Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Certification
RSPCA Volunteer, Regular Plasma Donor
Timeline
Generic

Felicity Sullivan

Park Ridge,QLD

Summary

I have spent the last 25 years employed in the medical & medicolegal sector and I am looking for a career change to suit my acquired skills within these sectors as an experienced manager working in all aspects including payroll, accounts receivable and payable, complex auditing along with being instrumental in building not one, but two, startup medicolegal firms. I feel I have accomplished all I can within this career and I am looking for a complete change. I hold a current QLD White Card. I also hold Standard 11 Surface Certification along with Advanced First Aid. I am currently doing lessons to obtain my HR (Open) in a Road Ranger and my assessment is in February 2024.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Quality Auditor - Decision Maker

AGPAL
01.2024 - Current
  • I am the team that makes the final decisions on accreditation for medical practices.
  • High level prioritisation skills with a high volume workload.
  • Enhanced product quality by conducting thorough audits and identifying areas for improvement.
  • Streamlined audit processes for greater efficiency, reducing time spent on each evaluation.
  • Improved overall customer satisfaction by ensuring that all products met established quality standards.
  • Developed comprehensive audit reports, providing valuable insights into areas requiring improvement.
  • Maintained a strong understanding of industry regulations and ensured company compliance through regular audits.
  • Participated in cross-functional team meetings, contributing valuable insights from an auditor''s perspective to facilitate process improvements.
  • Coordinated with external auditors during third-party assessments, ensuring a smooth and efficient process.
  • Ensured timely completion of all assigned audits while maintaining a high level of detail and accuracy.
  • Identified issues of non-compliance and elevated reports to senior personnel.
  • Completed timely quality reports highlighting deficiencies and recommending corrective actions.
  • Reviewed work instructions and production strategies to verify compliance with established standards.
  • Monitored product quality at all stages of production process.

Administration Assistant

Dr Bruce Low
06.2023 - 01.2024
  • I am currently hired privately by an individual to perform a full financial audit of payments spanning the last 8 years from a company they were employed by who owe this individual more than 2 million dollars in unpaid debt for services rendered
  • Accurate assessment of all information and knowledge of the billing systems and practices used
  • Reconciliation of bank and credit card statements, against payment summaries and cross referencing with invoices generated by the company to ensure correct commission fees paid / charged and amounts unaccounted for
  • High entry data entry into excel to create a spreadsheet to calculate this high-volume audit accurately
  • Collaborated with cross-functional teams on various projects, ensuring smooth workflow and completion within deadlines
  • Enhanced fraud detection by conducting thorough financial statement analysis and reviewing accounting records
  • Supported litigation efforts for successful case resolution through expert witness testimony and detailed forensic reports
  • Identified financial discrepancies and irregularities by performing in-depth account reconciliations and data analysis
  • Ad-hoc general administration services, both from home and travelling to Townsville.

On site sales program member

The Automotive Group
12.2023 - 01.2024
  • Temporary 5-week cover contract, covering Audi Springwood & Southport and Jaguar / Range Rover Dealerships based in Springwood dealership
  • Enhanced team productivity by implementing efficient scheduling and task management systems
  • Improved client satisfaction through timely resolution of on-site issues and effective communication with stakeholders
  • Calling dealership clients to offer additional services
  • Ensuring sales targets are met and customer satisfaction is high
  • High level customer service and telephone skills
  • High level data entry into Excel, company portal and ERA Power
  • Use of ERA Power software
  • Stocktaking, ordering of stock and ensuring workshop has access to required items
  • Educated customers on product and service benefits, explaining features and answering questions
  • Explained product prices and packages as well as answered questions and addressed concerns of customers
  • Delivered scripted sales talks to customers
  • Followed PPE protocols in workshop.

