Dizmina Cassar

• Supporting operations across all seven hospital levels, including surgical admissions and emergency, and adapting swiftly to diverse clinical workflows, patient needs, and high-pressure care environments with professionalism and precision
• Acting as a senior team member within a high-performing unit, ensuring seamless coordination of complex administrative processes and direct patient-facing responsibilities across all rotating shifts and rosters
• Overseeing daily departmental operations, proactively resolving inefficiencies, maintaining a calm, organised front-of-house presence, and contributing to a positive, team-oriented workplace culture
• Performing both front and back-office duties with precision, demonstrating adaptability, initiative, and a thorough understanding of hospital systems, patient needs, and administrative procedures
• Greeting and assisting patients in person and via phone, delivering timely, empathetic support while managing inquiries with discretion, professionalism, and respect for sensitive information
• Admitting and discharging patients efficiently, ensuring accurate entry and completion of electronic medical records, paperwork, and documentation in full compliance with hospital protocols
• Liaising with patients regarding treatment schedules, updates, and changes, fostering trust and confidence through clear, compassionate, and consistent communication practices
• Booking medical appointments and coordinating ambulance transfers, managing time-critical logistics to enable seamless, low-stress transitions for both patients and clinical teams
• Handling incoming referrals and facilitating communication with internal and external healthcare providers, supporting continuity of care and ensuring all documentation is complete and accurate
• Maintaining, updating, and verifying detailed patient records, including electronic systems, manual files, and wristband checks, ensuring full compliance with clinical safety standards
• Ordering, tracking, and replenishing critical medical and office stock, including Cancer Council resources, guaranteeing availability of essential supplies and materials at all times
• Contributing to ongoing process improvements by reviewing workflows, suggesting changes, and helping implement solutions that enhance administrative efficiency and overall patient service
• Training, guiding, and supporting new and existing staff through onboarding, day-to-day procedures, and policy updates, helping build a confident, capable, and compliant team environment

• Assisting medical professionals and patients both in person and via phone with equipment and appliance needs, ensuring timely and accurate provision to support patient care, mobility, and comfort
• Performing efficient and accurate data entry into hospital systems including IPM and PAS, maintaining up-to-date patient records and ensuring effective equipment tracking, allocation, and usage reporting
• Managing patient accounts by processing payments, reconciling records, and handling cash and EFTPOS transactions in line with hospital financial protocols, audit requirements, and confidentiality standards
• Responding promptly to email, phone, and in-person enquiries, delivering courteous, solution-focused service and maintaining a high standard of communication, empathy, and administrative professionalism
• Organising and preparing medical equipment as requested by Occupational Therapists and Physiotherapists, supporting smooth and timely hospital-to-home discharges and patient rehabilitation plans
• Actively contributing to regular team meetings, offering feedback and collaborating on initiatives to enhance service delivery, operational efficiency, patient satisfaction, and team coordination

Providing responsive administration services for the Mental health and Wellbeing Team including answering incoming calls, replying to emails, registering referrals, and confirming eligibility of clients based on demographic data.

Maintaining an exceptionally high accuracy in record keeping in the mental health client management systems.

Providing information to individuals and external services about

IPC Mental Health Programs.

Effective management and coordination of clinical appointments including scheduling, cancellation, and re-scheduling.

Ensured precise documentation of client information and interactions, including creation of client records and profiles upon service entry.

Providing a positive and effective first point of contact where relationships are supported via clear communication that will result in an enhanced client experience.

Maintaining client confidentiality and data security of all personal client information, using Trak and refer direct programme.

Escalating any people presenting with risk or distress clinicians or senior leaders within the team.

Contributing to a positive and supportive team culture and Following all policies and procedures as required in the operational delivery of IPC Health's Mental health Services.