Summary
Overview
Work History
Skills
Timeline
Generic

Natalie Maitland

Rouse Hill,NSW

Summary

Highly motivated Customer-focused and results-oriented professional with over 12 years of experience at IVF Australia. Demonstrated expertise in Customer Service, Administrative Management, Territory Operations, and Patient Services Management. Committed to delivering exceptional customer experiences and fostering strong team dynamics. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

12
12
years of professional experience

Work History

IVF Australia (2014-2016) Territory Admin Manager

IVFA
Westmead/City
05.2014 - Current
  • Oversaw administrative operations for a designated territory, ensuring efficient workflow and adherence to policies and procedures.
    • Managed a team of administrative personnel, fostering a positive work environment and encouraging professional growth.
    • Developed and implemented strategies to optimize resource allocation and enhance productivity.

IVF Australia (2012 -2014) Administration Manger

IVFA
Westmead
08.2011 - Current
  • Successfully managed and led a team of customer service representatives, ensuring optimal patient experiences and satisfaction.
    • Collaborated with cross-functional teams to improve customer retention rates and enhance service quality.
    • Implemented effective training programs for new staff to streamline operations and maintain high service standards.
    • Conducted regular performance evaluations and provided coaching to team members for continuous improvement.

IVF Australia (2016-2021) Territory Admin Manager

IVFA
Westmead/City
2016.21 - Current
  • • Simultaneously managed administrative responsibilities for the territory while overseeing billing operations for the NSW/ACT region.
    • Collaborated with finance teams to resolve billing issues, ensuring timely and accurate invoicing for patients and insurance providers.
    • Implemented process improvements, resulting in a reduction in billing errors and increased revenue collection

IVF Australia (2021-2022) Patient Services Manager

IVFA
Greenwich
2021. - Current
  • • Led the patient services department for the NSW/ACT region, supervising a team of dedicated professionals.
    • Implemented patient-centric initiatives to improve patient satisfaction and enhance the overall service experience.
    • Streamlined administrative processes, resulting in improved appointment scheduling and reduced wait times

Skills

Customer Service Excellence
Excellent leadership and team management abilities
Strong customer focus and service orientation
Proficient in administrative operations and process optimization
Effective communication and interpersonal skills
Analytical mindset with problem-solving capabilities
Training and Development
Empathy and understanding
Led successful implementation of new IT systems to enhance operational efficiency and user experience
Helped managed the end-to-end implementation process, including planning, budgeting, and resource allocation

  • Empathy and Understanding
  • Communication
  • Problem-solving
  • Effective Written and Verbal Communication
  • Recordkeeping
  • Calm and Effective Under Pressure
  • Quality Standards and Protocols
  • Punctual and Hardworking
  • Documenting and Recording Information
  • Resolving Problems
  • Attention to Detail
  • Time Management and Organization

Timeline

IVF Australia (2014-2016) Territory Admin Manager

IVFA
05.2014 - Current

IVF Australia (2012 -2014) Administration Manger

IVFA
08.2011 - Current

IVF Australia (2016-2021) Territory Admin Manager

IVFA
2016.21 - Current

IVF Australia (2021-2022) Patient Services Manager

IVFA
2021. - Current

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Natalie Maitland