GEORGINA HILEY
Bayswater,WA
Summary
Highly organized Senior Medical Secretary knowledgeable about healthcare/insurance processes and administrative requirements. Qualified to handle insurance documentation, hospital admissions and manage business correspondence. Solid team player with a happy, kind demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and creating positive work environments for all. Looking for an opportunity to stretch myself in a senior and or managerial position on a part time basis.
Overview
10
10
years of professional experience
Work History
Senior Medical Secretary
Breakthrough Haematology
02.2024 - Current
- Enhanced patient satisfaction by efficiently managing appointment scheduling and follow-up procedures.
- Streamlined office operations for increased efficiency, organizing medical records and maintaining patient confidentiality.
- Liaised with Hollywood Hospital to arrange inpatient/outpatient hospital admission, organise chemotherapy pathways and co ordinated external testing for patients.
- Contributed to a positive workplace culture by fostering teamwork among administrative staff.
- Optimized practice revenue generation by analyzing financial reports and identifying areas of improvement in billing procedures or collection efforts.
- Maintained high levels of patient satisfaction through exceptional customer service skills during phone interactions or face-to-face encounters.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Located, checked in, and pulled medical records for patient appointments and incomplete charts.
Member Services & Insurance Claim Processor
HBF
11.2022 - 01.2024
- Compassionately listen and build rapport with members.
- Enhanced member satisfaction by promptly addressing inquiries and providing solutions to concerns.
- Streamlined membership renewal process for increased efficiency and retention rates.
- Maintained accurate member records, ensuring timely communication and data-driven decision making.
- Collaborated with various departments to develop membership strategies that improved overall engagement levels.
- Provided exceptional customer service, consistently exceeding expectations and earning positive feedback from members.
- Developed key relationships with members to better understand their needs and interests, tailoring services accordingly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained in multiple areas of business ie. Inbound/Outbound, Customer Care (escalations), Digital Platforms and Insurance claim processing
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Identified fraudulent claims through thorough investigation and documentation of findings.
- Managed high volume of claims, prioritizing tasks to meet deadlines without sacrificing quality.
Medical Administration
Cardio Respiratory Sleep (CRS)
03.2022 - 11.2022
- Maintained up-to-date knowledge for inpatient hospital and outpatient clinic capacities and availability for 30+ doctors in WA and VIC to efficiently maintain booking levels
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Utilized specialized software for managing reservations, improving overall organization and efficiency.
Brand Ambassador
Sheridan Myer Perth
07.2020 - 02.2022
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
- Educated consumers about product benefits, leading to increased interest and sales conversions.
- Increased customer loyalty through personalized sales interactions, providing expert product knowledge and recommendations.
- Trained new Sales Brand Ambassadors on company policies, product knowledge, and effective selling techniques.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Consistently ranked among the top-performing store locations due to exceptional staff management and sales performance.
- Participated in regional meetings as a representative of the store''s success sharing best practices with peers across other locations.
Sales Assistant
Myer Joondalup
10.2014 - 10.2019
- Met and exceeded sales targets consistently, contributing to overall team success.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Executed visual merchandising strategies to attract customers and drive sales.
- Improved customer satisfaction by providing personalized bra fittings and expert product recommendations.
Education
Bachelor of Science - Psychology
Curtin University
Perth, WA2022
Bachelor of Arts - Counselling
Edith Cowan University
Perth, WA2017
High School Diploma -
St Marks Anglican Community School
Perth, WA2012
Skills
- Professional Telephone Demeanor
- Genie Software Proficiency
- Advanced Microsoft Office Skills
- Intermediate Xero Skills
- Administrative and Office Support
- Healthcare Billing Knowledge (Private/Medicare/DVA)
- Empathy and understanding
- Active listening
- Issue and Complaint Resolution
- Document and Records Management
- Policies and Procedures Adherence
- Medical Terminology Knowledge
Availability
Currently seeking a 3 to 4 day permanent part time position; unable to work Fridays and Saturdays
References
Available upon request
Timeline
Senior Medical Secretary
Breakthrough Haematology
02.2024 - Current
Member Services & Insurance Claim Processor
HBF
11.2022 - 01.2024
Medical Administration
Cardio Respiratory Sleep (CRS)
03.2022 - 11.2022
Brand Ambassador
Sheridan Myer Perth
07.2020 - 02.2022
Sales Assistant
Myer Joondalup
10.2014 - 10.2019
Bachelor of Science - Psychology
Curtin University
Bachelor of Arts - Counselling
Edith Cowan University
High School Diploma -
St Marks Anglican Community School
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