LIZ (NHI) DINH
Footscray,VIC
Summary
Client Services professional with a strong background in healthcare operations and senior team leadership. Skilled in managing client relationships, resolving complex issues, and ensuring high-quality service delivery. Demonstrates a proven ability to lead cross-functional teams, adapt to evolving organizational needs, and maintain a focus on patient-centered care and operational excellence. Recognized for exceptional communication, strategic problem-solving, and a results-driven approach that enhances client satisfaction and team performance.
Overview
4
4
years of professional experience
Work History
Case Officer
Unified Healthcare Group
06.2024 - 09.2024
- Managed case loads, ensuring timely resolution of client inquiries and issues.
- Developed comprehensive care plans in collaboration with healthcare providers and clients.
- Conducted assessments to evaluate client needs and eligibility for services.
- Streamlined case review processes, enhancing service delivery efficiency.
- Handled escalated customer complaints professionally, resolving issues promptly without compromising quality service.
- Negotiated favorable resolutions between all parties involved in a case while upholding ethical standards at all times.
Team Leader/Receptionist
Collingwood Medical
10.2023 - 07.2024
- Led team to enhance patient care quality through streamlined processes and improved communication.
- Oversaw staff training initiatives, ensuring adherence to best practices and regulatory compliance.
- Implemented operational improvements resulting in reduced wait times for patients and increased satisfaction scores.
- Coordinated interdisciplinary team meetings to align goals and facilitate collaborative problem-solving approaches.
- Mentored junior staff, fostering a culture of continuous improvement and professional development within the team.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Client Services Officer
Cohealth - Health Works Footscray
04.2021 - 04.2024
- Managed appointment scheduling, ensuring optimal time management for clients and staff.
- Maintained accurate records using electronic health systems, ensuring compliance with regulatory standards.
- Manage and coordinate appointment schedules
- Handling client registration and processing billings
- General admin including managing and responding to emails and faxes
- Customer and stakeholder liaison
- Providing administrative support to doctors and nurses during consultation sessions, ensuring all clients meet program eligibility and complete required documentation before appointments - for both clinical and NSP teams.
Client Services Officer
Cohealth - Collingwood / West Melbourne Respiratory Clinic
04.2021 - 04.2024
- Delivered exceptional client support by addressing inquiries and resolving issues efficiently.
- Collaborated with healthcare professionals to coordinate patient care and service delivery.
- Streamlined client onboarding processes, enhancing overall satisfaction and engagement.
- Managing appointments and registrations of new and existing clients
- General admin including managing and responding to emails and faxes
- Administer interpreter processes.
- Support healthcare professionals and manage client flow within the waiting room, ensuring program eligibility and documentation compliance.
Medical Receptionist
The Integrated Medical Centre
01.2021 - 01.2021
- General duties and responsibilities:
- Providing leadership support to colleagues
- Providing and delivering efficient client service (face to face and over the phone)
- Administrative support
- Managing appointment scheduling, billing activities, and patient records
- Diverse communication
Education
Certificate IV - Human Resource Management
Swinburne University of Technology
11.2025
Medical Practice and Terminology Course
Wesley Training
01.2021
Foundation Business Management
Swinburne University of Technology
01.2016
St Albans Secondary College
Melbourne, VIC02-2013
Skills
- Deputy Software
- Management Skills
- Time management skills
- Customer Service
- Advanced Problem Solving
- Effective communication skills
- Confidentiality adherence
- Front desk operations
- Telephone skills
- Strong empathy
- Professionalism and etiquette
- Multitasking capacity
- Attention to detail
- Leadership
- Professional
- Appointment scheduling
- Client registration processing
- Billing management
- Interpreter coordination
- Microsoft Office
- TRAKCARE Software
- Best Practice Software
- Data entry accuracy
- Medical and Dental Software
- Digital Communication
- Verbal Communication
- Client service delivery
Languages
Vietnamese
Native or Bilingual
English
Native or Bilingual
Timeline
Case Officer
Unified Healthcare Group
06.2024 - 09.2024
Team Leader/Receptionist
Collingwood Medical
10.2023 - 07.2024
Client Services Officer
Cohealth - Health Works Footscray
04.2021 - 04.2024
Client Services Officer
Cohealth - Collingwood / West Melbourne Respiratory Clinic
04.2021 - 04.2024
Medical Receptionist
The Integrated Medical Centre
01.2021 - 01.2021
Medical Practice and Terminology Course
Wesley Training
Foundation Business Management
Swinburne University of Technology
Certificate IV - Human Resource Management
Swinburne University of Technology
St Albans Secondary College