Elizabeth Dean
Gisborne,VIC
Summary
Knowledgeable Practice Manager offering many years of experience working for several well-known surgeons and physicians. Well-versed in referral management and handling electronic health records. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Additional experience in the Disability and Community Health Care sectors.
Overview
34
34
years of professional experience
Work History
Practice Manager
The Breast Centre – Miss Jane O’Brien, Oncoplastic Breast Surgeon
05.2022 - Current
- Managed daily practice operations to optimize appointment scheduling, theatre lists, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Created and implemented organizational policies and procedures.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Communicated with patients, ensuring that medical information was kept private.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Business Development Manager
EziCare
01.2022 - 04.2022
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Generated new business with marketing initiatives and strategic plans.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Kept meticulous client notes and updated account information in company databases.
- Prepared sales presentations for clients showing success and credibility of products.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Intake & Service Agreement Co-ordinator
Windarring
09.2019 - 12.2021
- Streamlining and updating intake processes
- Implementation of a new client management software system
- Ongoing management of Client Service Agreements and Schedule of Supports
- Assisting clients with NDIS plan review preparation and meetings
- Liaison with internal and external stakeholders
- Preparation of reports for Board meetings
- Preparation of Standard Operating Procedures, manuals and other documentation for NDIS re-registration accreditation
- Ensuring that Intake & Service Agreement department was compliant in all areas for NDIS re-registration accreditation
- Liaison with site Team Leaders and Finance team to ensure that session rostering and invoicing is in line with the client’s agreed Schedule of Supports and within their allocated NDIS budget
- Management of template system required for the rostering of client session and staff attendance
- Provision of training and support for staff in client management software
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Identified issues, analyzed information and provided solutions to problems.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Business Support Officer with Participant Solutions Team
NDIA
12.2018 - 09.2019
- Assessment, resolution and documentation of enquires regarding issues from participants, nominees and service providers
- Provision of timely and proactive advice for complaints management across the Agency as required
- Escalation of complaints as required to senior Participant Solutions Team members to met resolution deadlines.
- Documentation of complaints in the NDIS Business System
- Assist the Participant Solutions Team in management and resolution of day operational issues
Practice Manager
Dr Tanya Yuen, Neurosurgery
06.2018 - 12.2018
- Managed daily practice operations to optimize appointment scheduling, theatre lists, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Oversaw accounting, budgeting, and financial reporting.
- Developed policies and procedures for effective practice management.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Communicated closely with patients, ensuring medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Communicated with patients, ensuring that medical information was kept private.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Patient Services Officer for Cochlear Implant Clinic
The Royal Victorian Eye and Ear Hospital
11.2017 - 03.2018
- Front Of House reception
- Management of all correspondence
- Switchboard for the Clinic
- Scheduling patient appointments with surgeons, audiologists and speech therapists
- Scheduling theatre procedures
- Scheduling interpreters as required, Scheduling of appointments as required with allied clinics
Practice Manager
Dr Gastroenterology
05.2017 - 11.2017
- Managed daily practice operations to optimize appointment scheduling, procedure lists, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Addressed and remedied all patient or team member issues.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Developed policies and procedures for effective practice management.
- Created and implemented organizational policies and procedures.
- Trained interns and newly hired team members on office procedures and computer system.
- Developed close working relationships with front office and back office staff.
- Supervised team of nine office personnel.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated closely with patients, ensuring medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Communicated with patients, ensuring that medical information was kept private.
Intake Service Coordinator
Sunbury Community Health
05.2014 - 05.2017
- Triage of all referrals for service
- Devised and implemented processes and procedures to streamline operations and ensure compliance with Community Health Practice Indicators
- Redesign of client information and acknowledgement correspondence using the Health Literacy principles
- Liaison with Service Delivery Managers, Community members, external service providers, and stakeholders
- Diary management
- Ensuring the Intake department met the required standards to pass the 2016 QIC Accreditation (for which a special mention of excellence was awarded), that Intake Services adapted to the many Government and legislative changes and continued to meet the required KPIs in a developing environment (in particular the Implementation of the My Aged Care program)
- Resolved customer complaints and issues to drive satisfaction and loyalty
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Assessed customer needs and developed solutions to meet needs.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Developed efficient processes and procedures to achieve prompt delivery and completion of service projects.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures
- Maintained database systems to track and analyze operational data
Practice Manager
The Marshall Street Practice
07.2010 - 05.2014
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Provided supervision and management to team of support personnel.
- Addressed and remedied all patient or team member issues.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Developed policies and procedures for effective practice management.
- Trained interns and newly hired team members on office procedures and computer system.
- Supervised team of three office personnel.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Communicated closely with patients, ensuring medical information was kept private.
- WorkCover and TAC accounts management,
- Management of subpoenas and Freedom of Information requirements for court cases
Practice Manager
Gastrolab
02.2009 - 06.2010
- Set up of stand-alone business separate from the director's practice
- Creation of reporting templates, pro-forma letters and patient information pamphlets
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Patient and customer liaison
- Set up of satellite sites,
- Provided supervision and management to team of support personnel
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Addressed and remedied all patient or team member issues.
