Lillian Woods

Medical Receptionist

Eastbrooke Ambrose Family Medical | April 2024 – October 2024

• Independent Clinic Operations Management: Independently handled all opening and closing procedures of the clinic, ensuring readiness for patient care each day. Maintained strict security and compliance protocols while managing high-pressure situations with minimal supervision.

• Appointment Scheduling and Patient Coordination: Efficiently scheduled patient appointments, ensuring optimal allocation of time slots and minimal wait times. Coordinated patient follow-ups and communicated results, recalls, and triage priorities to maintain seamless healthcare delivery.

• Confidential Records Management: Processed and handled sensitive patient information, including medical records, test results, and workers’ compensation documents, with strict adherence to privacy regulations. Facilitated the accurate transfer and receipt of patient medical records between healthcare providers.

• Collaboration with Medical Professionals: Worked closely with doctors, proactively following up on results, coordinating with external laboratories and companies, and streamlining workflows to ensure timely delivery of critical patient care.

• Daily Clinic Operations Oversight: Monitored and managed daily clinic activities, including staff scheduling, break coverage, and operational workflows. Played a key role in addressing and resolving workplace challenges, ensuring a smooth and efficient environment.

• Accounts and Billing Management: Managed Medicare, DVA, and other billing processes with precision, including end-of-day claims submissions. Proactively addressed accounts in arrears by contacting patients and arranging payment plans, ensuring financial accountability.

• Staff Training and Leadership: Regularly trained and mentored new or untrained staff members, enhancing team competency and ensuring consistency in clinic operations. Assumed leadership responsibilities when required, supervising team efforts and maintaining high standards of care and service.

• Process Improvement: Identified and implemented operational improvements to enhance workflow efficiency, reduce administrative errors, and improve the patient experience.

• Regulatory Compliance: Maintained up-to-date knowledge of healthcare regulations and standards, ensuring all clinic operations were conducted in full compliance with applicable laws and guidelines.

This role exemplified my ability to balance administrative expertise with patient centred care, demonstrating a proactive approach to problem solving and a commitment to excellence in a fast paced medical environment.

• Opened and closed medical practices unassisted, including weekends, often working independently as the sole receptionist alongside one or more doctors on duty.

• Assisted patients with completing necessary medical forms and documentation, ensuring accuracy and compliance with practice policies.

• Verified and updated patient insurance, demographic details, and health histories to maintain current and accurate records.

• Coordinated patient scheduling, including check-ins, check-outs, and billing, while optimising appointment flow to reduce wait times and maximise doctor availability.

• Delivered compassionate and professional customer service, fostering a welcoming atmosphere for patients and their families.

• Managed multi-line phone systems, handling high call volumes, and efficiently directing calls to appropriate departments while maintaining a professional demeanor.

• Ensured strict adherence to confidentiality regulations, including HIPAA, to protect patient privacy and uphold medical office standards.

• Streamlined administrative processes such as billing, claims management, and appointment reminders, reducing errors and improving office efficiency.

• Enhanced patient satisfaction by providing clear explanations of procedures, assisting with health forms, and coordinating specialist referrals with accurate and timely medical record transfers.

• Independently handled weekends and busy shifts, effectively managing all front desk operations, including triaging patient inquiries and supporting urgent health needs.

• Supported healthcare providers with administrative tasks, enabling them to focus on patient care and improving overall practice workflow.

• Organised essential medical documents, maintained filing systems, and implemented process improvements to enhance front office operations and accessibility of records.

• Regularly trained and supported new staff, ensuring smooth transitions and fostering a collaborative work environment.

• Managed office supply inventory and placed orders to ensure clerical spaces were well-stocked and operational.

• Reduced no-show rates through effective appointment reminder systems and proactive patient follow-ups.

• Maintained a clean, organised reception area to provide a positive first impression and enhance patient comfort.

• Coordinated referrals and facilitated communication between patients, healthcare providers, and insurance companies to ensure seamless continuity of care.

