Mia Passarelli

- Operations & Administration

Role Summary

• Support the Practice Manager in the day-to-day operations of the medical centre.
• Act as a key liaison between doctors, allied health professionals, reception staff, and patients.
• Ensure smooth, efficient, and compliant functioning of the clinic in alignment with MyHealth policies and Australian healthcare standards.

Daily Responsibilities

• Open and close the clinic as required, ensuring all systems and areas are functional and secure.
• Oversee appointment scheduling systems (e.g. Best Practice, Medical Director or similar software).
• Ensure compliance with Medicare billing, DVA, WorkCover, and private billing procedures.
• Monitor daily patient flow and troubleshoot delays or operational issues.
• Supervise and support front desk/reception staff with rosters, training, and guidance.
• Assist in onboarding new team members, including GPs, nurses, and receptionists.
• Handle minor staffing issues and escalate to the Practice Manager when needed.

• Address patient concerns, complaints, and inquiries in a professional and empathetic manner.
• Ensure a high standard of customer service is maintained across the centre.
• Follow up on patient recalls, reminders, and feedback.

• Ensure the clinic complies with health and safety regulations (e.g. infection control, emergency protocols).
• Assist in preparing for accreditation audits and maintaining proper documentation.
• Monitor vaccine storage and cold chain compliance on Saturdays and when our Registered Nurse is away.

• Reconcile daily banking and billing reports.
• Assist with managing supplier orders, stock levels of office inventory
• Support basic invoicing, petty cash, and expense tracking tasks.

• Coordinate with external service providers (e.g. pathology, IT, cleaners, contractors).
• Schedule and attend staff meetings; communicate key updates or changes from management.
• Liaise with head office and Practice Manager on business improvements and performance metrics.

• Cover reception duties during staff shortages or busy periods.
• Assist with marketing initiatives such as health campaigns or new doctor promotions.
• Support in organising staff training, CPR refreshers, and professional development sessions

• Greeted and registered walk-in patients in a fast-paced, high-volume medical centre.
• Managed check-in and check-out processes efficiently to ensure smooth patient flow.
• Collected and verified Medicare and identification details for billing and eligibility.
• Handled patient inquiries both in person and over the phone in a professional and empathetic manner.

• Used practice software such as BestPractice and Automed to manage real-time patient queuing and doctor allocation.
• Monitored wait times and updated patients on delays or clinic availability.
• Prioritised urgent cases and coordinated with clinical staff to escalate when necessary.

• Processed bulk billing claims accurately through Medicare and handled billing exceptions (e.g. private vaccines, WorkCover, and overseas patients).
• Ensured correct item numbers and doctor details were entered for compliance and payment.

• Scanned and filed patient documents, referrals, pathology results, and correspondence.
• Maintained accurate patient records and updated demographics as required.
• Managed incoming faxes, emails, and other administrative tasks to support clinical operations.

• Worked closely with GPs, nurses, pathology, radiology, and allied health providers to ensure seamless patient care.
• Communicated important messages and results between doctors and patients as directed.
• Supported the clinic team in a collaborative, team-based environment.

• Ensured reception area was tidy, stocked, and welcoming.
• Assisted with opening and closing procedures, including cash handling and daily banking reconciliation.
• Followed infection control protocols and upheld confidentiality and privacy standards (in line with the Privacy Act and clinic policy).

- Ride Operations

• Operated amusement rides and attractions in accordance with strict safety procedures and park guidelines.
• Performed pre-opening safety checks and daily ride inspections to ensure operational readiness.
• Monitored ride queues, secured restraints, and ensured all guests met height and safety requirements.
• Responded promptly and calmly to ride stoppages, guest concerns, or emergency situations.
• Delivered friendly, engaging, and professional service to guests to enhance their park experience.
• Provided accurate information about attractions, wait times, and park amenities.
• Assisted guests with accessibility needs and ensured inclusive participation in rides and shows.
• Managed large queues efficiently while maintaining guest satisfaction and safety.
• Ensured orderly flow of guests through entrances, exits, and boarding platforms.
• Communicated estimated wait times and ride availability clearly to guests.
• Worked collaboratively with team members, ride supervisors, and control room staff.
• Used radios and hand signals to coordinate safe loading/unloading procedures.
• Reported maintenance issues, safety concerns, or guest incidents to supervisors promptly.
• Maintained a clean and themed attraction area in line with park presentation standards.
• Wore correct uniform and upheld Warner Bros. Movie World brand values at all times.
• Followed all workplace health and safety (WHS) regulations and protocols.

