Summary
Overview
Work History
Skills
Accomplishments
Timeline
Generic

Rowena Cook

Tauranga,BOP

Summary

Practice manager with over ten years of experience, seven years in dentistry and four years in general practice/urgent care. Providing support to 30-40 staff members daily. I possess strong multi-tasking skills, with ability to simultaneously manage several projects and schedules. Excellent public-facing point person for patients, vendors, equipment providers and service providers. I appreciate and endorse good communication within a practice and its owners. I have a keen eye to detail and am eager to find ways to make the daily and the overall running of a practice more efficient for practitioners and supporting staff. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

10
10
years of professional experience

Work History

Practice Manager

Emergency Consult
12.2023 - Current
  • Opened and managing a hybrid nurse lead urgent care clinic.
  • Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
  • Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
  • Addressed and remedied all patient or team member issues.
  • Oversaw accounting, budgeting, and financial reporting.
  • Supervised team of 45 practice personnel.
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Managed daily practice operations to optimise appointment scheduling, patient records management and billing functions.
  • Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
  • Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
  • Ordered all office supplies and kept check on inventory levels.
  • Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.

Practice Manager

Green Cross Health The Doctors Bayfair And Papamoa
05.2021 - 11.2023
  • Practice manager of two GP practices, 55 staff and 10,000 patients
  • Provide outstanding support to entire staff which helped improve process flow and boosted efficiency.
  • Manage daily practice operations to optimize appointment scheduling, patient records management and billing functions.
  • Developed and implemented strategies to improve patient access, satisfaction and care quality.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
  • A regular day would involve being across both sites to aid in supporting GPs, RNs, Reception, Support staff and administrators in daily operations
  • Multitasking and organisation is key to a successful day in GP practice
  • The environment is constantly changing and the need to be fast responding is highly often a daily occurrence
  • Other tasks involve banking reconciliation, company and patient debtors, daily/weekly/monthly reporting and communications, inductions of GPs/RNs and reception staff, interviewing, newsletters, fees increases, PHO reporting/liaising/meetings/funding, rosters for GPs/admin team, tracking study leave, payroll, templates and accreditation.

Medical Centre Manager

Green Cross Health, The Doctors Phoenix
11.2020 - 05.2021
  • As above at one site
  • I worked for Green Cross Healthcare for six months and was asked to move to Tauranga to manage Bayfair and Papamoa sites as these were larger and suited my skill set.
  • Trained new staff members on company policies and centre expectations.
  • Scheduled daily service centre employees and monitored performances.

Practice Manager

Advanced Dental Care ADC
10.2014 - 06.2020
  • Managed practitioners, dental assistants and sterilisation nurses days to aid their work environment to be as stress-free and efficient as possible
  • Ran the day to day reception while making sure the practice had a steady flow of patients each day, handled treatment coordination on large cases
  • Hired and trained practitioners and employees
  • Renegotiated vendors contracts implemented stock inventory control, and standardised office ordering procedures
  • Weekly communications with the accounts department
  • Rostering and liaising with other practices to keep within KPI percentages
  • Implementing accreditation and protocols within the practice
  • Social media and community marketing
  • Reporting daily to owners.

Skills

  • Great interpersonal & communication skills
  • Ability to work collaboratively and independently
  • Problem Solver
  • Leadership
  • Meticulous attention to detail
  • Excellent Organisational skills
  • Works well under pressure
  • Excellent customer service skills
  • Customer Relationship Management
  • Verbal and Written Communication
  • Sales and Marketing
  • Project Management
  • Staff Management
  • Business Planning
  • Budget Controls
  • Team Leadership
  • Contract Development and Management
  • Performance Tracking and Evaluations
  • Managing Career Progression
  • Issue and Conflict Resolution
  • Key Performance Indicators (KPI)

Accomplishments

  • Current first aid certificate - Heart Education February 2023 - 2025
  • Certificate in Business - Firstline Management level 4 - Service IQ 2022
  • Practice Managers Seminar - Henry Schein Halas, Communication in Dental 2018
  • Practice Managers Seminar - Prime Practice Australia 2013
  • Certificate III in Dental Assisting - Australian Dental Association 2005

Timeline

Practice Manager

Emergency Consult
12.2023 - Current

Practice Manager

Green Cross Health The Doctors Bayfair And Papamoa
05.2021 - 11.2023

Medical Centre Manager

Green Cross Health, The Doctors Phoenix
11.2020 - 05.2021

Practice Manager

Advanced Dental Care ADC
10.2014 - 06.2020

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Rowena Cook