ANNA HIGGINS
Springfield Lakes
Summary
Experienced in managing complex environments, this dedicated facility operations professional consistently achieves high-quality results. The focus is on promoting team collaboration and ensuring operational efficiency and success in the face of changing needs. With a strong proficiency in resource allocation and safety compliance, a reliable approach to overcoming challenges is offered. Proactive issue resolution skills and enforcement of safe practices among personnel demonstrate a proven aptitude for maintaining a secure and productive work environment.
Overview
19
19
years of professional experience
Work History
Facility Operations Manager
Serco ASPAC
01.2023 - 03.2025
- Responsible for the management of operational requirements, ensuring procedures are followed and adhered to, also ensuring the safety and security of staff, stakeholders persons in detention and BIDC (Brisbane Immigration Detention Centre)
- To ensure staff have the knowledge of operational requirements and update any changes in procedure
- Have rapid thinking and problem-solving skills to achieve a stable detention environment
- Generate rosters and leave management
- Ensure all payroll timesheets are correct and approved for each pay cycle
- Staff management and conflict resolution
- Implement performance management where required
- Ensure all reporting is conducted within timeframe, clear, concise and comprehendible and ensure compliance is adhered to
- Creating Behavioural Management Plans
- Implementing Psychological Support Programs
- Take part in operational meetings with Australian Border Force, Home Affairs and Senior Management teams, inputting valuable and relevant information to assist in decision making across all stakeholders
- Hold discussions with persons in detention, complaint resolution, provide information for seeking assistance
- Complaint investigations
- Intel reporting
- Attending emergency codes, providing immediate support followed by debriefs
Detainee Service Officer
Serco ASPAC
03.2022 - 01.2023
- Ensure safety and security of persons in detention
- Always maintain situational awareness
- Follow all operational post orders ensuring standard operating procedures are followed
- Conduct regular welfare checks, identifying any concerns or potential issues
- Create clear and concise reports, following reporting guidelines
- Building rapport with persons in detention by engaging and using active listening to identify areas of concern
- Great de-escalation skills
- Build great working relationships with stakeholders
- Identify changes in behaviours and routines
- Respond to emergency codes in a timely manner
- Excellent team player and the ability to work autonomously
- Experienced as a control room operator
Administration Manager
ICON Cancer Centre
05.2021 - 03.2022
- Supervised a team of administrative professionals, providing guidance, support, and constructive feedback to ensure high-quality service delivery, ensuring our radiation treatment centre, radiation oncology suites and medical oncology suites ran efficiently and effectively whilst providing support and resources to the Drs and VMO’s
- Ensuring patients are booked in with Radiation Oncologists and Medical Oncologists in a timely manner, providing informed financial consent, daily billing, actioning medical reports and results directly to treating Drs
- My role included liaising with Radiation Therapists, Nursing and other areas within the hospital facility, communicating with our other sites and head office departments
- My duties also included, rostering, managing leave, looking after the wellbeing of staff members, performance management, training new staff, implementing new policies and procedures, identifying ways of improving productivity and performance
- In addition to this I was responsible for weekly billing, Medicare claim issues, batch claiming to health funds and third parties, debt collection, banking and reconciliation
- Reason for Leaving: Change in career pathway
Talent Acquisition Officer (Graduate Nursing Recruitment)
Ramsay Health Care National HR
09.2019 - 05.2021
- Responsible for national Graduate recruitment, my role involved creating national campaigns and the onboarding of our Graduate Nurses across Australia.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Required to perform background checks on potential candidates and ensure all legal documentation is captured.
- This role was a high-volume role, which incorporated a high level of time management skills, attention to detail, knowledge of enterprise agreements and awards and ensuring deadlines were met.
- Excellent communication skills are a must not only for dealing with key stakeholders and graduate applicants but also for conducting webinars to train our Educators in the use of the MyRecruit system.
- It was also a role for identifying change and adapting new processes to create a smooth efficient recruitment process.
Admissions Coordinator
Ramsay Health - Greenslopes Private Hospital
09.2018 - 09.2019
- Responsible for the day-to-day management of Admissions staff for 9 areas within the hospital consisting of Gastroenterology, Day Oncology, Outpatients Clinic, Rehabilitation Unit, Day Rehab, KPU-Psychiatric Unit, Intensive Care, Coronary Care, Florence Syer Unit (Mental Health) - Nursing Home and Medical Ward
- Focusing on operational needs, staffing needs and recruitment, reporting on unit requirements, and monthly reporting for Specialists
- Implementing new processes, liaise with key personnel, conducting interviews, manage and create rosters, conduct staff meetings, maximising productivity and staff training
- Maternity Contract
Roster/Staffing Coordinator
Ramsay Health - Greenslopes Private Hospital
09.2017 - 09.2018
- Preparation of monthly rotating rosters for up to 150 staff, ensuring multiple areas requiring administration staff are adequately covered.
- Handling sick leave, holiday leave and unplanned absences to ensure the needs of the business are met and the welfare of staff is maintained, whilst keeping departments running efficiently.
- Inputting changes into the payroll system and ensuring hours are correct for each individual staff member and allocated to the correct cost centres before fortnightly pay locking.
- This role requires immense attention to detail, time management skills, the ability to multi-task, make quick and precise decisions, communicate effectively with multiple departments across the hospital and coordinate staff movements.
