Summary
Overview
Work History
Skills
References
Timeline
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PAULINE LOMAS

Summary

Dedicated Administration Officer committed to providing a quality client focused experience. Exceptional communication skills, and a proven ability to establish and maintain rapport with clients, peers, internal and external stakeholders alike. Committed to identifying client needs and delivering effective solutions. Excellent time management skills with the ability to maintain a high degree of accuracy while handling multiple tasks.

Overview

13
13
years of professional experience

Work History

Administration Assistant

C&A Accountants Pty Ltd
02.2023 - 06.2024
  • Answered multi-line phone system, forwarding calls, taking messages if Accountants unavailable and greeting clients at reception.
  • Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits.
  • Reduced administrative workload for Supervisor and Accountants managing calendar appointments and meeting rooms.
  • Adhered to company confidentiality policies at all times thereby safeguarding private information.
  • Demonstrated exceptional adaptability when faced with shifting priorities and/or new assignments from management.
  • Developed and updated spreadsheets to track, analyse, and report on performance of outstanding debts.
  • Successfully undertook the implementation of new debt management program.
  • Solely reduced outstanding debt of the company by over 60 percent by introducing a debt collection process.
  • Managed accounts receivable to gain better sense of clients and outstanding debt.
  • Attended to daily client billing via Xero Practice Manager.
  • Consulted with management to identify processes requiring improvement to support growth and success of the business.
  • Supported Accountants by drafting correspondence and preparing corporate compliance documents for the incorporation of companies and trusts, share management and ASIC changes.
  • Assisted development and implementation of new administrative procedures to streamline processes.
  • Scheduled client appointments.
  • Maintained both paper and electronic filing system, entered data and completed other clerical tasks.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Undertook the workload of reception staff on leave by attending to reception and incoming and outgoing mail.
  • Built and maintained excellent customer relationships through timely responses to enquiries; going above and beyond to accommodate and solve client issues.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Contributed to team building by participating in company sponsored activities throughout the year.

Sales Administration Officer

Stanthorpe Real Estate - Logan Steele
05.2022 - 01.2023
  • Managed client enquires efficiently by phone, email and face to face.
  • Enhanced client satisfaction by resolving issues promptly to maintain positive business relationships.
  • Supported Sales team by coordinating meetings and forwarding clear and concise messages in a timely manner.
  • Prepared Contracts of Sale ensuring compliance with legal requirements.
  • Researched property titles with Titles Office prior to sale listing to ensure all legal requirements were met.
  • Created compelling window displays regarding property listings.
  • Designed and prepared property brochures.
  • Promptly updated property Real Estate platforms regarding property listings to maintain accuracy of information.
  • Identified areas for improvement in sales administration by conducting audits of processes and procedures in place.
  • Organised photographer for marketing properties for sale.
  • General office duties.

Elective Surgery Booking Officer

Qld Health
10.2017 - 05.2022
  • Booking of Elective Surgery patients for a number of specialties including ENT, Plastics and Reconstruction, Ophthalmology, Vascular as well as Obstetric Caesarian bookings.
  • Waitlisting patients from Outpatient clinics via paper booking forms.
  • Waitlisting and booking patients via Electronic booking forms.
  • Construction of Elective Surgery Theatre lists.
  • Consultation with staff specialists and Visiting Medical Officers regarding waitlists and theatre lists.
  • Reorganisation (cancellation and rebooking) of theatre lists to accommodate emergency surgeries.
  • Auditing waitlists by contacting patients to ascertain surgery still required and update Ready For Care status.
  • Outsourcing patients via Surgery Connect to private facilities.
  • Contacting patients re consent, agreeability and suitability for transfer.
  • Compiling patient notes from Powerchart for patient transfer.
  • Managing high volume of patient queries.
  • Investigating and redirecting patient queries where required.
  • Liaising with speciality Clinical Nurse Consultants to address patient ready for care status and preoperative planning.
  • Liaising with nursing homes, Child Protection, foster parents and carers regarding booking of patients.
  • Liaising with Admission, Radiology and Pathology department staff to ensure quality patient care regarding preoperative procedures.
  • Liaising with logistics regarding specialty theatre equipment requested by consultants.
  • Advising all pertinent staff of combined/all day and complex procedures to ensure adequate staff were rostered.
  • Waitlisting patients transferred to Sunshine Coast University Hospital from outlying areas that did not provide required speciality.
  • Waitlisting and booking patients from Visiting Medical Officers private rooms.
  • Systems used HBCIS, Outlook, ESM, iEMR, Word, Excel, 3M codebook for accurate coding.

