Summary
Overview
Work History
Education
Skills
DISABILITY SUPPORT EXPERIENCE
Timeline
Generic

Heather McKenzie

Central Coast

Summary

After completing a Certificate III in Business Administration and Medical Terminology with TAFE NSW in 2005, I began my career as a Grade 2 Administration Officer with NSW Health in 2006, based at the Wyong Mental Health Centre and I also worked in various community mental health teams. In 2009 I accepted a permanent part time role with the CCLHD Palliative Care Service where I worked for over 15 years and then I semi-retired in 2025. Over this period of time, I gained a wealth of administration experience which included the following

Overview

19
19
years of professional experience

Work History

Grade II Administration Officer

CCLHD
01.2006 - 01.2025
  • ADMINISTRATIVE FUNCTIONS & PROCEDURES - I worked as part of a team and followed set procedures in a wide range of administrative procedures to foster collaboration and efficient operation of office workflows.
  • ANSWERING PHONE/MESSAGE TAKING - I ensured to answer calls promptly and screened them to make sure I transferred incoming calls to the correct Dr or nurse. When needing to take and relay messages, I made sure to record them accurately and relayed them promptly via voicemail or text message.
  • CUSTOMER SERVICE - I provide exceptional customer service by warmly welcoming visitors and in answering phone calls in a polite and professional manner and ensure that all enquiries and requests made by patients etc. are relayed to the appropriate staff member, thus ensuring quality patient care.
  • EMAIL/ INCOMING MAIL – Regularly monitoring my inbox and department inbox to print off patient referrals for processing and other important documents for the department as well as replying to emails and sending or forwarding emails to appropriate members of staff. I also collected and opened incoming mail received and promptly distributed mail to appropriate staff to ensure a timely response.
  • EMR - Daily entering patient referrals into PowerChart, registering patients and discharging patients.
  • HEALTH ROSTER - I used this application to Create Nursing and Non-Nursing Rosters in advance and to update them regularly so that they were ready for sign off by the Manager each week.
  • EDUCATION & TRAINING - I used THE HETI online training platform to ensure I kept up to date with yearly fire training and other training related to my role as a Grade II Administration Officer.
  • MAINTENANCE REQUESTS – I used an online application to submit urgent and non-urgent requests with the maintenance team to ensure that maintenance issues were addressed and resolved quickly.
  • MS WORD - I'm very experienced in using this program to create documents such as fax cover sheets, letters etc as needed for the department and to carry out my duties.
  • MS EXCEL- I'm very experienced in using this program to enter department data into spreadsheets and have also used Excel to create financial spreadsheets as I have experience in bookkeeping to trial balance.
  • MULTITASKING - This was a big part of my role and I delivered quality results under pressure by prioritizing tasks effectively during high-stress situations or tight deadlines.
  • ORDERING - I regularly ordered stationary, medical and office supplies as needed for the department by checking supplies and filling out appropriate request forms for processing by the Design & Print Dept or by using online ordering systems such as COS for stationary orders, Pegasus for ordering hospital beds and iProcurement for ordering medical supplies and non-stock items.
  • PROOF READING - I always proofread and edited documents for accuracy and grammar before printing or emailing.
  • RECORD KEEPING & CONFIDENTIALITY - I ensured to keep patient information up to date and confidential by filing paper files away promptly when not in use or closing down an open patient file on EMR when leaving my work station.
  • STATEWIDE SERVICE DESK - Logged calls for technical issues relating to EMR or the phone line to ensure that any issues that affected patient care were reported promptly and resolved as quickly as possible.
  • TRAINING STAFF - when new staff members needed training, I would sit beside them and teach our administrative procedures and software applications to ensure compliance with operational standards.
  • WHS - I contributed to office safety by enforcing workplace policies, completing yearly fire training and following emergency procedures when required.
  • WORKING RELATIONSHIPS - I developed good working relationships within a multidisciplinary team made up of administration officers, nurses, staff specialists and counsellors and I enjoyed contributing to a positive work environment by treating others in a kind, polite and professional way.

Education

Certificate III - Business Administration & Medical Terminology

Hunter Institute of Technology
01.2005

Skills

  • Administrative Support
  • Attention to detail
  • Bookkeeping to trial balance
  • Computer Literacy
  • Collaboration
  • Conflict Resolution
  • Customer Service
  • Disability Support
  • Emotional intelligence
  • Problem solving
  • Teamwork
  • Time management

DISABILITY SUPPORT EXPERIENCE

  • Advocating/Liaising with son’s Paediatrician, Speech Pathologist, Occupational Therapist and NDIS Support Coordinator to discuss and address ongoing disability support needs and funding.
  • Daily Living Skills - assisting son to learn skills such as; personal care and hygiene, meal preparation and cooking, housework and laundry, budgeting and shopping, health management such as managing medications, making/attending medical appointments and understanding health information and social skills in supporting son how to build friendships and how to participate and interact with others at social gatherings.

Timeline

Grade II Administration Officer

CCLHD
01.2006 - 01.2025

Certificate III - Business Administration & Medical Terminology

Hunter Institute of Technology

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Heather McKenzie