Lillana Lang
Coombabah
Summary
With experience ranging in diverse office environments, I have consistently demonstrated a commitment to efficiency, organisation, and exceptional service delivery. Proficient in handling a wide range of administrative tasks, including document management, scheduling, data entry, and office organisation.
Highly motivated with a strong desire for positive patient experience. I am empathetic, culturally sensitive and neurodiverse affirming.
Overview
10
10
years of professional experience
Work History
Client Care Team
Ladybug House Paediatric Speech & OT
05.2023 - Current
- Administrative Duties: Point of contact for all inquiries such as in person, phone and email. Ensuring client bookings were organised and seamless for staff and clients. Confirm appointments and follow up on any changes or cancellations. Processing of client payments.
- Patient Reception: Greet and welcome patients with a warm and friendly demeanour. Register new patients, update existing patient information, and verify patient details accurately.
- Appointment Scheduling: Schedule patient appointments efficiently, taking into consideration the clinic's availability, doctor's schedules, and patient preferences. Confirm appointments and follow up on any changes or cancellations.
- Phone and Email Communication: Answer phone calls and respond to emails promptly and courteously. Address patient inquiries, provide information, and assist with scheduling.
Medical Receptionist and Administrator
Gold Coast Surgical Group
10.2020 - 05.2023
- Patient Reception: Greet and welcome patients with a warm and friendly demeanour. Register new patients, update existing patient information, and verify patient details accurately.
- Appointment Scheduling: Schedule patient appointments efficiently, taking into consideration the clinic's availability, doctor's schedules, and patient preferences. Confirm appointments and follow up on any changes or cancellations.
- Phone and Email Communication: Answer phone calls and respond to emails promptly and courteously. Address patient inquiries, provide information, and assist with scheduling and prescription refill requests.
- Coordinated surgical team schedules for seamless procedure planning and execution.
- Reduced wait times for patients by implementing an efficient triage system for urgent cases.
- Organised all necessary documentation for surgical wait lists.
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
Medical Receptionist
Tweed Health for Everyone Super Clinic
08.2016 - 10.2020
- Patient Reception: Greet and welcome patients with a warm and friendly demeanour. Register new patients, update existing patient information, and verify patient details accurately.
- Appointment Scheduling: Schedule patient appointments efficiently, taking into consideration the clinic's availability, doctor's schedules, and patient preferences. Confirm appointments and follow up on any changes or cancellations.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanour.
- Phone and Email Communication: Answer phone calls and respond to emails promptly and courteously. Address patient inquiries, provide information, and assist with scheduling and prescription refill requests.
- Medical Records Management: Maintain and organise patient records, ensuring confidentiality and compliance with privacy regulations. Retrieve and file medical records as needed.
- Payment Processing: Process payments, and provide receipts to patients. Assist with Medicare payment/rebate processing. Maintain accurate records of financial transactions.
- Office Organisation and cleanliness: Keep the reception area and waiting room tidy and well-organized. Consistently adhering to rigorous cleaning protocols. Ensure that reading materials and informational brochures are readily available to patients.
- Team Collaboration: Collaborate with medical staff and other administrative personnel to coordinate patient care and resolve any scheduling or administrative issues.
Medical Receptionist
Coolangatta Medical Centre
08.2015 - 08.2016
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to APP regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanour.
Education
Certificate III - Sterilisation Services
Certificate III - Hospitality Services
Skills
- Communication: Strong verbal and written communication skills, including the ability to effectively interact with colleagues, clients, and external stakeholders
- Neurodiverse affirming: The ability to take into account a person’s neurodivergence, and to acknowledge that all neurotypes have unique strengths, interests and support needs
- Problem Solving: Ability to analyse situations, identify potential issues, and generate creative solutions to resolve problems effectively
- Confidentiality: Ability to handle sensitive information with utmost discretion and maintain confidentiality at all times
- Customer Service: Strong customer service skills, including the ability to handle inquiries and resolve issues in a professional and courteous manner
- Computer Skills: Proficiency in using various software programs with a strong ability to become proficient in new programs at a fast pace
- Payment processing: Use of EFTPOS, TYRO, HICAPS and cash handling
EMPLOYMENT DOCUMENTS
- QLD Blue Card
- NDIS Worker Screening
- National Police Certificate can be obtained upon request
Timeline
Client Care Team
Ladybug House Paediatric Speech & OT
05.2023 - Current
Medical Receptionist and Administrator
Gold Coast Surgical Group
10.2020 - 05.2023
Medical Receptionist
Tweed Health for Everyone Super Clinic
08.2016 - 10.2020
Medical Receptionist
Coolangatta Medical Centre
08.2015 - 08.2016
Certificate III - Sterilisation Services
Certificate III - Hospitality Services
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