Emma-Jane Johnson
Wodonga,VIC
Summary
Results-driven professional with extensive experience in managing administrative operations and leading high-performing teams at Prime Care Dental. Proficient in MS Office Suite and CRM systems, showcasing exceptional organizational skills and leadership capabilities. Successfully streamlined operations and improved customer service, ensuring compliance and efficiency across diverse roles. Committed to leveraging expertise to drive operational excellence in future endeavors.
Overview
15
15
years of professional experience
Work History
Reception
Prime Care Dental
01.2024 - Current
- Overseeing the reception area of a busy dental practice
- Coaching, leading, and developing a highly performing practice team in a positive environment for both staff and patients
- Managing effective billing procedures and fee structures, ensuring timely payments to maintain healthy cash flow, cash handling, including processing government subsidies and payments using EFTPOS and HICAPS
- Patient management: greeting and welcoming patients, answering phone and email inquiries, scheduling and confirming appointments and cancellations, checking, processing, and managing customer accounts
- General administration responsibilities: reconciling accounts to ensure accuracy in financial records, identifying discrepancies, and rectifying any issues to maintain financial integrity
- Liaising with other medical practitioners, hospitals, clinics, specialists, dental practitioners, and staff
- Maintaining sterilisation and infection control standards
Customer Service Officer (part-time)
Woolworths
10.2021 - 12.2023
- Provided quick, efficient customer service (to regulars and new customers)
- Food preparation and food handling, upsell of products and promotions in store
- Set up of the deli most mornings: food safety checks, product quality, date checks, temperature checks, completing food safety books, production planners, and stock count/levels
- Basic cleaning duties, suggesting products or services
- Answered questions, managed complaints and concerns regarding process or products
- Liaised with management regarding daily tasks and weekly specials
- Maintained a safe, clean environment
Business Support Officer
Department of Justice & Communities (DJC) NSW
06.2021 - 07.2021
- Coordinate WWC checks for case workers and carers, administer process for children entering care
- Conduct probity checks, manage spreadsheets and data entry, attend panel meetings and take minutes, draft and complete reports
- Handle sensitive matters with privacy and confidentiality
Business Support Officer
Department of Justice & Communities (DJC) NSW
04.2021 - 06.2021
- Managed Director Operations calendar – (Murrumbidgee, Far West, Western)
- Delivered administrative support to the Director of Operations, reviewing policies and procedures, ensuring compliance with timelines, while directing numerous emails to appropriate staff and management
Housing, Client Service Officer (CSO)
Department of Justice & Communities (DJC) NSW
10.2020 - 04.2021
- Oversaw a portfolio of 150-180 properties, providing property management services while managing tenants’ expectations with complex and complicated needs
- Liaised and established positive business relationships with colleagues and internal/external providers
- Processed information in accordance with standards and guidelines
- Operated face-to-face and email/telephone enquiries in a professional, timely manner
- Consulted collaboratively with internal specialists, referring clients on to additional support to assist in maintaining tenancy, which included tracking rental arrears and subsidies
Service Support Officer
Open Arms – Department of Veterans’ Affairs
04.2019 - 04.2020
- Completed operational and administrative support to the clinical team that comprised of reception and administration tasks
- Provided excellent customer service in person and through initial contact through the 1800 number (escalating RISK calls)
- Collaborated with regional offices, relevant government departments, and other community services
- First point of contact re: enquiries that identify and prioritise vulnerable and distressed clients
- Assisted with the Outreach Program: recruitment of clinicians i.e
- Processing documentation and administration alongside client allocations and referrals to suitable clinical staff (social workers, psychologists)
- Assisted with the delivery of Group Programs that included promotional activities, administration and collaborating with internal and external stakeholders
- Adhered to quality record-keeping of documents and information in compliance with Open Arms governance and policy framework
Administration and Intake Officer
Latrobe Community Health Service (LCHS) – National Disability Insurance Scheme (NDIS)
02.2018 - 12.2018
- Assisted NDIS rollout for Outer Eastern Melbourne (OEM) and Southern Melbourne (SM)
