Kateena Poppi-Kyle

Extension on Practice Manager Tasks;

• Working regionally across 5 Clinics in collaboration and support to the Practice Managers, Clinical Services Manager and General Manager
• Providing effective data to be used to implement improvement on services and feedback to Clinical Services Manager and General Manager
• Providing training/ upskilling to Practice Managers
• Enhanced Staff Orientation experience by developing and implementing engaging, informative presentations, data reflecting IUIH MoC and Systems
• Enhanced patient experience by streamlining appointment scheduling and implementing efficient check-in procedures
• Improved staff productivity by developing comprehensive training programs tailored to individual job roles and responsibilities.
• Completed files for treatment options and billing information.

• Ensure the Clinic delivers quality treatment and meets agreed health Service Agreement commitments to clients
• Manage Clinic performance and lead strategies, in line with the IUIH MoC and agreed key performance indicators, to provide comprehensive, holistic and culturally appropriate primary health care services to clients
• Responsible for monitoring, ordering, receiving and disposal of vaccines in accordance with IUIH cold chain management policy and procedures
• Ensure effective care coordination and case management approaches with clients for health and wellbeing services and ensure effective client recall practices and seamless client service(s) across the range of Services provided by MATSICHS
• Work collaboratively with your team to ensure best practice and efficiencies are gained
• Work collaboratively with management and the team of Practice Managers to ensure best practice
• Coordinate a program of visiting Specialist Medical and Allied Health Services
• Provide regular reports to Senior Management as required care services to clients
• Provide regular reports to Senior Management as required
• Provide leadership for your multidisciplinary team in the delivery of efficient, effective and responsive health services
• Provide leadership and direction for staff in the implementation of the IUIH model of care
• Contribute to community promotions and engagement strategy/ies that includes local marketing, sponsorship and alliances to build and maintain patient loyalty and return rates
• Work closely with the Manager, Clinical Services to review, monitor and improve systems against agreed indicators (i.e
• Identify gaps in business processes and service delivery, and formulate responses to address these)
• Ensuring delivery of clinical services is underpinned by a clinical governance framework that fosters reflective practice, constructive feedback and service improvement at the highest standards in quality and safety of client care
• Primary responsibility for the prevention and management of risk including establishing and maintaining high-level processes and systems
• Ensure ongoing maintenance of AGPAL accreditation standards
• Ensure effective operation of visiting specialist and allied health services; identify changes in demand and oversee efforts to procure additional / changing services in response to demand
• Ensure an effective and efficient client transport service
• Primary responsibility for ensuring effective electronic health information system is maintained in line with best practice standards in privacy and data system management, electronic systems and computer security and that all staff are trained and supported to use and maintain the system in line with their job roles
• Responsibility for the development and implementation of effective strategies to harness and coordinate resolutions of complaints and respond appropriately to client feedback

Including Medical Receptionist tasks, extension on;

• Assume responsibility for ensuring efficient and productive use of calendars
• Train New Reception Staff & Upskill
• Ensure Reception team are following tasks
• Coordinate room bookings on behalf of Practice Manager
• Monitor billing patterns and raise any concerns with Practice Manager
• Contribute to the development and ongoing refinement of referral and follow-up pathways between local clinics and Multi-disciplinary service providers
• Maximise all billing opportunities for all appointments – i.e MBS, Workcover
• Monitor referral and recall system for Multi-disciplinary service providers to ensure patient’s continuity of care is maintained;
• Work closely with local practice manager, key local support staff and Outreach providers to assist in trouble-shooting issues which may arise in the course of service delivery

• Work in ways which are ethically, culturally and respectfully propa; fostering integrity in our conduct and actions by matching our ways with the values of IUIH
• Uphold client confidentiality, ensuring their right to privacy with information only being shared where consents are provided
• Advanced use Microsoft Word, Excel, Powerpoint
• Adhere to practices to achieve high booking and attendance rates, including checking time requirements for each appointment, coordinating daily lists, ringing patients to confirm attendance, managing changes and follow up appointments, monitoring and managing patient flow /wait times within the day
• Prepare for daily appointments by providing the client files and relevant materials available to clinic health professionals and visiting health professionals
• Prioritize patients when necessary and screen urgent phone calls
• Provision of client services to all clients to the clinic including allied health and specialist health services, i.e
• Coordinate patient registrations and maintain patient contact details
• Update client’s personal details – address, phone numbers, Medicare numbers, healthcare card and pension card numbers daily
• PIP, Medicare Claims and Work-cover claims are processed in accurate and timely fashion
• Process and batch Medicare Claims
• Review, monitor and audits of data accuracy Checks are run to audit data accuracy
• Provision of a high standard of customer service
• Compile statistics and assist with data collection for reports
• Perform general word processing duties including typing letters, agendas, minutes and reports

• Enhanced guest satisfaction by providing exceptional customer services - In all areas within eg. Drive-Thru, Front Area, Register
• Trained new staff on best practices in customer service, resulting in improved overall performance metrics.
• Resolved customer complaints professionally, leading to improved customer relations and loyalty.
• Maintained safety standards by properly handling food and adhering to sanitation guidelines.