SANA-DEELALA TUKANA
Mount Isa,QLD
Summary
I currently work as a Medical Administration at Mount Isa Medical Centre. I always love to put myself in new challenges. I am willing to learn new roles and I am a quick learner myself. I have a bit of knowledge in Microsoft Excel and Data entry experience. Solid team player with an outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Equipped to handle fast-paced office operations with continuous flow of patients and assignments. Meticulous in completing assignments and always ready to help team members.
Friendly and organized individual with excellent communication skills and positive demeanour. Well-versed in handling patient interactions and appointment scheduling, proficient in managing electronic health records and multi-line phone systems. Committed to enhancing patient experience and ensuring efficient office operations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Medical Receptionist
Mount Isa Medical Centre
08.2023 - Current
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Fostered welcoming environment, greeting patients warmly upon arrival.
- Streamlined office communication by effectively coordinating between doctors and nurses.
- Managed patient appointments efficiently, reducing wait times significantly.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Assisted with medical coding and billing tasks.
- Registered and verified patient records before triage with most up-to-date information.
Administrative Assistant
Crown Equipment
07.2022 - 12.2022
- Experience with invoicing
- Closing jobs
- Working with service teams
- Other admin duties
- Working in a fast-paced environment
- Respond and sent emails.
Administration Assistant - Call Centre
JJ Richards & Sons
08.2020 - 07.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Answered over 140 calls per shift to meet fast-paced call centre demands.
- Detailed payment options and transferred customers to the billing department for payment or further questions regarding bills.
- Educated customers about billing, payment processing, and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- A promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Answered an average of 100 calls, emails, and faxes per day, addressing customer inquiries, solving problems, and providing product information.
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Maintained clean and orderly checkout areas by emptying trash cans, and wiping down surfaces.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.
Administration Assistant
JJ Richards & Sons
06.2020 - 07.2020
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Served customers and followed outlined steps of service.
- Carried out day-day-day duties accurately and efficiently.
Medical Receptionist (Full Time)
Medical Centre
08.2019 - 07.2020
- Greeted incoming visitors and patients professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors a positive first impression.
- Confirmed appointments, communicating with patients, and updated patient records.
- Answered central telephone system and directed calls accordingly.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained excellent attendance record, consistently arriving to work on time.
- Actively listened to patients, handled concerns quickly, and escalated major issues to the supervisor.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Responded to patient inquiries by phone and email with patience and positivity to establish an excellent first impression.
- Responded to another health department by phone, email, and fax with patience and positivity.
- Responded to Doctor's phone calls and emails.
- Managed multi-line phone system and pleasantly greeted patients.
- Helped patients complete necessary medical forms and documentation.
- Checked patient insurance, demographic, and health history to keep information current.
- Maintained current and accurate medical records for patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Completed patient referrals to other medical specialists.
- Supported office staff and operational requirements with administrative tasks.
- Enhanced office productivity by handling a high volume of callers per day.
- Responded to correspondence from insurance companies to verify patient coverage.
- Completed and filed financial documentation for accounting purposes.
- Take payment and do banking end of the day shift.
Family Support Worker
Salvation Army, Mount
08.2017 - 02.2018
- Visited home environments to help clients develop comprehensive life, technical and job skills.
- Reported child abuse in accordance with legal standards of mandatory reporters.
- Planned, promoted, and managed parent workshops on assisting children in attaining academic success.
- Monitored progress and documented patient health status changes to keep the care team updated.
- Developed rapport to create a safe and trusting environment for care.
- Organized activities for birth parents and in-home support counselors.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Interviewed individuals and families to assess needs and provide informational resources.
- Collaborated with community program leaders and advocates to make resources accessible to those in need.
- Completed home welfare checks to align with state and program guidelines.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote a safe working environment.
- Drive clients kids to school (drop off and pick up).
Postal Service Office & Senior Postal Service Officer
Australia Post
01.2011 - 01.2017
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Open and close store which includes keeping money drawers in order, and record and balance daily transactions.
- Weigh letters and parcels; compute mailing costs based on type, weight, and destination; and affix correct postage.
- Obtain signatures from recipients of registered or special delivery mail.
- Sell and collect payment for products such as stamps, prepaid mail envelopes, and money orders.
- Answer questions regarding mail regulations and procedures, postage rates, and post office boxes.
- Provide assistance to the public in complying with federal regulations of Postal Service and other federal agencies.
- Put undelivered parcels away, retrieve them when customers come to claim them, and complete any related documentation.
- Provide customers with assistance in filing claims for mail theft, or lost or damaged mail. Mail sort into Post Office Boxes
Collect rents for Post Office Boxes. - Train employees, and evaluate their performance.
- Keep shop clean and maintain a neat and orderly product display.
- Process Passports and Identification ID.
Attend to Armour guard on pick up and drop off of monies.
Education
Certificate III in Business (BSB30120)
Alffie
NSWStatement of Attainment - Certificate III in Health Services Assistance
TAFE QUEENSLAND MOUNT ISA
Mount Isa, QLD06.2011
High School Diploma -
Shreedhar Maharaj College
Fiji2005
Skills
- Verbal & Written Communication
- Ability to work under pressure
- Decision Making
- Time Management
- Self-motivation
- Leadership
- Scheduling and Coordinating
- Flexible and Adaptable
- Teamwork
- Resolving Complaints
- Active Listening
- Refund Processing
- Patient Inquiry Response
- Merchandise Arrangements
- Appointment scheduling
- Mail management
- Patient registration
- Medical billing and coding
- Payment collection
- Patient callbacks
- Reminder calls
- Medical records maintenance
- Medical billing
- Paperwork coordination
Certification
- Certificate lll in Health Services Assistance
REFEREE
Employer: Australia Post
Full name: Amanda Woods
Position: Manager
Contact: 0451 595 117
Employer: JJ Richards & Sons
Full name: Ryan Liddle
Position: Manager
Contact: (07) 4743 9525
Employer: Medical Centre
Full name: Michael Mbaogu
Position: Manager
Contact: 0477 028 447
Employer: Salvation Army Recovery Centre
Full name: Phil Onasu
Position: Team Leader
Contact: 0458 948 650
Employer: Mount Isa Medical Centre
Full name: Mostayn Alam
Position: Doctor
Contact: 0403 580 932
Timeline
Medical Receptionist
Mount Isa Medical Centre
08.2023 - Current
Administrative Assistant
Crown Equipment
07.2022 - 12.2022
Administration Assistant - Call Centre
JJ Richards & Sons
08.2020 - 07.2021
Administration Assistant
JJ Richards & Sons
06.2020 - 07.2020
Medical Receptionist (Full Time)
Medical Centre
08.2019 - 07.2020
Family Support Worker
Salvation Army, Mount
08.2017 - 02.2018
Postal Service Office & Senior Postal Service Officer
Australia Post
01.2011 - 01.2017
- Certificate lll in Health Services Assistance
Certificate III in Business (BSB30120)
Alffie
Statement of Attainment - Certificate III in Health Services Assistance
TAFE QUEENSLAND MOUNT ISA
High School Diploma -
Shreedhar Maharaj College
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