Grace Castagnella Email & Phone Number

Sydney, New South Wales, Australia

► Greet and ensure the patients experience is welcoming and engaging in any contact they have with the clinic. Effectively respond to enquiries in person; on the phone, by email;► Patient database management including appointment bookings and confirmations using Nookal practice management software;► Proficient use of Microsoft Office Suite, and general IT trouble shooting;► General administrative tasks including filing and scanning documents;► Provide administrative support to the physiotherapists in the Clinic;► Diary management for patients and physiotherapists; occupational therapists; and speech pathologists;► Maintain and manage patient records and files:► Liaise with referrers and document messages and requests accurately;► Manage client payments: • prepare patient accounts and process medicare rebates, health fund rebates and payments via HICAPS, EFTPOS, and Medicare Online; • issue invoices and conduct payment reconciliation; • process invoices for third party payments (CTP and Work Cover); and • processing and billing NDIS clients.► Debt collection recovery: follow-up of outstanding Third Party accounts frequently;► Prepare and follow up regularly on all relevant Workers Compensation and CTP Allied Health Recovery Request (AHRR) forms and reports;► Ensure privacy standards and confidentiality of all personal and medical information is upheld;► Stock level monitoring and ordering physiotherapy equipment and stationery supplies;► Work with the allied health team to promote the practice;► Cash handling and daily reconciliation of cash float;► Maintain the general appearance and cleanliness of the clinic; including laundering of towels and pillowcases, as required;► Other miscellaneous administration duties, when required.

Sydney, Australia

The purpose of this position is to support the delivery of effective physiotherapy treatment to patients; provide positive patient experiences in their dealings with our clinic; and ensure services are delivered efficiently and effectively. This role encompasses a range of office and administration responsibilities aimed in contributing to the ongoing development and strategic focus of the business.► Maintain senior credibility and expectation management - at all levels of business.► Assist physiotherapists with practice management.► Phone management and customer engagement - make and confirm appointments for clients; answer telephone calls; with a high return call rate within the same day.► Exceptional customer service focus provided within the clinic and the community.► Drive client-focussed outcomes utilising high quality interpersonal, empathy, and relationship building skills.► Able to handle difficult patients and discuss difficult situations and issues as required, without conflict.► Exceptional time management skills and produce programs, presentations and data in a timely manner.► Understand business processes, and abide by policies and procedures.► Take and make payments through HICAPS and EFTPOS terminal.► Demonstrate excellent rapport with other health professionals and networks e.g. General Practictioners, Specialists and Allied Health professionals.► Liaise with insurance companies regarding WorkCover and CTP claims.► Billings and accounts management including debt collection.► Scan medical documents and submit reports to doctors and health care professionals.► Adhere to Physio INQ’s Local Marketing Plan and Lead Generation Initiative and be able to demonstrate execution of the initiative.► Social media engagement with the community, as per marketing guidelines.► Maintain the general appearance and cleanliness of the clinic.

Sydney, Australia

Provided a range of specialised senior-level executive; business and secretarial support services to the General Manager, Distribution. Assisted the General Manager to address the complexities of their role and to achieve business objectives. Ensured all facets of the General Manager’s role and responsibilities were administered and supported effectively and efficiently within given timelines, resources, and overall goals.Key accountabilities:► Acted as the General Manager’s point of contact; analysed and actioned requests in order to prioritise urgent, and often, sensitive matters. Took decisive action to facilitate the optimal use of the General Manager’s time and priorities;► Managed the General Manager’s complex diary appointments, records, and correspondence. Proactively scheduled, organised and prioritised meetings and provided support to facilitate the smooth operations of the General Manager's office;► Managed, prepared and reviewed high-level complex communications ensuring timeliness and accuracy to support the achievement of business requirements;► Researched, analysed, collated and provided reports to the General Manager to support informed decision-making and planning; ► Contributed to the development of, and monitored, implemented, and evaluated administrative practices, systems, and procedures to maximise efficiency and support the achievement of quality outcomes for the General Manager and wider team; &► Demonstrated superior time management capabilities - negotiated and re-prioritised own and the General Manager’s schedule, given heavy workloads, tight deadlines, and conflicting high-level commitments and priorities. Key achievement - created and maintained a confidential electronic document management repository for the General Manager to control production, storage, management, and distribution of business documents, yielding greater effectiveness and the ability to re-use and control information and document flow.

