Kristina Valdez-Yates
Perth,WA
Summary
Dynamic Practice Lead at Clear Health Psychology with a proven track record in staff management and operational efficiency. Adept at enhancing patient care through effective scheduling and compliance. Recognized for exceptional communication skills and a commitment to fostering a supportive team environment, driving practice growth and client satisfaction.
Overview
19
19
years of professional experience
Work History
Practice Lead
Clear Health Psychology
Cannington
10.2024 - Current
- Focus on maintaining efficient, compliant, and supportive operations, allowing clinicians to focus on patient care. These roles encompass front-desk reception, intake coordination, financial management, records maintenance, and, at higher levels, practice management and staff supervision.
- Patient Intake and Scheduling
- Initial Point of Contact: Answering inquiries via phone, email, and in-person in a welcoming, empathetic manner.
- Intake Management: Screening new clients, collecting initial, sensitive information, and matching them with the appropriate therapist.
- Diary Management: Scheduling client appointments, staff meetings, and group sessions using systems Coreplus and Outlook.
- Appointment Management: Sending reminders, managing cancellations, and applying no-show or cancellation fees.
- Clinical Support and Record Keeping
- Confidentiality Compliance: Ensuring all client information and files are kept secure, confidential, and compliant with privacy regulations.
- File Maintenance: Scanning, filing, and uploading documentation (reports, intake forms, notes) into client files, often within strict timeframes
- Monitoring Notes: Reviewing and following up on missing or unlocked clinical notes.
- Resource Management: Ordering psychometric test materials, maintaining assessment protocols, and managing resources.
- Financial Administration
- Billing and Payments: Processing client payments, invoices, and receipts.
- Insurance and Claims: Processing Medicare rebates, bulk-bill payments, NDIS claims, and WorkCover authorizations.
- Debt Management: Following up on outstanding client balances.
- Operational and Office Management
- Facility Maintenance: Ensuring the waiting room, kitchen, and consulting rooms are clean, tidy, and welcoming.
- Stock Management: Conducting weekly stocktakes of office supplies, brochures, and kitchen supplies.
- Technology Management: Handling IT tasks, including electronic, video, or in-person scheduling systems.
- Staff and Practice Support
- Onboarding: Assisting with onboarding and training new clinicians or interns.
- Caseload Management: Overseeing client waitlists and ensuring psychologists have appropriate caseloads.
- Reporting: Preparing reports on service data, KPI tracking, and performance metrics.
- Specialized Roles
- Strategic Planning: Supporting directors with business growth, marketing, and strategic direction.
- Policy Development: Creating and updating policies and procedures to ensure operational efficiency.
- HR Tasks: Assisting with recruiting, screening, and managing team tasks
Dental Receptionist
EVP Dental
04.2024 - 10.2024
- Provide a friendly and helpful service to patients
- Ensure the appointment book is running efficiently
- Working effectively and managing patient appointments through EXACT system.
- Follow direction from the Front office Coordinator, Assistant Manager and Practice Manager
- Promptly answer the phone with polite and courteous manner
- Attend the calls regarding appointment and other enquiries e.g. accounts
- Greet patients/visitors by name & convey warmth when interacting with patients
- Responsible for ensuring that there are no appointment gaps and that patients turn up for appointments
- Ensure calls are on appropriate duration
- Responsible for managing the practice’s recall system
- Comply with practice protocols
- Correspondence, and record management
- Accurately book and coordinate lab jobs
- Responsible for the management of debtors by following up outstanding debts and ensuring collection within 1 week of date of service provided
- Keeping reception and waiting room tidy
Café Manager
City View Café Optus Stadium
03.2018 - 07.2023
- Managed a team, which included handling payroll, creating rosters, conducting daily briefings, overseeing onboarding, recruitment, and performance reviews.
- Managed OpenTable booking system for the Café
- Created POS/Till buttons, Inventory, Financial report through Xchangefusion system
- Ensured that staff logs in and logs out correctly for payroll purposes using an online application.
- Effectively guided team members through supervision, coaching and mentoring using best practice.
- Provided exceptional recruitment support by receiving CVs and carefully assessing them to create shortlists.
- Provided support to the Department Head to develop the food and beverage menu.
- Assisted with food and stationery / office supplies order, stock management using the system to raise Purchase Orders.
- Facilitated the group onboarding process for new joiners by welcoming them on their first day, conducting an orientation, providing a site tour, and assisting in setting up their login details.
- Created promotional flyers and menu cards, and subsequently collaborated with the marketing team for the printing process.
- Organized staff social gatherings / team building activities.
- Updated the department and orientation manuals, and efficiently organized all necessary training courses for the staff.
Café Manager
The Deck Café and Lounge
12.2015 - 12.2017
- Provided constructive feedback for the improvement of general business development.
