Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Melissa Kervin

Tweed Heads

Summary

Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Main Reception & Switchboard Administration Officer

NSW Health – Tweed Valley Hospital
05.2024 - Current
  • Key Skills:
  • Exceptional verbal communication and interpersonal skills
  • Professional and calm telephone manner
  • Strong ability to multitask and prioritize in high-pressure environments
  • Commitment to confidentiality and data protection
  • Proficient in hospital management systems and office software
  • Collaborative team player with strong clerical and administrative capabilities
  • Main Reception Duties:
  • Welcome and assist patients, visitors, and staff with professionalism and empathy
  • Manage patient check-in and check-out processes efficiently
  • Respond to general enquiries, provide accurate information, and direct appropriately
  • Process referrals, forms, and various clinical documentation
  • Support clinical and administrative teams with routine clerical tasks
  • Promptly follow emergency procedures by notifying security or medical staff when required
  • Switchboard & Communication Duties:
  • Operate the hospital switchboard, managing high call volumes and routing calls internally and externally
  • Relay urgent and time-sensitive information to clinical and operational teams, including emergency services
  • Activate and coordinate hospital emergency codes (e.g., Code Blue, trauma, fire, security threats, helicopter arrivals)
  • Manage paging systems, send alerts, and contact on-call staff, including after-hours teams
  • Monitor and maintain contact directories, staff rosters, and emergency call-out lists
  • Register new patients and update records in line with data protection and confidentiality policies
  • Log critical incidents and communication activity; prepare summaries or reports as needed
  • Assist with communications during system outages or technical issues, supporting IT and infrastructure teams

Education Support Officer – Rural Director of Training (Psychiatry)

NSW Health
06.2022 - 05.2024
  • Provided comprehensive clerical and administrative support to ensure the effective coordination and delivery of the rural psychiatry training program across multiple sites.
  • Served as a key liaison between the Rural Director of Training, Clinical Directors, the Royal Australian and New Zealand College of Psychiatrists (RANZCP), and junior medical officers (JMOs), facilitating seamless communication and collaboration among stakeholders.
  • Managed sensitive trainee documentation and maintained accurate digital and physical records in compliance with healthcare confidentiality standards and organisational protocols.
  • Supported the educational journey of psychiatry trainees by identifying and responding to individual learning needs, contributing to improved engagement and academic outcomes.
  • Assisted in the planning and coordination of training activities, assessments, workshops, and performance reviews, ensuring timely execution and adherence to curriculum requirements.
  • Developed and implemented individualized support strategies for trainees, particularly those requiring additional academic or pastoral guidance.
  • Demonstrated a high level of professionalism, initiative, and adaptability in addressing challenges, streamlining administrative processes, and contributing to a supportive and inclusive learning environment.
  • Actively promoted a culture of continuous learning and professional development, aligning educational support with broader organizational goals.

MHRT Coordinator | Ward Clerk | Clinical Support Officer (CSO)

Kurrajong Mental Health Inpatient Unit, Tweed Hospital
06.2022 - 01.2024
  • Ward Clerk – Kurrajong Mental Health Unit
  • Act as the primary administrative liaison on the ward, providing seamless support to clinical staff, patients, and visitors.
  • Manage patient admissions and discharges, ensuring accurate record-keeping and coordination with relevant departments through electronic health systems.
  • Efficiently handle telephone inquiries, directing calls and providing clear, helpful information.
  • Coordinate ward appointment schedules, staff rosters, and meeting logistics to optimize daily operations.
  • Maintain both electronic and physical filing systems in compliance with patient confidentiality and health record standards.
  • Oversee procurement and inventory management of ward supplies, liaising with suppliers to ensure consistent stock levels.
  • Assist nursing staff and management in preparing reports, correspondence, and documentation.
  • Facilitate communication between patients, families, and multidisciplinary healthcare teams, demonstrating empathy and respect for mental health sensitivities.
  • Uphold NSW Health policies regarding privacy, occupational health and safety, and infection control.
  • Key Skills:
  • Organizational excellence, multitasking, superior verbal and written communication, proficiency in electronic medical records and office software, confidentiality, healthcare environment experience, patient-centred approach, multidisciplinary teamwork.
  • Mental Health Review Tribunal (MHRT) Coordinator
  • Coordinate and facilitate MHRT hearings for patients under involuntary treatment or detention, ensuring all stakeholders are informed and supported.
  • Manage scheduling, logistics, and secure documentation for hearings conducted in-person or remotely.
  • Prepare and distribute tribunal documentation, maintain accurate records, and ensure compliance with statutory deadlines.
  • Serve as the primary contact between clinical teams, legal representatives, patients, families, and tribunal members.
  • Provide clear, compassionate guidance about tribunal processes to patients and carers, coordinating additional support services when needed.
  • Ensure strict adherence to mental health legislation, uphold patient rights, and implement legal and procedural updates promptly.
  • Key Skills:
  • In-depth knowledge of mental health law, organizational and time-management expertise, high-level interpersonal communication, confidentiality, crisis management, legal precision, trauma-informed practice
  • Clinical Support Officer (CSO) – Kurrajong Mental Health Unit
  • Manage nurse rostering using workforce management software to ensure optimal staffing and compliance with award conditions.
  • Support recruitment efforts alongside the Nurse Unit Manager (NUM), including job requisitions, interview coordination, onboarding, and personnel record maintenance.
  • Assist with administrative tasks such as report preparation, minute-taking, roster management, and performance documentation.
  • Oversee procurement processes for medical supplies and equipment, maintaining accurate inventory and budget awareness.
  • Act as a professional point of contact for internal and external stakeholders, managing enquiries with discretion and clarity.
  • Safeguard patient and staff confidentiality in line with NSW Health policies.
  • Provide comprehensive administrative support to clinical teams to facilitate smooth daily operations.
  • Identify and implement process improvements to enhance administrative efficiency and service delivery.
  • Key Skills:
  • Workforce management, organizational skills, communication, NSW Health systems knowledge, accuracy, independent and team work, mental health service awareness.

