THOMAS BROWN
HUNTINGDALE
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the medical industry. Solid team player with outgoing, positive demeanor 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 organisations.
Overview
6
6
years of professional experience
Work History
Frontline Services Officer
AUSTRALIAN TAXATION OFFICE
02.2023 - Current
- Meet and exceed KPI's to ensure site and team expectations have been met in line agency standards
- Learn complex and nuanced business tax law and implement procedural knowledge to assist taxpayers
- Offered ample support to team members with creative solutions to complex challenges
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Enhanced workplace culture with employee engagement initiatives and feedback mechanisms.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in raising the agencies reputation.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Medical Receptionist
BLUFF ROAD MEDICAL & PSYCHOLOGY
04.2022 - 02.2023
- Adhered to strict guidelines to protect patient privacy
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Managed multi-line phone system and pleasantly greeted patients
- Maintained current and accurate medical records for patients
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
- Enhanced office productivity by handling high volume of callers per day
- Referred and screened patients to make best use of resources, triage staff and serve community members
- Processed insurance claims and verifications through specialized billing software.
Allied Health Receptionist
CITY HEALTH PTY LTD
04.2019 - 02.2023
- Confirmed appointments, communicated with clients and updated client records
- Liaised with internal and external stakeholders for the business such as Medicare and other private health providers
- Resolved customer complaints and poor client reviews with a friendly and passionate approach
- Maintained client confidentiality and security of client records
- Demonstrated superior multi-tasking and time-management by going above and beyond the role description
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Office Manager
BAYSIDE FAMILY COUNSELLING
02.2022 - 05.2022
- Monitored expenditures for better financial control.
- Optimized office budget by renegotiating vendor contracts.
- Addressed customer concerns promptly, leading to increased satisfaction.
- Resolved patient concerns with personalized attention and prompt solutions.
- Implemented standardized protocols to enhance service delivery across departments.
Education
Bachelor of Arts - Linguistics
Monash University
Clayton, VIC02-2027
Skills
- Computer Literacy
- Efficient and Detail-Oriented
- Critical Thinking
- Responding to Difficult Clients
- Customer Account Management
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Excellent Communication Skills
- Cross referencing between various systems
Timeline
Frontline Services Officer
AUSTRALIAN TAXATION OFFICE
02.2023 - Current
Medical Receptionist
BLUFF ROAD MEDICAL & PSYCHOLOGY
04.2022 - 02.2023
Office Manager
BAYSIDE FAMILY COUNSELLING
02.2022 - 05.2022
Allied Health Receptionist
CITY HEALTH PTY LTD
04.2019 - 02.2023
Bachelor of Arts - Linguistics
Monash University
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