RACHEL ELIZABETH TAYLOR
Glenroy
Summary
Experienced professional with a strong background in leadership, customer service, and problem-solving, seeking to leverage skills as a Manager. Proven ability to improve operational efficiency and enhance team performance through effective communication and adaptability. Committed to fostering a positive workplace and driving organizational success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Clinic Manager
Capital Radiology
Victoria
11.2022 - 03.2025
- Managed daily operations including staffing schedules, inventory control, equipment maintenance, and safety protocols.
- Resolved conflicts among staff members while maintaining professional standards of conduct.
- Provided leadership during times of change or crisis situations in order to maintain operational efficiency.
- Supported clinical staff members at regular intervals to encourage professional growth.
- Coordinated training programs for new employees on clinic protocols and procedures.
- Implemented strategies for improving customer service satisfaction levels at the clinic.
- Conducted performance reviews of staff members in order to identify areas needing improvement or additional training.
- Organized meetings between doctors and administrative staff to discuss issues related to patient care.
- Maintained strong relationships with physicians, nurses, and other healthcare providers to optimize patient outcomes.
- Facilitated communication between multiple departments within the organization.
- Resolved problems in clinical areas to comply with regulations and standards.
- Monitored and controlled clinical expenditures to remain within budget.
- Managed timely patient schedules to drive facility efficiency and develop action plans for missed treatments.
- Evaluated existing processes and procedures regularly for continuous process improvements.
- Created and implemented effective systems for scheduling patients, tracking medical records, and managing billing processes.
- Recruited, selected and onboarded skilled staff and providers for clinic.
- Liaised with patients and families to address concerns and answer questions.
- Monitored quality assurance indicators, such as patient wait times and appointment availability, using data-driven decision-making methods.
- Analyzed data from patient surveys to identify areas for improvement in service delivery.
- Evaluated staff performance to recommend merit increases, promotions and disciplinary actions.
- Participated in professional development activities to keep current with health care trends and practices.
- Developed policies and procedures to ensure compliance with state regulations and accreditation standards.
- Assisted in developing clinical guidelines for diagnosis and treatment plans.
- Collaborated with marketing team to develop campaigns that increased community awareness about services offered by the clinic.
- Coached and mentored direct reports, using development plans for personnel advancement.
- Served as liaison between clinic and external agencies to foster communication.
- Directed recruitment efforts for qualified candidates that met the needs of the clinic's mission statement.
- Performed regular financial analysis of budgets and expenditures in order to ensure fiscal responsibility within the clinic.
- Spearheaded development and implementation of clinical plans.
- Conducted recruitment, hiring, and training of personnel.
- Oversaw the recruitment, hiring, orientation, and training of new staff members in accordance with applicable laws and regulations.
- Prepared activity reports to inform management of status and implementation plans of programs, services, and quality initiatives.
- Developed and maintained computerized record management systems to store and process data, such as personnel activities and information and to produce reports.
- Established work schedules and assignments for staff, accorded to workload, space, and equipment availability.
- Maintained communication between governing boards, medical staff, and department heads by attending board meetings and coordinating interdepartmental functioning.
- Consulted with medical, business and community groups to discuss service problems, respond to community needs, enhance public relations, coordinate activities and plans and promote health programs.
DHHS Covid Agent
Capital Radiology
Victoria
06.2020 - 10.2022
- Evaluated current processes related to healthcare delivery systems, suggesting changes that could enhance effectiveness or reduce costs.
- Administered fiscal operations, including accounting, planning budgets, authorizing expenditures, and establishing rates for services.
- Implemented and administered programs and services in health care and medical facility, including personnel administration, training and coordination of medical, nursing, and physical plant staff.
- Supervised and evaluated work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel.
- Maintained awareness of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes, and financing options.
- Developed and implemented organizational policies and procedures for facility and medical unit.
- Analyzed facility activities and data to aid planning and cash and risk management and to improve service utilization.
- Inspected facilities and recommended building and equipment modifications for emergency readiness and compliance to access, safety and sanitation regulations.
- Monitored use of diagnostic services, inpatient beds, facilities and staff to promote effective use of resources and assessed need for additional staff, equipment and services.
- Managed change in integrated health care delivery systems, such as work restructuring, technological innovations, and shifts in focus of care.
- Developed instructional materials and conducted in-service and community-based educational programs.
- Established objectives and evaluative and operational criteria for units managed.