Receptionist – Community Mental Health Service (Traineeship)

The Tweed Hospital
06.2022 - 07.2023
  • Efficiently managed patient appointment scheduling, including booking, rescheduling, and cancellations to optimize clinic flow.
  • Proactively confirmed upcoming appointments and coordinated follow-up visits to enhance patient care continuity.
  • Collaborated closely with clinical staff to synchronize schedules and support seamless service delivery.
  • Registered new patients, accurately verifying demographic and insurance details to ensure proper documentation.
  • Maintained and updated patient records within hospital systems, ensuring strict adherence to confidentiality and data protection standards.
  • Welcomed and directed patients throughout the facility, providing clear guidance to therapy and consultation areas.
  • Handled phone, email, and in-person inquiries promptly and professionally, assisting patients and families with service information and appointment management.
  • Supported mental health professionals during urgent or crisis situations by following established escalation protocols with sensitivity and discretion.
  • Organized patient care documents and ensured the smooth operation of front-desk functions.
  • During my traineeship, I developed a strong working relationship with my manager, a Senior Administrative Manager, who provided extensive mentorship and training. This mentorship exposed me to advanced administrative functions such as recruitment, interviewing, and rostering, enriching my understanding of senior-level administrative management within a healthcare setting.

Second-in-Charge / Store Manager

CHOICE Discount Store
01.2016 - 01.2022
  • Lead daily store operations including cash handling, stock receiving, merchandising, and maintaining store presentation standards.
  • Manage customer service processes such as refunds, exchanges, and complex enquiries to ensure high satisfaction levels.
  • Drive sales growth and achieve budgeted targets by motivating and coaching the team.
  • Recruit, train, and develop staff; conduct performance reviews and foster a positive, safe work environment.
  • Monitor and control wage expenditure, profit and loss statements, and inventory accuracy.
  • Implement promotional displays and optimise store layout to maximise profitability and traffic flow.
  • Ensure compliance with company policies, OH&S regulations, and relevant legislation.

Education

High School Diploma -

Kingscliff High School
Kingscliff, NSW
11-2013

Skills

  • Administrative support
  • Office management
  • Customer relations
  • Payroll and budgeting
  • Schedule management
  • Document preparation
  • Customer service
  • Attention to detail
  • New hire onboarding
  • Bookkeeping
  • Flexible schedule
  • Supplies ordering
  • Operations management
  • Multiple priorities management
  • Staff management
  • Deadline adherence
  • Cross-functional collaboration
  • Mail handling
  • Schedule coordination
  • Technical support
  • Executive support
  • Team building and leadership
  • Relationship development
  • Documentation and reporting
  • Goal setting
  • Decision-making
  • Work Planning and Prioritization
  • Recordkeeping and file management
  • MS office
  • Office administration

Certification

  • Federal Police Check Certificate
  • Certificate III in Medical Administration - 2023
  • Certificate III in Early Education and Care — 2016
  • Certificate II in Retail Services — 2015
  • Certificate I in Hospitality — 2013
  • Certificate II in Hairdressing — 2012
  • Certificate II in Nail Technology — 2012
  • Certificate II in Retail Makeup and Skin Care — 2012

Timeline

Main Reception & Switchboard Administration Officer

NSW Health – Tweed Valley Hospital
05.2024 - Current

Education Support Officer – Rural Director of Training (Psychiatry)

NSW Health
06.2022 - 05.2024

MHRT Coordinator | Ward Clerk | Clinical Support Officer (CSO)

Kurrajong Mental Health Inpatient Unit, Tweed Hospital
06.2022 - 01.2024

Receptionist – Community Mental Health Service (Traineeship)

The Tweed Hospital
06.2022 - 07.2023

Second-in-Charge / Store Manager

CHOICE Discount Store
01.2016 - 01.2022

High School Diploma -

Kingscliff High School

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Melissa Kervin