Lauren Scicluna
Officer
Summary
Detail-oriented and highly motivated administrative professional with extensive experience in healthcare, customer service, and clerical support. Expertise in managing patient admissions, scheduling, data entry, and collaborating with multidisciplinary teams to enhance operational efficiency. Strong communication and organizational skills, combined with a commitment to accuracy, confidentiality, and delivering exceptional patient-centered service. Proven ability to thrive in fast-paced environments while maintaining professionalism and efficiency, ensuring seamless administrative processes.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service/Admissions Clerk
Casey Hospital – Monash Health
10.2014 - Current
- Greet and assist patients and visitors, providing clear directions and information.
- Accurately register, admit, transfer, and discharge patients while maintaining confidential records.
- Handle patient inquiries, incoming calls, and written requests from internal and external stakeholders.
- Facilitate timely and confidential transfer of medical records and health information.
- Perform data auditing and correction to ensure record accuracy.
- Provide clerical support to medical, nursing, surgical, and allied health teams.
Maternity Bookings Clerk
Casey & Dandenong Hospital – Monash Health
11.2021 - 04.2024
- Coordinate and schedule elective Caesarean procedures, ensuring timely and efficient patient bookings.
- Maintain and manage waitlists in iPM, ensuring data integrity and compliance with DHHS Elective Surgery Access Policy.
- Book procedures in EMR and communicate essential details to patients regarding their admission.
- Act as the first point of contact for maternity bookings, providing professional and courteous assistance.
- Collaborate with midwives, nurses, and obstetric teams to facilitate seamless patient experiences.
- Perform clerical support functions such as records management, correspondence sorting, and appointment coordination.
- Uphold Monash Health’s iCARE values by ensuring excellence in patient care and administrative services.
National Switchboard Operator
Department of Defence – Robertson Barracks
03.2009 - 07.2010
- Managed high-volume inbound calls, directing inquiries efficiently to appropriate departments.
- Maintained knowledge of Defence acronyms and rank structures to assist callers effectively.
- Provided professional customer service, responding to inquiries with confidentiality and discretion.
Insurance Consultant & Trainee Supervisor
RACV Insurance and Roadside Assistance
05.2006 - 12.2008
- Handled inbound customer inquiries related to insurance policies and roadside assistance memberships.
- Processed amendments and resolved customer complaints with a focus on service excellence.
- Supervised and trained new employees to ensure high standards of customer support.
Conveyancer
Sargeants Bayside Conveyancing
07.2004 - 05.2006
- Managed property title searches, government and local authority inquiries, and contract condition fulfillment.
- Facilitated smooth property settlements by liaising with financial institutions and preparing settlement statements.
- Ensured accuracy in document preparation and compliance with legal requirements.
Manager
McDonald's Restaurant
10.2000 - 07.2004
- Supervised and trained employees, ensuring compliance with workplace safety and hygiene standards.
- Managed stock ordering, cash handling, and overall restaurant operations.
- Provided exceptional customer service and resolved complaints efficiently.
Education
High School Diploma -
Mentone Girls Secondary College
Skills
- Patient admissions and medical administration
- Data entry and records management
- Customer service and patient liaison
- Scheduling and coordination
- High-volume call handling
- Strong written and verbal communication
- Microsoft Office Suite (Word, Outlook)
- Hospital systems: iPM, EMR, Symphony
- Confidentiality and compliance (DHHS policies)
- Team collaboration and problem-solving
Certification
- Certificate III in Customer Contact (RACV)
- Workplace First Aid (McDonald’s)
- Fire Prevention and Protection (McDonald’s)
- Basic Shift Management (McDonald’s)
Timeline
Maternity Bookings Clerk
Casey & Dandenong Hospital – Monash Health
11.2021 - 04.2024
Customer Service/Admissions Clerk
Casey Hospital – Monash Health
10.2014 - Current
National Switchboard Operator
Department of Defence – Robertson Barracks
03.2009 - 07.2010
Insurance Consultant & Trainee Supervisor
RACV Insurance and Roadside Assistance
05.2006 - 12.2008
Conveyancer
Sargeants Bayside Conveyancing
07.2004 - 05.2006
Manager
McDonald's Restaurant
10.2000 - 07.2004
High School Diploma -
Mentone Girls Secondary College
Additional Information
- Strong ability to adapt to fast-paced and high-pressure environments.
- Committed to continuous learning and professional development.
- Excellent attention to detail and ability to prioritize tasks efficiently.