Louise Monaghan
Broulee,NSW
Summary
I am a highly skilled and enthusiastic professional Practice Manager and medical administrator with over 33 years' experience in medical/health field,
Experienced in managing operations in a high volume patient-centric medical practices, successfully overseeing clerical staff, and ensuring smooth running of the practice. I have experience in staff rostering, performance reviews, budgets and KPI, supplying management and patient services with a focus on developing and leading a productive and efficient team.
Focusing on providing exceptional customer service I am a
detail-oriented team player with strong organisational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Love a challenges and I thrive on keeping busy.
Overview
17
17
years of professional experience
Work History
Practice Manager
South Coast Radiology Gold Coast
2020.01 - 2024.07
- Managing a clerical team of 8 staff in a high-volume practice setting that serviced 100-140 patients per day...incoming calls
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Managed daily practice operations to optimise appointment scheduling, patient records management and billing functions.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Ordered of office supplies and kept check on inventory levels.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Boosted staff morale by offering constructive feedback and specific direction.
- Assessed processes and procedures, complying with OHS,
- Established policies regarding patient privacy rights; safeguarding all confidential information.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
- Provided supervision and management to team of support personnel.
- Training of newly hired team members on office procedures and computer system, appointment making and customer service, Medicare batching and invoice and private invoice and claiming.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Rostering of all staff, Radiographer, Sonographers and all clerical staff.
- Signing off on all time sheets and annual leave.
Ward Administrator
Mater Hospital Newcastle
2018.01 - 2020.01
- Greeting incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to appropriate people.
- Assisting Nursing Unit Manager in morning meetings and hand over.
- Improved department efficiency by streamlining and implementing policies and processes.
- Organized paperwork for doctors, nurses, and patients.
- Updating information in computer system and printed paperwork.
- Stored and retrieved permanent records on daily basis.
- Prepared necessary documentation for patient admissions and discharges, ensuring smooth transitions of care.
- Elevated overall effectiveness of the ward by consistently monitoring and updating patient boards, ensuring all pertinent information was visible to staff members.
- Enhanced patient experience by efficiently managing medical records, scheduling appointments, and coordinating with healthcare professionals.
- Improved communication among team members by maintaining updated contact lists and facilitating meetings as needed.
- Streamlined administrative processes for improved efficiency in handling patient information and communication between staff members.
- Provided valuable assistance during emergency situations by quickly alerting appropriate medical personnel when necessary.
- Performed various administrative tasks by filing, copying and faxing documents.
- Received and routed laboratory results to correct clinical staff members.
Administration Manager
2014.01 - 2018.12
- Lake Macquarie Day Oncology Unit – Gateshead NSW
- First point of contact for patients who require chemotherapy and other infusion, providing support and information to Oncology and non-Oncology patients, ensuring patients receive a welcoming, empathetic and understanding experience
- Coordination of treatment programs/care plans for Oncology patients
- Liaising with Medical and Radiation Oncologist regarding patients care and treatment
- All administration tasks required to run a Day Oncology Unit
- Eg admitting and discharging of patients, health fund cover checks, liaising with DVA and works compensation organisations and self-funding patients, billing, scanning, scheduling of future appointments
- Supporting nursing staff on a daily basis
- Assisting the NUM on a daily basis in all areas required, diary management, in-service training etc
- Liaising with Pharmacist regarding patents treatments and drugs, changes and cancellations of appointments.
Patient Service Officer
Pindara Private – Accident & Emergency
2010.01 - 2014.10
- Registering of all patients presenting to ED for treatment, including documentation and data entry of all patients' details
- Admission of all Emergency Department patients and all after hours admissions, discharges, transfers, collaborative leave, including completion of all paperwork associated with these processes
- Health Fund checks, arranging admissions to the hospital
- Providing exceptional customer service and patient support
- Completing Midnight census
- Communicating constantly with patients, relatives and Department managers to ensure a smooth work flow
- Coordination of appointments for scans, tests and consultations
- Attending to request of Dr's and Nurses, liaising with specialist.
Practice Manager /Theatre Nurse
Cosmetic Surgery
2007.07 - 2010.07
- Conducting consultations for cosmetic procedures and providing quotes
- Organising surgeon's theatre list and times
- Responding to and following up on patient enquiries by phone/email
- Developing and implementing strategies to deliver growth for the clinic, including social media
- Assisting in theatre with procedures
- Pre and post-operative checks
- Operating sterilisation unit
- Staff rostering
- Practice and financial administration tasks
- Adhering and maintaining to best practise and quality management systems.
Education
Year 12 Certificate -
Catholic Girls High ( Merici Collage )
Braddon ACT11.1986
Skills
- Practice Manager providing exceptional customer service, for over 33 years.
- Extensive Administration experience
- Former AIN- certificate 3
- Strong Communication both verbally and written to ensure information is conveyed in a concise and service friendly way.
- Ability to communicate on all levels with people of all backgrounds and disabilities to produce positive outcomes.
- Meeting and exceeding KPI's in sales, compliance, confidentiality and customer/ patient care exceptional care,
- Ability to multi-task and prioritise a high-volume workload
- Schedule Management, Staff Management
- Practice Management, Workflow Management
- Policy Implementation, Staff Development
- Electronic Health Records
- Staff Supervision, Training and mentoring
- Staff Scheduling, Problem Identification, Patient Relations, Patient Education
Seeking
A role in administration where I can utilise and showcase my extensive skills, challenging my personal growth and assisting others.
Systemsknowledge
- Medilink
- Promed
- Capable Software
- Medical Director
- Meditech
- Totalcare
- Front Desk
- Blue Chip/Genie
- Charm
- Karisma
Roles And Responsibilities
- First point of contact for patients who require chemotherapy and other infusion, providing support and information to Oncology and non-Oncology patients, ensuring patients receive a welcoming, empathetic and understanding experience.
- Coordination of treatment programs/care plans for Oncology patients
- Liaising with Medical and Radiation Oncologist regarding patients care and treatment
- All administration tasks required to run a Day Oncology Unit. eg admitting and discharging of patients , health fund cover checks, liaising with DVA and works compensation organisations and self-funding patients, billing, scanning, scheduling of future appointments
- Supporting nursing staff on a daily basis
- Assisting the NUM on a daily basis in all areas required, diary management, in-service training etc
- Liaising with Pharmacist regarding patents treatments and drugs, changes and cancellations of appointments
Personality
- Highly organised and efficient
- Attention to detail
- Responsible and reliable
- High level of personal presentation
- Excellent verbal and written communication skills
- Ability to work as a team member or autonomously as required
- Excellent communication skills particularly in responding to emergency situations.
- Friendly and approachable
- Compassionate and empathetic
- Happy
References
- Alexandra Kotze-NUM Day Oncology Unit /Lake Macquarie Private, 49475757/0414 738 606
- Kate Edwards Administration Manager of SCR 0409896180
- Gillian Bettridge-Group Administration Integration Manager at Integral Diagnostics (SCR) 0408774279
Timeline
Practice Manager
South Coast Radiology Gold Coast
2020.01 - 2024.07
Ward Administrator
Mater Hospital Newcastle
2018.01 - 2020.01
Administration Manager
2014.01 - 2018.12
Patient Service Officer
Pindara Private – Accident & Emergency
2010.01 - 2014.10
Practice Manager /Theatre Nurse
Cosmetic Surgery
2007.07 - 2010.07
Year 12 Certificate -
Catholic Girls High ( Merici Collage )
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