Jane Lawson
Cairns,QLD
Summary
Proven track record in enhancing customer satisfaction and compliance at All Calibration Services through expert quality management and relationship building. Spearheaded project management initiatives, leading to streamlined operations and improved quality control. Achieved significant results without compromising on best practices or client trust.
Overview
30
30
years of professional experience
Work History
Quality Assurance Officer
All Calibration Services
Cairns
01.2019 - Current
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Facilitated effective communication between departments regarding quality matters, fostering a collaborative working environment.
- Monitored activities and supporting systems to meet compliance regulations.
- Enforced compliance with industry regulations, maintaining up-to-date knowledge on relevant guidelines and changes in legislation.
- Established comprehensive documentation systems to maintain records of all test results, audits, and inspections.
Event Co-Ordinator
Ridenorth
Cairns
05.2017 - Current
- Coordinated schedules and timelines for events.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Managed event logistics and operations.
- Collaborated with cross-functional teams to ensure seamless event execution and positive outcomes.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Performed event coordination for larger parties and gatherings.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Brainstormed and implemented creative event concepts and themes.
- Enhanced attendee experience by meticulously planning and executing event logistics.
- Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
- Inspected event facilities to confirm conformance to customer requirements.
- Managed budgets effectively, negotiating contracts to secure cost savings without compromising quality.
Dental Receptionist
Robert Street Dental Practice
Atherton
06.2001 - 12.2006
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
- Provided excellent customer service to create positive experiences and build patient trust.
- Handled sensitive situations professionally such as discussing treatment costs or past-due account balances with patients to ensure a satisfactory resolution.
- Improved billing accuracy by diligently verifying insurance coverage and updating patient financial records accordingly.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Reduced wait times by quickly greeting patients upon arrival and assisting with the check-in process.
- Facilitated clear communication between dentists, dental assistants, and patients to ensure optimal care coordination.
- Promoted a positive work environment by fostering strong relationships with colleagues across all roles within the practice.
- Completed patient referrals to other medical specialists.
- Managed accounts receivable duties by timely invoicing patients for services rendered while tracking payments received or outstanding balances due accurately.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Supported dentist in maintaining accurate documentation of treatment plans for better continuity of care between visits.
- Ensured patient privacy by adhering to all HIPAA regulations during the collection, storage, and sharing of sensitive information.
- Streamlined insurance claims processing for faster reimbursement and improved patient experience.
Medical Receptionist
Dr Bruce Herriott
Atherton
03.1994 - 06.1999
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Invoiced patients accurately in line with charging guidelines.
Education
Dipoloma Event Management - Event Management
Cairns TAFE
Cairns06.2020
Skills
- Quality Management Systems
- Project Management
- Best Practices
- Relationship Building
- Quality Control
Timeline
Quality Assurance Officer
All Calibration Services
01.2019 - Current
Event Co-Ordinator
Ridenorth
05.2017 - Current
Dental Receptionist
Robert Street Dental Practice
06.2001 - 12.2006
Medical Receptionist
Dr Bruce Herriott
03.1994 - 06.1999
Dipoloma Event Management - Event Management
Cairns TAFE