MARIA GOMES
Sydney
Summary
Dynamic Funds Confirmation Officer at St Vincent’s Private Hospital with a proven record of accuracy in patient booking coordination and financial consent processes. Recognised for delivering exceptional customer service, resolving complex inquiries with empathy and precision, and ensuring full compliance with hospital billing protocols. Skilled in cross-functional collaboration, time management, and process improvement to enhance patient satisfaction and operational efficiency.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Funds Confirmation Officer
St Vincent's Private Hospital
Sydney
07.2024 - Current
- Verified patients' insurance details and booking forms to ensure correct procedure codes, item numbers, and financial coverage, maintaining 100% compliance with hospital billing standards.
- Monitored and processed over 140 patient admissions daily, conducting eligibility and coverage checks via fund portals.
- Coordinated closely with bed managers and booking teams through shared inboxes to confirm admission details and resolve discrepancies in a timely manner.
- Created self-insured quotes and contacted patients to explain out-of-pocket costs, ensuring clear communication and patient understanding of financial obligations.
- Liaised with doctors' rooms via phone and email to update quotes, confirm procedure details, and ensure accurate cost estimates.
- Generated Financial Consent Forms and prepared estimates for WorkCover, DVA (Gold/White Cards), and Third Party Insurers, obtaining necessary approvals and documentation.
- Corrected and maintained accurate cost data, including flat rates, consumables, and procedure times for plastic and general surgery bookings.
- Collected payments prior to admission, providing patients with detailed verbal and written estimates and verifying proof of payment.
- Contributed to enhanced patient satisfaction by delivering clear communication, prompt issue resolution, and meticulous financial verification.
Patient Customer Service / Receptionist
St Vincent's Private Hospital
Sydney
02.2022 - 07.2024
- Performed end-of-day banking and reconciliation, ensuring all patient payments, EFTPOS transactions, and deposits matched system records with 100% accuracy.
- Balanced daily takings, investigated discrepancies, and prepared deposit documentation in accordance with hospital financial procedures.
- Ensured secure handling and transfer of funds in compliance with cash management and audit standards.
- Provided patient lists and information to doctors and hospital staff in compliance with privacy, policy, and legislative requirements.
- Ensured data integrity and accuracy within hospital information systems, maintaining compliance with hospital record standards.
- Prepared and verified admission documentation at least 48 hours prior, proactively following up on missing details with relevant departments.
- Assisted patients with admission bookings, online submissions, and financial consent documentation, ensuring clear and empathetic communication.
- Performed health fund eligibility checks, verified clinical information, and prevented duplicate records by adhering to correct search protocols.
- Handled cash and electronic payments, ensuring out-of-pocket expenses were collected and all banking transactions were reconciled daily.
- Supported smooth hospital operations by assisting patients with luggage, arranging transport (e.g., taxis), managing courier pickups, and directing visitors.
- Covered ward reception and other administrative areas as needed, ensuring consistent service and team support across departments.
- Participated in team meetings, quality improvement initiatives, and risk management activities, contributing to a safe and efficient workplace.
- Reported IT, supply, and operational issues promptly, ensuring timely escalation and resolution.
- Maintained compliance with Workplace Health & Safety, Equal Opportunity, and patient privacy regulations, completing all required annual competencies.
- Welcomed and supported new staff members, fostering a positive, collaborative team environment.
- Managed incoming media requests, referring appropriately to the Business Development Manager.
Dental Assistant /Receptionist
Blue Tooth Dental
Sydney
06.2019 - 12.2022
- Greeted and registered patients, scheduled appointments, and managed phone and email inquiries with professionalism and care.
- Assisted the dentist during procedures by preparing instruments, maintaining a sterile environment, and ensuring smooth clinical workflow.
- Updated and maintained patient records, treatment notes, and medical histories in compliance with privacy and confidentiality standards.
- Processed payments, insurance claims, and treatment estimates, verifying patient coverage and explaining financial obligations clearly.
- Prepared treatment rooms before and after appointments, including sterilising instruments and setting up dental materials.
- Monitored stock levels of dental supplies and submitted orders to ensure continuous clinic operations.
- Managed recall and reminder systems, ensuring patients attended regular check-ups and follow-up appointments.
- Collaborated with dental practitioners and support staff to maintain high standards of clinical and administrative efficiency.
Surgical Dental Assistant
Dental Fresh
Sydney
05.2018 - 05.2019
- Prepared surgical instruments, trays, and treatment areas according to infection control and sterilisation protocols to ensure a sterile operative environment.
- Assisted the dentist and oral surgeon chairside during complex surgical procedures, anticipating clinical needs to optimise precision and efficiency.
- Monitored patient comfort and safety before, during, and after procedures, offering reassurance and postoperative care guidance as directed.
- Managed surgical inventory and stock control, ensuring instruments, sutures, and consumables were available and properly maintained.
- Sterilised surgical tools and maintained equipment logs, complying with infection prevention standards and dental board regulations.
- Prepared and organised surgical documentation, including consent forms, treatment plans, and patient records.
- Handled and disposed of biohazard materials and infection control guidelines.
- Assisted in sedation and anesthesia preparation, monitoring patient response under supervision of the dentist or oral surgeon.
- Collaborated with front-office and clinical teams to coordinate patient schedules, surgical bookings, and follow-up appointments.
Education
Certificate IV In Accounting And Bookkeeping -
Macquarie Education Group Australia - Sydney, NSW
04.2018 - 10.2019
Skills
- Time Management & Prioritisation: Efficiently balance high patient volumes, admissions deadlines, and financial verifications
- Customer Service Excellence: Deliver empathetic, patient-centered communication that enhances satisfaction and trust
- Complaint Resolution: Handle sensitive or complex inquiries with professionalism and patience, ensuring timely issue resolution
- Teamwork & Collaboration: Work closely with multidisciplinary teams, including nurses, doctors, and administrative staff, to streamline patient processes
- Professional Conduct: Maintain confidentiality, accuracy, and integrity in all interactions and recordkeeping
- Adaptability & Flexibility: Thrive in dynamic hospital environments with frequent schedule changes and urgent priorities
- Composure Under Pressure: Stay calm, efficient, and courteous during peak workloads or patient escalations
- Understanding Patient Needs: Anticipate and respond effectively to individual concerns, ensuring clear communication and comfort
Timeline
Funds Confirmation Officer
St Vincent's Private Hospital
07.2024 - Current
Patient Customer Service / Receptionist
St Vincent's Private Hospital
02.2022 - 07.2024
Dental Assistant /Receptionist
Blue Tooth Dental
06.2019 - 12.2022
Surgical Dental Assistant
Dental Fresh
05.2018 - 05.2019
Certificate IV In Accounting And Bookkeeping -
Macquarie Education Group Australia - Sydney, NSW
04.2018 - 10.2019