Emma Frew

Responsibilities

• Work Cover Administration:

-Maintained expert knowledge of SIRA legislation and the able to answer legislative related questions for staff and assist in problem solving when required
-Provided crucial admin support to a team of 10 allied health staff by keeping track of patient treatment approval status using excel spreadsheets updated daily

-Liaised with Workcover insurers over the phone and via email to chase outstanding accounts, treatment approvals and relay messages from allied health staff

-Created and sent out invoices to insurers daily using expert knowledge of Gensolve Software to ensure timely payment from debtors
-Used knowledge of Workcover guidelines and fees order to accurately proof read and send out treatment plan requests to insurers

• Reception Management

-Managed and tracked KPIs for a team of 3 receptionists including checking data entry accuracy and delivering constructive feedback

-Delivered onboard training to new staff members

-Created and kept new & existing policies and procedure documents up to date

-First point of contact for any managerial questions or concerns 2 days a week and during Practice Manager's absence e.g assisting Practice Owner adhoc tasks, handling any conflict or patient complaints, accounting discrepancies

• Administrative Duties

-Proof read, formatted and sent out 10 to 20 therapist reports daily to doctors using Medical Objects

-Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

-Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.

-Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.

-Ensured accurate record-keeping with diligent data entry and database management for vital company information.

-Conducted weekly stock audit of medical equipment and ordering of stock

-Assisting receptionists and Practice Manager with any overflow work as required

Responsibilities (in addition to Administrative Assistant duties)

• Directly reported customer feedback and strategic insights to the practice owner, facilitating informed decision-making and operational excellence.
• Completed payroll administration with meticulous attention to detail before forwarding to accounting team
• Oversaw rostering duties, adeptly balancing schedules to optimise team productivity and operational efficiency.
• Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
• Ordered all office supplies and kept check on inventory levels.
• Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
• Developed policies and procedures for effective practice management.
• Oversaw the hiring process for new employees, selecting candidates who aligned with the practice's mission and values including conducting interviews
• Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
• Identified opportunities for additional services or expansion within the practice based on market research analysis.

• Greeted incoming visitors and patients professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with patients, and updated patient records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Handled cash, eftpos and HICAPS transactions and maintained sales and payments records accurately.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Maintained a general knowledge of common injuries that bring patients in for treatment and determine the most appropriate therapist for them to see
• Managed a busy email inbox and directed reports to the applicable therapist in a timely manner
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Cultivated positive relationships with clients through professional demeanour and excellent interpersonal skills.
• Assisted with onboarding new clients and securing paperwork completion.
• Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
• Assisted in the planning of office events and meetings, ensuring smooth execution and positive outcomes.

Responsibilities

• Answered phones in a busy reservations call centre and delivered a 5-star customer service experience to every single caller
• Managed bookings directly with clients as well as with travel agents
• Went above and beyond to keep clients happy in the event of an unexpected cruise consolidation by understanding their personal needs and working around their travel plans to find the best solution for them
• Enhanced customer satisfaction by efficiently handling reservation inquiries and providing information that is accurate with the current brochures and terms & conditions
• Maintained detailed records of all reservations transactions for accurate reporting and analysis purposes.
• Mentored junior consultants, fostering professional growth and building strong team dynamics.
• Assisted clients in navigating complex industry challenges, offering expert guidance and strategic recommendations and effectively sold clients our cruises over the competitors.
• Single handily manned the reception desk with the upmost professionalism and delivered a 5-star service to all visitors including making bookings for clients face-to-face and making refreshments for waiting clients

• Worked front counter, drive-thru and other areas.
• Took orders, prepared meals, and collected payments.
• Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
• Worked well with teammates and accepted coaching from management team.
• Kept food preparation area, equipment, and utensils clean and sanitary.
• Helped maintain a clean and welcoming dining area and restroom for customers, boosting overall satisfaction during their visit.