Summary
Overview
Work History
Education
Skills
Timeline
Generic

Courtney Thomson

Queenstown

Summary

Dependable, warm and passionate medical receptionist lead with over 5-years experience in the medical administration sector. My experience encompasses management of administration tasks, effective liaison with external stakeholders, proficient handling of inbound and outbound email and phone communications, and successful resolution of client concerns. I am confident that my skill set seamlessly transitions into the travel and tourism industry. My background uniquely qualifies me to excel in diverse administrative responsibilities, including providing comprehensive travel and travel insurance advice, executing up-selling and sales strategies, maintaining proactive stakeholder communication, achieving targets and KPIs, and ensuring end-to-end client satisfaction.


Overview

5
5
years of professional experience

Work History

Lead Receptionist/Administrator

Mountain Lakes Medical Centre
10.2023 - Current
  • Managing documents and implementing an updated filing system that allowed for easy document retrieval while adhering to confidentiality requirements.
  • Collected and processed billing documents to meet organizational standards.
  • Managed high-volume phone and email correspondence, providing prompt support to customers and stakeholders.
  • Appointment coordination, scheduling and confirming patient appointments with a focus on upholding rigorous standards.
  • Oversaw front office operations, including customer service, appointment management, billing, and administration.
  • Accurately managed physicians' calendars for optimal scheduling.
  • Ordered and maintained hospital stationery supplies.
  • Processed referrals and organized patient information.
  • Coordinated day-to-day running of patient consultation clinics.
  • Stakeholder Engagement including engaging with patients, physicians, billing/finance departments, hospital/clinic management, insurance companies, referring doctors, external clinics, and suppliers/vendors.
  • Demonstrated daily efficiency with Microsoft Office applications.
  • Drafted and distributed various external communications on behalf of the practice.
  • Applied de-escalation procedures and implemented effective complaints management procedures.
  • Provided coaching and training to reception staff on task procedures to ensure high operational standards.
  • Maintained patient records and efficiently handled reports, invoices, and other documentation.
  • Scheduled office meetings and client appointments for staff teams.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Screened visitors and issued badges to maintain safety and security.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Supported management with accurate data entry, report generation, and record-keeping tasks to ensure smooth daily operations.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Worked well in a team setting, providing support and guidance.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Learned and adapted quickly to new technology and software applications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Supported practice growth by promoting available services through marketing materials displayed in the reception area or provided during phone conversations with prospective clients.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Contributed to the reduction of no-shows by sending appointment reminders via phone or email as per patient preferences.
  • Received and routed laboratory results to correct clinical staff members.

Medical Secretary

Te whatu Ora Southern
10.2022 - 10.2023
  • Scheduled and confirmed patient consultations.
  • Managed front office tasks encompassing customer service, appointment coordination, billing, and administration.
  • Organised physicians' calendars for seamless scheduling.
  • Supply Chain Oversight and coordinating orders for the hospital.
  • Referral Processing and organising patient information
  • Clinic Operations and conducting day-to-day preparation and management of patient consultation clinics.
  • Facilitated timely referrals to specialists by obtaining necessary authorizations from insurance companies.
  • Facilitated new patient prescriptions, refills and prescription pre-authorisations.
  • Assisted with medical coding and billing tasks.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Increased office efficiency with thorough management of medical records, ensuring accuracy and accessibility for all staff members.
  • Enhanced office productivity by handling high volume of callers per day.

Hospital Administrator

Te Whatu Ora Southern
01.2022 - 10.2023
  • Addressed customer inquiries over phone and email, ensuring positive patient-provider relationships.
  • Managed and monitored inventory and office stock, assessed supply levels, and maintained inventory.
  • Managed incoming calls, took messages, and redirected calls as needed.
  • Coordinated reception duties for the Emergency Department (ED) Reception
  • Handled front desk responsibilities at the main reception area.
  • Assisted in billing procedures and billing support
  • Submitted and processed ACC (Accident Compensation Corporation) claims.
  • Patient Information Handling and gathered patient details, created NHI (National Health Index) numbers.
  • Managing records and processing requests for patient records, ensuring accurate submission of forms and IDs.
  • Represented office during board and community meetings, delivering supporting information and announcing new facility programs and initiatives.
  • Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.
  • Negotiated contracts with vendors to secure competitive pricing on medical supplies and equipment, reducing expenses while maintaining quality standards.
  • Maintained up-to-date information in electronic medical records software.
  • Mentored junior administrators, providing guidance on effective management techniques and tools for success in their roles within the organization.

