Roberta Merlo
Labrador,Australia
Summary
Dynamic Administration Officer with extensive experience at Ramsay Healthcare Pindara Private, excelling in patient billing and insurance verification. Proven ability to enhance team collaboration and resolve conflicts effectively, ensuring high standards of customer service and operational efficiency. Recognized for maintaining composure under pressure while delivering exceptional results. Diligent and detail-oriented Administrator with proven history in successful team management. Professionally coordinate files, correspondence, and resources to boost productivity and facilitate operations. Skilled in general office processes and optimization strategies.
Professional with comprehensive experience ready for this role. Equipped with strong skills in leadership and problem-solving situations. Known for team collaboration and adaptability, consistently delivering results. Strong communicator with focus on integrity and accountability.
Professional in operational management with track record of driving efficient processes and optimizing performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
23
23
years of professional experience
Work History
Administration Officer - Grade 4
Ramsay Healthcare Pindara Private
Benowa, QLD
04.2021 - Current
- Coordinate admissions and quotations for scheduled patient surgeries.
- Showcased extensive expertise in medical administrative functions.
- Medicare/DVA, Workcover, and private health insurance verification for patients.
- Astute professional ensuring high level of detail through proactive measures.
- Maintains composure under extreme pressure during completion of admissions and quotes for uninsured patients in Emergency Department.
- Illustrated strong communication skills in conjunction with remarkable interpersonal abilities.
- Participate enthusiastically and cooperatively in team efforts.
- Compassionate and aware of workplace dynamics.
- Streamlined communication with Doctors, Specialists, and patients, ensuring swift resolution of requests.
- Uphold high standards of professionalism in personal presence and verbal exchanges over the phone.
- Efficiently organize schedules for eight GPs.
- Ensured precise billing of appointments, excisions, and biopsies for patients.
- Facilitated execution of actions regarding reports and claims for insurance companies.
- Customer service excellence.
- Employee relations.
- External agency liaison.
- Conflict resolution.
- Problem solving.
- Effective communication.
- Financial acumen.
- Business performance analysis.
- Autonomous work capability.
- Team collaboration.
- Integrity and ethics.
- Professional ethics adherence.
- Positive attitude.
- Patient billing processing.
- Accurate coding.
- Medicare billing and reconciliation.
- DVA billing and reconciliation.
- Report compilation.
- Insurance billing expertise.
- Meditech software.
- OEC fund checking.
- Coordination with specialists, hospitals, pathology departments, and radiology units.
- Processing and batching accounts for Medicare and DVA.
- Developed training programs for staff, enhancing skill sets and improving patient care delivery.
- Implemented quality assurance protocols, driving continuous improvement in service delivery and patient outcomes.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
- Oversaw daily operations, ensuring compliance with healthcare regulations and quality standards.
- Streamlined patient admission processes, enhancing workflow efficiency and reducing wait times.
Receptionist
Mudgeeraba General Practice
Mudgeeraba, QLD
04.2016 - 04.2017
- Competent management of office, staff rosters and reservations.
- Ensuring highest customer service satisfaction.
- Financial management, receipting, banking and petty cash reconciliation.
- Stock control of shop.
- Updating of customer reviews and queries via social media sites.
- Managed front desk operations, ensuring smooth patient check-in and appointment scheduling.
- Utilized electronic medical records system to maintain accurate patient data and streamline workflows.
- Coordinated communication between patients and healthcare providers to enhance service delivery and satisfaction.
- Developed patient outreach initiatives, fostering stronger relationships and encouraging regular health check-ups.
- Oversaw daily office operations, optimizing processes for patient flow and reducing wait times.
- Trained new staff on reception protocols, improving team efficiency and knowledge retention.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Office Manager
Big 4 Caravan Park
06.2013 - 01.2016
- Competent management of office, staff rosters and reservations.
- Ensuring highest customer service satisfaction.