- Inbound Call Handling

• Answered high volumes of inbound calls from older Australians, their families, and service providers regarding aged care services and support options.
• Provided accurate information on eligibility, service types, and the My Aged Care assessment process.
• Guided callers through the initial registration and referral process for aged care assessments.

• Used active listening and empathy to understand each caller’s needs, ensuring a person-centred approach.
• Conducted preliminary screening questions to determine urgency and refer appropriately to assessors or service providers.
• Maintained sensitivity when handling vulnerable clients, including those experiencing health, mobility, or cognitive issues.

• Accurately recorded client interactions, updates, and referrals in internal systems.
• Maintained confidentiality and adhered to the Privacy Act and departmental data handling policies.
• Ensured all information provided was consistent with government guidelines and aged care legislation.

• Resolved complex queries or concerns by liaising with internal departments or escalating appropriately.
• Followed up on previous inquiries or service delays as needed, ensuring client satisfaction and continuity of care.
• Assisted callers experiencing difficulty navigating the My Aged Care website or digital systems.

• Met performance KPIs including call handling time, customer satisfaction, and call quality assurance benchmarks.
• Attended regular training sessions to stay updated on aged care policy changes and system updates.
• Followed call scripts and compliance protocols while adapting communication style to each caller's needs.

- Customer Service & Sales

• Delivered exceptional customer service by assisting shoppers with styling advice, product information, and size selection.
• Maintained in-depth knowledge of current fashion trends and Universal Store’s product lines to drive sales.
• Met and exceeded individual and team sales targets through proactive engagement and upselling techniques.

• Maintained a clean, organized, and visually appealing sales floor in line with brand standards.
• Assisted with visual merchandising, stock displays, and window setups during store promotions or product launches.
• Replenished stock on the floor and ensured size ranges were consistently available for customers.

• Processed customer transactions accurately and efficiently using the POS system.
• Handled EFTPOS, cash, gift card, exchange, and refund transactions in line with company policy.
• Promoted and signed up customers to loyalty programs or special promotions at checkout.

• Received, unpacked, and processed new stock deliveries, including tagging and security tagging items.
• Conducted regular stock checks, managed inventory levels, and reported stock discrepancies.
• Participated in store stocktakes and loss prevention efforts.

• Worked collaboratively with team members to achieve daily store goals and deliver a seamless shopping experience.
• Supported opening and closing procedures including cleaning, cash reconciliation, and security checks.
• Maintained a positive and professional attitude in a fast-paced retail environment.

- Event Hosting & Supervision Management

• Led and facilitated children’s birthday parties in a safe, fun, and energetic environment.
• Guided groups through structured gymnastics-based games, obstacle courses, and free-play activities.
• Ensured all children were engaged, included, and following safety rules throughout the party.

• Greeted families upon arrival and provided clear instructions and expectations for the party experience.
• Communicated effectively with parents, children, and other staff to ensure a smooth and enjoyable event.
• Acted as the main point of contact for parents during the party, addressing any concerns or special requests.

• Maintained a strong focus on child safety, supervising all activities to prevent injuries or unsafe behaviour.
• Ensured equipment was used appropriately and complied with the club’s safety protocols.
• Responded calmly and appropriately in the event of minor injuries or first aid situations.

• Prepared party rooms and gymnastics areas before each event, including decorations, tables, and equipment setup.
• Cleaned and packed down party areas after each event, ensuring the space was reset for the next booking.
• Assisted with serving food, drinks, and birthday cake as required.

• Worked collaboratively with other party hosts, coaches, and admin staff to deliver seamless party experiences.
• Promoted a positive, high-energy atmosphere that aligned with the club’s values and family-friendly environment.
• Supported general club duties as required during quieter party times (e.g. tidying, equipment maintenance, etc.)