Administration Manager

Australian Specialist Options
09.2022 - 07.2023
  • This was the second start up medicolegal company I was involved in, not only the set up but also the day to day running with the more ethical team
  • Implementation of required software programs required to function and assisting the directors in purchasing the appropriate tools for the company to flourish
  • First line for phone calls and emails for high volume bookings from law firms, insurers and scheduling on and offsite consultants along with greeting clients and liaising with stakeholders
  • High level data entry with exceptional attention to detail, file preparation for assessments and creating work flow protocols
  • Again, complete fresh setup of the in-house software from scratch, having to enter our companies, claim managers, consultants, staff, contractors and complete setup of Office 365 for the business, synching this in the back end of the in-house software and set up of Twilio for system SMS reminders
  • Accounts payable and receivable
  • Negotiated favourable contracts with vendors for office supplies and services, reducing overall operational expenses while maintaining quality standards
  • Streamlined office processes by implementing efficient administrative systems, resulting in increased productivity and reduced operational costs
  • Specialist and staff training (typists, lawyers for bookings and accessing specialist information along with directors)
  • Implemented stringent data protection policies to safeguard sensitive company information from unauthorised access or loss
  • Organised and updated databases, records and other information resources
  • Negotiated and executed contracts on behalf of department
  • Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips
  • Contributed to a positive work environment through professional demeanor and strong interpersonal skills
  • Supported directors in achieving goals by proactively anticipating needs and addressing concerns promptly
  • Developed relationships with key stakeholders, fostering trust and rapport within the network of contacts
  • Aided specialists in personal tasks such as scheduling appointments or running errands when needed
  • Managed complex calendar coordination across multiple time zones for seamless meeting scheduling
  • Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business
  • Responded to emails and other correspondence to facilitate communication and enhance business processes
  • Displayed absolute discretion at handling confidential information
  • Attended meetings, took notes and tracked action items
  • Maintained and organized all shared drives, documents and spreadsheets in Sharepoint
  • Created regular emailing to customers with availability of specialists through Mail Chimp.

Administration Assistant

Australian Specialist Hub
08.2022 - 09.2022
  • This was the first start up medicolegal company I was involved in, not only the set up but also the day to day running, unfortunately there was a directorial dispute and one director stayed with this company and I moved with the other 2 directors to form the new startup due to the fact I believed my personal ethics aligned better with theirs
  • Implementation of required software and assisting the directors in purchasing the appropriate tools for the company to flourish
  • First line for phone calls and emails for high volume bookings from law firms, insurers and scheduling on and offsite consultants along with greeting clients and liaising with stakeholders
  • High level data entry with exceptional attention to detail, file preparation for assessments and creating workflow protocols
  • Accounts payable and receivable
  • Specialist and staff training (typists, lawyers for making bookings and assisting directors with the functionality and how to access this)
  • Negotiated favourable contracts with vendors for office supplies and services, reducing overall operational expenses while maintaining quality standards
  • Implemented stringent data protection policies to safeguard sensitive company information from unauthorised access or loss
  • Organised and updated databases, records and other information resources
  • Negotiated and executed contracts on behalf of department
  • Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips
  • Contributed to a positive work environment through professional demeanor and strong interpersonal skills
  • Supported directors in achieving goals by proactively anticipating needs and addressing concerns promptly
  • Developed relationships with key stakeholders, fostering trust and rapport within the network of contacts
  • Aided specialists in personal tasks such as scheduling appointments or running errands when needed
  • Managed complex calendar coordination across multiple time zones for seamless meeting scheduling
  • Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business
  • Responded to emails and other correspondence to facilitate communication and enhance business processes
  • Displayed absolute discretion at handling confidential information
  • Attended meetings, took notes and tracked action items
  • Maintained and organized all shared drives, documents and spreadsheets in Sharepoint
  • Created regular emailing to customers with availability of specialists through Mail Chimp.

