Katherine McCallum

Practice Manager | The Family Practice Emu Park

Managed the daily operations of a busy general practice, supporting doctors, nurses, and reception staff to keep services running smoothly. Work closely with management and clinical teams on staffing, patient care, practice procedures and service improvements.

• Managed staff rosters, leave, appointment books, and daily workloads to ensure optimal staffing and service delivery.
• Supervise overseas virtual assistant teams, including training, allocating work, reviewing accuracy and following up on issues.
• Support staff recruitment, onboarding, training and performance reviews.
• Oversaw billing, Medicare administration, debt recovery, and patient fee enquiries, ensuring accurate financial operations and timely resolution of patient queries.
• Handle patient complaints and work with staff and doctors to resolve concerns.
• Develop clear procedures and training resources to help staff carry out their roles confidently and consistently.
• Coordinated administrative support for care planning, health assessments, and residential aged care services.
• Assisted with practice accreditation and compliance requirements.
• Organised building maintenance, equipment repairs, and IT support to maintain operational efficiency and a safe environment for staff and patients.
• Work across practice locations to improve processes and share responsibilities between teams.

Medical Receptionist | The Family Practice Emu Park

Worked as part of a busy reception team, supporting patients, doctors and nurses with appointments, billing and day-to-day administration. Took on higher duties assisting the Practice Manager and stepped in as interim Practice Manager during their leave.

• Set up and managed doctors’ appointment books, including session times, leave and changes to bookings.
• Managed patient appointments, phone enquiries and requests, referring urgent concerns to nursing staff.
• Handled daily billing, payments, Medicare claims and outstanding accounts.
• Trained and supported new reception staff, helping them learn practice systems and procedures.
• Maintained patient records, scanned correspondence and managed confidential information.
• Provided friendly, respectful service and helped patients with enquiries and concerns.
• Assisted the Practice Manager with daily operations and staff coordination, taking responsibility for the running of the practice during their leave.

Food and Beverage Supervisor | Capricorn International Resort

Supervised staff and daily service across multiple bars, restaurants and function areas. Managed rosters, training, stock and cash handling, and ran large functions and events, making sure guests were well looked after.

• Organised staff rosters, allocated duties and supervised shifts across multiple venues.
• Ran large functions and events, coordinating setup, staff and service with the kitchen team.
• Trained new staff and supported the team during busy service periods.
• Managed stock levels, ordered supplies and completed stocktakes.
• Maintained food quality, hygiene and workplace safety standards.
• Made sure staff followed responsible service of alcohol requirements.
• Processed payments, handled cash and balanced tills.
• Dealt with guest enquiries and complaints.