Carlene Sgro
Taylors Lakes,Australia
Summary
Results-driven healthcare operations and practice management professional specializing in general practice administration, team leadership, and workflow management. Developed efficient processes and supported multidisciplinary teams to enhance patient and clinician experiences. Committed to continuous improvement in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Practice Manager
Active Medical
Caroline Springs, VIC
01.2016 - Current
- Led daily operations of busy medical practice, managing multidisciplinary team of healthcare professionals, reception staff, nurses, and contractors to ensure effective service delivery.
- Oversaw scheduling of rosters, patient flow, billing, HR, payroll, recruitment, conflict resolution, and stock orders to maintain seamless service delivery in high-pressure environment.
- Develop and implement procedures to improve efficiency, enhance patient experience, and maintain high standards of care.
- Trained team members and managed performance to foster positive team culture and enhance team effectiveness.
Team Leader/Medical Administration Assistant
Active Medical
01.2016 - 08.2023
- Coordinated bookings and transfer of medical records, managed appointment book processes, and prepared clinics by liaising with patients, referrers, health care providers, and third-party agencies.
- Handled correspondence and patient enquiries, answered incoming calls, made appointments for multiple patients on a 14-phone line system, and processed Medicare billings, arrears, and third-party subpoenas and medical requests.
- Resolved unresolved account issues for third-party and private accounts, organized GP appointment books, and trained staff on computer-based systems.
- Organising contractors, Opening and closing of clinic, Rosters, Payments and customer service.
Medical Receptionist
Southbank Medical Clinic
Southbank
11.2014 - 12.2015
- Answered incoming calls, maintained confidentiality, managed payments and cash handling, transferred medical records, and assisted patients with completing necessary medical forms and documentation.
- Verified patient insurance, demographics, and health history to ensure accuracy and compliance.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Education
Diploma - Counselling
Australian Institute of Professional Counsellors
Online11-2028
Certificate 3 And IV - Frontline Management/Business
Victorian University
Sunshine, VIC12-2012
No Degree - VCE
Catholic Regional College
Sydenham, VIC12-2001
Bachelor of Science - Psychology
Swinburne University of Technology
Melbourne, VICSkills
- Healthcare administration
- Financial management
- Operations oversight
- Workflow management
- Staff oversight
- People Management
- Performance training
- Continuous improvement
- Team leadership
- Customer service
- Conflict resolution
- Problem-Solving
- Attention to Detail
- Teamwork and Collaboration
- Staff development
Certification
- Certificate 3 in Business Management
- Certificate IV in Frontline Management
Accomplishments
- Attended a Masterclass for medical receptionist and Administrative Staff
- Infection Control Orientation- Indirect patient contact course
- Attended a Refugee Health Study Day
- Completion of My Health Record in General Practice
- Certificate of Achievement in Hand Hygiene
- Participated in the professional development at Foundation House
Hobbies and Interests
- Listening to music
- Reading
- Movies
- Tennis
- AFL
- Enjoying good food and wine
- Keeping a Happy, Active and Healthy Lifestyle
- Meditation
Timeline
Practice Manager
Active Medical
01.2016 - Current
Team Leader/Medical Administration Assistant
Active Medical
01.2016 - 08.2023
Medical Receptionist
Southbank Medical Clinic
11.2014 - 12.2015
Diploma - Counselling
Australian Institute of Professional Counsellors
Certificate 3 And IV - Frontline Management/Business
Victorian University
No Degree - VCE
Catholic Regional College
Bachelor of Science - Psychology
Swinburne University of Technology