Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Rachelle O'Callaghan

Boronia,VIC

Summary

Highly organized and detail-oriented administrative professional who excels in working autonomously or as part of a team, large or small. Resourceful and adaptive team player with experience in patient record handling, customer service, relationship management, providing quality support to management, fellow employees, and clients. I thrive on pleasing others, and enjoy being helpful and useful. I'm a fast learner, great communicator, and a hard worker.

Overview

16
16
years of professional experience

Work History

Administration Officer - Non-Emergency Services

Ambulance Victoria
East Burwood, Victoria
06.2007 - 08.2015
  • Managed and maintained office filing systems, ensuring all documents are accurately stored and easily retrievable.
  • Processed invoices, purchase orders and other financial paperwork in accordance with company policies.
  • Developed and implemented effective office procedures to ensure the smooth running of the department's processes.
  • Answered incoming telephone calls and responded to customer enquiries promptly and courteously.
  • Assisted with the preparation of monthly reports on a range of topics, including transport figures, contractor transport data, source of transport bookings (hospital, nursing home, medical facility, and others).
  • Produced detailed minutes of meetings for circulation to relevant personnel.
  • Compiled correspondence such as letters, memos and emails on behalf of senior staff members.
  • Liaised closely with hospitals, contractors, nursing homes, medical facilities, patients, and their families to ensure timely and reliable service.
  • Data entry of patient records into transport booking system.
  • Processed patient transport booking requests - Transport Booking Request forms and telephone bookings.
  • Created presentations for use in both internal meetings or external events.
  • Monitored stock levels within the office environment, placing orders when necessary.
  • Updated databases with new patient contact details or changes to existing accounts.
  • Provided assistance with organizing non-emergency ambulance transport at events, such as AFL football games.
  • Liaised with ESTA with respect to patients requiring non-emergency transport, over emergency transport.
  • Responded to queries raised by patients, hospital staff, doctors, nursing homes, and the general public via email, facsimile, or telephone in a professional manner.
  • Generated reports detailing progress made against set targets or objectives, transport performance, etc., pertaining to patient transport contractors.
  • Set appointments and managed meeting schedules.
  • Developed and strengthened client relationships by delivering knowledgeable support.
  • Liaised with internal teams and external customers to facilitate smooth communication and handle requests.
  • Answered telephones to take bookings, answer queries pertaining to non-emergency patient transport matters and booking procedures, confirm transport, provide expected pick-up and drop-off times, take messages, or redirect calls to appropriate colleagues, etc.
  • Improved office organization by developing filing system and customer database protocols.
  • Facilitated communication between departments to support project completion and goal achievement.
  • Implemented filing systems to improve document organization and retrieval.
  • Developed and maintained databases for tracking projects, clients, and financial records.
  • Oversaw inventory management, including ordering office supplies and equipment maintenance.
  • Handled correspondence, including drafting emails, memos, and reports for senior management.
  • Analyzed operational processes and recommended improvements to enhance efficiency, such as booking procedures, booking forms, vehicle servicing, ordering of uniforms, etc.
  • Served as the primary point of contact for external stakeholders, including patients, doctors, medical facilities, and nursing homes.
  • Coordinated with IT department to resolve technical issues and maintain computer systems.
  • Maintained a positive working relationship with fellow staff and management, hospital staff, transport contractors, and other departments throughout the organization.
  • Received and distributed mail, letters and packages.
  • Reviewed patient care records for the purpose of identifying officers and vehicles in the event of complaints or incidents, such as speeding, motor vehicle accidents, incidents involving a vehicle and third-party property, etc.
  • Reviewed and processed supply invoices for submission to Accounts Payable.

Insurance Administration Support Officer

Ambulance Victoria (formerly Metropolitan Ambulance Service)
Doncaster, Victoria
11.1999 - 11.2003
  • Provided administrative support to management and other staff within the department.
  • Processed and monitored insurance claims submitted by staff and third parties.
  • Liaised with insurers, paramedics, vehicle maintenance service providers, uniform suppliers, transport contractors, and others.
  • Organized meetings and forums.
  • Sorted, filed, and retrieved documents as required, electronically and in hard copy.
  • Answered telephone calls and emails from internal and external sources.
  • Compiled reports using Excel spreadsheets.
  • Coordinated the ordering of office supplies.
  • Assisted in preparing presentations for management.
  • Created agendas for meetings and took minutes during the sessions.
  • Prepared letters, memos, emails, insurance claims, and other documents as needed.
  • Created and generated the monthly departmental newsletter, Paraphernalia, using Microsoft Publisher.
  • Processed incoming and outgoing mail on a daily basis.
  • Performed data entry tasks into various databases.
  • Processed invoices for submission to Accounts Payable.
  • Responded to inquiries from internal staff and external bodies, such as insurers, third parties, vehicle maintenance service providers, etc., in a timely and professional manner.
  • Assisted with special projects as needed by management.
  • Improved the insurance claims processes and procedures by developing forms and better record keeping, making the whole process more user-friendly for claimants, third parties, and our insurers.
  • Developed and maintained databases for tracking projects, insurance claims, and vehicle maintenance.
  • Served as the primary point of contact for external stakeholders, including the general public, insurers, vehicle maintenance service providers, paramedics, and other internal departments within the organization.
  • Liaised with other departments within the organization.
  • Handled correspondence, including drafting emails, letters, memos, and reports for senior management.
  • Provided support to facilitate general office operations.
  • All general office administration duties as required.

Education

High School Diploma -

Vermont High School
Vermont, VIC
12-1986

Some College (No Degree) - Receptionist/Secretarial Diploma

Cames Business College (1987)
Glen Waverley, VIC

Skills

  • Database Administration
  • Database Management
  • Administrative Support
  • Documentation and control
  • Calendar Management
  • Document Control
  • Meeting Support
  • Information requests
  • File Maintenance
  • Policy and procedure modification
  • Meeting facilitation
  • Customer Relations
  • Relationship Building
  • File Management
  • Presentation Design
  • Report Generation
  • Document Preparation
  • Patient Liaison
  • Insurance Claims Processing

Affiliations

  • Health and fitness. I workout three times a week with a PT.
  • Reading.
  • Journaling.
  • Self-improvement.
  • Cooking.
  • Listening to music.
  • Self-education, researching things that interest me.
  • Socializing.
  • Live Shows - Comedy, Musicals/Stage Shows, Concerts, and Live Music in small venues.
  • Documentaries - True crime is a favourite.
  • Arts and crafts.
  • Board games. I love trivia games, anything that tests my memory and knowledge.
  • Sport. I played a lot of sport when I was younger, but I'm just a spectator these days. I love watching AFL, cricket, tennis, and basketball.
  • Shopping!

Timeline

Administration Officer - Non-Emergency Services

Ambulance Victoria
06.2007 - 08.2015

Insurance Administration Support Officer

Ambulance Victoria (formerly Metropolitan Ambulance Service)
11.1999 - 11.2003

High School Diploma -

Vermont High School

Some College (No Degree) - Receptionist/Secretarial Diploma

Cames Business College (1987)

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Rachelle O'Callaghan