- Developed and expanded and implemented medical programs and health services that promoted research, rehabilitation and community health.
- Systems used Purecloud/CVMS/email/Teams/government website sites/VIP access/
- Making Covid vaccination bookings/Triage Covid cases
- Inbound and Outbound customer service
- Working multiple lines
- Processing exemptions for travel
- Processing permits/emergency relocations
- Liaising with CHO/DCHO/Director/DHHS Management
- Zoom calls with DHHS management
- Use of multiple open programs
Cabin Crew
Jetstar Australia
08.2010 - 07.2020
- Administrative duties
- Call quality/Mandatory Scripting/Targets
- Drafting documents
- Utilized problem-solving abilities to troubleshoot customer issues promptly and professionally.
- Provided excellent customer service, demonstrating strong communication and interpersonal skills.
- Built positive relationships with customers through consistent follow-up communications.
- Successfully handled escalated calls with patience and understanding.
- Cultivated and maintained strong relationships with clients and colleagues to promote customer loyalty.
- Attended team meetings regularly to discuss challenges faced by department.
- Managed multiple projects and tasks simultaneously, consistently delivering successful outcomes.
- Demonstrated empathy and patience when interacting with customers to build rapport and trust.
- Conducted outbound calls to existing customers for sales and retention purposes.
- Processed orders, returns, and exchanges according to company policies and procedures.
- Followed up with customers to maintain satisfaction and encourage repeat business.
- Maintained positive, professional attitude in all customer interactions.
- Met or exceeded performance metrics, including call handling time, sales targets, and customer satisfaction scores.
- Participated in ongoing training and development to enhance product knowledge and customer service skills.
- Managed incoming calls, emails, and chats to address customer needs and concerns.
- Escalated complex issues to higher-level support for swift resolution.
- Provided product recommendations and upsell opportunities to maximize sales revenue.
- Managed multiple communication channels simultaneously, including phone, email, and live chat.
- Collaborated with team members to achieve sales targets and performance goals.
Cabin Crew
Virgin Australia
01.2004 - 02.2007
- Ensure that there are adequate supplies of refreshments and emergency equipment on board.
- Professionally communicate with and collaborate with all members of the flight crew to ensure the safety of passengers and crew.
- Provide excellent customer service to ensure passenger needs are met.
- Assist in cleaning the cabin between flights.
- Demonstrate the use of safety and emergency equipment.
- Ensure all passengers have seatbelts fastened and other safety requirements are met.
- Prepare, provide and sell food and beverages.
- Assist passengers with special needs, e.g. the elderly, disabled or children.
- Reassure passengers during flight, such as when the aircraft hits turbulence.
- Administer first aid to passengers or coordinate first aid efforts, when needed.
- Ensured compliance with safety regulations and procedures while providing exceptional service to customers.
- Demonstrated flexibility in adapting to various situations that arose during the flight such as medical emergencies or disruptive passengers.
- Monitored passenger behavior during the flight in order to maintain a safe environment at all times.
- Utilized problem-solving abilities to quickly address any issues that arose during the flight.
- Resolved customer complaints promptly in order to ensure satisfaction was achieved.
Receptionist
Temporary agent
Melbourne
01.2004 - 01.2007
- Greeted visitors and directed them to appropriate departments.
- Managed multi-line phone system and routed calls efficiently.
- Scheduled appointments and maintained calendar for office staff.
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
Medical Receptionist
Pickett Street Specialist Centre
01.2001 - 01.2005
- Accessing and filing of client's medical files and documentation.
- Computer scheduling of patient appointments.
- Liaising with and organizing bookings with other health professionals.
- Word processing and all dictation of doctors' letters and reports utilising MS word.
- General office duties.
- Processing private health fund payments.
- Managing Surgeons accounts.
- Knowledge of dental, oral and maxillary item numbers.
- Processing offsite banking and processing.
- Processing surgeons' personal bills and cheques.
- Email correspondence.
- Liaising with the practice manager and dental nurses.
- Use of Oasis and DentalMed Computer system.
- Use of Hicaps & EFTPOS Terminal.
- Processing TAC and liaising with TAC officers.
- Work Cover.