• Routinely handled insurance claims, payments, and medical coding tasks with precision, minimising billing discrepancies.

• Acted as a liaison between doctors, nurses, and administrative teams to ensure smooth communication and operations.

• Creating and Processing Quotes: I meticulously prepared quotes tailored to customer needs, ensuring accuracy and alignment with company pricing structures. I consistently communicated with clients to confirm quote details, make adjustments as needed, and follow up to secure business opportunities.

• Managing Accounts: I was responsible for maintaining accurate financial records by processing invoices, reconciling accounts, and ensuring timely payments. I tracked outstanding balances and proactively contacted clients regarding overdue payments, maintaining professionalism to preserve strong client relationships.

• End-of-Month (EOM) Reporting: I prepared detailed financial and operational reports at the end of each month, analysing data to identify trends, track performance, and assist management with strategic decision-making. This involved reviewing income, expenses, and outstanding invoices to ensure all figures were accurately documented and compliant with company standards.

• Opening and Closing Sales: I facilitated the start and end of sales processes, ensuring accurate transaction recording, updating inventory, and finalising payment reconciliations. This included balancing cash registers, generating sales reports, and preparing bank deposits as part of end-of-day procedures.

• Filing and Documentation Management: I maintained a well-organised filing system for both physical and electronic records, enabling quick and easy retrieval of important documents. This included client files, financial records, and compliance paperwork, which I consistently updated and archived according to company policies.

• Customer Service: I frequently engaged with clients and customers, responding to inquiries, resolving complaints, and providing clear, friendly assistance. My customer service approach focused on fostering long-term client satisfaction and loyalty.

• Administrative Coordination: I managed multiple calendars, coordinated meetings, and ensured smooth scheduling to accommodate internal and external stakeholders. I also prepared agendas, recorded minutes, and distributed follow-up communications to support team efficiency.

• Inventory and Supply Management: I monitored office supplies and placed orders to maintain adequate stock levels, ensuring the business operated without interruptions.

• Process Improvement: I identified inefficiencies in administrative workflows and implemented new systems to enhance accuracy and productivity, such as digitising paper-based records and introducing automated reminders for payments and deadlines.

• Team Support: I assisted colleagues with ad hoc administrative tasks, training new staff in office procedures, and fostering a collaborative and productive work environment.

• Bar and Customer Service Management: Provided exceptional customer service by greeting and serving patrons in a professional and friendly manner, addressing inquiries, and ensuring a positive guest experience. Maintained the bar area to high cleanliness and operational standards, adhering to all food and beverage safety regulations.

• Opening and Closing Procedures: Independently managed the opening and closing of the bar, ensuring all areas were prepared for service, equipment was operational, and daily tasks were completed efficiently.

• Cash Handling and Till Balancing: Accurately processed payments, handled cash and card transactions, and balanced tills at the end of each shift to ensure accurate financial reporting. Generated daily sales summaries and prepared deposits.

• Food Preparation and Service: Assisted in the preparation and presentation of food items, ensuring quality and compliance with food safety standards. Coordinated timely delivery of food orders to customers.

• Event Coordination and Execution: Supported the planning and execution of events, including setup, decoration, and catering logistics. Provided on-site support during events to ensure smooth operations and client satisfaction.

• Sales and Inventory Management: Monitored and replenished inventory levels for bar supplies and beverages. Ensured accurate stock records and minimised waste through efficient resource management.

This role showcased my ability to multitask in a fast-paced environment, deliver exceptional customer service, and manage key operational tasks, all while contributing to the overall success of the establishment.

• -STOCKING PRODUCE, CUSTOMER SERVICE, OPENING AND CLOSING, CLEANING, END OF DAY SALES BALANCING TILLS, FOOD PREPARATION, EVENT PLANNING

• -WAITER, CASH HANDLING, CUSTOMER SERVICE ETC

Currently deferred until hopefully 2025. Will be trying to aim for mid year intake to start back