Patient Services Officer
Holy Spirit Northside Private Hospital
10.2004 - 01.2009
- Patient and customer liaison
- Preadmissions Clinic
- Admissions, Surgical Bookings
- Theatre Reception, Day Surgery Unit Admissions, Endoscopy Clinic
- Switchboard
Patient Services Officer
Sunbury Private Hospital
06.1998 - 09.2004
- Patient and customer liaison
- Preadmission Clinic
- Admissions
- Surgical Bookings
- Theatre Reception
- Day Surgery Unit Admissions
- Switchboard
- Clerical support in the Sessional Consulting Rooms
- Health Information Services clerk
- Accounts – payable and receivable
Practice Manager
Dr Gerard Gartlan, Obstetrician & Gynaecologist
05.1990 - 05.1998
- Managed daily practice operations to optimize appointment scheduling, theatre lists, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Developed policies and procedures for effective practice management.
- Communicated closely with patients, ensuring medical information was kept private.
Education
Multiple Disability training modules completed in Kineo -
01.2020
Multiple NDIS internal training courses - Online Learning LEAP -
01.2019
‘Asking the Question’ – Inner North West Primary Care Partnership -
01.2016
Health Literacy Development Course – Centre for Culture, Ethnicity & Health -
01.2016
LGBTI Aged Care Training – Transgender Victoria -
01.2015
Mental Health First Aid Course – Mental Health First Aid Australia -
01.2015
Super Users – TRAK Care, Genie, Eziway Care -
01.2014
Certificate IV in Business Administration – CLB Training -
01.2013
Skills
- Policy and Procedure Development
- Workflow Management
- Electronic Health Records
- Referral Management
- Continuous Improvement
- Staff Management
- Schedule Management
- Practice Management
- Client Consulting
- Records Management
- Supplies Ordering
Technical Summary
- Conversant with the Microsoft Office Suite
- Conversant with The CRM (Customer Relationship Management) NDIS software
- Conversant with Genie, ZedMed and multiple other private medical software
- Conversant with TRAK Care and EziCare Client Management System
- Conversant with PIMS hospital software
Ndis Worker Screening Check - Approved Date
12/02/2021
Personal Information
- Available: 2 Weeks’ Notice
- Hobbies: Travel and experiencing other cultures and cuisines, Theatre and the Arts, Environmental issues and the exploration of alternative solutions, Studying with my daughter who is currently studying for a post graduate degree in psychology at MONASH
- Citizenship: Australian Citizen
References
Dr John Cooper, Consultant Psychiatrist & Director Youth Mental Health Program, Bendigo Health. Mobile: 0417 561 656
Miss Eugenia Ip, Breast Surgeon, email: gennie.ip@gmail.com Mobile: 0413 378 450
Kelly-Anne Wilson, Kyneton Services Manager, Windarring Disability Services. Mobile: 0402 789 200
Karen Coots, NDIS - Team Leader APS Level 6, Participant Solutions Team, Service Delivery and Performance, Victoria and Tasmania, (03) 9293 9002, Mobile: 0436 637 627
Simone Fawcus, Intake Coordinator, Sunbury Community Health. Mobile: 0412 112 646
Timeline
Practice Manager
The Breast Centre – Miss Jane O’Brien, Oncoplastic Breast Surgeon
05.2022 - Current
Business Development Manager
EziCare
01.2022 - 04.2022
Intake & Service Agreement Co-ordinator
Windarring
09.2019 - 12.2021
Business Support Officer with Participant Solutions Team
NDIA
12.2018 - 09.2019
Practice Manager
Dr Tanya Yuen, Neurosurgery
06.2018 - 12.2018
Patient Services Officer for Cochlear Implant Clinic
The Royal Victorian Eye and Ear Hospital
11.2017 - 03.2018
Practice Manager
Dr Gastroenterology
05.2017 - 11.2017
Intake Service Coordinator
Sunbury Community Health
05.2014 - 05.2017
Practice Manager
The Marshall Street Practice
07.2010 - 05.2014
Practice Manager
Gastrolab
02.2009 - 06.2010
Patient Services Officer
Holy Spirit Northside Private Hospital
10.2004 - 01.2009
Patient Services Officer
Sunbury Private Hospital
06.1998 - 09.2004
Practice Manager
Dr Gerard Gartlan, Obstetrician & Gynaecologist
05.1990 - 05.1998
Multiple Disability training modules completed in Kineo -
Multiple NDIS internal training courses - Online Learning LEAP -
‘Asking the Question’ – Inner North West Primary Care Partnership -
Health Literacy Development Course – Centre for Culture, Ethnicity & Health -
LGBTI Aged Care Training – Transgender Victoria -
Mental Health First Aid Course – Mental Health First Aid Australia -
Super Users – TRAK Care, Genie, Eziway Care -
Certificate IV in Business Administration – CLB Training -
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