Nithula Parakrama
Doreen,Australia
Summary
Regional Manager at Ramsay Psychology with a proven ability to drive business growth, achieving a 25% increase in revenue through effective client engagement strategies. Expertise in leadership and operations management, fostering high-performing teams and implementing data-driven improvements. Focused on enhancing client satisfaction and operational efficiency through innovative solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Regional Manager
Ramsay Psychology
07.2022 - Current
- Lead strategic and operational performance across Ramsay Psychology clinics in VIC and WA.
- Grew South Melbourne revenue by 25% YoY through targeted community engagement, new client acquisition strategies, and clinic operational enhancements.
- Designed and executed innovative service models such as after-hours and Saturday telehealth, mobile clinic pop-ups, and school-based psychology partnerships.
- Spearheaded business cases, marketing initiatives, and hospital engagement programs across the Ramsay Health Care network to increase referrals and brand awareness.
- Established data-informed feedback loops, reducing cancellations and improving client satisfaction.
- Supported recruitment, onboarding, and retention of high-performing psychologists while improving psychologist engagement scores.
- Provide weekly reports to CEO and Finance Manager on performance of practices.
- Assist General Manager- Operations with new rollouts.
Practice Manager
Cohealth
05.2020 - 07.2022
- Work closely with the Client Services Team Leaders, doctors, nurses, reception staff, allied health practitioners, finance officers and tenants to ensure the smooth running of the clinics.
- Develop agreed communication processes including type and frequency to allow all staff to actively participate in the running of the clinics.
- Promote a strong team culture across the teams and with other cohealth staff and partner agencies.
- Anticipate issues as much as possible and work to resolve them quickly or escalate as required.
- Pursue continuous improvement including ensuring operational and accreditation requirements are met, along with meeting financial KPIs and reporting requirements in a timely way.
- Provide a welcoming point of contact for clients and work to continually to improve the service response of the clinics.
- Manage client incidents and complaints and escalate to Primary Care Cluster Leader as required.
- Work with the Client Services Team Leader to ensure best use of the appointment system, ensuring all available appointments are filled and a proactive approach to scheduling appointments is adopted.
- Liaise with relevant managers working with Client Services staff to improve customer service.
- Work collaboratively with other cohealth Practice Managers to develop innovative solutions and systems to manage ongoing practice issues such as clients failing to attend and cancellations at short notice, etc.
- Manage clinic correspondence including overseeing the preparation and billing for reports.
- Ensure agreed processes and procedures are documented and communicated to other staff.
- Manage report requests in collaboration with Client Services Team Leaders, medical clinic staff and Primary Care Cluster Leader.
- Manage rosters and diaries to ensure clinics are adequately staffed and the impact of staff leave is reduced.
- Proactively identify, rectify, and report workplace safety issues.
- Orientate and support new staff and registrars.
- Maintain records of staff professional development and training.
- Liaise with and report to MCCC for registrar requirements.
- Approve time sheets in accordance with rosters and leave.
- In collaboration with Project Manager and Oral Health Practice Manager where appropriate, convene operational clinic meetings.
- Manage day to day relationships of co-located services.
- Work with finance officer, doctors, and nurses to maximize clinic income through the administration and monitoring of Medicare billings and other income such as Workcover and TAC.
- Manage resources including the ordering of consumables and maintenance of equipment.
- Ensure the safety and integrity of client information through appropriate management of client records and transmission of information.
- Provide assistance to staff as required with Information Technology and medical practice software.
- Monitor medical software including updates and provide training to staff as required.
Team Leader - Client Services
Cohealth
01.2013 - 05.2020
- Responsible for the day-to-day provision of excellent service delivery of the Client Services program across our Medical, Mental, Oral & Allied Health services across 2 (or more) site.
- Drive continuous improvement of and evaluate the Client Services staff's customer service provision in line with the Client Services Quality Framework, policy & procedure, and associated accreditation standards.
- Provide leadership to the Client Services teams, through various means, including but not limited to: 'on-the-job' training, coaching, timely feedback, training, and guidance.
- Coordinate and manage roster requirements (relief staff) for front of house staff in liaison with other CSTLs.
- Conduct regular one-on-ones (1:1s) and annual reviews in accordance with cohealth's policy.
- Liaise with and act as key contact for Program Manager(s)/Team Leader(s) to disseminate information and follow up actions/assist in associated administration across Client Service team as required.
- Implement and maintain operation manual to support the practices and day-to-day responsibility of Client Services staff.
- Ensure procedures regarding opening and closing of premises are understood and completed by all Client Services staff.
- Oversight of reception areas, including (but not limited to): set up, stock and notice board displays.
- Ensure service providers are being supported through operating procedures that enable appropriate management of (not limited to) linen and stationery stock.
- Manage timely workflow of client information including scanning & faxes.
- Ensure processes are in place to support use of couriers, suppliers, laboratory work and waste removal.
- Ensuring waiting area is kept in a tidy manner in keeping with the cohealth brand.
- Be conversant with computer systems and other technology relevant to the position.
- Responsible for the day-to-day management of money-including daily float, petty cash and/or product sales including banking/reporting procedures.
Client Service Officer
North Yarra Community Health
11.2012 - 01.2013
- Register all new clients and input data into a computerized client data base system.
- Using PractSoft and Trak Software.
- Maintain and update records pertaining to clients, including daily contacts with individual service providers and changes to master client record.
- Administer Medicare and other related bulk billing and insurance claims.
- Maintain electronic client files by ensuring accurate data entry and scanning of other information including pathology results, referral letters, medical reports, and other relevant information.
- Participate as directed by the Receptionist Team Leader in the archiving and culling of non-current client files.
- Receive mail and facsimiles and distribute to appropriate staff.
- Typing medical reports as required by the NYCH Service Providers.
- Tidy waiting room and medical clinic rooms; disposal of infectious waste as per procedure.
- Ensure that the external area of the building is neat and tidy and report any acts of Vandalism etc to the site manager.
- Maintain positive communication with fellow team members on a daily basis.
- Participate in staff development and ongoing education opportunities that are appropriate to the position.
- Participate in organisational Quality Improvement activities.
Education
BSc - Information Technology and Business Management
London Metropolitan University
UKCertificate III - Business Administration (Medical)
Northern Melbourne Institute of TAFE
CPR -
General Practice
Skills
- Leadership
- Management
- Communication
- Practice Management
- Operations Management
- Business Development
- Continuous Improvement
- Workforce Management
- Staff Training
- Complaint Resolution
- Client Engagement
- Strategic Thinking
- Change Management
Technology Exposure
- PractSoft
- Best Practice
- Medical Director Software
- CVMS-COVID Vaccine Management Solutions
- Nookal
- TrackCare
Certification
- Change leadership
- Leading and Motivation people with Different Personalities
- Coach your team to Learn, Stretch and Grow
- How to think Strategically
Timeline
Regional Manager
Ramsay Psychology
07.2022 - Current
Practice Manager
Cohealth
05.2020 - 07.2022
Team Leader - Client Services
Cohealth
01.2013 - 05.2020
Client Service Officer
North Yarra Community Health
11.2012 - 01.2013
BSc - Information Technology and Business Management
London Metropolitan University
Certificate III - Business Administration (Medical)
Northern Melbourne Institute of TAFE
CPR -
General Practice
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