Fang (Natalie) Hu

Manage phone and email enquiries; triage requests and escalate urgent matters appropriately.
Liaise with referrers, clients/families, and clinicians to clarify details, request missing information, ans progress referral efficiently.
Maintain accurate records and documentation in clinical/admin systems (transitioned from Unite to Pal Care).
Prepare and update time-critical lists/reports with strong attention to detail and data integrity.
Coordinate with clinicians, colleagues to support smooth service delivery and timely outcomes.
Provide compassionate, professional service in an emotionally sensitive environment, maintaining confidentiality and quality standards.

Opening the medical centre on the morning shift and closing the centre on the night shift.
Managing office logistics by scheduling appointments, maintaining files, and collecting payments.
Greeting visitors and initiating triage processes for clients to streamline patient flow.
Organizing and maintaining the patient filing system to promote quick data finding for staff.
Verify Medicare eligibility and process Medicare direct billing for medical practitioners (GP, Dietician, Physio, Diabetes Educator, etc).
Processing medical insurance claims and payments(Work cover/compensation billings).
Preparing and processing patient referrals and medical records transfer requests.
Responding to incoming emails.
Answering phone calls and messages from patients, hospitals, and specialist rooms, scheduling appointments, and handling patient inquiries.
Managing conflict (dealing with frustrated patients)

Managed front desk operations, ensuring efficient customer service and communication.

Collected client payments, process transactions, updated relevant records and manage dispatch of goods.

Managing all calls.

Handled customer inquiries effectively, providing product information and resolving issues.