Peita Bourke
Mannering Park,NSW
Summary
Results-driven leader with over a decade of progressive experience overseeing teams within a multi-site structure. Proven track record in driving operational efficiency, implementing compliance processes, and enhancing patient and GP satisfaction. Proven track record in building and leading effective teams across both local and offshore sites, driving sustainable growth, effective risk management, and cost efficiency.
Overview
12
12
years of professional experience
Work History
Call centre
Commonwealth bank
Sales
The Media Centre
Administration
Optus Communications
Administration and EA roles
Career temp
Practice Support Manager
YourGP
02.2024 - Current
- Company Overview: Canberra – multisite general practice 3 practices plus offshore administration/call centre (Malaysia and Philippines)
- Coordinating Practice Support Teams
- Administration, Malaysia and Philippines
- Call centre, Malaysia
- Operational Finance, Malaysia
- Develop operational tactics to enhance GP and patient satisfaction, and improve profitability
- Develop and improve operational efficiencies ensuring risk is managed both for the practice and the GP
- Develop/employ AI systems enhance operational efficiencies
- Develop and lead teams to achieve company strategy and vision
- Financial oversight of GP disbursement and service fees
- Recruit and train finance roles, Malaysia
- Recruit for offshore
- Training and performance management
- Manage stakeholder relationships
- 50 GPs, 9 staff
Senior Practice Manager
YourGP
07.2021 - Current
- Mentor Practice Manager, Reception Manager, and Respiratory Clinic Manager
- Recruit and train Administration Manager to oversee both the local and Philippines administration teams
- Develop operational strategy to enhance GP and patient satisfaction
- Oversee payroll, GP disbursement and service fee
- Manage stakeholder relationships
- Risk management - administration and facilities
- Ensure practices are accreditation ready at all times
- 30 GPs, 30 administration and nursing staff
Practice Manager
YourGP
05.2019 - Current
- Provide high level on-site support to GPs
- Mentor Reception Manager
- Recruit and train Respiratory Clinic Managers
- Recruit and performance manage
- Payroll
- Management of GP disbursement and service fee
- Facilities management, 1 owned site, 2 leased
- Develop risk management register
- 25 GPs, 60 administration and nursing staff (includes increased staffing for the government funded Covid Respiratory Clinic)
Reception Manager
YourGP
04.2016 - Current
- Oversee reception team across 2 locations - mix of permanent and casual
- Provide training and mentorship
- Develop and maintain processes
- Recruitment and performance management
- Rostering
- Debt Management
- Provide support to the Practice Manager
- 15 GPs, 18 staff
Reception
YourGP
01.2015 - Current
- Provide high level customer service
- Provide front line leadership to team
- Adhere to policies and procedures
- Training new staff
- Process payments
- Process Medicare claims
- Appointment management
- General administrative tasks
- 8 GPs
Reception
Collins Street and Grosvenor Street General Practices
10.2013 - 12.2014
- Provide high level customer service
- Adhere to policies and procedures
- Process payments
- Process Medicare claims
- Appointment management
- General administrative tasks
Education
Practice Management
UNE Partnerships
01-2019
Skills
- Problem-solving
- Calm under pressure
- Active listening
- Problem resolution
- Verbal communication
Timeline
Practice Support Manager
YourGP
02.2024 - Current
Senior Practice Manager
YourGP
07.2021 - Current
Practice Manager
YourGP
05.2019 - Current
Reception Manager
YourGP
04.2016 - Current
Reception
YourGP
01.2015 - Current
Reception
Collins Street and Grosvenor Street General Practices
10.2013 - 12.2014
Call centre
Commonwealth bank
Sales
The Media Centre
Administration
Optus Communications
Administration and EA roles
Career temp
Practice Management
UNE Partnerships
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