Carli Higgins

• Practice Manager of: Urgent Care Clinic (UCC), Priority Care Clinic (PCC), Care Plan Nurse (CDM), Treatment Room, GP Clinic, Allied Clinic
• Managed daily operations of multi-site medical practice, overseeing staffing, financials, patient flow, and administrative functions to enhance overall practice performance
• Developed and implemented policies, procedures, and training programs ensuring compliance and operational efficiency across all practice sites
• Supervised, recruited, trained, and evaluated clinical and administrative staff, providing coaching and performance feedback
• Collaborated with physicians, IT, and leadership to enhance service delivery and implement EMR systems
• Coordinated patient care services and resolved patient concerns, resulting in improved patient satisfaction and streamlined workflow
• Ensured compliance with healthcare regulations, safety standards, and quality assurance requirements
• Analyzed financial data, managed budgets, and implemented cost-saving strategies to improve profitability
• Facilitated communication across departments and with external partners, including hospitals and healthcare networks
• Supported audits, negotiated vendor contracts, and contributed to strategic planning and business growth initiatives
• Resolved customer issues with knowledgeable and friendly service.
• Assessed customer needs quickly in a fast-paced environment.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• AGPAL Accreditation Practice audit, pass 100% no corrective actions 2026

• Greeted patients and managed high-volume phone line, efficiently handling bookings, rescheduling, and general enquiries to enhance patient experience
• Scheduled appointments for various treatments (ROP, RCT, crowns, restorations) and coordinated adjustments based on provider availability to optimize scheduling
• Opened and closed the practice, ensuring smooth daily operations and adherence to COVID-19 safety protocols
• Processed payments via EFTPOS, HICAPS, and cash, and completed end-of-day financial reconciliation
• Educated patients on treatment plans, ensuring clear understanding prior to departure
• Managed Medicare CDBS billing and eligibility checks for pediatric patients
• Coordinated specialist referrals, prioritizing requests and utilizing referral systems to streamline patient access to necessary care
• Maintained accurate documentation through scanning, reporting, and meeting minutes
• Led and participated in daily team huddles and supported training and onboarding of new staff
• Supported sterilisation and clinical teams with end-of-day procedures
• Managed tasks autonomously in short-staffed situations, prioritising tasks effectively
• Utilised D4W and Romexis systems to manage patient records and workflows

• Coordinated staff schedules, delegated tasks, and supported daily clinic operations to ensure efficiency
• Supervised staff performance, conducted reviews, approved timesheets, and supported training and recruitment
• Managed high-volume enquiries, patient bookings (ATS/EPAS), and clinic opening/closing procedures
• Processed Medicare, private, and health fund billing using Practix, including reconciliation, reporting, and compliance checks
• Maintained accurate patient, referral, and financial records, including batch processing and EFT reporting
• Supported doctors with scheduling, template setup, and prioritisation of clinical requests
• Managed clinic changes, closures, and patient relocations with minimal disruption
• Resolved operational issues in a high-pressure environment while maintaining service quality
• Worked flexibly, including on-call and additional shifts, to support staffing needs

Key Achievements:

• Migrated 500+ patient records with zero data loss during major clinic closure transition
• Established a new Haematology clinic, including system setup, bookings, and Medicare coordination
• Trained 5 staff in EPAS within two weeks, enabling independent clinic operations

• Entered and maintained accurate patient information and records within ATS database
• Scheduled patient appointments, including specialised procedures such as bone marrow biopsies
• Provided reception services, managing phone enquiries and front desk patient interactions
• Prepared daily clinic lists by retrieving patient files to ensure efficient workflow
• Processed Medicare billing using Practix, ensuring accuracy of referral and patient details, and completed end-of-day reconciliation
• Coordinated diagnostic scans and followed up on pathology results to support patient care
• Prioritised and actioned doctors’ requests in a timely manner
• Managed multiple tasks in a fast-paced environment, ensuring efficiency and attention to detail
• Performed opening and closing procedures, ensuring clinic systems were fully operational