Main Reception Admissions Secretary
Ramsay Health - Greenslopes Private Hospital
04.2017 - 09.2017
- Patient admissions to hospital both planned and unplanned via the main reception desk
- To liaise with Drs Secretaries or directly with the admitting Doctors
- Ensure all areas of the hospital are aware of the movement of patients and patient information
- Exceptional customer service skills are key in this role due to a high volume of patient and family enquiries and equally whilst liaising with Specialists, third parties, and other medical staff internally and externally
- Confidentiality of information is a must
- Other tasks involved on main reception is the daily preparation of patient charts for expected admissions via Day Surgery Lounge for the next 7 days, it is essential that all corresponding paperwork, referrals, and care paths are present and correct and filed into the corresponding chart, attention to detail is of immense importance
- Being at the forefront of the hospital it is essential to be aware of the surroundings as at times we are to put a met call out for medical emergencies that can occur quite suddenly and escalate rapidly
- Daily housekeeping is conducted by all members of the team as is the ordering and replacement of stationery and equipment
- Cash handling for patients wishing to pay accounts is a requirement for all team members and each staff member is responsible for their daily float and balancing at the end of their shift
- Having had experience in other departments such as Informed Financial Consent and as a Patient Accounts Billing Officer and Collector I have been able to assist with enquiries relating to accounts and Health Insurance information which has been extremely advantageous
Billing Officer
Ramsay Health - Greenslopes Private Hospital
02.2013 - 01.2017
- This role involved the billing and collection of all DVA accounts, including both DVA and patient portions
- I looked after all mainstream hospital admission accounts for DVA, including KPU (Psychiatric Unit) and FSU (Nursing Home patients)
- This requires liaising with families, public trustees, social workers and doctors
- It also requires significant interaction with DVA and Medicare directly; with the Revenue Management Group (contract negotiations) and dealing with enquiries from senior management
- In my day-to-day work there is great emphasis on attention to detail as there is lots of data-entry, cross- checking, trouble- shooting, identifying problems and appropriate solutions, and ensuring that all approvals are in place
- I am also required to make judgments for write-offs where appropriate and manage DVA refunds
- This role is complex and at times can be very challenging
- Level 5 Billing Officer – 4 Years
IFC Officer
Greenslopes Private Hospital
03.2010 - 02.2013
- Perform health fund checks for various health funds via the web and verbally with health fund consultants
- Ensuring accurate estimates for self-funded patients and providing this information to patients and doctors rooms
- Giving clear and correct informed financial consent, to ensure the patients full understanding of financial obligations by providing excellent customer service - with the ability to be empathetic whilst being professional
- The role involved handling sensitive and personal information for patients which required me to help patients feel at ease with their hospital stay at a stressful time; this may have been whilst discussing matters over the telephone or in a face-to-face environment
- Additionally, liaising with hospital departments making sure there was clear communication between staff members and participating in staff meetings
- I also played an active role in the training and support of new staff members including the learning and teaching of new programs to perform duties of the role
- This also required having a strong working knowledge of our internal Meditech system
- Level 4 IFC Officer – 3 Years
Customer Resolution Consultant
MBF/ BUPA Contact Centre
07.2008 - 03.2010
- Handling of inbound calls to resolve issues that were directed from Customer Service Consultants to problem solve and find a solution (both Retail and Corporate customers), including liaising with many other departments
- This role involved using my own initiative and making decisions based on account information and, where needed, case management of the more complex issues in a realistic time frame
- This was a high customer focused environment which required the handling of sensitive and personal information relating to customer enquiries, provided by the customers themselves or when conducting hospital checks
- Level 3 Customer Resolution Consultant – 2 Years
- Reason for Leaving: To expand my knowledge and experience working within a highly successful private health care organisation
Hairdresser
Webster & Wood Hair Salon
10.2006 - 06.2008
- 4th Year Hairdresser – 2 Years
Education
Certificate III - Correctional Practise
Certificate III - Immigration Detention Operations
Certificate 3 - Hairdressing
Brisbane School of Hairdressing
GCSEs - English Literature & Language, Maths, Sociology, History, Psychology & Science
Rotherham College of the Arts
NVQ level 2 - Information Technology
Thomas Rotherham College
General Secondary Education; Diploma - Healthcare & Protective Services
Wickersley Comprehensive School
Skills
- Strong written and verbal communication
- Analytical decision analysis
- Effective negotiation skills
- Effective teaching skills
- Collaborative partnership builder
- Effective time management
- Analytical reporting
- Proficient in office management
- Incident reporting
Timeline
Facility Operations Manager
Serco ASPAC
01.2023 - 03.2025
Detainee Service Officer
Serco ASPAC
03.2022 - 01.2023
Administration Manager
ICON Cancer Centre
05.2021 - 03.2022
Talent Acquisition Officer (Graduate Nursing Recruitment)
Ramsay Health Care National HR
09.2019 - 05.2021
Admissions Coordinator
Ramsay Health - Greenslopes Private Hospital
09.2018 - 09.2019
Roster/Staffing Coordinator
Ramsay Health - Greenslopes Private Hospital
09.2017 - 09.2018
Main Reception Admissions Secretary
Ramsay Health - Greenslopes Private Hospital
04.2017 - 09.2017
Billing Officer
Ramsay Health - Greenslopes Private Hospital
02.2013 - 01.2017
IFC Officer
Greenslopes Private Hospital
03.2010 - 02.2013
Customer Resolution Consultant
MBF/ BUPA Contact Centre
07.2008 - 03.2010
Hairdresser
Webster & Wood Hair Salon
10.2006 - 06.2008
Certificate III - Immigration Detention Operations
Certificate 3 - Hairdressing
Brisbane School of Hairdressing
GCSEs - English Literature & Language, Maths, Sociology, History, Psychology & Science
Rotherham College of the Arts
NVQ level 2 - Information Technology
Thomas Rotherham College
General Secondary Education; Diploma - Healthcare & Protective Services
Wickersley Comprehensive School
Certificate III - Correctional Practise
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