Eligibility officer (intermediate level)

• Sep 2022 - Present

Liability specialist

• Nov 2021 - Sep 2022

-I manage and maintain a portfolio of personal injury claims.-My role is to assess, investigate and determine work related injury claims for compensation.-I liaise with external stakeholders; injured workers, their legal representatives, employers, treating and independent doctors; to gather sufficient information and evidence to make an evaluative judgement and ensure the worker receives appropriate entitlements.-I collaborate with internal stakeholders; mobile claims specialists, dispute resolution officers, legal adviser, injury services team; to ensure a smooth delivery of the claim determination process.

Hardship and Collections Consultant

• Aug 2020 - Oct 2021

•Work with customers with secured and unsecured loans to determine debt recovery strategies with a high Kept Promise (KP %) •Provide detailed education to the customers assisting them to make an informed banking decision with a low Average Handling Time (AHT) 12 minutes and 11 seconds. I have received verbal and email compliments from the customers. •Recognition from Group CEO for being passionate in keeping our businesses going and in helping our customers. •Recognition from team manager for assisting the Foreign Language team with Mandarin call backs and supporting the Mandarin inbound line, improving the SLA (Service Level Agreement). •Recognition from team leader for managing sensitive and difficult conversations and handling complaints in a calm and effective manner. •Recognition from team leader for upskilling and providing the right level of support to new staff, delivering a favourable outcome. •Recognition from managers for possessing a strong work ethic for possessing a strong work ethic despite working from home. •Recognition from team leader for driving September success by having a strong conversation with the customers to agree on promise to pay on the day over the phone.

Customer Service Consultant

• Apr 2020 - Jul 2020

•Validated approximately 35-40 files approved from ATO daily for COVID-19 early release of BT Wrap superannuation and ensured authenticity and validation of requests made. •Processed approximately 35-40 files daily and ensured payments were made within five business days from when the business received an approval from the ATO. •Processed drawdowns or selldown of investments and ensured account balance was sufficient to fund the payment and maintain insurance coverage. •Liaised with the Customer Relations team to contact the clients to confirm details, tax deduction for personal super contributions, information on QROPS (Qualifying Recognised Overseas Pension Scheme) for tax reporting purposes, and to inform clients if they did not have sufficient funds in their super account to fund the payment. •Liaised with the Tax and Accounting Services team to calculate tax estimates and ensure the correct amounts were released. •Liaised with SMEs for any exceptions and confirmed if payment can proceed

Patient Services

• Dec 2018 - Mar 2020

•Provided high quality administrative, clerical and secretarial support to Practice stakeholders (doctors, nurses and management) and External stakeholders (physiotherapists, podiatrists, psychologists and Clinpath Pathology). •Handled pressure and aggression from external customers and responded appropriately and safely. •Experienced in responding quickly to the challenge of the fast-emerging COVID-19 situation, triaging all phone calls and appointments booked online for patients presenting respiratory symptoms to limit the risk of further coronavirus transmissions. •Facilitated telehealth services for consultations, offering telehealth consultations, by telephone or by Zoom video conference, to patients.

Assessment Officer

• Sep 2016 - Dec 2017

•Coordinated monthly examination and assessment processes for 1000 or more MBA students across various venues and ensured compliance with the Tertiary Education Quality and Standards Agency (TEQSA)’s quality assurance and regulation. •Supervised arrival of examination scripts from the overseas examination centres and private invigilators and ensured scripts were received within the set timeframe. •Processed course completions accurately and within the expected timeframe and met graduation requirements and deadlines. •Worked closely with the Academic team and increased the percentage of student completion rates by enhancing academic and service quality. •Collaborated with the Student Central department to resolve assessment-related issues promptly and increased student satisfaction. •Effectively managed and responded to enquiries from students and academic staff and ensured superior service and satisfaction. •Utilised information systems and prepared reports to facilitate internal audit and regulatory compliance. •Participated in the online examinations internal trial and provided feedback to enhance the live online examinations experience for students.

Receptionist/Administrator

• Mar 2015 - Feb 2016

•Maintained cooperative and productive working relationships with all members of the clinic and multidisciplinary team and provided quality patient centred care. •Worked with empathy and a courteous and polite manner and enhanced patients’ and their families’ experiences in our facility. •Ensured patient information and requests for information was managed in a courteous, swift and confidential manner, in compliance with the practice’s policy and legislative requirement. •Attended regular Lunch and Learn sessions, watched Ted Talks and shared ideas about how it could be applied to our work daily life.

Medical Receptionist

• Feb 2014 - Feb 2015

•Provided good telephone etiquette and answered multiple phone lines promptly in a professional manner to ensure great customer service. •Provided efficient and courteous customer service to patients, families and visitors and ensured delivery of polite, respectful and friendly service. •Safeguarded the privacy of patient’s records and health information by ensuring the integrity of the computerised records management system. •Maintained a neat and clean work area in compliance with the practice policies and procedures. •Participated in relevant training programs, such as certified first aid course and infection control, and acquired the skills necessary to enhance patient care and experience.

Medical Receptionist and Administrative Support Officer

• Apr 2013 - Oct 2013

•Acquired the necessary skills, through daily on-the-job training and became competent to manage the front desk smoothly and efficiently. •First point of contact for patients, families and visitors and handled all enquiries professionally and confidentially. •Managed patient data and medical records through the effective use of computerised patient information system. •Increased efficiency and improved processes by using clinical and practice management system for appointment scheduling and electronic billing and claims. •Liaised with other healthcare professionals, external agencies and service providers, medical testing facilities, hospitals and Medicare to ensure patients receive quality care.

Customer Service Manager

• Jan 2011 - Oct 2012

•Assessed and processed client application against the eligibility criteria for public housing. •Handled and responded to approximately 200 client enquiries and appeal cases on a monthly basis, including providing information and correct advice about relevant public housing policies and schemes. •Managed and exceeded clients’ expectations by showing care and dedication in assisting them with their immediate housing needs. •Supervised a team of front counter junior staff and attended to complex and escalated cases requiring detailed assistance. •Prepared written case reports to senior management as requested. •Performed as a counter duty officer and interviewed clients at counters and in interview rooms on a regular rostered basis.