Molly Gibbins

In my current role my main responsibilities are supporting members with their private health queries across multiple communication channels

Assisting local members in store, via messaging and over the phone

• Assisting with general queries and account maintenance
• Communicating and explaining effectively how members can use their PHI-explaining annual limits, replacement periods etc.
• Highlighting members benefits through our Live better rewards, Health programs and No-gap surgery programs

Selling new policies and cover review conversations

• Giving members accurate and up to date information on the products available
• Explaining how it can benefit them personally by listening and building rapport to assist the member in finding the most appropriate level of cover.
• Accurately and clearly explaining to members what their cover includes and linking to what they have mentioned is important to them.
• After completing my Sales training in October 2025 my Sales conversations increased and I find these some of my most successful conversations.

Retention conversations

• Since completing my Retention training in December 2025 I have increased my ability to assist members in finding the most appropriate level of cover for their needs
• I have completed many save conversations and assisted members to have more understanding of their PHI and how their cover can benefit them.

In this role I was required to complete a wide range of tasks within the clinic. These mainly included:
Administrative tasks

• Scheduling appointments for general dental, General Anaesthetic sessions and Sedation dental sessions
• Understanding and knowledge of clinic operating system Oasis. Ability to train others to use system.
• Coordinating with local Day Hospital – Liaise with the day hospital to confirm available dates, operating room schedules, and anaesthesiologist availability.
• Pre-Operative Communication – Provide patients with pre-surgical instructions, fasting requirements, and any necessary paperwork.
• Insurance & Billing Coordination – Ensure Medicare, private health, and DVA claims are processed correctly for hospital and practitioner fees.
• Documentation & Consent Forms – Prepare and verify all necessary documentation, including consent forms, medical histories, and pre-admission paperwork.
• Follow-Ups & Post-Operative Care – Schedule post-procedure reviews, provide aftercare instructions, and address any patient concerns.
• Problem-Solving & Efficiency – Handle last-minute changes, cancellations, or emergencies with efficiency and professionalism.
• Handling, assessing and assisting in the resolution of customer complaints
• Answering patient inquiries via multiple channels (phone, in person and virtually) and providing accurate information regarding dental procedures and insurance coverage
• Contacting and communicating with third parties for payment (eg. Public Trust)
• Ensuring excellent customer service is maintained at all times.

As the only receptionist in the clinic I completed tasks in multiple areas, these mainly included;

• Scheduling appointments for general dental, major dental and orthodontic work completed at the clinic
• Understanding and knowledge of clinic operating system Exact. Ability to train others to use system.
• Answering patient inquiries via multiple channels (phone, in person and virtually) and providing accurate information regarding dental procedures and insurance coverage
• Insurance & Billing Coordination – Ensure Medicare, private health, and DVA claims are processed correctly for hospital and practitioner fees.
• Documentation & Consent Forms – Prepare and verify all necessary documentation, including consent forms, medical histories, and pre-admission paperwork.
• Follow-Ups & Post-Operative Care – Schedule post-procedure reviews, provide aftercare instructions, and address any patient concerns.
• Create and update Excel spreadsheets to keep track of orders for incoming dental appliances
• Monitor and maintain clinics main admin Email communication
• Assist in the sterilisation room with the dental assistants for the sterilization and organisation of the clinics tools and equipment.

Whilst in this position I was the sole administration member on the team, as a Small business I handled many different tasks

These mainly included;

• Taking and making phone calls to clients, businesses and Real estates and their tenants
• Monitoring and maintaining business email
• Scheduling multiple electricians and apprentices.
• Taking payments over the phone using Zero and Fergus systems.
• Ensuring all client and business details are correctly entered into system
• Reconciling the accounts of customers
• Assisting in the process to order and locate parts for jobs
• Completing and sending off any documentation required by clients and electricians
• Creating and maintaining Microsoft Excel spreadsheets to keep track of stock, employees timesheets and Jobs to schedule.

My main responsibilities in this role were;

• Pack and deliver orders, either in my own car or in the store provided car.
• Take orders and serve customers either in person or over the phone
• Train new store staff and drivers

As a Christmas casual staff member I was thrown into one of the busiest time for retail. I was trained in three areas;

• Floor and register, use of the POS system and the loyalty system
• Assisting customers to view and try jewellery from the locked cabinet.
• Fitting rooms and assisting with sizing and styling.
• As it was Christmas we also recieved a lot of gift-ware stock and I assisted in checking the incoming stock and displaying it within the store.

• I completed my 2 day course through AUSTSWIM
• I was signed off and began running my own classes.
• Planned my own lessons
• I also assisted in school swimming which involved bus loads of very excited children straight from school and organising them into groups quickly and safely

This position required me to;

Serve customers, in the reception and kiost areas of the business

• Sort stock and sales racks- Keep stocktake
• Sell and have a general knowledge of products available
• Serve food and drinks.
• Open and Close multiple registers as required
• Maintain and use professional coffee machine
• Complete and input enrollments and student, parent and client details on multiple programs
• Administration tasks; such as stock and take a data input
• Handling parents and customers queries and complaints