Specialist Support Coordinator

eReports
06.2021 - 07.2022
  • I was the only administrative service provider in the Brisbane office as the company is based in Melbourne but is Australia Wide
  • I was wholly responsible for the QLD sector working autonomously during the peak of COVID lockdown
  • Monitoring the QLD, TAS and VIC inboxes, incoming phone calls from law firms, insurers, consultants and clients from across Australia
  • Making bookings via phone and email across Australia in multiple disciplines, scheduling consultants, high level attention to detail for file preparation for assessment
  • Providing first-line advice to law firms and insurers in relation to suitable consultants for the issues needing to be assessed
  • Being flexible and adjusting my work hours to suit daylight savings
  • Providing assistance to management in regard to how workflow could be optimised
  • Completion of COVID safe plans for all states and reviewing the current guidelines for each state to ensure these were always accurate
  • Maintaining HubSpot (CRM) and utilising ERP systems
  • Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, Sharepoint, Hubspot and Asana
  • Entrusted to handle confidential and sensitive situations in professional matter
  • Participated in team meetings and staff training sessions.

Practice Manager

Dr's V & C Adib
10.2018 - 06.2021
  • Operating in a multi-specialist practice, working across multiple hospitals with 2 consultants, 2 dietitians and 3 support staff to manage along with 5 surgical assistants and 6 anaesthetists to coordinate for emergency and scheduled surgical procedures
  • Intensive multi-year Medicare audit on startup
  • Processing of complex surgical billing items and paying assistants
  • General day to day running of the practice (phone bookings, scheduling patients for appointments, and procedures along with accurate inpatient and outpatient billing and claiming, processing rebates, banking reconciliation and coordinating the consultant's schedule and travel plans)
  • Theatre bookings, sourcing anaesthetists and assistants for cases
  • Providing BAS preparation for the accountant
  • Bank and MYOB reconciliation along with practice payroll and accounts receivable and payable
  • Maintaining specialist memberships and educational grants and funding for the surgeon and hospital and completion of compassionate access and SAS documentation for required medications
  • Writing all the protocols and procedures applicable for the successful running of the practice as there were none in place at the start of my employment
  • Accurate maintenance of completely digital medical records system
  • Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations
  • Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes
  • Improved practice revenue through effective financial management and strategic cost reductions
  • Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience
  • Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice's mission and values
  • Negotiated contracts with vendors, securing favourable terms for the practice while maintaining quality service levels
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills
  • Managed daily practice operations to optimise appointment scheduling, patient records management and billing functions
  • Ordered all medical and office supplies and kept check on inventory levels.

Medical Secretary

Dr Vincent Deen
01.2013 - 10.2018
  • Operating in a specialty cardiology practice (working specifically within electrophysiology) with bookings across 3 hospitals along with 2 consulting locations autonomously (I was the single support staff member)
  • Liaising with representatives from surgical prosthesis suppliers and applying for specialised surgical equipment / special access medications when required
  • General day to day running of the practice
  • Coordinating the consultant's schedule and on-call schedules for the 2 private hospitals
  • Theatre bookings across 3 hospitals
  • Assisting the consultant by performing ECG's on patients prior to consultation
  • Ensuring accurate record keeping and data entry for medical records and transcription of various kinds of medical reports / referrals
  • Stock ordering and replenishment
  • Accounts payable, receivable, bank reconciliations and accountant documentation preparation
  • Maintained a clean and organised office environment to promote a positive atmosphere for both staff and patients
  • Contributed to the reduction of no-shows by sending appointment reminders via phone or email as per patient preferences
  • Proactively ordered supplies and maintained inventory levels to avoid shortages that could disrupt daily operations or patient care services
  • Managed office bookkeeping with Medicare, insurance billing and patient payments
  • Assisted with creation of PowerPoints for education amongst GP's and other specialists with journal article citation.

