MELISSA BERTON

• Responded promptly to phone calls from patients or referring providers seeking assistance or clarification on organizational services or policies.
• Provided back-up support for reception desk duties when necessary, demonstrating flexibility in adapting to various roles within the department as needed.
• Streamlined patient registration process by implementing efficient data entry techniques and prioritizing accuracy.
• Enhanced patient satisfaction with timely and accurate scheduling of appointments, ensuring minimal wait times.
• Administer the processing of all Northern Health Community Referrals including My Aged Care referrals.

• Navigation of the My Aged Care Portal to process referrals, waitlists and add service information.

• Management of waitlists and making appointments in Sub Acute Ambulatory Services.

• Extensive knowledge of patient administration systems (CPF,IPM, and HMS) Harrison Diary and Interpreter booking service.

• Liaising with internal clinical staff and external health professionals.

• Adapted to changing workloads, processes and resourcing during the pandemic and worked in the Covid Monitoring Team.

• Delivering customer service to patients in the form of appointments using the many IT applications. (HMS/Harrison/IPM/CPF/REFERRAL MANAGER/TALS/MAC/EXCEL)

• Working independently to prioritise workload and complete tasks.

• Extensive computer skills including Excel, Microsoft Word and complete tasks.

• Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
• Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
• Responsible for administration functions within the Credit and Transactional Service operations for a major utilities company. Includes responsibility for back office functions in Bangalore, India.

• Relationship management between the client and multiple third parties such as the Department of Human Services (DHS).

• Back office administration of government grants, ensuring forms are correctly sent to customers accordingly and funds allocated in a timely manner.

• Assist in resolving customer disputes and account reconciliations.

• Inbound and outbound call management of the Large and Industrial & Commercial portfolio.

• Enhanced credit decision-making by conducting comprehensive financial analysis and risk assessments.
• Reduced delinquency rates by implementing effective portfolio management strategies.
• Reviewed and verified income, credit reports and employment histories for each borrower.
• Responsible for end to end Credit and Collections activity of TRUEnergy Large Industrial &Commercial portfolio worth 2.5b in annual revenue.

• Completing minimum of 40 outbound calls to large portfolio accounts on a daily basic.

• Providing high level customer service keeping in line with current credit policies and procedures whist maximising recoveries.

• Monitor portfolio process and provide management with end of month reporting.

• Managing high risk customers and liaising with our bankruptcy & insolvent department.

• Reconciliations of client accounts.

• Decreasing amount of escalations by displaying successful negotiation and customer relationships skills.

• Reduced delinquency rates by implementing effective portfolio management strategies.
• Trained new team members on company-specific processes, ensuring consistent standards across the credit department.
• Responsible for Credit and Collections activities along with Receptionist duties.
• Top Cut Food Industries 1999-2000
• Sales Liaison Officer