Sophia Ryan

• Ward Clerk for the 40 bed, lower orthopaedic ward, including bed coordination for both medical and surgical patients, creating a clinical handover sheet daily for the nursing and allied health staff, serving as the central point of contact for all internal and external inquiries to the ward, and being personal assistant to the Nurse Unit Manager.
• Liaising with multiple other departments daily including theatre, recovery, food services, housekeeping, radiology, allied health providers and specialist rooms regarding patient care, as well as answering enquiries from relatives.
• Bed coordination included allocating rooms and beds for all surgical and medical patients being admitted to the ward, and liaising with recovery and theatre orderlies regarding their transfer back from recovery.
• Forecasting the patient numbers for the following week to help the NUM determine the nursing staff and skill mix required for the roster.

• Management and supervision of administrative and medical team members, ensuring that staff were compliant with practice standards and that HR requirements were met and followed.
• Overseeing staff rosters, managing overtime hours and leave requests, and liaising regularly with the Business Manager to raise and resolve any staff issues.
• Triaging appointments and diary management for specialists and allied health practitioners at SpinePlus and neighboring post- op rehabilitation BackSpace
• Managing outgoing correspondence to referring GP’s and specialists, and creating hospital discharge summaries for surgical patients.
• Creating financial estimates for surgical patients and finalizing all relevant paperwork, answering any queries and concerns in person during pre-operative consultations, and ensuring all payments were finalized prior to surgery.

• Oversaw daily operations of the medical practice and his operating schedule, including management of his diary, booking and overseeing of all surgical theatre lists, all appointment scheduling, patient records management, and billing for both theatre and clinic patients.
• Established and maintained effective communication with hospital and ward staff, liaising with other physicians, anaesthetists, allied health providers and others to ensure we provided high quality patient care in every stage of their care.
• Created customized care plans, working with Brisbane Private Hospital staff, discharge planners and patients' families to assess and ensure we met their individual needs, often including a pre-operative rehabilitation admission for strengthening, post-operative rehabilitation as both an inpatient and outpatient, and physiotherapy or OT assessments, follow up appointments and the full scope of patient care.
• Liaising with WorkCover Queensland on a weekly basis to manage WorkCover patients, including pushing for their approval and coverage of surgical costs, all appointments pre-operatively and post-operatively, and often involving the coordination of patient transport from Gladstone or Rockhampton with an excess of orthopaedic referrals from both cities.
• All clinic and hospital inpatient billing.

• Completing administrative patient check ins prior to triage, including updating all personal and all insurance information, consenting patients to the fees that are involved and getting financial consent forms and privacy consent signed upon entry to the department.
• Management of the Emergency Tracking Board, with admissions, discharges, and billing, ensuring it is kept up to date and in real-time for the physicians and nurses and bed management of the department.
• Managed high-pressure situations with composure, prioritizing urgent requests from our physicians and other referring specialists, often under difficult circumstances.
• Maintained a clean and organized work environment, facilitating efficient workflow for the entire ED team.
• Collaborated with interdisciplinary teams to coordinate care plans for patients with complex needs, admission to theatre, coverage of insurance and facilitating their movements from WEC.
• Contributed to team efficiency by cross-training in various departmental roles when necessary, increasing overall versatility and increasing the support provided to other team members.
• Management of all patient billing, consisting of reports for physicians and ensuring all item numbers are correct, which requires a thorough knowledge and understanding of Australian Medicare, WorkCover Queensland, and other Third Party Providers.

• Managed a database of over 200 volunteers, ensuring accurate record-keeping and easy access to information when needed through Uniting Care Health program Better Impact.
• Collaborated with other departments in the Wesley Hospital and Clinical Nurse Managers to identify specific needs for volunteers, optimizing resource allocation and improving program effectiveness.
• Maintained regular communication with volunteers through Wesley Hospital newsletters, emails and phone calls, and daily personal check-ins with volunteers in their various departments across the hospital, keeping them engaged and ensuring they felt valued and appreciated.
• Provided ongoing support to volunteers throughout their tenure, addressing any concerns or issues promptly to ensure satisfaction and commitment to the organization''s goals, including recent issues navigating the importance of confidentiality and disclosure when it comes to the health of their fellow volunteers and close friends.
• Secured funding specifically designated for enhancing volunteer resources, including coordinating a Workplace Health & Safety assessment from head office of UnitingCare Health, to evaluate and improve the quality of the equipment we have, and increase our budget accordingly for safety and ease of use.
• Implemented a robust tracking system through program Better Impact, to monitor volunteer hours and track the overall impact of their efforts on UnitingCare Health organizational goals, and to provide real-time reports on their hours of service.
• Served as a liaison between volunteers and senior leadership, ensuring open lines of communication and promoting a transparent environment where concerns could be addressed promptly, including improving relationships between orderlies and volunteers who provide the same support for surgical wards with discharging patients.
• Recruited and trained new volunteers on volunteer program goals and objectives, including interviewing and onboarding 11 new volunteers during my time there, and ensuring they felt comfortable and supported and appreciated by not just our organisation but by us as a department.
• Worked with leadership staff and special committees to define volunteer mission and set standards, including the UnitingCare Health Group which represents Lifeline, BlueCare, and three other hospitals, to offer feedback and support, and utulise learning opportunities from each of our successes.
• Scheduled and organized training sessions for volunteers to develop skills and knowledge, including overseeing all of their Mandatory Training, and ensuring that all of their online learning and competencies were completed.
• Established and maintained online portal to post volunteer opportunities and facilitate volunteer registration, updating the position description working with the Marketing Team on recruitment goals.

• Organized and coordinated conferences and committee meetings, as well as doing the agenda, actions and minutes for:

Infection Control Committee, Infrastructure Safety Committee, Metro Supply Committee, Hospitality Working Group, Waste Management Committee, Room Service Committee, Corporate Services Managers Committee, and Hospital Equipment Planning Committee.

• Supported the financial team with accurate document preparation for board meetings, presentations, and reports.
• Assisted in planning and forecasting by compiling essential data from various sources, including reports and statistics liaising with other department managers.
• Maintained strict confidentiality while handling sensitive information related to company finances, legal matters, and personnel issues.
• Acted as a gatekeeper for the executive office by screening incoming correspondence and directing relevant inquiries to appropriate team members.
• Handled confidential and sensitive information with discretion and tact.
• Screened calls and emails and responded accordingly to support executive correspondence.