Tracy Naude
Auckland
Summary
Proven leader in healthcare management, adept at driving quality improvement and patient engagement at Clendon Medical Centre - South Link. Excelled in staff supervision and strategic planning, enhancing operational efficiency and patient satisfaction. Skilled in HIPAA compliance and staff development, successfully managed a diverse team, fostering a culture of continuous improvement and collaboration. I also offer a wealth of experience in the health sectors, working with various different cultures and personalities. Passionate about enabling others with my experience, my energy and find it rewarding teaching others.
Overview
19
19
years of professional experience
Work History
Medical Practice Manager
Clendon Medical Centre - South Link
Auckland
07.2008 - Current
- Ordered all office supplies and kept check on inventory levels.
- Conducted regular staff meetings to facilitate open communication channels among team members leading to improved collaboration and problemsolving.
- Oversaw daily operations of the medical practice such as staffing schedules, inventory management, office upkeep ensuring an organized work environment conducive to efficiency and patient satisfaction.
- Addressed and remedied all patient or team member issues.
- Supervised team of 25 office personnel.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Managed human resources functions including recruitment, hiring, onboarding, payroll administration, benefits coordination, and employee relations counseling.
- Developed close working relationships with front office and back office staff, and external providers.
- Developed and maintained policies and procedures to ensure compliance with healthcare regulations, resulting in successful audits from regulatory bodies.
- Assisted with regulatory issues such as compliance.
- Improved patient satisfaction by streamlining appointment scheduling and implementing a more efficient check-in process.
- Implemented quality improvement initiatives aimed at enhancing patient experience while adhering to industry best practices.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Managed budget for the medical practice, reducing overhead costs through careful resource allocation and vendor negotiation. Continued a successful practice in a difficult financial climate.
- Implemented electronic health record system, improving data accuracy and accessibility while reducing paperwork burden.
- Increased revenue generation by identifying opportunities for practice growth through expansion of services or acquisition of new patients.
- Managed 25 employees with various personalities and from different cultures for large practice of 10 000 patients.
- Trained all newly hired team members on office procedures and computer system.
- Trained other practice managers within our wider organisation.
- Been part of several webinars as the speaker for fellow practice managers in our wider organisation.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed a training checklist for all new staff, including an orientation pack, training records of required certificates.
- Always been the 'go to person' to help with any issues.
- Led an equity team to develop an equity programme for our patients, focusing on equity gaps within our practice,
- Developed a close relationship with our marae and local iwi
- Currently co-managing a second medical practice in Auckland
Medical Receptionist
Fellbrook Medical Centre
Auckland
07.2005 - 07.2008
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, while maintaining a polite and professional demeanor.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Transcribed phone messages and relayed to appropriate personnel.
- Completed patient referrals to other medical specialists.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
Education
National Certificate Level 4 - Business Administration Specialising in Medical
MIT
Manukau, NZ07.2005
Skills
- Practice Management
- Payroll Administration
- HIPAA knowledge
- Medical practice management
- Strategic business planning
- Quality Improvement
- Policy and procedure development
- Staff Management
- Healthcare compliance
- Strategic Planning
- Staff Supervision
- Workflow Management
- New Hire Training
- Patient Relations
- Patient Engagement
- Patient service
- Medical personnel recruitment
- Supplies Ordering
- Training program implementation
- Marketing
- Resource Management
- Staff Guidance
- Budget Oversight
- Human Resources Management
- Employee performance
- Continuous Improvement
- Staff Development
- Project Oversight
- Patient Safety
- Decision-Making
- Certified in CPR/AED
- Training and mentoring
- Clinical Staff Management
- Problem Identification
- Patient Advocacy
- Multidisciplinary team collaboration
- Data Analysis
- Budget Planning
- Risk Analysis
- Risk Mitigation
- Addressing equity gaps in healthcare
- Quality Control
Affiliations
- PMAANZ
Timeline
Medical Practice Manager
Clendon Medical Centre - South Link
07.2008 - Current
Medical Receptionist
Fellbrook Medical Centre
07.2005 - 07.2008
National Certificate Level 4 - Business Administration Specialising in Medical
MIT