Summary
Overview
Work History
Skills
Affiliations
Certification
References
Timeline
Generic

Leisa Fowler

Sunshine Coast,QLD

Summary

Well organised Front Office Manager at Denticine, skilled in patient relationship management and healthcare compliance. Successfully streamlined all front office patient processes, enhancing workflow efficiency. Committed to fostering a positive environment, resolving conflicts, and building strong relationships with healthcare teams, ensuring exceptional patient care and satisfaction.

Proficient in Genie software for effective records management. Excels in communication, empathy, and problem-solving skills, ensuring optimal patient care and successful outcomes.

Experience includes both emergency and planned surgical procedures. Possess specialized skills in assisting with complex surgical procedures in oral pathology. Enthusiastic, friendly and personable nature with a knack for organisation, looking for a role where hard work and dedication will be highly valued.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Front Office Manager

Dr Mark Tuffley - Denticine P/L
Brisbane, Qld
11.2022 - Current
  • Maintained effective front office and clinical protocols and procedures, identified areas for improvement, and developed plans for corrective action.
  • Managed all aspects of the Front Office, with an emphasis on creating a welcoming and positive environment for patients and staff.
  • Responsible for managing the daily operations of the front office, including greeting patients, answering phone calls, managing the flow of incoming emails, website inquiries, and conflict resolution.
  • Developed and implemented new patient registration processes to streamline workflow.
  • Collaborated with other healthcare providers across multiple disciplines in order to ensure quality care for patients.
  • Supported the entire practice staff, which boosted efficiency and improved overall process flow, with a focus on improving and maintaining job satisfaction.
  • Motivated staff by creating an enjoyable environment full of positive energy and reinforcement.
  • Communicated with patients with compassion and care, building confidence and trust.
  • Resolved patient concerns/issues in a timely manner, while maintaining a high level of professionalism.
  • Routinely reviewed processes to improve overall patient care.
  • Explained policies, procedures and services to patients.
  • Coordinated care and planned treatments with allied health care practitioners.
  • Managed patient records accurately for optimal patient care outcomes.
  • Prepared detailed reports summarizing the diagnosis, treatment plan, and expected outcomes for each patient.
  • Maintained a records management system to process personnel information, produce treatment plans, and estimates.
  • Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
  • Participated in regular training and planning initiatives aimed at developing long-term goals for the practice's growth and success.
  • Provided support to the clinical team.
  • Provide surgical assistance to the surgeon during surgical procedures.
  • Reprocessing of surgical instruments.
  • Created and implemented policies and procedures for effective infection control management.
  • Ensure compliance with safety regulations and company policies.
  • Ensured compliance with relevant state laws governing healthcare practices.
  • Maintained policies and procedures related to patient care delivery in accordance with organizational standards.
  • Maintained policies and procedures in infection control and reprocessing of surgical instruments.
  • Established strong relationships with referring practitioners and allied healthcare teams in order to foster repeat referrals and confidence.
  • Provided leadership to ensure that all front office and clinical team members are delivering excellent customer service and patient care.
  • Resolve conflicts between patients, or staff members, professionally.
  • Train yearly in the management of medical emergencies, first aid, and CPR.

Practice Manager

Dr Neil Savage - Brisbane Oral Medicine & Pathology
Brisbane, Qld
06.2000 - 11.2022
  • Liaised with other healthcare providers across multiple disciplines in order to ensure quality care for patients.
  • Facilitated implementation of new technology systems into existing workflows in order to improve operational efficiency.
  • Assessed practice operations, identified areas for improvement, and developed plans for implementing these improvements.
  • Participated in planning initiatives aimed at developing long-term goals for the practice's growth and success.
  • Coordinated staff recruitment and training.
  • Managed external relationships for supplies and services related to the practice.
  • Provided leadership and guidance to the practice team in order to meet goals and objectives.
  • Conducted regular meetings with staff to ensure effective communication and team-building.
  • Identified opportunities for growth within the practice.
  • Implemented policies and procedures related to patient care delivery in accordance with organizational standards.
  • Ensured compliance with relevant state laws governing healthcare practices.
  • Supported entire practice's staff, which boosted efficiency and improved overall process flow.
  • Trained newly hired team members on office procedures, computer systems, and infection control.
  • Created and implemented policies and procedures for effective practice management and infection prevention and control.
  • Provided support to our team offering ongoing training and support in all tasks.
  • Assisted with development of regulatory compliance systems.
  • Oversaw all aspects of daily practice operations, including front desk reception, administration, surgical procedures, and infection control management.
  • Maintained financial records, including billing and accounts receivable and payable.
  • Ensured compliance with all applicable laws, regulations, policies, procedures, and standards related to dental practice management.
  • Reviewed patient records for accuracy and completeness prior to treatment.
  • Maintained accurate financial records including budgets, invoices, payments received and made.
  • Managed operations for the practice, facilitating excellent patient support and a happy workplace environment.
  • Maintained a safe environment by following infection control policies and procedures.
  • Provided emotional support to family members during difficult times.
  • Collaborated with other health care team members to facilitate quality patient care.
  • Educated patients and families on medical and surgical procedures, medication regimens and pain management.
  • Promoted safe and calm environment for patients.

Skills

  • Patient relationship management
  • Front office operations
  • Records management
  • Healthcare compliance
  • Conflict resolution
  • Team leadership
  • Effective communication
  • Attention to detail
  • Time management
  • Surgical assistance
  • Policy and procedure modification
  • Emergency preparedness
  • Relationship building
  • Listening skills
  • Effective planning
  • Effective multitasking
  • Documentation and control
  • Administrative support
  • Schedule management
  • Schedule coordination
  • Proficient in Genie software
  • Workflow coordination
  • Team management
  • Patient management
  • Medical records management
  • Infection control

Affiliations

  • I enjoy creative writing and poetry
  • My thumbs are green, and my garden is lush
  • You will often find me at a farmers' market on the weekend
  • I enjoy hiking, road trips, and spontaneous plans
  • I take a lot of pleasure in spending time with my mum and dad
  • I like to think I can play golf, but I'm mostly having a good laugh at myself
  • I focus on 'keeping it simple' in all aspects of my life, and often find this leads to better outcomes

Certification

  • Management of Medical Emergencies- updated annually
  • First Aid and CPR - updated annually
  • Fire Warden Certification
  • Cert III Dental Assisting
  • Practice Accreditation in Oral Medicine & Pathology Practice from 2012 - 2022
  • Infection Prevention & Control Series - Prime Practice Training & Workshops June 2025

References

References available upon request.

Timeline

Front Office Manager

Dr Mark Tuffley - Denticine P/L
11.2022 - Current

Practice Manager

Dr Neil Savage - Brisbane Oral Medicine & Pathology
06.2000 - 11.2022

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Leisa Fowler