Jasmin Waitai
Wellington Point
Summary
An energetic, attentive, and reliable professional offering 10+ years of experience fulfilling various customer service and administration officer roles. I have exceptional planning and organisational skills, incorporating a high degree of detail while maintaining a consistent positive attitude. Reputation as a loyal, self-directed professional with excellent interpersonal and communication skills, which translates into positive and cohesive working relationships with colleagues and patients.
Overview
18
18
years of professional experience
Work History
A04 Accounts Receivable Officer
Redland Hospital
02.2024 - Current
- Demonstrated high level experience in the use of Hospital Based Corporate Information System (HBCIS), S4HANA, IeMR and Auslab
- Fulfil the accountabilities of this role in accordance with Metro South Health’s core values
- Consult and liaise with patients, staff, employers, medical practitioners and private insurers regarding billing issues, ensuring that revenue potential is maximised
- To complete all necessary revenue documentation
- Prepare correspondence and ensure timely documentation of action taken is recorded on the clients’ files
- Generate invoices for fee paying patients and other debtors as required ensuring all billing is fully and accurately completed within appropriate time frames
- Adhere to Metro South’s debt management procedure
- Manage the timely follow up of all outstanding debts through communication and negotiations with patients, next of kin, Health funds, Insurance companies, Public Trustee etc
- Liaise with Patients, Private Health Funds (intrastate, interstate and internationally), Solicitors, Government Departments and non Government organisations
- Investigate and attend to client enquiries in an efficient, effective, sensitive and courteous manner
- Complete and submit Private Health Insurance Claim forms
- Raise, manage and distribute accounts for all nursing home type patients to next of kin, public trustee
- Ensure accounts for deceased are included in the claims for the estate
- Liaise with social workers and relatives as required
- Work collaboratively with Administrative, revenue, finance, clinical and medical allocations team in relation to achieve organisation goals with regards to revenue generation and retention activities and compliance with financial reporting as required
- Assist Revenue Manager with daily ad hoc duties as directed
- Assist Revenue Officer to prepare monies for banking by reconciling all receipts from various areas
- Liaising with Medical Staff to arrange Acute Care Certificates
- Assist with receipting for General Trust, Patient Trust, sundry debtor accounts, accommodation accounts and prosthetic accounts in HBCIS and S4HANA
- Assist with reconciliation of bank statements, patient trust float and petty cash.
A03 Private Practice Officer
Redlands Hospital
08.2023 - 02.2024
- Prepare, Audit and Bill for outpatient Clinics for the Hospital for Medicare
- Maintain Private Practice database entries into MediRecords to ensure accurate recording of Outpatient clinic activity for Redland & Wynnum-Manly Community Health Centre
- In conjunction with clinical teams, hospital management and directed by Patient Administrative Services investigate and develop expansion of bulk-billing opportunities
- Report to Manager Patient Administrative Services activity and data integrity with regards to Outpatient Private Practice/Bulk Billing services as required
- Work collaboratively with Administrative, revenue, finance, clinical and medical allocations team in relation to achieve organisation goals with regards to revenue generation and retention activities and compliance with financial reporting as required
- Ensure communication to Outpatient Management Committee via PAS management processes within legislation, policy and guidelines in relation to Outpatient Private Practice/Bulk Billing services
- Maintain current knowledge of the Medical Schedule of Benefits including items numbers, payment schedules and private health funds
- Liaise with revenue staff with regards to medical specialists Private Practice Arrangements in relation to Outpatient activities
- Liaise with revenue staff regarding any billing issues that are a result of data entry into MediRecords and resolve accordingly
- Maintenance of all records and files in accordance with Metro South Health’s guidelines for archiving and retention of records
- Participate in continuous quality management activities including the initiation, development, implementation, and monitoring of solutions to address service delivery issues
- Comply with, and utilise contemporary human resource management requirements and practices, including workplace health and safety, equal employment opportunity and anti-discrimination policies
- Complete education with fellow colleagues to ensure everyone is aware of the purpose and importance on bulk billing within the hospital
- Ensure patients and other staff are treated fairly and with mutual respect and understanding, regardless of cultural, religious, ethnic and linguistic backgrounds
- Commit to patient safety and quality in the delivery of health care by actively participating in safety and quality practices.
Medical Receptionist
Logan Heart Centre
10.2022 - 08.2023
- Greet and attend to patients in person and over the phone
- Managing and updating patients medical records, and communicating with doctors, general practitioners, nurses and other health staff
- Process billing and settling accounts at the end of each day
- Coordinating the daily administration for doctors, technician’s and patients
- Answer all phone calls in a professional and courteous manner
- Maintain confidentiality of all doctors, staff and patient information
- Schedule appointments between doctors and patients
- Scan, fax and file documents
- Processing Medicare and DVA claims
- Receipting of invoices
- Liaise with patients and their families in a compassionate manner
- Daily use of medical software (Stat Health System)
- Type documents as required with a high level of accuracy
- Handle cash, EFTPOS and other payments and adhere to practice billing policy
- An understanding of medical terminology and experience in general practice accreditation and standard’s.
