Nayla Sultana
Macquarie Fields,NSW
Summary
Experience Practice Manager with expert team leadership, planning, and organizational skills built during a successful career. Smoothly equip employees to independently handle daily functions and meet patient's needs. Diligent trainer and mentor with exceptional management abilities and a results-driven approach. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Practice Manager
My Doctors Medical Centre
06.2020 - Current
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Addressed and remedied all patient or team member issues.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Oversaw accounting, budgeting, and financial reporting.
- Consulted with healthcare professionals on business decisions.
- Developed policies and procedures for effective practice management.
- Created and implemented organizational policies and procedures.
- Trained interns and newly hired team members on office procedures and computer system.
- Developed close working relationships with front office and back office staff.
- Communicated closely with patients, ensuring medical information was kept private.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Established and maintained effective communication with staff, physicians, and community organizations to promote high-quality patient care.
- Implemented successful healthcare program through professionalism, quality of care and patient satisfaction.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions
Senior Medical Receptionist
Ingleburn Village Medical Centre
06.2019 - 02.2020
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Completed clerical duties and tasks for clinic administration.
- Maintained current and accurate medical records for patients.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Supported office staff and operational requirements with administrative tasks.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Printed prescription requests and queries in compliance with practice protocol.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Obtained payments from patients and scanned identification and insurance cards.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Processed medical insurance claims and payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Managed office bookkeeping with insurance billing and patient payments.
Administration Assistant & Medical Receptionist
Mac Field Medical Practice
07.2014 - 06.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Recorded expenses and maintained accounting records.
- Managed accounts payable and receivable to gain better sense of overall financial stability and liquidity.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
Cash Office Manager
IGA Supermarket
09.2013 - 06.2014
- Greeting customers and attending to customer enquiries including complaints
- Helping and assisting customers in locating products
- Checking stock and availability
- Managing records
- Processing sales
- Promoting products
- Managing fundraising donations
- Cash handling
- Adhering to appropriate code of conduct
- Completing reconciliation
- Training and inducting new staff
- Supervising staff
- Working collaboratively in a team environment
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Backup Cash Office Manager
Franklins Supermarket
04.2007 - 11.2012
- Helping and assisting customers in locating products
- Checking stock and availability
- Promoting products
- Cash handling
- Completing reconciliation
- Training and inducting new staff
- Supervising staff
- Working collaboratively in a team environment
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained new employees on proper protocols and customer service standards.
Education
Advanced Diploma in Leadership And Management -
UNEP Partnerships
Sydney, NSW2025
Bachelor of Business Management -
Central Queensland University
Sydney, NSW2011
Advanced Diploma in Business Management -
AICL College
Sydney, NSW2008
Bachelor of Arts -
National University
Bangladesh2006
Skills
- Managing Medical Practices
- Workflow Planning
- Policy and Procedure Development
- Medical Personnel Recruitment
- Managing Files and Records
- Staff Guidance
- Customer Needs Assessments
- Best Practices and Standards
- New Hire Training
- Budget Oversight
- Supply Ordering
- Electronic Health Records
- Clinical Improvement Initiatives
- Patient Data Management Systems
- Clinical Staff Management
- Employee Performance
- Inventory Accuracy
- Daily Facility Operations
- Bookkeeping
Reference
Will provide upon request.
Timeline
Practice Manager
My Doctors Medical Centre
06.2020 - Current
Senior Medical Receptionist
Ingleburn Village Medical Centre
06.2019 - 02.2020
Administration Assistant & Medical Receptionist
Mac Field Medical Practice
07.2014 - 06.2019
Cash Office Manager
IGA Supermarket
09.2013 - 06.2014
Backup Cash Office Manager
Franklins Supermarket
04.2007 - 11.2012
Advanced Diploma in Leadership And Management -
UNEP Partnerships
Bachelor of Business Management -
Central Queensland University
Advanced Diploma in Business Management -
AICL College
Bachelor of Arts -
National University
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