Shelley-Maree Kowald
Yallingup Siding,WA
Summary
Reliable medical receptionist with extensive experience at Power Medical Centre, excelling in appointment scheduling and compassionate patient interaction. Proficient in Best Practice Software, I effectively managed high-volume calls and ensured seamless patient flow, enhancing overall office efficiency. Committed to delivering exceptional customer service while maintaining accurate health records and fostering strong patient relationships.
Overview
38
38
years of professional experience
Work History
Medical Receptionist
Power Medical Centre
Busselton, Western Australia
04.2024 - Current
- Fully trained in best practice software.
- Registered in Proda for MyMedicare.
- Experienced in Tanda rostering shifts.
- HotDoc trained.
- Answering high volume incoming calls, responding to inquiries from patients and other medical offices.
- Checking patients in and out for appointments and collecting payment.
- Call patients to confirm scheduled appointments and obtain additional details.
- Managing office phone lines by checking voicemail, returning calls and directing messages to team members.
- Scheduling and following up on patient appointments, collecting and processing patient payments and maintaining patient files.
- Preparing new patient registration, ensuring all necessary forms are completed correctly.
- Retrieving faxes and uploading documents to patient charts to assist clinical staff.
- Carry out daily tasks by professionally communicating with physicians and nursing staff.
- Entered insurance, demographics and health history into patient database.
- Taking messages from patients and promptly relay to appropriate staff.
- Deliver high-quality administrative and customer service to sustain patient and work flows.
- Process referrals for specialist care when requested by physicians or patients.
- Straighten up waiting room to maintain neat and organized space.
- Inform patients of financial responsibilities prior to rendering services.
- Perform data entry tasks related to billing and collections procedures.
- Transmit medical records and other correspondence by mail, e-mail, or fax.
- Communicate with patients with compassion while keeping medical information private.
- Prepared subpoenas, reports, letters, or medical records using Best Practice Software.
Hospital Receptionist
Katanning Regional Hospital
Katanning, Western Australia
04.2023 - 04.2024
- Greeted patients and visitors warmly to create a welcoming environment.
- Maintained patient records accurately in electronic health systems.
- Answered phone calls promptly, providing information and assistance.
- Coordinated communication between patients and medical staff efficiently.
- Assisted with administrative tasks to support daily operations smoothly.
- Ensured waiting area remained organized and comfortable for patients.
- Updated patient information in the hospital database accurately and promptly.
- Scheduled patient appointments, managed waiting room and answered incoming calls.
- Assisted visitors by directing them to appropriate areas within the hospital premises.
- Coordinated with internal departments to ensure smooth flow of operations in the front desk area.
- Processed payments accurately using various methods such as cash, credit cards or checks.
- Assisted physicians and nurses in preparing for appointments or procedures as needed.
- Greeted and welcomed patients upon arrival, providing them with necessary paperwork.
- Adhered strictly to privacy protocols while handling confidential information of patients.
- Performed basic clerical duties like typing correspondence letters or memos.
- Provided administrative support such as faxing, scanning, copying, data entry and mail distribution.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Arranged hospital admissions for patients as required.
Administration Clerk
Goldenwest Curtains & Blinds
Busselton, Western Australia
04.2021 - 04.2023
- Assisted customers with inquiries about curtains and blinds.
- Organized and maintained product inventory for efficient access.
- Processed customer orders using company software systems.
- Coordinated appointments for customer consultations and installations.
- Ensured cleanliness and organization of the office environment.
- Supported team members with routine administrative tasks as needed.
- Answered phone calls, responded to emails and routed incoming mail.
- Maintained filing systems for records, correspondence, reports and documents.
- Provided general office support such as photocopying, faxing and scanning documents.
- Prepared invoices for customers based on their purchase order requests.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Operated cash register to process cash, check, and credit card transactions.
- Answered telephones, directed calls, and took messages.
- Operated photocopiers and scanners, facsimile machines and personal computers.
