Rosy Sarao
Marsden Park,NSW
Summary
A conscientious and highly organised individual managing the efficient operation of the medical centre to Company standard in accordance with Company Policies and Procedures including General Practice, Dental, Allied and Specialists. Provide support to Health Care Professionals (HCPs) and train and develop employees to meet performance and customer service standards Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
General Manager
Riverstone GP Pty Ltd trading as Riverstone Family Medical Practice
05.2021 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Managed budget implementations, employee evaluations, and contract details.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Analyzed market trends and competitor activities to create competitive advantages.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Collaborated with cross-functional teams to develop innovative solutions.
- Collaborated effectively with cross-functional teams on various projects/initiatives aimed at enhancing organizational performanceresults.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced operational risks while organizing data to forecast performance trends.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximising profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Practice Manager
Our Medical Home Marsden Park
07.2020 - 05.2021
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Developed close working relationships with front office and back office staff.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Developed policies and procedures for effective practice management.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Addressed and remedied all patient or team member issues.
- Oversaw accounting, budgeting, and financial reporting.
- Supervised team of over 15 staff plus 25 Health Professionals.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Improved practice revenue through effective financial management and strategic cost reductions.
- Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
- Trained interns and newly hired team members on office procedures and computer system.
- Communicated closely with patients, ensuring medical information was kept private.
- Consulted with healthcare professionals on business decisions.
- Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
Practice Manager
Epping Plaza Medical and Dental Centre, Healius Pty Ltd
12.2015 - 07.2020
- Responsible for attaining designated billing, profit and budget targets
- Leading and developing Medical Centre team, fostering teamwork and collaboration
- Assist with effective recruitment and responsible for retention of GP’s
- Leading team of 22 General Practitioners and Allied Health Professionals and manage their rostering, billing, compliance and training
- Coordinate the recruitment, selection and retention of reception and nursing staff
- Promote customer centric mindset to achieve excellent customer service standards
- Managing rosters and the staff to optimize productivity, meet and exceed performance KPIs
- Ensuring staff is aware about the policies and procedures and up to date with any new Standard Operating Procedures (SOPs)
- Implementation and maintaining of necessary workplace procedures to achieve positive outcome of Practice Accreditations
- Ensuring safe working practices, obligations and compliances are adhered and participate in WHS audits when needed
- Report all incidents, accidents and injuries within 24 hours to management for appropriate action
- Engage with stakeholders across the business to comprehend and stay at par with the vision and organisational expectations
- Establish and maintain relationships with key stakeholders outside and inside business to achieve efficacy in every day’s tasks
- Provide support in the absence of Operations Manager and act in higher duties capacity during that period
- Timely submission of all AP invoices at the end of each week
- Ensure all queries are contacted within one business day
- Ensure 100% completion of on boarding and training paperwork and are sent to HR for record keeping
- Organise weekly meetings with lead doctors and the clinical meetings with HCP’s on fortnightly basis
- Staff monthly catchups are held and documented at the same time
- Regular meetings with Wentwest on QI activities.
Education
Some College (No Degree) - Qualified Bookkeepers Pathway
The Career Academy Australia
Online Current CPR And First Aid -
CPR
Sydney, NSW2024
Some College (No Degree) - Finance For Non-Finance Managers
AIM Sydney
AIM Sydney Some College (No Degree) - Practice Manager Fundamentals
UNE Australia
Sydney, NSWE - Leadership Training -
Online
Online07.2018
WHS Manager’s Course -
4 Days Course
Sydney04.2018
Advanced Diploma in Business Management -
Carrick Institute, Sydney
Sydney, NSW07.2009
Skills
- Leadership and team building
- Problem Resolution
- Operations Management
- Team Player
- Effective leader
- Time Management
- Efficient multi-tasker
- Verbal and written communication
- Staff Training and Development
- Customer Retention
- Process Improvements
- Deadline-oriented
- Labor Cost Controls
Roles And Responsibilities
- Responsible for attaining designated billing, profit and budget targets
- Leading and developing Medical Centre team, fostering teamwork and collaboration
- Assist with effective recruitment and responsible for retention of GP’s
- Leading team of 22 General Practitioners and Allied Health Professionals and manage their rostering, billing, compliance and training
- Coordinate the recruitment, selection and retention of reception and nursing staff
- Promote customer centric mindset to achieve excellent customer service standards
- Managing rosters and the staff to optimize productivity, meet and exceed performance KPIs
- Ensuring staff is aware about the policies and procedures and up to date with any new Standard Operating Procedures (SOPs)
- Implementation and maintaining of necessary workplace procedures to achieve positive outcome of Practice Accreditations
- Ensuring safe working practices, obligations and compliances are adhered and participate in WHS audits when needed
- Report all incidents, accidents and injuries within 24 hours to management for appropriate action
- Engage with stakeholders across the business to comprehend and stay at par with the vision and organisational expectations
- Establish and maintain relationships with key stakeholders outside and inside business to achieve efficacy in every day’s tasks
- Provide support in the absence of Operations Manager and act in higher duties capacity during that period.
- Timely submission of all AP invoices at the end of each week.
- Ensure all queries are contacted within one business day.
- Ensure 100% completion of on boarding and training paperwork and are sent to HR for record keeping.
- Organise weekly meetings with lead doctors and the clinical meetings with HCP’s on fortnightly basis.
- Staff monthly catchups are held and documented at the same time.
- Regular meetings with Wentwest on QI activities.
Professional Competencies
- Excellent Communication / Interpersonal / Accounting Skills
- Self – Motivated / Team worker
- Continuous Improvement / Exceptional Service Delivery
- Takes Ownership / Adheres to Policies
- Challenge Directed / Analytical Thinker / Problem Solver
- Result Driven / Quick Learner / Adaptable to Changes
Activities
- Volunteer in Road Cleaning Project, Sydney
- Member of Red Cross Blood Donation
- Volunteer in organizing mental health and charity events under Universal Brotherhood Mission
References
Available on Request
Cooking, Reading
I enjoy cooking in my spare time and playing board games with my kids. Reading is my therapy for my positive mental health.
Timeline
General Manager
Riverstone GP Pty Ltd trading as Riverstone Family Medical Practice
05.2021 - Current
Practice Manager
Our Medical Home Marsden Park
07.2020 - 05.2021
Practice Manager
Epping Plaza Medical and Dental Centre, Healius Pty Ltd
12.2015 - 07.2020
Some College (No Degree) - Qualified Bookkeepers Pathway
The Career Academy Australia
Current CPR And First Aid -
CPR
Some College (No Degree) - Finance For Non-Finance Managers
AIM Sydney
Some College (No Degree) - Practice Manager Fundamentals
UNE Australia
E - Leadership Training -
Online
WHS Manager’s Course -
4 Days Course
Advanced Diploma in Business Management -
Carrick Institute, Sydney
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