Patient Options Liaison Officer

Qld Health
08.2013 - 10.2017
  • Answered phone calls and emails promptly from staff on wards and in Emergency Department to capture revenue for both Medicare eligible and ineligible patients.
  • Spoke to all patients both eligible and ineligible.
  • Organised interpreters when required.
  • Spoke to ineligible Obstetric patients and explained associated costs and payment options.
  • Liaised with numerous Private Health Funds regarding eligibility of patients for conversion to Private patients.
  • Processed patient election forms quickly and accurately to optimise Own Source Funding.
  • Liaised with overseas Travel Insurance companies to confirm cover for patients that did not fall under the Reciprocal Healthcare Agreement.
  • Investigated admissions and procedures for ineligible patients for billing.
  • Created billing sheets for Billing Officer to complete for Insurance companies, prior to sending.
  • Billed patients who did not have Travel Insurance, Private Health Insurance or did not fall under the RCA.
  • Contacted NOK for payments for ineligible patients, by phone, letter and email.
  • Initiated payment plans for ineligible patients.
  • Audited billing dates, and followed up with Debt Collection for overdue accounts.
  • Wrote off accounts as per CFO after exhausting all avenues of collection.
  • Highly autonomous role included weekend work.
  • Followed directions closely however took initiative when appropriate.
  • Worked to ensure a quality, honest and transparent service and ensure non English speaking patients understood the billing process.
  • Addressed and resolved all customer issues where possible in a timely manner.
  • Systems commonly used HBCIS, email, Word, Excel, both domestic and international phone calls.

Casual Administration Officer

Qld Health
09.2011 - 08.2013
  • Worked in a number of departments during this time to cover personal/annual leave.
  • Rostering and management of rosters for clinical staff.
  • Completion and submission of leave forms for clinical staff.
  • Chart filing.
  • Addressing queries from clinical staff, patients and visitors both face to face and via phone and email.
  • Attending and minuting meetings for varying specialties.
  • Liaising with Australian Department of Immigration regarding recruitment of medical staff and Visa queries.
  • Advertising for staff with recruitment agencies.
  • Checking AHPRA Registration, Scope of Practice and validity of Registration for new medical staff.
  • Liaising with Immigration regarding Visa application status.
  • Compiling in-depth and accurate staff application packs of suitable candidates for Speciality Directors to review.
  • Organisation of accommodation with appropriate facilitator for new overseas and domestic staff depending on contracts.
  • Checking staff contracts as requested.
  • Admission and discharge of patients.
  • Ensure Discharge Summary had been sent to patient's General Practitioner.
  • Rostering of administration staff to cover business hours in Medical Imaging.
  • Admission of patients to Medical Imaging for procedures.
  • Billing for patients admitted to Medical Imaging.
  • Collecting charts for ward admissions, and returning on discharge.
  • Setting up clinic trolleys for Outpatient clinics.
  • Following up medical staff for completion of patient notes prior to filing.
  • Systems commonly used HBCIS, email, Word, Excel, both domestic and international phone calls.

Skills

  • Professional, mature, friendly and approachable administrative support
  • Client focused providing genuine and caring customer service
  • Dedicated team player
  • Phone, email and in person reception
  • Confident written and verbal communication skills
  • Meticulous attention to detail
  • Deadline-oriented
  • Confidential document handling
  • Time management and task prioritisation
  • Mail handling
  • Appointment scheduling
  • Document scanning
  • Invoice processing
  • Hard copy and electronic filing

References

References available upon request.

Timeline

Administration Assistant

C&A Accountants Pty Ltd
02.2023 - 06.2024

Sales Administration Officer

Stanthorpe Real Estate - Logan Steele
05.2022 - 01.2023

Elective Surgery Booking Officer

Qld Health
10.2017 - 05.2022

Patient Options Liaison Officer

Qld Health
08.2013 - 10.2017

Casual Administration Officer

Qld Health
09.2011 - 08.2013

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PAULINE LOMAS