Reception and Practice Administration
Runs the front desk, appointment book, patient registration, billing, recalls and telehealth coordination across all three sites, and holds the accreditation, privacy and complaints systems that keep the centre compliant and patients informed.
What the team is accountable for
- Register patients, verify identity and record consent
- Manage appointments, waiting lists and telehealth bookings
- Process billing, claims and payments
- Handle complaints, feedback and privacy requests
- Maintain accreditation evidence and controlled documents
How we know it is working
Who works here
Cassandra Oyelaran
Cassandra runs reception, billing, accreditation and complaints across the three sites and has managed medical practices for fourteen years, six of them at Lakeside.
Jordan Whitlam
Jordan trains new reception staff, manages the telehealth bookings and the front desk at Warners Bay and has been with Lakeside for seven years.
Where the work is recorded
Patient Records and Appointments
The appointment book and patient register for all sites, recording bookings, arrivals, clinicians, consultation type and follow-up actions.
Clinical Incident and Hazard Register
Records clinical incidents, near misses, medication and specimen errors, staff injuries, privacy breaches and hazards with a severity rating, review status and actions.
Assessment tasks in this department
Documents the scenarios use
- Clinical Staff Credential and Training Register Register
- Infection Prevention and Control Policy Policy
- Medical Emergency and Emergency Response Plan Plan
- New Patient Registration and Consent Form Form
- Patient Registration, Identification and Appointment Procedure Procedure
- Practice and Clinical Governance Meeting Minutes Template Template
- Privacy and Health Records Policy Policy
- Reusable Medical Device Reprocessing Procedure Procedure