The RWS team

Our team has been carefully selected to provide a diverse skill set – all designed to achieve optimal performance and success for your private practice.

     

Caroline Chaplin

( with Pippa the RWS mascot )

Director

Caroline founded the company with one clear and dedicated vision; to make private practice easier and more enjoyable for doctors:“Working in the medical industry made it apparent to me that there was limited practice support available for doctors and clinicians. Seeing this gap in the market, I set about developing a highly qualified team who could provide the exact services a private practice requires. 

The goal was to create a one-stop-shop of practice management services to make practice life easier, more profitable and more efficient. At RWS we are proud of our accomplishments and look forward to working with you to achieve the practice you want.” 

Caroline holds a Bachelor of Education and post-tertiary studies in Business and Practice Management. Caroline also has a post-grad Cert in Counselling (Edith Cowan University) and is a registered practitioner of coaching. She provides personal coaching and business mentoring for our doctors. Caroline’s role is management of the current and future direction of RWS. 

Virtual Practice Management (VPM) team 

Laura Alexander

VPM & Marketing Manager

Laura is an experienced member of the RWS team. Her role extends to the comprehensive management of our valued clients, spanning various facets of the business with a particular focus on marketing strategies.

Laura holds a Bachelor of Commerce specialising in Management and Economics. She brings experience in HR and operations management from a multinational organisation which is where she first found her niche in marketing, HR, and sales. Throughout her time at RWS she has worked across numerous departments and business development, continuously evolving and expanding her expertise.

Committed to successful management and client relations, Laura has played pivotal roles in both contributing to and leading teams. Her commitment to RWS clients resonates not only in her management style but also in her practical application within the dynamic landscape of marketing.

Michelle Knightley

HR & Recruitment Manager

Michelle has been the HR & Recruitment Manager at RWS since 2011 and has a tertiary qualification in Human Resources. 

Throughout this time at RWS, Michelle has gathered substantial experience and knowledge of the medical industry and knows the attributes your employees must possess. Her main source of satisfaction is finding the ideal candidate for your practice. 

Beyond recruitment tasks, a large part of Michelle’s role involves providing HR assistance to our doctors. Understanding the challenges that doctors face, she aims to assist you in managing your staff and dealing with any issues that may arise. It’s often acknowledged that managing HR matters can be particularly challenging for busy medical professionals, and Michelle takes pride in being your support system in this regard. This allows you to spend time doing what you do best – looking after your patients. 

Peter Chaplin

CEO – Finance, Practice and Virtual Reception 

Peter manages the Practice Management, Finance and Virtual Reception departments at RWS. 

He holds a Bachelor of Business and is a qualified CPA with over 20 years of experience in SME financial management.   

Peter enjoys working with specialists to ensure their practice operates optimally. He works to ensure doctors are set up with the appropriate financial procedures and practice KPIs, controlling debtors, meeting compliance obligations, and improving in-house procedures – all designed to enhance practice revenue and performance. He ensures the Virtual Reception setup is seamless for our doctors and trains practice staff if there are gaps in their knowledge. 

Peter particularly enjoys training doctors and their staff regarding correct billing procedures and performs many billing audits for our established practices.   

He works closely with the RWS HR team as well, covering other practice needs such as employee compliance obligations including payroll, leave entitlements and super, cash flow management, receipting/invoicing, project costing and OHS management. Peter has completed OHS training to support this work. 

Lynette King

Accounts & Practice Finance

Lynette is part of the practice management team at RWS. She is a highly experienced accounts/book-keeper who has successfully managed business accounts since 2014.

Lynette’s extensive experience has spanned many industry sectors, including medically-focused companies. She holds a Bachelor’s degree in Science and a Diploma of Education. Lynette is a book-keeping and payroll specialist.

Lynette adopts a personable, practical approach to both clients and tasks. She enjoys working with our doctors to achieve consistent, timely and compliant results.

    Devina Lai

    HR & Admin

    Devina is a member of the HR & Admin team at RWS and loves working to assist doctors across Australia.
     
