Behind the scenes at PA Hospital’s Department of Respiratory, Sleep and Mycobacterial Medicine, Office Manager Keith Benton is bringing calm to complexity and kicking goals for patient care.
Keith began his journey at the Princess Alexandra Hospital in 2021, following a career pivot and a move across the globe in the wake of COVID-19.
Launching his PAH tenure at the Oncology Day Care Unit, Keith quickly progressed through roles in Billing and Outpatient Services before stepping into his current position as Office Manager, where he supports the day-to-day of 19 AOs and 13 clinicians.
“No two days are the same. It can be anything from supporting the team emotionally, to managing rosters, providing training, and coordinating patient care. It’s a bit of everything,” Keith explained.
Keith’s dedication, leadership, and infectious positivity have made him a cornerstone of the department and a well-loved member of the team, where he cultivates a positive and collaborative culture.
“Everyone is so nice in this department. It’s always good fun, and we have a lot of banter. It’s a comfortable place to work, and that’s what makes me want to come back,” Keith said.
A master of coordination, Keith’s ability to transform challenges into opportunities has made a lasting impact across the team and earned him the PAH Staff Engagement Award in September.
“I try to turn every issue into tangible advice. I’m always thinking about what we can do about it. That’s what office managers do every day,” he said.
Key to his achievements was Keith’s exemplary leadership during the implementation of the T-Pro dictation system, a major upgrade from the department’s previous transcription process.
From uploading over 840 audio files, resolving compatibility issues, and streamlining workflows, Keith led the team to downsize a backlog that had extended up to eight months.
“There were roadblocks, but with every roadblock comes creativity,” Keith said.
“We revised our processes, split responsibilities, and cleared the backlog within weeks. Now we’re only a couple of weeks behind, which is a huge improvement.”
A humble recipient, Keith attributes the success of the project to strong communication and an adaptable team culture.
“Our typists work remotely, so we rely heavily on Teams for video chats and messaging. I also created reference guides and learned the system myself to better support the team.
“I feel very humbled and extremely honoured. I can't wait to extend this award and gratitude to my other team members because it’s a collaborative effort,” he said.
Congratulations to Keith on this well-deserved recognition.