Bianca Martell

Clinic Operations & Support

• Collaborated with the Practice Manager, Business Manager, Nurse Team Leader, and Directors to support clinic operations and achieve strategic goals
• Provided after-hours support
• Managed office supplies
• Oversaw medical record transfers and medical report requests/invoices
• Supported clinic goals, accreditation, and marketing materials

Medicare & Billing

• Maintained and oversaw billing for Medicare, CDM, TCA, CVC, and procedures
• Oversee batching, sending, and reconciliation of Medicare claims, including adjustments, rejections, and unresolved issues

Staff Management & Culture

• Supported staff culture and morale; promoted a positive work environment and retention
• Coordinated staff rosters using Deputy, including monitoring check-in/out times and locations
• Direct report and training of virtual assistants; monitored daily task completion
• Conducted recruitment: reviewed job ads, held interviews, and onboarded new staff and registrars
• Completed performance reviews and HR paperwork for admin staff

Patient Services & Communication

• Handled patient feedback, complaints, and service improvements
• Managed clinic campaigns, recalls, and appointment settings via AutoMed
• Generated and reviewed Cubiko and POLAR data to support clinic insights and patient engagement
• Created internal resources using Canva

Meetings & Events

• Created agendas and slideshows; presented at admin/clinical meetings and distributed minutes
• Assisted with workplace functions: mid-/end-of-year events, birthdays, catering, and staff celebrations
• Liaised with specialists for event planning and hosting

Gratefully stepped into this maternity leave cover role, where I gained valuable new skills and strengthened my existing expertise - Ultimately leading to my appointment as Second In Charge (2IC) following the role’s completion.

Leadership & Team Management

• Recruited, hired, and trained staff; provided direct supervision, professional development, and ongoing education
• Completed 3-, 6-, and 12-month performance reviews for administrative team members
• Supervised a team of 12 receptionists, 15 doctors, and various allied health professionals
• Created and maintained shift rosters using Deputy
• Handled duties of unavailable staff members when required

Clinic Operations & Compliance

• Managed daily operations, including appointment scheduling, patient record management, and billing
• Developed and updated clinic policies and procedures to support efficiency and compliance
• Assisted with regulatory requirements, including Medicare batching, sending, and exception handling
• Addressed and resolved patient and staff issues in a timely and professional manner
• Assisted with banking tasks, including EFTPOS (Tyro, Square), Medicare cheques, cash handling, spreadsheets, and deposits

Stakeholder Collaboration & Business Support

• Acted as a direct report to the Practice Directors, collaborating closely to achieve clinic goals
• Consulted with healthcare professionals on business decisions and operational improvements
• Provided administrative support to doctors and staff, including billing queries and troubleshooting

Communication & Staff Engagement

• Communicated effectively with staff, patients, and doctors using active listening and interpersonal skills
• Created and presented meeting agendas, presentations, and minutes for clinical, nursing, and reception teams
• Organised group learning sessions and lunches for visiting specialists

Event & Culture Coordination

• Organised and supervised flu and COVID vaccination clinics
• Planned and coordinated internal functions and events, including mid-year/end-of-year functions, birthday celebrations, and staff platters
• Fostered a positive workplace culture through engagement initiatives and team support

Ad Hoc & Administrative Support

• Completed various administrative tasks assigned by directors and doctors as required

Patient Services & Front Desk Management

• Welcomed patients and visitors professionally, providing friendly and knowledgeable assistance
• Acted as the first and last point of contact for patients, representing the clinic with warmth and professionalism
• Scheduled appointments in line with clinic policy, accommodating patient needs where possible
• Triaged high-volume incoming calls and emails, directing enquiries to appropriate personnel
• Addressed and resolved patient concerns or escalated them to management as needed
• Monitored patient access and screening procedures during COVID and post-COVID periods
• Maintained a clean and organised reception area to ensure a positive first impression

Administrative Support & Communication

• Routed internal correspondence, messages, and documents to relevant staff members
• Provided ongoing reception and out-of-hours support to doctors and colleagues
• Monitored appointment schedules for doctors, directors, and allied health professionals
• Assisted with reception shift openings and closings as required

Billing & Records Management

• Managed patient accounts, payments, Tyro receipts, refunds, and end-of-day banking
• Handled importing and exporting of patient medical files and medical reports
• Processed billing for home visits and skin cancer procedures
• Maintained TCA/EPC tracking spreadsheets, correspondence, and liaised with doctors and nurses

Office Operations & Supplies

• Ordered and distributed office supplies
• Organised catering for clinic lunches and director meetings

Sales & Customer Engagement

• Met with customers to identify needs, offer tailored solutions, and close sales
• Built and maintained a consistent sales portfolio to support long-term business growth
• Generated new leads through networking and attendance at industry events
• Negotiated contracts and developed strong relationships with key clients
• Represented nationwide charities through face-to-face campaign work

Customer Service & Problem Resolution

• Handled customer complaints and facilitated positive resolutions
• Maintained strong community and customer relationships to drive loyalty and satisfaction

Team Support & Performance

• Trained and mentored new sales representatives
• Attended monthly sales meetings and quarterly training sessions to improve performance
• Met and exceeded weekly KPIs in a fast-paced, target-driven environment
• Worked independently, managing daily tasks and business decisions effectively

Customer Support & Resolution

• Provided professional and courteous support to both internal and external customers
• Responded to product, service, and account inquiries via phone and email in a timely manner
• Clarified customer concerns, identified root causes, and resolved complaints promptly
• Offered tailored advice and assistance, considering individual customer needs and preferences
• Processed customer orders efficiently to improve satisfaction and reduce wait times
• Maintained prompt response times for emails and client orders

Complaint Management & Service Recovery

• Addressed customer complaints with effective, timely solutions to improve satisfaction
• Analyzed customer service trends to identify areas for improvement and provided feedback to management
• Implemented service improvement initiatives to reduce delays and enhance overall customer experience

Sales Support & Strategy

• Applied basic sales techniques to engage customers and recommend suitable solutions
• Maintained and updated customer records, files, and databases to ensure accurate tracking
• Responded to product and service inquiries to support business growth

Teamwork & Internal Communication

• Participated in team meetings and training sessions to stay informed on updates and policies
• Encouraged a positive and effective team environment in alignment with company policies and procedures

Production & Assembly

• Assembled products according to daily work orders and specific customer requirements
• Set up and broke down production equipment based on job specifications
• Unloaded and loaded items from conveyors and machinery efficiently and safely
• Packaged finished goods for shipment and loaded them onto outbound trucks
• Moved assembled components to storage for future processing or dispatch

Quality Control & Safety

• Inspected materials before assembly to ensure compliance with quality standards
• Followed strict quality control procedures to meet high product standards
• Weighed and measured items accurately to reduce waste and maintain consistency
• Worked with a variety of materials and components while adhering to safety guidelines
• Maintained a clean and hazard-free work area to support team productivity and safety

Machinery & Equipment Handling

• Maintained and cleaned machinery regularly to prevent malfunctions and production delays
• Demonstrated correct equipment use to new employees to ensure safety and efficiency
• Read and followed production documentation to produce high-quality results

Team Support & Development

• Assisted production team with restocking supplies and general support tasks
• Participated in training sessions to enhance skills and stay updated on processes