Sandra Hewison
Summary
Experienced and dedicated professional team leader with a focus on employee satisfaction and driving business success. Recognised for exceptional multitasking abilities and a track record of successful initiatives. Skilled in creating a dynamic and positive workplace culture aligned with organisational mission and values. Demonstrates excellent leadership qualities, effective communication, and a proven ability to foster collaborative environments. A hardworking team player with a strong commitment to meeting operational demands, bringing valuable experience and knowledge to achieve desired outcomes.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Team Leader Patient Administration Services
St John of God Health Care
03.2021 - Current
- Management of Patient Services department inclusive of Admissions and Reception teams
- Providing documented reviewed and streamlined processes to allow continuity for adherence of policies and procedures
- Provide ongoing staff training and support, developing improved daily procedures and offering structure to manage daily workflow
- Maintain consistency to support caregivers to align with departmental and organisational changes
- Instrumental in the introduction of Online Patient Portal across the division
- Provide training and continual guidance to Patient Services and hospital departments including Theatre, Hospital Access Managers, Ward Clerks, Oncology and other various stakeholders and VMO/Medical Practices
- Building strong relationships in order to foster and maintain a collaborative working environment
- Offering assistance to all caregivers, stakeholders and patients throughout the introduction of the new online system
- Communicating with VMO/Medical Practices to provide clear and supportive information for the quality and completion of the patient admission process and preparation of daily theatre/admissions list
- Co-ordinating and providing information to Health Funds, Workers Compensation Insurers and Self-Funded patients and Department Veterans' Affairs for funding approval
- Liaising through effective communication for full financial disclosure as required on patient Informed Financial Consent
- Discharges; National Claim Forms - daily reporting, processing and perusal of unsigned claim forms to allow patient billing
- Certificates - requesting and processing certificates as required by billing team for funding submissions; including but not limited to Neonatal & Acute Care and Coronary Care Certificates
- Managing daily Accounts On-Hold levels and liaising with billings team for clearance to allow for funding submission
- Management of divisional Bank Reconciliation, liaising with group organisation accountant to assist with banking queries and missing payments
- Providing patient refunds and submitting concession requests via accounts portal for patient disputed accounts
- Pharmacy Charges - processing and maintaining daily Patient Pharmacy Charges, ensuring billings team have been provided with accurate costings that align with the independent Health Fund contractual agreements
- Fortnightly Rostering in UKG payroll application
- Providing allowances across Patient Services department team of 15 caregivers to ensure workflow management so caregivers can access LSL, annual leave and personal leave as required
- Maintain mentoring and team training to provide support and ensure compliance with all SJGHC Learning & Development and OHS requirements
- Completion of Caregiver Performance Review and Development (PR&D), Recruitment processes including candidate selection, interviews, on-boarding and caregiver orientation
- Management of and assistance with complex issues associated with the Admissions Department including conflict resolution and patient complaints
- Responding to incident, safety and abnormal events as applies to Patient Services
- Working closely with the Health Information Services Manager (HIS) to maintain management of confidential patient information, Medical Records and organisational processes for compliance and quality adherence
- Provide support in attendance at Practice Managers Meetings with updated information on system changes and business practices
- Participation in SJGHC National Admissions Managers Forums via WebEx/Teams for the purpose of improvement, clarification and implementation of organisational procedures and protocols
- Maintaining compliance with Government Private Health Insurance Reforms (PHI) and reporting procedures as outlined by Department of Health
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Devised and implemented processes and procedures to streamline operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
2IC to Patient Services Team Leader / Administrative Assistant
St John of God Health Care
02.2017 - 02.2021
- Prepare patient admission registrations including management of confidential medical and financial information within a timely manner
- Conduct internet based Health Fund requests for admissions for verification of patient eligibility
- Fund approval is often limited or come with restrictions requiring direct contact with the funds for detailed clarification and approval
- Admit patients arriving for scheduled or acute admissions, informing them of hospital procedures and financial implications as pertaining to that patient's admission and their health fund policy
- Prepare patient theatre list for following days ensuring all necessary paperwork has been submitted and due processes completed, liaising with Wards, Theatre staff and Doctor's rooms to ensure accuracy in preparation for admission
- Contact Workers Compensation Insurance Companies for funding approval and acceptance to proceed with an admission after supplying a detailed estimate of the costs involved and surgical or medical diagnosis for treatment
- Management of Maternity Admissions including health funds eligibility checks on-line via OEC, processing paperwork and National Claim Forms accordingly, communicating with and providing patients with all relevant information regarding out-of-pocket expenses and/or costs involved for Overseas or Uninsured Maternity Patients, liaising with Wexford Ward and Doctor's rooms to facilitate a smooth admission process for the ‘parent's to be'
- Comply with SJGHC Position Description requirements as applies to the role, personal effectiveness, risk management, quality caring and safe practices and maintaining up to date compliance in all modules within MyLearning
- Upholding SJGHC Mission and Core Values of Respect, Justice, Hospitality, Compassion and Excellence
- Enter all relevant information into SJGHC organisation system WEBPAS as required
- Clerical duties as applies to reception, admissions, discharges, health funds, banking and mail
- Holding keys for various purposes inclusive secure areas and restricted zones
- Use of PABX / switchboard systems and utilise the paging service as required
- Visiting Specialist Receptionist relief duties as required
- This role mainly consisting as patient liaison / customer service, answering patient enquiries, managing payment of consultation fees as required and ensuring appointments are attended and documented as requested by the specialist's practice