- Company Overview: Mr Ananath Nagesh & Mr Max Mayiah
Education
Responsible Serving of Alcohol Certificate - Introduction to wine, spirits, coffee, cocktail making and to bar facilities, Pouring Beer and bar setup
Victoria University
Footscray, VICVictorian Certificate of Education -
Braybrook College
Braybrook, VICSenior First Aid Certificate & CPR level 3 -
St John's Ambulance
Risk Management for the Practice Workshop -
The Medical Defence Association of Victoria Ltd
The Alfred HospitalTeam Systems 1 -
Prime Practice
Team Systems 2 -
Prime Practice
Provide Responsible Gambling Services -
Somers Elite Training
Skills
- Interpersonal and communication Skills
- Customer service skills
- Teamwork
- Ability to work under pressure
- Adaptability
- Resilience
- Problem solving
- Reliability
- Honesty
- Hardworking
- Eagerness to develop knowledge and skills
- Knowledgeable of and strictly compliant with Jetstar policies and procedures
- Appreciative of and adheres to policies related to privacy and confidentiality
- Respectful of the law and legislation
Certification
- Working with children
- First aid level 3
References
References available upon request
Volunteer Experience
Scout Leader, Scouts Australia, Melbourne, Victoria, 04/01/14, 07/01/19, Fostered an environment of inclusion and respect amongst all members of the troop., Trained junior leaders in conflict resolution and decision-making processes., Implemented strategies for developing community service projects that benefit local organizations., Provided guidance and instruction for scouts working on merit badges., Coordinated monthly campouts with other troops from neighboring areas., Demonstrated leadership and communication skills by organizing weekly meetings with scouts, parents, and troop leaders., Organized a variety of fundraising events to support scouting initiatives and programs., Utilized problem solving techniques to resolve conflicts between scouts or adults in the troop., Developed an effective system for tracking progress of scout achievements., Conducted regular evaluations of programs offered by the troop., Designed recreational activities that encouraged team building among the scouts., Mentored new scouts in outdoor activities such as hiking, orienteering, and rock climbing., Initiated collaborative efforts between scout families to create lasting relationships., Planned educational field trips that provided hands-on learning opportunities., Facilitated group discussions around issues related to scouting principles., Ensured proper maintenance of equipment used during outdoor activities., Created a detailed training program to ensure safety protocols were followed on camping trips., Organized, led, and promoted interest in recreational activities., Greeted new arrivals to activities, introduced them to other participants, explained facility rules, and encouraging participation., Enforced rules and regulations of recreational facilities to maintain discipline and ensured safety., Explained rules and safety procedures to participants in recreational activities and demonstrated use of materials and equipment., Assessed needs and interests of individuals and groups and planned activities around available equipment and facilities., Discussed rules, regulations, and work-related problems., Provided for entertainment and set up related decorations and equipment., Maintained time and attendance forms and inventory lists., Discussed and resolved participant complaints., Encouraged participants to develop own activities and leadership skills through group discussions., Supervised and coordinated work activities of personnel, such as training staff members and assigning work duties., Administered first aid according to prescribed procedures and notified emergency medical personnel when necessary., Took residents on community outings., Collaborated with agency personnel, community organizations, and other professional personnel to plan balanced recreational programs for participants., Developed treatment goals for individuals based on assessments., Scheduled maintenance and use of facilities., Evaluated recreation areas, facilities, and services to determine if were producing desired results., Evaluated staff performance, recording evaluations on appropriate forms., Served as liaison between park and recreation administrators and activity instructors., Conducted individual in-room visits with residents., Oversaw purchase, planning, design, construction, and upkeep of recreation facilities and areas.
Timeline
Clinic Manager
Capital Radiology
11.2022 - 03.2025
DHHS Covid Agent
Capital Radiology
06.2020 - 10.2022
Cabin Crew
Jetstar Australia
08.2010 - 07.2020
Receptionist
Temporary agent
01.2004 - 01.2007
Cabin Crew
Virgin Australia
01.2004 - 02.2007
Medical Receptionist
Pickett Street Specialist Centre
01.2001 - 01.2005
Responsible Serving of Alcohol Certificate - Introduction to wine, spirits, coffee, cocktail making and to bar facilities, Pouring Beer and bar setup
Victoria University
Victorian Certificate of Education -
Braybrook College
Senior First Aid Certificate & CPR level 3 -
St John's Ambulance
Risk Management for the Practice Workshop -
The Medical Defence Association of Victoria Ltd
Team Systems 1 -
Prime Practice
Team Systems 2 -
Prime Practice
Provide Responsible Gambling Services -
Somers Elite Training