- Co-wrote and implemented Administration/Reception Procedural Manual (work instructions)
- Co-wrote LCHS/NDIS Intake Worker Process Manual (for OEM and SM) and drafted articles for internal newsletter
- Operated within accordance of the NDIS Act, while explaining varied NDIS pathways to participants
- Consulted with providers and support workers
- Data analysis for KPI tracking and auditing purposes i.e., daily reporting for management
- Coordinated appointments for NDIS participants
- Documenting interactions on CRM, managed the calendar booking system, daily emails, alongside training and coaching staff for Intake purposes regarding processes, policy, and procedures
- Assisted Senior Administration and OEM Manager concerning operational matters
Grant Assessment Officer (Level APS 6)
The Department of Health
08.2016 - 08.2017
- Planned and coordinated the grant assessment process and prepared selection criteria process documentation for potential candidates
- Reviewed and assessed eligibility criteria for applicants/organisations requesting funding, drafted guidelines, report writing and assessment documentation
- Preparation of correspondence, submissions, reports, and briefing material as required
- Managed and facilitated relationships with internal and external stakeholders
Project Support Officer (Class 4)
ACT Health – Health Infrastructure Program (HIP)
04.2016 - 08.2016
- Secretariat for governance committees, supporting the Chair, prepared minutes of meetings, liaised with the Chair and its members, drafting, and preparing Agendas
- Collated and coordinated the preparation and distribution of meeting papers within timeframes
- Advised and equipped participants with relevant information in preparation of meeting
Research Administration and Communications
Caulfield Hospital – Acquired Brain Injury (ABI) Unit
01.2015 - 10.2015
- Managed A/Prof’s calendar: travel, appointments, agendas, minutes
- Advised and equipped participants with relevant information to prepare for meeting
- Operated A/Prof’s social media: Twitter and LinkedIn to support evidence-based research
- Drafted communications strategy and social media policy
- Created web content to support evidence-based research to raise awareness, arranged travel and compiled data in Excel spreadsheets
Administration
Caulfield Hospital – Allied Health
09.2013 - 01.2014
- Supported Allied Health staff: physiotherapy, occupational therapy, social work, psychology, speech pathology and podiatry
- Undertook general admin duties: diary management, daily banking, ordering office supplies
- Provided back-up support for the EA to the Associate Director of Allied Health Management
Investigation Coordinator
Australian Health Practitioner Regulation Agency (AHPRA)
05.2010 - 05.2013
- Coordinated professional conduct investigations in the notification department
- Facilitated investigations by supporting Investigating Officers in accordance with approved policies and procedures
- Responded to investigation enquiries and managed practitioners and notifiers expectations
- Managed a high caseload of 150+ complex cases
- Arranged and attended interviews, documenting information relevant to notifications
- Prepared legal documentation for panel hearings and VCAT
Education
Certificate III - Cyber Security
Certificate III in IT (Cyber Security)
02.2025
Graduate Certificate - Creative Writing
The university of Melbourne
12.2013
Bachelor of Communication - Journalism
Griffith University
12.2009
Skills
- MS Office Suite
- CRM (NDIS)
- TRIM
- HOMES & ChildStory
- Dental for Windows (D4W)
Current Study
Certificate III in IT (Cyber Security), current
Timeline
Reception
Prime Care Dental
01.2024 - Current
Customer Service Officer (part-time)
Woolworths
10.2021 - 12.2023
Business Support Officer
Department of Justice & Communities (DJC) NSW
06.2021 - 07.2021
Business Support Officer
Department of Justice & Communities (DJC) NSW
04.2021 - 06.2021
Housing, Client Service Officer (CSO)
Department of Justice & Communities (DJC) NSW
10.2020 - 04.2021
Service Support Officer
Open Arms – Department of Veterans’ Affairs
04.2019 - 04.2020
Administration and Intake Officer
Latrobe Community Health Service (LCHS) – National Disability Insurance Scheme (NDIS)
02.2018 - 12.2018
Grant Assessment Officer (Level APS 6)
The Department of Health
08.2016 - 08.2017
Project Support Officer (Class 4)
ACT Health – Health Infrastructure Program (HIP)
04.2016 - 08.2016
Research Administration and Communications
Caulfield Hospital – Acquired Brain Injury (ABI) Unit
01.2015 - 10.2015
Administration
Caulfield Hospital – Allied Health
09.2013 - 01.2014
Investigation Coordinator
Australian Health Practitioner Regulation Agency (AHPRA)
05.2010 - 05.2013
Certificate III - Cyber Security
Certificate III in IT (Cyber Security)
Graduate Certificate - Creative Writing
The university of Melbourne
Bachelor of Communication - Journalism
Griffith University