Carly Albiez

Key Responsibilities:

• Ensured timely, accurate, and efficient operational and administrative processes across Queensland clinics
• Monitored and tracked clinic debt monthly to maintain financial efficiency
• Lead and drove clinic operations meetings to address operational goals and challenges
• Provided leadership and guidance to Patient and Clinical Administrators at designated clinics
• Delivered performance feedback to team members and escalate issues to the General Manager or COO as needed
• Addressed performance management issues in collaboration with HR
• Lead business and service line efficiencies through quality improvement initiatives
• Liaise with Patient Service and Clinical Administrators to implement process improvements and change initiatives
• Represented the organization in industry networking opportunities to build and maintain professional relationships
• Conducted safe work environment audits and ensure compliance with workplace health and safety regulations
• Provided leadership regarding software, billing systems, and adherence to organizational policies
• Reported operational performance and outcomes to the General Manager

Key Achievements:

• Developed strategic initiatives to increase activity levels, identifying corporate partnerships and introducing allied health to provide holistic patient care
• Redesigned guide to fees and financial consent as a direct result of patient complaints, in consultation with the consumer
• Identified an opportunity to increase revenue by introducing a cancelled IVF cycle fee in line with competitors
• Established effective leadership frameworks, boosting team performance and engagement while driving adherence to software, billing, and policy standards
• Resolved personnel issues promptly, contributing to a positive work environment and enhancing patient satisfaction

Key Responsibilities:

• Built, implemented, and maintained a positive patient experience, utilizing regular satisfaction surveys to gather, interpret, and communicate feedback for continuous improvement
• Fostered a dynamic, innovative culture that consistently delivered exceptional patient care and outcomes
• Led, promoted, and contributed to an effective multidisciplinary team, including doctors, radiation therapists, physicists, engineers, researchers, nurses, and patient services, both at the clinic and practice level
• Led and managed all people management processes, including recruitment and selection (clinical staff excluding doctors), career goal setting, succession planning, performance reviews, and staff management
• Assisted and supported staff in pursuing research and development opportunities
• Designed, planned, and managed efficient workflows to optimize productivity for clinical and patient services staff
• Ensured adequate staffing levels and a proper skill mix to meet operational needs, including managing coverage during staff leave periods
• Led the centre’s accreditation process and contributed to the practice’s NSQHS accreditation, ensuring compliance with all regulatory standards
• Ensured compliance with GenesisCare policies, health and safety requirements, and regulatory obligations, including staff registration, licensing, and mandatory training
• Maintained licensing and adherence to contracts, leases, equipment maintenance, and insurance requirements
• Analysed weekly and monthly activity data, conducted forecasting, reviewed P&L reports, and executed month-end processes and audits
• Oversaw and led the implementation of relevant projects and improvement initiatives, ensuring effective project and change management processes in collaboration with key stakeholders
• Supported and collaborated with business development managers to identify local service gaps, build opportunities for future service provision, and foster key relationships with internal and external stakeholders

Key Achievements:

• Identified, developed and successfully implemented a comprehensive, strategic initiative in partnership with Finance BP, resulting in a60% increase in monthly breast referrals (from10/month to16/month) and a166% increase in simulation activity (from0.6/day to1.6/day)
• Invited to present these outcomes and financial results at the Clinical Leadership meeting in Sydney, March2020
• Coordinated and lead the practice by managing the Operational Excellence portfolio to assist with the improvement of operational performance, efficiency and standardisation across all Queensland sites
• Project lead for successful commissioning and implementation of Varian TB linear accelerator and patient monitoring system (Align RT), with tattoo-free breast implementation
• Achieved a successful result in the2019 NSQHS accreditation survey, with ongoing monitoring of compliance and introduction of quality improvement initiatives
• Successfully manage operating expenses and debts and implement and monitor data-driven operational metrics to increase patient satisfaction, reduce patient wait times, and increase equipment utilisation
• Successfully negotiated ongoing sterilization services with Uniting Care and assisted with drafting of sterilization agreement in conjunction with legal representative
• Coordinated successful QLD Private Head and Neck MDT networking dinner, from conception to now, and acquired private allied health service (speech pathologist and dietician) provider to reduce operational expenses incurred with UnitingCare
• Completed complaints management and project management training

Key Responsibilities:

• Held clinical leadership and management responsibility for a team of20 Pre-Treatment Radiation Therapists across Brisbane and the Sunshine Coast, both on-site and virtually
• Assisted in people management processes, including recruitment, selection, performance management, and grievance resolution for radiation therapist staff
• Supervised the efficient provision of pre-treatment radiotherapy processes across QLD, ensuring the smooth delivery of high-quality, patient-centred services that aligned with best practice indicators in patient care, quality, and safety
• Led the implementation of project initiatives and actively participated in project groups as needed
• Managed staffing resources effectively, maintaining alignment with roster variance models and ensuring coverage during staff leave periods
• Ensured timely reporting and investigation of incidents within required timeframes
• Assisted and supported staff in education, research, and development opportunities, as well as in the implementation of equipment replacement, including training, change management, protocols/procedures, and resourcing
• Collaborated with the multidisciplinary team to support new start guidelines and improve patient booking processes
• Partnered with Radiation Oncologists to ensure the consistent delivery of high-quality patient care

Key Achievements:

• Attended “GROW” leadership program Nov2020 (HFL Leadership)
• As an outcome from this course, I elevated Queensland Pre-Treatment team engagement from39% to75% in12-months, the second highest result in QLD and the highest Pre-Treatment result in Australia2021
• Improved efficiencies by reducing plan adjustment rate from25% Feb2022 to3.4% Nov2022