    A graduate of Deakin University with a Bachelor of Business (Sport Management), she combines her customer service background with operational experience to deliver exceptional support to doctors and their staff. Devina has developed a keen eye for detail and is committed to ensuring the seamless execution of HR and administrative support to ensure a smooth private practice journey for clients.
     
    With prior experience in fast-paced, high-volume environments and working closely with diverse stakeholders, Devina has cultivated strong communication abilities while also strengthening her organisational skills in managing multiple priorities.
     
    Devina is passionate about leveraging these strengths to support clients and create positive experiences for them that reflect professionalism and care.

      Jovan Lam 

      Administration Assistant 

      Jovan is an administrative assistant at RWS and has a passion for helping doctors across Australia grow their business. A graduate of Melbourne University with a Bachelor of Science (Psychology) and a Master’s in Social Work, he combines his prior experience in research and inpatient hospital social work to support clients.
      With prior experience in individualised, high-stakes, fast-paced environments operating within a multidisciplinary team to deliver optimal patient outcomes, Jovan has developed strong problem-solving skills, with a focus on understanding client needs, precise communication and clear documentation. Jovan is passionate about utilising his strengths to understand a client’s background, helping to provide a tailored, supportive and professional experience for them.

        Michael Butler

        Workplace Lawyer

        Michael is an experienced workplace lawyer providing guidance and assistance to RWS clients, to ensure they are compliant and in line with HR and Workplace laws. Michael’s work includes employment, HR, discrimination, health & safety and industrial matters. Michael enjoys working with clients to help achieve clarity in the workplace and manage issues pro-actively so that they do not become entrenched and more costly to resolve.

        Michael has over 25 years experience in this area and is the immediate past Chair of the Law Institute of Victoria’s Workplace Relations Section, past President of the Industrial Relations Society of Australia and life member, and past President, of the Industrial Relations Society of Victoria.

        Virtual Reception

        Lauren Carrillo

        Virtual Reception Manager

        Lauren is a member of the RWS virtual reception and marketing team.
         
        She holds a Bachelor of Science in Biology and has worked in multiple countries which has enabled her to hone in on her communication skills and establish lasting relations with clients.
         
        As a virtual reception coordinator, Lauren guides healthcare providers through the setup of our virtual reception (VR) services. Throughout this process, Lauren offers recommendations to enhance software configurations and streamline operations. Moreover, ongoing support is provided, as she actively seeks and addresses feedback from healthcare providers and patients alike to continuously optimise the VR experience.

        By implementing these improvements, Lauren adeptly manages appointments, addresses enquiries, and ensures a positive experience for patients.

          Michael Gilliland

          Assistant Virtual Reception Manager

          Michael distinguishes themself as an invaluable asset within our virtual reception team, leveraging a wealth of experience in executing medical reception duties across diverse fields such as general practice, psychology, orthopaedics, gynaecology, and gastroenterology.

          Committed to exceptional customer service, their unwavering dedication ensures a positive and personalised experience for patients. 
           
          Currently pursuing a Bachelor of Science with an extended major in psychology, Michael seamlessly integrates academic prowess with practical expertise, exemplifying a holistic approach to their role within RWS.

          Michael is a forward-thinking team member ready to elevate service standards in the healthcare sector. 

            Carolina Zeng

            Virtual Receptionist

            Carolina is a valued member of the Virtual Reception Team.
             
            Carolina has completed a double degree in Science and Biomedical Science. She aims to use this knowledge to connect with patients, hoping to develop strong relationships between patients and their doctors. Through doing this, she aims to become someone who makes positive change within the community. 


            Carolina is a self-motivated individual and a flexible learner, who enjoys constantly learning and improving herself.  

              Tegan Pimm

              Virtual Receptionist

              Tegan Pimm is a valued member of the Virtual Reception Team. With a rich background in customer service and reception duties, Tegan brings a wealth of experience and expertise to her role. Her dedication to providing exceptional service to doctors, practice staff and patients is evident in her attention to detail and care for each person she talks to.
               