Sydney, Australia

Provided structured and diverse administrative support to the LSP team in the Program Management Office and adhoc executive support to the Head of Major Program Delivery (General Manager level). The Legacy Simplification Program (LSP) was one of Suncorp Group’s strategic priorities to simplify and standardise the products, processes, and policy systems used across its broad General Insurance (GI) brands by decommissioning 14 legacy policy systems and consolidating these GI licences into two platforms.

Sydney, Australia

Provided senior-level executive support and assistance to the Executive General Manager/Life Chief Risk Officer (EGM CRO) and effective and efficient administrative support to his 14 team members comprising compliance; risk; and regulatory affairs and governance. Key responsibilities included:► managed the EGM CRO's complex diary schedule and necessitated appropriate preparation and review time for key activities and deliverables;;► co-ordinated management of email monitoring and prioritisation; completed conflicting tasks/projects in advance of deadlines; and provided relevant supporting documentation of various Boards, Committees, and regulatory (i.e. APRA and/or ASIC) meetings;► tracked variable deadlines for assignments delegated by the EGM CRO to his Executive Managers; &; ► provided support to the EGM CRO's Leadership Team for divisional strategic initiatives, as required by the Executive. Displayed an appreciation for confidential matters and discretion at all times.

Sydney, Australia

Worked with the same Executive for 7 years consecutively. Roles fulfilled were as follows:► Executive Assistant to Chief Underwriting Officer, Asia;► Personal Assistant to Acting Chief Operating Officer, Asia; &► Personal Assistant to General Manager, Australian Intermediaries.Providing specialised high-level executive support to the Executive (i.e. Chief Underwriting Officer, Asia) and also providing administrative/secretarial support to the General Manager, Claims - Asia Pacific.Key achievement - the ability to build "cohort" relationships with the Executive Assistants of my Executive’s peers within the Asia Pacific region. Significantly assisted his daily engagement with his peers and country managers, especially given the geographical challenges of working across 9 countries in varying time zones.

Sydney, Australia

The General Manager, Australian Intermediaries was appointed as Acting Chief Operating Officer, Asia on a one-year secondment. This assignment involved the development and implementation of QBE's profitable growth strategy in Asia.During this transitional period, also supported the Acting General Manager, Australian Intermediaries. This was fulfilled by the abovementioned General Manager’s direct report.

Sydney, Australia

Provided specialised high-level executive support to the General Manager and administration support to his 10 team members.

Sydney, Australia

Provided specialised high-level executive support to the Department Head (General Management level) and his team.Similar to my previous role, continued my extensive liaison with APRA. Successfully planned and organised two annual APRA prudential supervisory visits. Provided administrative Board/Executive Committee management reporting assistance to the Department Head.

Sydney, Australia

Provided extensive executive and high-level administrative support to the Department Head (General Management level) and his team. Provided four years of strong and very frequent liaison with the regulator, Australian Prudential Regulation Authority (APRA). Built and strengthened a solid rapport and relationship with senior APRA personnel. Successfully planned and organised four APRA annual prudential consultation meetings and 15 supervisory visits between APRA and IAG relevant business units and/or executive/senior management.

Sydney, Australia

Worked in diverse business units for almost 18 years. Roles fulfilled were as follows:(2000 - 2002)Executive Assistant to General Manager, eBusiness;(1999 - 2000)Executive Assistant to Chief Executive, Year 2000 (Y2K) Project;(1997 - 1999)Personal Assistant to Head of Human Resources and Head of Onshore Corporate & Institutional Business;(1995 - 1997)Personal Assistant to General Manager, Economic Strategy & Planning and Head of Offshore Institutions and Acting Head of Onshore Institutions;(1993 - 1995)Personal Assistant to Chief Manager, Institutional Distribution;(1992 - 1993)Secretary, Marketing and Product Management;(1991 - 1992)Secretary to Manager, Superannuation Services & Actuary; and(1984 - 1991)Receptionist/Word Processor Operator.

Statement Of Attainment - Medical Reception And Terminology

Diploma Of Business

Certificate Iv - Management And Team Leadership

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Secretarial Studies And Honorary Certificate