Nella Webster

• Practice Management
• Medical Billing & Revenue Cycle Management
• Financial Administration & Reconciliation
• Payroll & Xero Administration
• Recruitment & Employee Onboarding
• Team Leadership & Staff Management
• Process Improvement & Workflow Optimisation
• Healthcare Administration
• Debt Collection & Accounts Management
• Scheduling & Workforce Planning
• Stakeholder & Doctor Relationship Management
• Reporting & Data Analysis
• Zedmed, Xero, Charm & Microsoft Office Suite
• Customer Service & Patient Relations
• Managed all aspects of specialist medical billing, including inpatient, MDM, Charm, and doctor-specific billing processes.
• Performed claim reconciliations and reporting within Zedmed, maintaining financial accuracy and compliance.
• Managed debt collection activities, including patient communications, health fund claim resubmissions, and account reconciliation.
• Led large-scale financial clean-up projects, including the review, reconciliation, and write-off of aged debtor accounts dating back to 2015.
• Coordinated end-to-end recruitment processes, including advertising roles, screening applications, interviewing candidates, and onboarding new employees.
• Prepared employment contracts and facilitated staff onboarding, and implemented a comprehensive onboarding checklist to improve efficiency, including system access, security passes, parking permits, and payroll setup.
• Managed onboarding and credentialing processes for medical specialists, including software configuration, private health fund registration, and scheduling.
• Coordinated doctor rosters, leave management, ward rounds,holiday schedules
• Led and supervised administration and reception teams, including workforce planning, rostering, workload allocation, and daily operational oversight with daily game plans
• Supported front-of-house operations during peak periods, ensuring continuity of patient services and administrative functions.
• Managed office operations, including procurement, stock control, supplier management, and equipment maintenance.
• Administered accounts payable and receivable functions through Xero, including invoice processing, account reconciliations, and supplier payments.
• Managed payroll, superannuation, leave processing, and timesheet approvals for staff.
• Produced monthly financial, billing, and performance reports, including doctor earnings, inpatient billing, and practice revenue analysis.

PRACTICE MANAGER

Moi Clinic – Allied Health Sept 2024- Current-

Key Responsibilities & Achievements

Team & Operations Management

• Managed day-to-day operations of a high-volume allied health practice, overseeing 7 reception staff and 23 clinicians across multiple disciplines.
• Led staff rostering, weekly reception meetings, and monthly business meetings (agendas & minutes).
• Allocated and monitored clinician caseloads via Microsoft Teams, ensuring KPIs and service delivery targets were met.
• Managed HR functions, including recruitment, onboarding, and training of reception and team leader roles.

Client Services & Intake Management

• Oversaw end-to-end client intake workflows and task allocation using Microsoft Teams.
• Managed client billing and administration across Cliniko, Splose, and NDIS/private billing systems.
• Ensured accurate and compliant client documentation, service agreements, assessments, and intake forms using Snapforms and Go High Level.

Policy, Processes & Quality Improvement

• Developed and implemented internal policies and procedures to streamline workflows and lift service standards.
• Created visually clear employee and student induction manuals using Canva.

Program & Communications Coordination

• Designed and coordinated school holiday therapy programs, including marketing materials in Canva and distribution through Mailchimp.
• Produced term-based staff and client newsletters with key updates and resources.

Administration & Systems Oversight

• Managed reception supplies, clinical resources, and internal communication processes.
• Administered payroll using MYOB and Connect Team, including pay runs, leave, and variations.
• Maintained oversight of all clinic documentation, notices, memos, and communication logs.

Systems Proficiency

Cliniko | Microsoft Teams | MYOB | Splose | Snapforms | Canva | Mailchimp | Word & Excel | Connect Team | Dext | Go High Level

Key Strengths

• Strong leadership and team management in fast-paced healthcare environments
• Comprehensive experience in practice operations, intake workflows, and KPI monitoring
• Highly proficient across clinical, administrative, and marketing systems
• Adaptable, process-driven, and focused on continuous improvement

PRACTICE MANAGER & PR 2 days per week SEPT 2022 TO CURRENT

South East Melbourne Paediatricians, Vermont South, VIC

· Employed to re-structure the business with new staff, implementation of new policy’s, re-structure of Clinic 2 Cloud software to ensure better efficiency for staff and visiting Paediatricians for the consulting rooms

· Implementation of new templates, new billing system, letters, staff rostering, etc.

· Co-ordinating hiring, training, rostering and supervising administrative staff

· Managing debts collection and billing (including 3rd party billing)

· Develop policies and procedures for effective office & practice management.

· Delegated tasks to administrative support staff to organize and improve office efficiency.

· Coordinated patient scheduling, emails, faxes, scanning, billing

· Ensure smooth & efficient running of daily clinics for visiting Paediatricians

· Marketing and liaising with other practices, hospitals and General practitioners for expansion of business plan

· Interacting with patients and addressing any concerns or complaints in timely manner

· Conducting regular staff meetings and performance reviews

PRACTICE MANAGER 3 days

NOV 2011-JULY 2024

Waverley Women's Health - Obstetrics/Gynecology | Glen Waverley, VIC

· Implementation of templates, billing, letters, staff rostering etc. in Genie software system and Eclipse for start-up of a new business

· Developed policies and procedures for effective practice management.

· Accounting, budgeting, and financial reporting.

· Implementation of Accreditation

· Delegated tasks to administrative support staff to organize and improve office efficiency.

· Coordinated patient scheduling, check-in, check-out and payments for billing.

· Ensure smooth & efficient running of daily clinics

· Advertising & marketing evaluations including website updates

HR MANAGER 1 day per week 03/2019 to August 2022

Dr Poonam Arora | Berwick, VIC – Casual

· Employed to manage, evaluate and re-structure office staff and policy &procedures due to high turnover of staff over last few years

· Recommended and initiated and finalized HR actions regarding staff position management on employment postings, hiring proposals etc.

· Advised decision-makers on complex and confidential matters ranging from performance management to employee relations issues.

· Coordinated with owners and handled managerial needs by implementing fresh solutions into business strategies.

FRONT OFFICE MANAGER 08/2008 to 05/2012

Mr Trung Pham - Urologist | Noble Park, VIC

· Running daily clinics, reception, patient appointments

· Invoicing, reconciling, hospital bookings, billing health funds, medicare billing, eclipse billing, patient claims

· End of month, debt collection, batching, typing letters,

· Ensure smooth and efficient running of clinic

· Genie, Argus, Word, Excel, Outlook

FRONT OFFICE MANAGER 08/2008 to 05/2012

Mr Trung Pham - Urologist | Noble Park, VIC

· Running daily clinics, reception, patient appointments

· Invoicing, reconciling, hospital bookings, billing health funds, medicare billing, eclipse billing, patient claims

· End of month, debt collection, batching, typing letters,

· Ensure smooth and efficient running of clinic

· Genie, Argus, Word, Excel, Outlook