              Tegan’s passion for delivering the best possible customer experience is at the forefront of her work, as she strives to exceed expectations and leave a lasting impression. Committed to helping people to the best of her abilities, Tegan strives to end every day feeling like she has made someone’s day a little better.

                Zoe Mcalroy

                Virtual Receptionist

                Zoe is a valued member of the Virtual Reception Team. She is completing a double degree in Science and Biomedical Science and is looking to pursue postgraduate studies in Clinical Embryology.

                She brings an authenticity of care and compassion to her work, possessing a genuine desire to help others and a commitment to providing positive experiences for doctors, practice managers and patients alike. 

                  Tess Stewart

                  Virtual Receptionist

                  Tess is a valued member of the Virtual Reception Team. With a background in medical administration and customer service, Tess knows how to stay organised and efficient while maintaining a warm and approachable demeanour. 

                  Currently studying a Bachelor of Science, majoring in Biomedical Engineering systems, Tess applies a systematic and rigorous approach to all things. 

                  Tess is experienced in managing the everyday processes and billing for surgeons. Her role as a virtual receptionist allows her to seamlessly manage appointment scheduling, answer inquiries, and provide personalised support for clients and team members alike.

                    Emma Woolridge

                    Virtual Receptionist

                    Emma is a valued member of the VR team.  Emma is currently enrolled in a double degree in early childhood and primary education. She aims to use this knowledge and experience to foster strong and positive relationships between doctors and patients. Emma prioritises compassion and support to assist in seamlessly managing appointments and patient enquiries, to ensure a positive experience for both doctors and patients.

                      Ashleigh Stanyer

                      Virtual Receptionist

                      With a Bachelor of Professional Communications, and currently completing her Masters of Speech Pathology, Ashleigh values the meaningful connections and relationships that grow between patients and their doctors. She aims to use her experience in the communication field to create an environment where patients feel heard, understood, and supported.

                        Vanessa Huang 

                        Virtual Receptionist

                        Vanessa is part of the Virtual Reception team at RWS. Her studies developed strong cross-cultural communication skills, cultural awareness, and empathy, allowing her to engage thoughtfully with patients from diverse backgrounds. Vanessa speaks English, Mandarin, Cantonese fluently and Japanese proficiently, and values clear communication and cultural sensitivity, qualities that are increasingly important in Australia’s growing diverse population. Vanessa is a graduate of Monash University, where she completed a Double Degree in Arts and Science with majors in Languages and Psychology. She works closely with specialists to ensure patients feel welcomed, informed, and supported throughout their care. 

                          Imogene Fleming

                          Virtual Receptionist

                          Imogene is a valued member of the Virtual Reception Team. With a strong background in customer service, administration and leadership, she is passionate about creating a positive experience for every patient and practice she supports. Having completed a Bachelor of Business (majoring in Human Resources) at RMIT, Imogene has developed strong organisational and interpersonal skills. She is committed to continuous learning and takes pride in being approachable, reliable and adaptable.

                            Caroline Nicholson

                            VR Manager (Established Practices)

                            At RWS Caroline Nicholson provides VR for established practices. Her role is to bring her wealth of experience to successfully coordinate efficient reception services for doctors who have been in private practice for some years. Caroline is adept at all areas of medical practice administration including billing, bookings, preparing lists and typing. The diligent and courteous nature of Caroline results in a virtual reception service that is second to none. Caroline also manages a small boutique team of reception staff to provide these services to our clients. 

                              Website & Graphic Design team

                              Tom Wilson

                              Senior Web Designer

                              Tom Wilson is a senior web designer at RWS. 

                              Tom graduated with a Bachelor of Fine Arts from Elam Art School in Auckland NZ and continued his web design studies in Melbourne in Swinburne University’s Master of Multimedia programme. Upon graduation, he accumulated 6 years of experience running a successful web design studio. During this time, he designed and developed websites for a wide variety of clients including several medical practices. 

