July 11, 2023

We are Northern: This is the Outpatients Patient Management team

The Outpatients Department at Northern Health has approximately 60 administration staff working across three campuses – Northern Hospital Epping, Broadmeadows Hospital and Craigieburn Centre.

The Patient Management team is responsible for performing numerous duties, including scheduling appointments, greeting and checking-in patients, collecting patient information, answering phone calls, supporting clinicians and nursing staff, and directing patients to the appropriate departments. All of these tasks are essential for ensuring patients have a seamless experience when visiting Northern Health.

Kelly Luca, Administration Manager, says the Patient Management team play an integral role in ensuring patients receive the best care they need.

“They are the first point of contact when patients attend an outpatient appointment, and play a vital role in setting the tone for the entire patient experience. Their contribution is significant, and their work is invaluable”.

“Outpatients experience approximately 300,000 attendances per year, including face-to-face and telehealth appointments. Work can often be challenging, as they are required to manage multiple tasks simultaneously. Staff need to have excellent communication skills, attention to detail, and a positive attitude. They also play an instrumental role in promoting the safety of patients, staff, and visitors,” she added.

The Contact Centre team answers approximately 3,000 calls per week relating to appointment changes, referrals and general enquiries. They must ensure the confidentiality of patient information and comply with the hospital’s policy and procedures.

Liz Fawcett, Clinic Lead and Project officer, says, “Our clerical workforce is invaluable in being able to deliver clinical Northern Health Outpatient Services. They are the friendly voice on the phone, the smiling face on the front desk and the kind words in an email, and often the first patient introduction to Northern Health. We are truly lucky to have such a dynamic and dedicated clerical workforce.”

Deanna Kernaghan, Administration Officer, who has recently joined the team, says, “I have really enjoyed working in Outpatients at Northern Health. The genuine care shown by staff towards patients and myself makes working here all that more meaningful and has allowed me to grow as an individual and employee.”

Sonia Tebano, Team Leader, Northern Hospital Epping Patient Management Team and Tori Caruso, Team Leader, Broadmeadows and Craigieburn Patient Management Team, provide their teams with leadership, guidance, and support. They also ensure the team is working collaboratively, effectively and efficiently towards achieving the department’s goals and objectives, while overseeing the day-to-day operations.

Sonia and Tori both agree the pandemic was a difficult time for all, however the Front of House (FOH) team within Northern Health Outpatient Services are embracing the return of patients face-to-face.

“FOH staff lead by example, ensuring a positive work environment, promoting teamwork and making sure patients receive the best customer service. We are proud to be part of such a caring team,” said Sonia.

Thank you to the Outpatients Patient Management team for all your hard work and dedication.

Pictured in featured image (L-R): Broadmeadows Hospital staff Vanessa Reali, Shontell Robertson, Louise Padovano, Zuleyha Kara, Tori Caruso.

Northern Hopsital Epping staff (L-R): Judy Stella, Mirna Elia











Craigieburn Centre staff (L-R): Khalia Wood, Shelley Vowles, Meagan King.


Northern Hospital Epping staff (L-R): Jessie Papa, Nicole Norton, Sonia Tebano,  Lily Maniatis and Deanna Kernaghan