC
12.2019

VCE- Year 12

Methodist Ladies College
Kew, VIC
11.2016

Skills

  • People Management
  • Staff Management
  • Customer Service
  • Supervision and team management
  • Operational and Workflow Management of the department
  • Recruitment
  • Training new staff members
  • Leading Team Meetings
  • Conflict Resolution
  • Performance Management

References

Caitlin Wroblewski

Associate Nurse Manager, Workforce Manager Emergency Department

0421 671 452

c.wroblewski@alfred.org.au

Timeline

Patient Liason Officer

Alfred Health
12.2023 - Current

Clerical Team Leader

Alfred Health
09.2022 - 11.2023

Ward Clerk, Emergency Department

Alfred Health
04.2019 - 09.2022

Customer Service Cashier

Family Business
01.2013 - 12.2019

Diploma - Diploma of Nursing

Box Hill Institute of TAFE

VCE- Year 12

Methodist Ladies College

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Angelique Bouras