                              Tom builds attractive medical websites with a focus on clean design and usability. He listens carefully to the needs of our Specialists and incorporates everyone’s requirements into the website build. Balancing an eye for great design and technical understanding, Tom creates websites that are effective communication tools, designed to provide useful and relevant information to your patients and referrers in an ‘easy to find’ fashion. 

                              Tom keeps up with the latest web technologies and is always looking for new ways to grow your practice through digital advances and technology. 

                              Frances Eddy

                              Senior Graphic Designer

                              Frances oversees the graphic design work for our clients. She has built a successful career in graphic design, advertising and marketing. She holds an Advanced Diploma of Graphic Design, and brings extensive experience across many niche industries, including the medical profession. She has worked with both individuals and large corporations, delivering impactful visual solutions. 

                              Frances is passionate and thoughtful and strives to make our doctor’s goals & dreams come to fruition. Her enduring enthusiasm for every facet of graphic design is evident throughout her career. Armed with a versatile skill set, she excels in implementing design initiatives and bespoke projects that resonate with our clients. 

                              Michelle Elias

                              Senior Graphic Designer

                              Michelle brings years of graphic design experience to RWS, specialising in creating brand identities that match our doctors’ personalities and values. She emphasises gaining a deep understanding of our physicians, ensuring designs are thoughtful and carefully considered, while also fostering productive and enjoyable collaborations. 

                              Michelle holds an Advanced Diploma of Graphic Design and has worked in the industry in both Australia and London. In her time designing, Michelle has collaborated with a diverse range of clients, spanning from dynamic start-ups to globally established companies, providing her with a distinctive insight into the design needs of doctors in private practice. 

                              Kereni White

                              SEO Specialist

                              Kereni completed a Bachelor of Multimedia Design at Monash University 2004 and has been in the industry since 2011 specialising in website development, website maintenance, social media integration, SEO, Google marketing and IT support.

                              Kereni has experience working with a diverse range of specialists and healthcare professionals. She has a strong focus on customer service and support, and assists RWS clients to better understand and feel comfortable with web and IT-related issues.

                              Kereni is passionate about helping RWS practices to reach their target audiences through effective online optimisation.

                              Marketing & Administration team

                              Sophia Chan

                              Marketing Coordinator & Copywriter

                              Sophia’s varied background allows her to bring fresh perspectives when assisting the RWS marketing team.

                              With experiences in publishing, customer service and a brief stint teaching English overseas, she enjoys employing the skills she has gained from these experiences to support her clients’ goals and provide them with excellent care. She constantly seeks to improve systems to better serve clients and the RWS team, particularly in areas involving the written word.

                              Holding an Associate Degree in Professional Writing and Editing alongside a Bachelors in Nutrition Science, Sophia is interested in delivering health and educational content in a clear and accessible way.

                                Emily Melville

                                Recruitment & Marketing Coordinator

                                Emily completed her Bachelor of Applied Science (Psychology) at RMIT University, where she built a strong foundation in evidence-based practice, human behaviour, and applied research techniques within the healthcare context.

                                Emily’s personable nature and genuine care for healthcare professionals empower her to deliver outstanding support to doctors navigating their journey into private practice. Whether coordinating recruitment initiatives, managing client interactions, or assisting with marketing outreach, she brings empathy, precision, and a passion for facilitating meaningful connections.

                                With her academic studies and dedication to service excellence, Emily is committed to helping RWS clients launch fulfilling careers in private healthcare settings. 

                                  Joyce Lando

                                  Marketing & Administration, Event Management

                                  Joyce Lando is a highly skilled marketer and administrator. At RWS she specialises in marketing strategy, referrer relationships and tracking, data management and event management.

                                  Prior to joining the RWS team in 2011, Joyce worked at a senior level in the pharmaceutical industry for 10+ years. Her extensive experience working with Specialists and General Practitioners gave her a great grounding in the understanding of private practice.

                                  She is an efficient, engaging team member who enjoys the challenge of helping doctors achieve their business objectives. She holds a Bachelor of Education and has successfully completed the AMPA Continuing Education Program.