Phlebotomist
Clinipath
Busselton, Western Australia
04.2018 - 04.2021
- Collected blood samples using established protocols and safety procedures.
- Maintained accurate patient records and documentation for compliance purposes.
- Ensured proper labeling and handling of specimens for laboratory analysis.
- Communicated effectively with patients to alleviate concerns before procedures.
- Adhered to infection control standards to maintain a safe work environment.
- Maintained a clean, safe, and organized work environment.
- Verified patient information prior to specimen collection.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Performed venipuncture and other blood collection procedures according to established standards.
- Collected specimens from pediatric, adult, geriatric, and special needs patients.
- Provided excellent customer service while interacting with patients.
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Responded quickly and effectively to emergency situations.
- Documented patient information into electronic medical records system.
- Prepared and packaged specimens for courier transport.
- Collected specimens for drug screens, paternity tests and alcohol tests.
- Demonstrated proficiency in using a variety of collection techniques and equipment.
- Monitored patients for adverse reactions and provided immediate care as needed.
- Identified and labeled specimens accurately, ensuring proper handling and transport to lab.
Hairdresser
Senior Stylist
Busselton, Western Australia
01.1988 - 01.2018
- Styled hair using cutting-edge techniques and tools to enhance client satisfaction.
- Consulted with clients to determine their desired hairstyles and preferences.
- Mentored junior stylists on advanced coloring and cutting methods for skill improvement.
- Developed custom hair care plans tailored to individual client needs and hair types.
- Demonstrated effective product usage for optimal styling results during consultations.
- Washed, colored, cut and styled hair for high volume of clients daily.
- Maintained cleanliness of salon equipment, tools and work areas.
- Developed relationships with regular clients by providing excellent customer service.
- Responded to customer inquiries by phone, email, and in person.
- Provided consultations to discuss hairstyle options for clients.
- Cleaned work area thoroughly after each shift ensuring all tools were properly stored away.
- Greeted customers, answered phones and booked appointments.
- Selected hair colours, products, and services based on customer preference and individually designed hair care plan.
- Shaved, trimmed and shaped beards and mustaches.
- Suggested retail products to clients that would help them maintain their style.
- Backed up reception desk by answering phones, scheduling appointments, and processing payments.
- Attended fashion shows and other events to stay updated on new styles and techniques.
- Applied a variety of chemical treatments such as perming, relaxing or straightening services.
- Shampooed, conditioned and blow-dried client's hair.
- Kept notes listing preferences and services provided to clients for quick reference.
Education
Cert III in Aged Care
South Regional TAFE
Busselton, WACert III in Pathology Collection (Phlebotomy)
North Metropolitan TAFE
Mt Lawley, WACert III in Hairdressing
North Metropolitan TAFE
Midland, WASkills
- Best Practice Software
- Health record management
- Appointment scheduling
- Insurance verification
- Medical billing
- Customer relationship management
- Data entry accuracy
- Front desk operations
- Multi-line phone handling
- Problem solving
- Effective communication
- Compassionate patient interaction
- Team collaboration
- Letter preparation
- Appointment management
- Medical office administration
- Patient relations
- Telephone etiquette
- Appointment setting
- Reminder calls
- Typing and filing
- Mail management
- Medical records management
- Medical billing and coding
- Patient registration
References
References available upon request.
Timeline
Medical Receptionist
Power Medical Centre
04.2024 - Current
Hospital Receptionist
Katanning Regional Hospital
04.2023 - 04.2024
Administration Clerk
Goldenwest Curtains & Blinds
04.2021 - 04.2023
Phlebotomist
Clinipath
04.2018 - 04.2021
Hairdresser
Senior Stylist
01.1988 - 01.2018
Cert III in Aged Care
South Regional TAFE
Cert III in Pathology Collection (Phlebotomy)
North Metropolitan TAFE
Cert III in Hairdressing
North Metropolitan TAFE