A03 Administration Officer
Connecting Care Team, Contact Centre
02.2022 - 06.2022
- Provide Waitlist Management and Rapid Response services including appointment confirmations, waitlist auditing, outsourcing and health alerts
- Provide a high level of customer service, demonstrating understanding, empathy, patience and a positive attitude in a call centre environment
- Operate with a high degree of independence in performing the duties of the position while maintaining open channels of communication between all staff within the department
- Support an efficient and effective Waitlist Management including appointment confirmation Utilise information systems (HBCIS & ieMR) to record and update patient demographic, appointment and referral information, ensuring data integrity and patient confidentiality by adhering to approved policies, guidelines and workplace instructions
- Liaise with patients and their representatives, referring doctors, any person to whom or from whom a service is provided or received ensuring that Health Contact Centre services function so as to provide the best service possible
- Quickly develop rapport, using strong communication and negotiation skills to understand patient needs and to deliver a service that meets their needs within relevant policies and guidelines
- Work autonomously and as part of the Health Contact Centre team and manage own workflow by negotiating priorities for work completion whilst considering the needs of other team members and ensuring that required deadlines are met within a call centre environment
- Contribute to the Health Contact Centre service through the identification of new initiatives that enhance the functioning of administrative services within the work unit
- Actively participate in a working environment supporting quality human resource management practices including employment equity, anti-discrimination, workplace health and safety and ethical behaviour.
Administration Officer (2IC)
Healthy Homes, New Zealand
05.2018 - 08.2021
- Developed and strengthened client relationships by delivering knowledgeable support
- Set appointments and managed meeting schedule
- Established and enforced successful operational policies to strengthen team productivity while empowering individual staff to independently handle job tasks
- Liaised with internal teams and external customers to facilitate smooth communication and handle requests
- Exceeded specific team goals and resolved issues, partnering with staff to share and implement customer service initiatives
- Assisted team with timely and accurate administrative work covering multiple remote sites
- Advocated for staff training and spearheaded continuous development strategies to maximize team performance
- Achieved timeline and quality targets when organizing large volume of records
- Created reports using advanced data management and software skills
- Interfaced with internal and external customers to meet project targets
- Updated and successfully cleared high volume of emails daily with reliable accuracy
- Helped organizational leadership with purchase orders, service contracts, financial reports and audits
- Entered new employees into the database and maintained employee records
- Signed off weekly timesheets
- Coordinated filing systems
- Handled cash and eftpos payments
- Preparing documents for entering in the database, entering the data into database software correctly
- Checking the accuracy of data that is being inputted
- Resolving discrepancies in information, obtaining further data if needed
- Accurately prepared weekly and monthly reports to manage tight deadlines.
Telecommunications Officer/Finance Officer A02/A03
Queensland Shared Services/ DSITI
12.2006 - 04.2016
- Answered phones politely and directed callers to appropriate personnel
- Responded to customer emails, chat requests and telephone calls to answer questions, provide information and resolve problems
- Accurately documented calls and caller information in SAP software and made updates to data
- Worked successfully with diverse group of co-workers to accomplish goals and address issues related to our products and services
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Demonstrated self-reliance by meeting and exceeding workflow needs
- Demonstrated leadership by making improvements to work processes and helping to train others
- Provided excellent service and attention to customers through phone conversations
- Worked closely with department personnel to produce accurate and timely bills
- Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables' data
- Generated, mailed and monitored invoices
- Sent copies of invoices and statements to customers to facilitate payment of outstanding invoices
- Updated customer accounts and processed payments.
Education
Skills
- Excellent Time Management
- Able to set priorities and implement decisions based on set goals
- Excellent capacity to retain new things
- Exceptional Customer Service face to face, over the phone or on email
- Able to grasp new concepts quickly
- Friendly and well mannered
References
- Samantha Lavis, Private Practice Manager, 0430464910
- Marrisa Murphy, Senior Revenue Officer, 0437879003
Timeline
A04 Accounts Receivable Officer
Redland Hospital
02.2024 - Current
A03 Private Practice Officer
Redlands Hospital
08.2023 - 02.2024
Medical Receptionist
Logan Heart Centre
10.2022 - 08.2023
A03 Administration Officer
Connecting Care Team, Contact Centre
02.2022 - 06.2022
Administration Officer (2IC)
Healthy Homes, New Zealand
05.2018 - 08.2021
Telecommunications Officer/Finance Officer A02/A03
Queensland Shared Services/ DSITI
12.2006 - 04.2016
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