- Emergency Department Liaison duties inclusive of public / private coordination, doctor / specialist rooms liaison and patient transfer between hospitals
Sales Consultant & Accounts Officer
Bunbury Blinds & Curtains
01.2012 - 12.2016
- Duties included, but not limited to -
- Accounts Management:
- Debtors Accounts
- Raise all Debtors invoices and forward to customers for payment
- Contact and liaise with customers, follow up all outstanding accounts per MYOB Debtors list and manage prompt payment for resolution of these balances
- Processing all payments made by cash, cheque, credit card, EFTPOS or EFT into MYOB
- Enter all new sales into monthly sales report
- Creditors Accounts
- Entering Creditors invoices into sales report for purposes of recording and managing monthly sales costs and profit
- Processing all Creditors invoices with correct account allocation
- EOM Balancing Statements ensuring invoices costs have accurately been supplied, including credit notes, and processing all payments for these accounts within applicable time frames or per contractual agreements
- Preparation and delivery of daily banking as required
- Reconciling all Bank Statements including EOM Bank Statements
- Ensuring all daily bank statement items have been entered and verified, including deposits, withdrawals and all bank statement expenses
- Balancing MYOB Bank Reconciliation for EOM for business account, commercial credit card and tax reserve accounts
- Reconciling the EFTPOS daily statements
- Payroll Duties
- Processing weekly payroll / wages through MYOB Payroll
- Balancing EOM Payroll reports
- Processing all Superannuation payments and maintaining accurate records of all payments
- Petty Cash balancing, correct account allocation and verification of submitted invoices
- Assisting with Quarterly balancing reports for BAS preparation by MYOB consultant including liaison with consultant for any inclusions or amendments
- End of Financial Year Reporting EOFY
- Preparing and forwarding all PAYG Summaries to employees
- Finalising Superannuation payments and report for End of Year
- Gathering and supplying all documents as requested by accountant for preparation and lodgement of tax return
- Further Administrative and Sales duties included:
- Provide customer service to all customers in the showroom, demonstrate and operate the displays including blinds, awnings & curtains offering advice on varying products and fabrics
- Provide written detailed quotations for window treatments including the costs involved, supply and lead times and installation requirements using customer's floor plans or window sizes as provided
- Presentation to Corporate customers
- Individual presentations to local businesses and / or Builders Sales Managers and their Procurement departments providing written, detailed quotations highlighting the benefits and features of the Luxaflex products with the view to secure the commercial account
- Management of commercial account liaising with key stakeholders to ensure a successful working relationship
- Answering all incoming phone calls and assisting customers with enquiries;
- Relating to an existing order, re-works or confirmation of new orders
- Regarding suitable products and/or alternative options and costing where applicable
- Guiding customers to booking an In-home consultation or referral to our showroom to view displays and colour swatches
- Booking appointments for In-home consultations from contact with customers
- Product knowledge, training and research including attendance of scheduled product training sessions and company seminars as supplied by Luxaflex
- Learning product operations, features, benefits and how to accurately price products to include options, accessories available and installation charges
- Maintaining showroom presentation to a high standard
- Review initial order and forward to head office for processing and manufacturing
- Checking orders received in warehouse maintaining quality control and updating records
- Updating ordering records from daily Status Report as received from head office for orders still in production or in transit
Administration & Accounts Officer
Hills Panel Repairs
01.1996 - 12.2011
- Duties included, but not limited to –
- Accounts Management:
- Debtors Accounts
- Raising all Debtors invoices and forwarding to client for payment
- Follow up EOM Statements and liaise with clients to manage prompt payment and resolution of these outstanding balances
- Creditors Accounts
- Processing all incoming Creditors invoices and ensuring correct account allocation
- Balancing of all EOM Creditors statements
- Processing payments of all Creditors EOM Statements
- Reconciliation of all Bank Accounts
- Transfer of Funds
- Monthly Bank Reconciliation of all accounts
- Assisting MYOB Consultant with BAS Reports
- Financial Reporting to Owners and Company Accountant
- EOM balancing for Debtors and Creditors Accounts
- EOM/EOFY Progress Reports for Owners and Company Accountant
- Journal Entries & Fund Transfers per Accountant's request
- Payroll Duties:
- Weekly Payroll through MYOB for all employees including annual leave and sick leave
- Monthly Superannuation payments and statement reconciliation
- Processing all EOFY Employee Group Certificates
- EOFY PAYG Summaries
- Termination Payments & Summaries
- Office Management & Administrative Duties:
- General office duties detailed below including maintenance of client job files for accurate costing records
- Supervision and training of existing and all new administrative employees
- Client Liaison both over the phone and direct counter enquiries
- Providing support to clients with claim processing procedures and insurance company requirements
- Daily Banking and Funds Management
- Daily processing of invoices and incoming mail
- Regular backup procedures of all computer files
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Work Planning and Prioritization
- Performance improvement
- Daily workflow improvement
- Leading team meetings
- Relationship building
- Performance evaluations
- Onboarding and orientation
- Time management
- Organizational skills
- Excellent communication
- Team leadership
Accomplishments
- Supervises team of 15 staff members across multiple departments
- Achieved implementation of Online Patient Portal and revised Informed Financial Consent 2022
Certification
SJGHC Accountable Leader Program 2024 -
The Accountable Leader Program aims to strengthen the SJGHC culture by enabling managers to develop in their roles. Participants are provided the opportunity to put into practice and apply principles and skills to enhance their management and leadership capilbility.
Timeline
Team Leader Patient Administration Services
St John of God Health Care
03.2021 - Current
2IC to Patient Services Team Leader / Administrative Assistant
St John of God Health Care
02.2017 - 02.2021
Sales Consultant & Accounts Officer
Bunbury Blinds & Curtains
01.2012 - 12.2016
Administration & Accounts Officer
Hills Panel Repairs
01.1996 - 12.2011