- Financial management, receipting, banking and petty cash reconciliation.
- Stock control of shop.
- Updating of customer reviews and queries via social media sites.
Practice Manager
Chiropractic Insight
11.2010 - 06.2013
- Administration and reception duties incorporating excellent multitasking working with four chiropractors.
- Managing and maintaining a pleasant and welcoming feel to the clinic.
- Collaborated with healthcare providers to ensure compliance with industry regulations and standards.
- Analyzed clinic financials to drive budgeting decisions and resource allocation effectively.
- Led operational strategies to enhance patient care and streamline clinic workflows.
- Optimized scheduling processes, increasing appointment availability and reducing patient wait times.
HR Manager
Relationships Australia
03.2009 - 11.2010
- Outstanding interviewing skills in all areas of Executive, Government and Administration.
- Successful handling of job placements from conception to conclusion.
- Ability to diffuse any workplace issues.
- Business development through regular monitoring of policies and legislation.
- Updating job descriptions and expiration dates of contracts.
Office Manager
Coolamon Villa Aged Care
12.2002 - 02.2009
- Providing exceptional customer service, empathy for both families and residents.
- Compilation of residents' contracts in accordance with government legislation.
- Day to day management of financial and administration duties.
- Keeping procedure manuals up to date as per changing statutory regulations.
Education
No Degree - Medical Terminology
Wesley Hospital
Brisbane, QLD2020
Skills
- Coordinate admissions and quotations for scheduled patient surgeries
- Showcased extensive expertise in medical administrative functions
- Medicare/DVA, Workcover, and private health insurance verification for patients
- Astute professional ensuring high level of detail through proactive measures
- Maintains composure under extreme pressure during completion of admissions and quotes for uninsured patients in Emergency Department
- Illustrated strong communication skills in conjunction with remarkable interpersonal abilities
- Participate enthusiastically and cooperatively in team efforts
- Compassionate and aware of workplace dynamics
- Streamlined communication with Doctors, Specialists, and patients, ensuring swift resolution of requests
- Uphold high standards of professionalism in personal presence and verbal exchanges over the phone
- Efficiently organize schedules for eight GPs
- Ensured precise billing of appointments, excisions, and biopsies for patients
- Facilitated execution of actions regarding reports and claims for insurance companies
- Customer service excellence
- Employee relations
- External agency liaison
- Conflict resolution
- Problem solving
- Effective communication
- Financial acumen
- Business performance analysis
- Autonomous work capability
- Team collaboration
- Integrity and ethics
- Professional ethics adherence
- Positive attitude
- Patient billing processing
- Accurate coding
- Medicare billing and reconciliation
- DVA billing and reconciliation
- Report compilation
- Insurance billing expertise
- Meditech software
- OEC fund checking
- Coordination with specialists, hospitals, pathology departments, and radiology units
- Triaging of emergency patients via phone calls or in person
- Processing and batching accounts for Medicare and DVA
- Work coordination
- Information verification
- Emergency and non-emergency response
- Risk assessment
- Teamwork and collaboration
- Attention to detail
- Decision-making
- Time management
- Excellent communication
- Reliability
- Teamwork
- Customer relationship management
- Self motivation
- Adaptability and flexibility
- Professionalism
Interests
I enjoy kayaking, swimming, and fishing, I love reading, watching movies, I love traveling and learning about the culture and history of where I visit
Timeline
Administration Officer - Grade 4
Ramsay Healthcare Pindara Private
04.2021 - Current
Receptionist
Mudgeeraba General Practice
04.2016 - 04.2017
Office Manager
Big 4 Caravan Park
06.2013 - 01.2016
Practice Manager
Chiropractic Insight
11.2010 - 06.2013
HR Manager
Relationships Australia
03.2009 - 11.2010
Office Manager
Coolamon Villa Aged Care
12.2002 - 02.2009
No Degree - Medical Terminology
Wesley Hospital