Olivia Hicks
Rosebud,VIC
Summary
With a current experience at Melbourne Haematology Clayton, I excel in front desk operations and patient billing, alongside exceptional customer service. My leadership at Flight Centre enhanced team performance and customer satisfaction, showcasing my problem-solving skills, capacity to handle high work volumes and ability to foster strong relationships.
Overview
12
12
years of professional experience
Work History
Medical Receptionist
Melbourne Haematology
10.2021 - Current
- Coordinate patient scheduling, check-in, check-out and payments for billing.
- Manage high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanour.
- Enhance patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Provide compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Place new supply orders, managed inventory and restocked clerical spaces.
- Perform various administrative tasks by filing, copying and faxing documents.
- Prepare and processed patient referrals and transfer requests.
- Support office staff and operational requirements with administrative tasks.
- Develop strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Reduce no-shows by implementing appointment reminder system through phone calls or text messages.
Team Leader
Flight Centre Travel Group
08.2012 - 09.2021
- Mentored new and existing staff members, helping them develop their knowledge, leadership potential and advance in their careers.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Developed comprehensive travel packages, incorporating flights, accommodations, tours, and transportation options for both leisure and corporate clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new customers.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Attended industry events and conventions to expand sales opportunities and foster network relationships.
Education
Bachelor of Health Science (Naturopathy) -
Torrens University Australia
Melbourne, VIC01-2026
Diploma of Leadership And Management -
Swinburne University of Technology
Melbourne, VIC01-2021
High School ENTER Score - 90.2 -
Luther College
Croydon Hills, VIC12-2009
Skills
- Exceptional Customer Service
- Front Desk Operations
- Telephone Etiquette
- Office Administration
- Patient Billing and Appointment Management
- Electronic Medical Record Keeping
- Computer Proficiency
- Problem-Solving
- Organisation and Time Management
Timeline
Medical Receptionist
Melbourne Haematology
10.2021 - Current
Team Leader
Flight Centre Travel Group
08.2012 - 09.2021
Bachelor of Health Science (Naturopathy) -
Torrens University Australia
Diploma of Leadership And Management -
Swinburne University of Technology
High School ENTER Score - 90.2 -
Luther College
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