- Ensured that the company complies with licensing laws, health and safety regulations, and other statutory regulations by consistently checking the checklist and probe calibrations.
- Ensured all equipment in the service areas are operational – checking the opening and closing checklists, and reporting to the maintenance team for any issues.
- Showcased exceptional multitasking capabilities and provided administrative support, including handling booking inquiries, keeping the team informed of any changes or updates and updating software.
- Assisted with recruiting new joiners by conducting phone screenings with candidates, shortlisting them, scheduling in-person interviews, and administering practical assessments.
- Coordinated with the local supplier for food and stationery / office supplies orders.
- Created promotional materials and food and beverage menu cards.
- Answering incoming phone calls and receiving customers at the front desk by greeting and directing appropriately
Assistant Manager
Metro Bar and Bistro
03.2015 - 12.2015
- Provided support in creation and management of the staff schedule and processed staff payroll.
- Arranged onboarding and training for new staff.
- Oversee and support kitchen and wait staff while being available to assist when necessary.
Catering Assistant Manager
Compass Group
02.2012 - 05.2014
- Planned menus for clients considering the various preferences and specific dietary requirements.
- Scheduled staff shifts and efficiently organized food preparation and service throughout the event.
Duty Manager
Soul Bar and Bistro
08.2011 - 01.2012
- Scheduled staff roster using an online scheduling tool and distributed this information to the team.
- Resolved complaints and conflicts arising from interactions between staff and customers.
- Implemented appropriate disciplinary actions for employees who engage in misconduct.
Assistant Restaurant Manager
Westin Hotel
09.2010 - 09.2011
- Effectively supported in the daily operations of the restaurant and room service.
- Proactively assisted with menu planning and support servers during peak times.
- Monitored employees to guarantee the fulfillment of performance expectations.
Café Supervisor
Takapuna Beach Café
01.2010 - 09.2010
- Established staff work schedules and procedures.
- Maintained records of stock, repairs, sales, and wastage.
- Trained staff in job duties, as well as sanitation and safety procedures.
Food & Beverage Supervisor
Heritage Hotel
09.2007 - 12.2009
- Assisted with table setting for customers who have made table reservations.
- Managed staff and work schedules.
- Handled all customer complaints and took corrective action as needed.
Waitress
Sal Rose
10.2006 - 09.2007
- Take food and beverage orders as well as recommend daily specials.
- Communicate effectively to the kitchen and serve food and beverage to the customers.
Education
Diploma - Travel, Tourism and Business
Sir George College of Airline, Travel and Tourism
01.2019
Western Australia RSA -
01.2018
First Aid Training -
St. John Ambulance
01.2017
St. Scholastica’s College
Manila, Philippines01.2011
Skills
- Staff Management
- Customer Service
- Food and Beverage Management
- General Administration
- Computer program and software literate
- MS Word
- Excel
- Outlook
- PowerPoint
- Team Management
- Training
- Development
- Performance Appraisal
- Recruitment
- Fast learner
- Organized
- Attention to detail
- Adaptability
- Independent work
- Teamwork
- Working under pressure
- Dedication
- Goal-oriented
- Result-oriented
- Communication skills
- Coordination skills
References
- Thibault Vanweydeveld, 0420655283
- David Swyny, 0449102394
- Alka Tiessink, 0423633428
- Liam Carr, 0406899190
- Amnada Pozzi, 0419854348
- Diane Prunty, 0416570377
Training And Education
- Western Australia Approved Manager, 2019
- First Aid Training, St. John Ambulance, 2018
- Western Australia RSA, 2017
- Diploma in Travel, Tourism and Business, Sir George College of Airline, Travel and Tourism NZ, 2011
- St. Scholastica’s College, Manila Philippines, 2006
Personal Information
Citizenship: New Zealand Citizen
Timeline
Practice Lead
Clear Health Psychology
10.2024 - Current
Dental Receptionist
EVP Dental
04.2024 - 10.2024
Café Manager
City View Café Optus Stadium
03.2018 - 07.2023
Café Manager
The Deck Café and Lounge
12.2015 - 12.2017
Assistant Manager
Metro Bar and Bistro
03.2015 - 12.2015
Catering Assistant Manager
Compass Group
02.2012 - 05.2014
Duty Manager
Soul Bar and Bistro
08.2011 - 01.2012
Assistant Restaurant Manager
Westin Hotel
09.2010 - 09.2011
Café Supervisor
Takapuna Beach Café
01.2010 - 09.2010
Food & Beverage Supervisor
Heritage Hotel
09.2007 - 12.2009
Waitress
Sal Rose
10.2006 - 09.2007
Diploma - Travel, Tourism and Business
Sir George College of Airline, Travel and Tourism
Western Australia RSA -
First Aid Training -
St. John Ambulance
St. Scholastica’s College