VICTORIA ULBERG
Kogarah,NSW
Summary
Experienced in patient advocacy and communication, dedicated to promptly addressing all patient concerns. Strong interpersonal skills to build trust and facilitate clear communication between patients and healthcare teams. Deep understanding of healthcare systems and patient rights ensures efficient resolution of issues and enhances overall patient care. Over 10 years of experience in Government Healthcare, excited to bring wealth of knowledge, skills, and experience to future endeavors.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Liaison Officer
St George Hospital - Health NSW
05.2023 - Current
- Contributed to the development of internal training programs designed to improve staff knowledge on effective patient liaison strategies.
- Served as a primary point of contact for patients, addressing inquiries about inpatient election services, insurance coverage, and appointment scheduling efficiently.
- Ensured positive patient experiences by maintaining a welcoming and supportive environment at the facility.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Managed sensitive patient information with strict adherence to NSW health records privacy act guidelines, ensuring confidentiality at all times.
- Engaged with patients to provide critical information.
- Resolved customer complaints using established follow-up procedures.
- Collaborated with interdisciplinary teams to optimize patient outcomes during their hospital stay.
- Facilitated smooth admission and discharge processes for patients, ensuring seamless transitions throughout their healthcare journey.
- Boosted team morale and productivity by sharing knowledge and best practices in patient access processes.
- Streamlined communication between patients, healthcare providers, and administrative staff for improved care coordination.
- Assisted in the development of policies and procedures related to patient care and communication, helping to standardize practices across the organization.
Ward Clerk - Admin
St George Hospital
07.2020 - 05.2023
- Provide administrative support to nursing staff in the day surgery unit using microsoft office programs
- Admit and discharge patients in ipm, surginet and scheduling
- Handle patient enquiries and resolve any patient complaints using effective communication skills
- Respond to emails in a timely manner using effective writing skills
- Prioritise tasks in a fast paced unit by assessing the work load for the day and actioning them accordingly
- Meet strict daily deadlines by being highly organised and managing my time efficiently
- Liaise with other departments in a professional manner in preparation of patient files prior to their surgeries
- Work independently with minimal supervision as well as working well in a team by contributing ideas and ways to help improve systems in the work place
- Fax referrals and medical record requests in a timely manner
- Replenish stock by placing orders on WINC
Team Leader
Prince of Wales Hospital
04.2017 - 10.2019
- Performed a wide range of administrative tasks ranging from scheduling extra staff to cover sick calls to handling escalations and resolving them
- Prioritised my own workload as well as staff tasks in order to meet deadlines
- Supervised 14 plus employees in the day to day running of the Switchboard room
- Coached and mentored staff by encouraging them and pinpointing areas that needed improvement while offering support to achieve this
- Monitored work performance using statistic reports to outline and highlight issues as well as offering constructive feedback
- As a result objectives were met and this lead to a boost in morale
- Demonstrated initiative by taking a proactive approach in identifying issues before they arise and placing contingencies in place to solve problems
- Worked independently in supervising staff and ensuring their daily objectives were met
- Worked in a team numerous times during a disaster response by activating emergency procedures and keeping the staff calm while carrying out their work under duress
- Assisted in quarterly doctors term change and successfully meeting the strict deadline
- Assisted manager in recruiting new employees by culling numerous applications, conducting interviews and carrying out reference checks using ROB
- Liaised with senior management in implementing new procedures
- Respond to emails in a professional and timely manner using my high level of written and verbal skills
- Advocate for my staff in presenting their feedback to senior management and voicing any concerns and requests raised with me as their Team Leader
- Dealt with caller complaints with empathy, compassion and understanding which always led to a great outcome
- Created and maintained a 24/7 staff roster every month ensuring shifts were scheduled fairly for each staff member
- Provided a high level of customer service daily and always working within the CORE values of the organisation
- Improved the work culture for all staff members by boosting morale through offering incentives and empowering them with a positive attitude
- Used ipm, EMR, Healthroster, Winc, Toll and Microsoft Word, Excel and Outlook
Telephonist
Prince of Wales Hospital
07.2014 - 04.2017
- Answered a high volume of calls in a professional and friendly manner, using my strong interpersonal skills expressing empathy, compassion and active listening
- Provided administrative support to my Team Leader and Manager by generating reports in excel, creating spreadsheets, tables and filing rosters
- Serviced the front desk and actioned paging requests for doctors and nurses
- Respond to emails in a timely and professional manner utilising my high level of written communication by keeping it simple but effective
- Trained new staff using the buddy up system
- Worked independently and unsupervised after hours
Education
High School Diploma -
St Josephs Girls Highschool
Kogarah, NSW12.1995
Skills
- Leadership
- Time Management
- Organisational Skills
- Intermediate - Microsoft Office Outlook
- Intermediate - Microsoft Office Word
- Intermediate - Microsoft Office Excel
- Type 55 wpm with 100% accuracy
- Bilingual
- Healthcare knowledge
- Customer Service
- Problem-Solving
- Multitasking and Organization
- Team Collaboration
- Patient check-in
- Phone and Email Etiquette
- Medical Terminology
- Eligibility Determination
- Process Improvement
- Fluent in Samoan
- EMR
- Call Screening
- Leadership
- Leadership
- Leadership
- Leadership
- Leadership
- Leadership
- Leadership
- Leadership
- Leadership
- Leadership
- Leadership
- Adaptability and Flexibility
Personal Information
Date of Birth: 10/19/77
References
- Matthew Haggart, Nursing Unit Manager, St George Hospital - Day Surgery Unit, Matthew.Haggart@health.nsw.gov.au, 91131057
- Rachel Kelloway, Manager, St George Hospital- Clinical Information, Rachel.Kelloway@health.nsw.gov.au, 91132087
- Joanne Parris, Manager, Prince of Wales Hospital - Telecommunications, Joanne.Parris@health.nsw.gov.au, 93282282
- Tina Pouha, Team Leader, Prince of Wales- Switchboard Services, Tina.Sagapolu-Pouha@health.nsw.gov.au, 93822282
- Maria Jenner, Executive Director, Morgan Stanley - Character Reference, Maria.jenner@morganstanley.com, 0405 202 611
Favoritequote
"Intellectuals solve problems, Geniuses prevent them." Albert Einstein
Certification
- Customer Service for Frontline Staff - HEALTH NSW 2022
- Business Writing in Healthcare - HEALTH NSW 2020
Languages
Samoan
Full Professional
Interests
- Cooking
- Crafting and DIY Projects
- Music
- Offering time and support to shelters for the homeless, women, and animals
- Participating in fundraising events to support local charities, schools, or community projects
- Web Development and Design
- Mindfulness Practices
- Hiking
- Gardening
- Stand-up Paddleboarding (SUP)
- Volunteering
Timeline
Patient Liaison Officer
St George Hospital - Health NSW
05.2023 - Current
Ward Clerk - Admin
St George Hospital
07.2020 - 05.2023
Team Leader
Prince of Wales Hospital
04.2017 - 10.2019
Telephonist
Prince of Wales Hospital
07.2014 - 04.2017
High School Diploma -
St Josephs Girls Highschool
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