Medical Receptionist

K'Road Medical Centre
09.2020 - 01.2022
  • Gathered and handled patient information, processed registration paperwork, and facilitated payment collection.
  • Collaborated and coordinated IT support, Medtech, and Procare as needed.
  • Assisted accounting by reconciling daily payment charges and maintaining accurate records.
  • Fostered a positive environment by maintaining tidy reception areas and providing prompt greetings.
  • Received, answered, and responded to telephone calls.
  • Managed patient recall procedures.
  • Handled conflicts calmly and effectively.
  • Organised and maintained patient chart filing system to promote quick data finding for staff.
  • Processed medical insurance claims and payments.
  • Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Increased efficiency in prescription refill requests by coordinating with pharmacies and obtaining necessary provider approvals promptly.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.

Receptionist/Clinical Assistant

Sapphire Appearance Medicine Clinic/ Auckland Central Medical and Health, Centre
04.2019 - 02.2020
  • Scheduled appointments in Medtech32 and managed repeating prescriptions.
  • Efficiently scheduled upcoming meetings.
  • Monitored and restocked vaccines, medication, and medical equipment.
  • Gathered patient information, processed registration paperwork, and facilitated payment collection.
  • Verified patients' insurance coverage to assist with billing.
  • Supported physicians by smoothing procedures, passing instruments, and addressing routine patient questions.
  • Utilized Autoclave for the sterilization of all medical instruments.
  • Prepared and assisted in Hair Transplantation procedures and provided assistance during minor surgeries.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.

3IC

Glassons
01.2019 - 04.2019
  • Cultivated and sustained strong customer loyalty by delivering consistently outstanding sales experiences, complemented by friendly and knowledgeable support.
  • Upheld high levels of customer satisfaction by promptly resolving issues and proactively offering assistance, ensuring a positive shopping experience by maintaining a professional demeanour by staying calm
  • Collaborated seamlessly with team members to meet daily demands, fostering a cooperative and productive work environment that contributed to overall store success.
  • Developed and nurtured solid relationships with both colleagues and customers, creating a positive and welcoming atmosphere within the store.
  • Ensured customer contentment through efficient handling of payment processing and coordination of delivery services, guaranteeing a smooth and hassle-free transaction process.
  • Maintained open communication channels with managers via email, actively participating in discussions on daily targets, celebrating achievements, and suggesting ways to enhance operational efficiency.
  • Assumed responsibility for monitoring fitting rooms, ensuring a clean and organized space for customers and assisting with any fitting-related inquiries.
  • Executed end-of-day procedures, including meticulous counting of tills and accurate banking transactions.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Increased sales by implementing effective merchandising strategies and managing store inventory.
  • Very strong knowledge fashion clothing and retail, consistently providing customers with informed and up-to-the-minute style guidance and advise, fostering trust and driving sales.
  • Maintained store cleanliness, organised inventory, and ensured orderly store areas.
  • Engaged confidently and politely with customers and served them.
  • Exhibited flexibility by working overtime and covering last-minute shifts.
  • Managed store operations, including opening, closing, and cash handling.

Education

Dive Master -

Crystal Dive Centre
06.2020

High School Certificate -

Henry Kendall High School
10.2014

Skills

  • Proficient in procedural preparations, encompassing supply restocking, front desk operations, and medical billing, showcasing a systematic approach to administrative tasks
  • Targets/KPI's
  • Adept in telephone etiquette and effective verbal and written communication, ensuring seamless interactions with clients, colleagues, and stakeholders
  • Technologically savvy with a demonstrated ability to leverage various tools and platforms to enhance operational efficiency
  • Exceptional people skills and a customer service orientation, contributing to positive interactions and a client-centric approach
  • Excellent written and verbal communication skills
  • Coaching and mentoring
  • Conflict resolution, feedback management and stakeholder engagement

Timeline

Lead Receptionist/Administrator

Mountain Lakes Medical Centre
10.2023 - Current

Medical Secretary

Te whatu Ora Southern
10.2022 - 10.2023

Hospital Administrator

Te Whatu Ora Southern
01.2022 - 10.2023

Medical Receptionist

K'Road Medical Centre
09.2020 - 01.2022

Receptionist/Clinical Assistant

Sapphire Appearance Medicine Clinic/ Auckland Central Medical and Health, Centre
04.2019 - 02.2020

3IC

Glassons
01.2019 - 04.2019

Dive Master -

Crystal Dive Centre

High School Certificate -

Henry Kendall High School

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Courtney Thomson