Joanne Tesoriero

Key Responsibilities:

• Leadership & Team Management:
  Lead, supervise, and support patient services staff within the Centre; oversee rostering, recruitment, induction, and performance management in collaboration with the Centre Leader. Foster collaboration and high performance through coaching and recognition.
• Patient Services & Operational Oversight:
  Ensure continuity and excellence in service delivery; manage complex patient inquiries, complaints, and diary scheduling for clinicians. Monitor patient feedback and support process improvements to meet patient needs and uphold service standards.
• Change Management & Continuous Improvement:
  Assist in implementing practice-wide change initiatives aligned with GenesisCare’s vision. Collaborate on strategic projects and contribute to operational enhancements across the network.
• Financial & Billing Administration:
  Oversee and support patient account activities including Medicare, DVA, and private billing. Ensure informed financial consent, accurate invoice generation, and effective debtor management. Train and supervise accounts staff where applicable.
• Stakeholder & Relationship Management:
  Build strong relationships with patients, clinicians, administrative teams, and external stakeholders. Support a positive, respectful workplace culture; manage grievances and promote engagement.
• Training & Development:
  Mentor team members, identify training needs, deliver ongoing coaching, and assist with annual performance reviews to support professional growth and patient-centred care excellence.

Key Achievements:

• Successfully led and managed a team of [insert number] staff in a high-volume, patient-focused environment.
• Implemented process improvements that enhanced patient experience and administrative efficiency.
• Demonstrated strong knowledge of clinical billing systems and improved patient financial education through clear communication of billing procedures.

Tools & Systems:
Medicare, DVA, Private Health Fund billing systems, Clinical Administration Systems, including Mosaiq, EMDAT, and PBRC, Microsoft Office Suite (Excel, Word, Outlook),

• Company Overview: GenesisCare provides high quality specialist care to patients with cancer and cardiovascular disease, the two largest disease burdens globally. The organisation exists to improve quality and access for patients and communities in need. GenesisCare is the largest provider of radiation therapy across Australia, employing highly trained professionals and support staff.
• External Stakeholder Management: Patients
• Internal Stakeholder Management: Doctors, Radiation Therapists, Nursing Staff, Accounts and Administration staff.
• Answering Telephones in a timely manner
• Responding to queries in accordance with the privacy policy
• Having breadth of service knowledge to respond to patient queries
• Managing the integrity of patient records
• Generating invoices for consult and follow up appointments
• Providing patients with accounts information.
• Working co-operatively within a multidisciplinary team
• Providing a high quality of patient care
• GenesisCare provides high quality specialist care to patients with cancer and cardiovascular disease, the two largest disease burdens globally. The organisation exists to improve quality and access for patients and communities in need. GenesisCare is the largest provider of radiation therapy across Australia, employing highly trained professionals and support staff.
• Assisting management with the opening of a new GenesisCare centre.
• Identifying challenges and communicating solutions/ideas with management.

• Company Overview: The Alfred Hospital is one of Australia’s leading major hospitals servicing Melbourne and the State of Victoria. It provides extensive specialty services in the treatment of cancer, asthma, psychiatry and allergies. It also maintains world class services for cardiology and neurosurgery, and houses the largest intensive care unit in Australia.
• Patient Administration
• Database Administration
• Data Entry
• External Stakeholder Management: Patients
• Internal Stakeholder Management: Doctors
• Performance Leadership
• Performance Management
• Performance Coaching
• Staff Retention
• Training and Coaching Facilitation
• Staff Career Development
• Billing and Reporting
• Departmental and Operational Planning
• Create/Outwork Divisional Strategy
• Change Management
• Rostering
• Patient Scheduling
• The Alfred Hospital is one of Australia’s leading major hospitals servicing Melbourne and the State of Victoria. It provides extensive specialty services in the treatment of cancer, asthma, psychiatry and allergies. It also maintains world class services for cardiology and neurosurgery, and houses the largest intensive care unit in Australia.
• Implementation of the Electronic Referral System
• Project Lead
• System Implementation
• Process Design and Implementation
• Implementation of Customer Response Program
• Project Lead
• Customer Response Time Improved By 25%
• Implementation of Appointment Scheduling Process
• Project Lead
• Improved Doctor/Patient Response Times

• Company Overview: The Alfred Hospital is one of Australia’s leading major hospitals servicing Melbourne and the State of Victoria. It provides extensive specialty services in the treatment of cancer, asthma, psychiatry and allergies. It also maintains world class services for cardiology and neurosurgery, and houses the largest intensive care unit in Australia.
• Patient Administration
• Database Administration
• Data Entry
• External Stakeholder Management: Patients
• Internal Stakeholder Management: Doctors
• Training and Coaching Facilitation
• Billing and Reporting
• Process Improvement
• Patient Scheduling
• The Alfred Hospital is one of Australia’s leading major hospitals servicing Melbourne and the State of Victoria. It provides extensive specialty services in the treatment of cancer, asthma, psychiatry and allergies. It also maintains world class services for cardiology and neurosurgery, and houses the largest intensive care unit in Australia.
• Design and Documentation of Processes
• Ear, Throat and Nose Clinic
• Ophthalmology Clinic
• Project Lead
• Process Documents
• Process Design and Implementation
• Additional Leadership Responsibilities

• Company Overview: Fairfax Digital Limited is an innovative and digitally progressive media company in Australia and New Zealand - the trusted voice informing, engaging and entertaining audiences and communities via newspapers, websites, radio stations, events and dynamic digital ventures.
• Customer Service
• Customer Sales
• Team Leadership
• Staff Training
• Staff Coaching
• Process Improvements
• Website Design
• Quality Control
• Fairfax Digital Limited is an innovative and digitally progressive media company in Australia and New Zealand - the trusted voice informing, engaging and entertaining audiences and communities via newspapers, websites, radio stations, events and dynamic digital ventures.
• Developed and Delivered Monthly Customer Travel Communications and Reviews
• Developed Customer Service Manual for New Staff
• Developed and Launched Customer Training Program
• 84% Increase in Business Department Profit: FY08

• Company Overview: World Vision Australia is a Christian relief, development and advocacy organisation dedicated to working with children, families and communities to overcome poverty and injustice.
• Customer Service
• Customer Sales
• Team Leadership
• Reporting
• Staff Coaching
• Process Improvements
• Technical Support
• Quality Control
• Internal Stakeholder Management: Technicians
• World Vision Australia is a Christian relief, development and advocacy organisation dedicated to working with children, families and communities to overcome poverty and injustice.
• Implementation of the Onsite Support Request
• Project Lead
• System Implementation
• Process Design and Implementation
• Increased Performance Efficiency
• Staff Allocation Project
• Project Lead
• Significant Cost Reduction
• Significant Improvement in Customer Satisfaction