Lucy Howe
Sydney,NSW
Summary
Collaborative Medical Practice Manager proudly offering over 20 years' experience resolving customer issues and handling insurance company disputes. Energetic professional known for implementing procedures that lower overhead costs and increase productivity. Promoting proactive planning and organizational skills. Versatile Practice Manager with background in healthcare administration. Experience includes managing daily operations, improving workflow efficiency, and developing effective patient care strategies. Strengths include strong leadership abilities, adeptness in conflict resolution, and proficiency in medical billing processes. Notable contributions include implementing successful staff training programs and streamlining operational procedures.
Overview
19
19
years of professional experience
Work History
Practice Manager
BUPA Dental
Kensington, NEW SOUTH WALES
04.2023 - Current
- Developed and implemented policies and procedures for the medical practice.
- Ensured compliance with HIPAA regulations, licensing requirements, and other legal standards.
- Recruited, trained, supervised and evaluated staff members.
- Implemented strategies for increasing patient satisfaction ratings through surveys or feedback forums.
- Created strategic plans for improving efficiency in operations of the medical practice.
- Managed budgets, financial reports and accounts receivable and payable activities.
- Negotiated contracts with vendors such as laboratory services providers, medical equipment suppliers and pharmaceutical distributors.
- Resolved customer complaints regarding billing issues or other concerns related to the medical practice.
- Analyzed data trends to identify potential areas of improvement in operational processes.
- Monitored inventory levels of supplies needed for daily operations.
- Assisted with onboarding new employees by providing orientation materials and training sessions.
- Supervised day-to-day operations of facility, complying with strict corporate policies and guidelines.
Practice Manager
Quay Dental
Sydney, New South Wales
10.2022 - 04.2023
- Created onboarding program for new staff members, training in customer service and billing procedures.
- Managed financial operations, budgeting, and reporting tasks
- Utilized active listening skills to engage with physicians, patients, and coworkers
- Created and implemented policies and procedures for effective practice management.
- Coordinated with Medicare Australia, Health funds, DVA for patient claims.
- Collaborated with third-party support teams
- Coordinated timesheet entries for payroll processing
- Overseeing all Workplace Health and Safety requirements
- Providing daily and monthly reports
- Maintained financial records, including billing and accounts receivable and payable.
Practice Manager
The Physiotherapy Clinic
Sydney
01.2022 - 06.2022
- Ensure smooth and efficient run of the practice
- Patient management: greeting and welcoming patients, answering all phone enquiries, processing and managing patient’s accounts
- General administration including processing payments using
- Eftpos and HiCaps
- Monitor all practice activities in the line with the business environment
Practice Manager
Hunter Physio Sports Clinic
07.2019 - 09.2021
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
- Mentored and coached interns and newly hired team members on office procedures and computer systems.
- Recruited, hired and trained new medical and facility staff.
- Ordered supplies needed and kept tabs on inventory levels.
- Coordinated financial operations, budgeting, accounting, expenses and financial reporting tasks.
- Created and implemented policies and procedures for effective practice management.
- Consulted with clinicians to develop business strategy.
- Motivated staff by offering direction and providing constructive feedback.
- Communicated with patients with compassion while keeping medical information private.
- Created and maintained electronic record management (EMR) systems to store data and develop reports.
- Checked entire office and waiting areas regularly to provide clean and organized surroundings.
Administration Officer
Rehab Health and Fitness Australia
10.2018 - 06.2019
HiCaps
- Meeting and Greeting customers
- General administration duties including emailing, faxing, scanning, filling
- Maintaining the immaculate presentation of the premises
- Preparing NDIS service agreements and communicate well with clients, support coordinators and health professionals
- Answering all incoming calls and booking appointments
- Processing Hicaps, Medicare Claims and Workers
- Compensation cases
- Handling payments and completing banking daily
Office Manager
Sports Lab Double Bay
03.2006 - 09.2018
- Sports Lab is a new generation health care centre where
- Integrated Assessment and Treatment Systems provide a new approach to injury management, performance improvement and total body care and provide comprehensive, multidisciplinary, patient centered approach in 9 primary health care disciplines
- As the Office Manager of Sports Lab I am responsible for the administration function of the practice which include managing a team of clinic professionals engaged in client service, finance and facilities maintenance
- Some of the responsibilities include:
- Managing and supervising the office administration team of 10 staff members
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Managing the client booking process
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managing the client invoicing and collection process and banking
- Liaising with health funds and submitting insurance claims
- Record and maintain the client database
- Manage the office expense budget and maintain the expense accounting
- Manage and coordinate the office supplies procurement process
- Supervise and train office administration staff and handle the recruitment process for new hires
- Managed, scheduled and coordinated office functions and activities for employees.
Education
Diploma of Business - Operations Management
Foundation Education
03-2025
Certificate IV in Health Administration -
01.2013
Certificate III in Bookkeeping -
01.2005
Skills
- Team Development
- Proficient in Xero
- Policy and Procedure Development
- Workflow Management
- Financial Reporting Coordination
- Employee Training Program
- Strategic Decision Making
- Time Management
- Performance Review Management
- Process Optimization
- Team Leadership
- Talent Acquisition
- Medical Practice Management
- Staff Guidance
- Marketing
- Policy Implementation
- Hiring medical personnel
Timeline
Practice Manager
BUPA Dental
04.2023 - Current
Practice Manager
Quay Dental
10.2022 - 04.2023
Practice Manager
The Physiotherapy Clinic
01.2022 - 06.2022
Practice Manager
Hunter Physio Sports Clinic
07.2019 - 09.2021
Administration Officer
Rehab Health and Fitness Australia
10.2018 - 06.2019
Office Manager
Sports Lab Double Bay
03.2006 - 09.2018
Diploma of Business - Operations Management
Foundation Education
Certificate IV in Health Administration -
Certificate III in Bookkeeping -
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