Medical Secretary

Associate Professor Andrew Nicol
11.2011 - 01.2013
  • General day to day practice role within a clinical haematology and oncology clinic with one consultant and a clinical nurse along with myself
  • Client and stakeholder facing duties including reception, referrals in and out along with day unit and day surgery bookings for 4 locations in Brisbane and Gladstone within private and public sector
  • Liaising with representatives in relation to upcoming randomised clinical trials and applying for specialised approval when required for people entering these along with completion of compassionate access and SAS documentation for required trial (experimental) therapies
  • General day to day running of the practice
  • Banking reconciliation preparation for accountant
  • Coordinating the consultant's schedule for multiple locations
  • Accounts payable and receivable
  • Processed Medicare, medical insurance claims and over-the-counter payments.

Personal Assistant

Brisbane Cosmetic Clinic
07.2011 - 11.2011
  • General personal assistant / reception duties in a cosmetic surgical & injectable clinic
  • General day to day running of the practice
  • Surgical bookings, creating quotes and explaining informed financial consent to surgical candidates
  • Liaising and negotiating with prothesis supply representatives
  • Contributing to budgeting, accounts payable and receivable, financial goals with in-house accountant and maintenance of computer systems and paperless systems
  • Liaising with day surgery facilities and anaesthetists for surgical bookings
  • Rostering our 3 nurses to cover in-rooms surgery dates
  • Accounts payable and receivable
  • Contributed to a positive work environment through professional demeanor and strong interpersonal skills
  • Supported CEO in achieving goals by proactively anticipating needs and addressing concerns promptly
  • Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately
  • Provided multifaceted services to career professionals by running errands, managing mail, scheduling appointments, and arranging transportation / travel.

Education

Bachelor of Education (P) -

Griffith University

Certificate IV in Accounting and bookkeeping (currently studying online) -

TAFE QLD

Skills

  • High level strategic analysis and reporting
  • Process streamlining and efficiency improvement
  • High level data entry, time management and problem-solving skills
  • Leadership, management and project development skills
  • High level time management, planning, adaptability and organisational skills
  • Proficient in numerous software packages from medical, accounting, in-house built systems, some SAP exposure, CRM & ERP
  • Excellent interpersonal skills – ability to work autonomously or as a valued part of a team
  • Keen intellect that allows me to grasp new concepts/skills rapidly with a desire to re-skill in a new field
  • Personal and professional goal setting, achievement and desire for growth and development
  • Travel Coordination
  • Business Administration
  • High level Office 365 proficiency

References

  • Dr Bruce Low, Current employer
  • Kathy Richardson, Colleague for over 2 years
  • Brian Richardson, Personal reference
  • Kylie Hayes, Trained and worked with for cover work

Hobbies and Interests

  • Volunteering at the RSPCA
  • Regular plasma donor
  • Mechanical interest – racing, building and servicing modified cars
  • High level physical activity such as hiking, gym (including weightlifting) and running

Certification

Advanced First Aid

QLD Building White Card

Standard 11 - Surface

Previously worked as an AIN prior to the certification requirements and have hundreds of documented hours

RSPCA Volunteer, Regular Plasma Donor

I am a volunteer at RSPCA Wacol and a regular plasma donor as I love to give back. 

Timeline

Quality Auditor - Decision Maker

AGPAL
01.2024 - Current

On site sales program member

The Automotive Group
12.2023 - 01.2024

Administration Assistant

Dr Bruce Low
06.2023 - 01.2024

Administration Manager

Australian Specialist Options
09.2022 - 07.2023

Administration Assistant

Australian Specialist Hub
08.2022 - 09.2022

Specialist Support Coordinator

eReports
06.2021 - 07.2022

Practice Manager

Dr's V & C Adib
10.2018 - 06.2021

Medical Secretary

Dr Vincent Deen
01.2013 - 10.2018

Medical Secretary

Associate Professor Andrew Nicol
11.2011 - 01.2013

Personal Assistant

Brisbane Cosmetic Clinic
07.2011 - 11.2011

Bachelor of Education (P) -

Griffith University

Certificate IV in Accounting and bookkeeping (currently studying online) -

TAFE QLD

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Felicity Sullivan