                                    Matthew O’Connell

                                    Marketing and Administration

                                    Matthew is a member of the RWS referrer marketing team. He is currently completing a Bachelor of Arts at the University of Melbourne, with a major in Psychology.
                                    His keen and developed interest in the healthcare field allows him to understand the significant role of referrer connections for RWS clients.

                                      Zoe Kusserow

                                      Marketing and Administration

                                      Zoe is part of the Marketing and Administration team at RWS. With skills in customer support and coaching, Zoe is thoroughly experienced in helping and supporting an array of clients. Zoe also understands the importance of connection and seeks to provide an attentive and high-quality service to RWS clients. Zoe is currently completing a Bachelor of Design (Communication Design) (Honours) at Swinburne University. She uses her passion for design and creative arts to help produce detailed, visually engaging social media and design content that reflects RWS’s vision and values.

                                        Isabelle Lando

                                        Marketing and Administration

                                        Isabelle is part of the Marketing and Administration team at RWS. She is known for her organised work approach, strong attention to detail, and ability to communicate clearly and professionally. She is dedicated to ensuring medical specialists feel supported and valued, and takes pride in contributing to a positive and efficient team environment.
                                        Isabelle is currently completing a Bachelor of Laws/Bachelor of Commerce, with a major in Management at Deakin University. She brings a proactive and motivated mindset to her work and is passionate about developing her skills while contributing meaningfully to RWS. 

                                          Ella Motherway

                                          Marketing & Event Coordinator

                                          Ella is an energetic, detail-oriented team member with a natural ability to build strong client relations, honed through her experience working with leading Australian non-profits. At RWS, she brings this well-rounded skill set to coordinating educational events and sessions and supporting content-driven initiatives for RWS clients, helping specialists build meaningful connections with their referrers in a professional and educational way.

                                          Ella holds a Bachelor of Business from Monash University, majoring in Marketing, where she developed strong technical skills and a solid grounding in marketing principles, and is committed to bringing the same care and attention to every part of her role at RWS.

                                            Fitouts/Design Team

                                            Jack Tu

                                            Architect

                                            At RWS Jack works for our doctors as a registered Architect. He boasts over 8 years of experience in designing and producing high-end interiors and architecture, specialising in technical drawing documentation and CAD management. 

                                            Jack is passionate about detail and aims to provide drawing documentation that while technical is still clear, direct and easy to understand for our specialists. 

                                            In completed projects, Jack was able to provide a high level of sensibility for the requirements of doctors, staff and patients through clever layout and detailed design. 

                                            He is a passionate member of the RWS team committed to providing excellence. 

                                            Kathy Petersen

                                            Interior Designer

                                            Kathy is a Senior Interior Designer with over 15 years of experience across private practice, boutique residential, and large-scale healthcare projects.

                                            As part of the RWS team, she brings a refined design sensibility to every project, creating interiors that are both highly functional and beautifully resolved.

                                            Her expertise includes spatial planning, colour and material selection, and cohesive styling, with a strong focus on calm, intuitive environments that support wellbeing.

                                            Kathy is dedicated to delivering a personalised experience for each practice, taking the time to understand their needs, vision, and constraints. Her work results in intelligent, meaningful interiors that elevate the practice and enhance the day-to-day experience for doctors, patients and staff.

                                            Photography and Videography Team

                                            Jack Foley

                                            Melbourne Photographer

                                            Jack is an accomplished photographer with a decade of professional experience. He has a highly versatile portfolio in numerous industries including health, commercial, and corporate. 
                                              
                                            With a personalised approach, he works closely with clients to achieve the desired outcomes and is experienced in headshots, collaborative shots, corporate events, architecture and web/social media content. Jack has a personable nature and prides himself on making our doctors feel comfortable and confident in front of the lens. 

                                              Michael Findlay

                                              Melbourne Photographer

                                              Michael has worked in the design and photography industry for 30 plus years with both government and corporate clients bringing to RWS experience in architectural, portrait and editorial photography.

                                              He is able to put doctors and staff at ease making them and their rooms look wonderful. This complements the creative visual inputs from other members of the RWS design team (web, video, graphic and interior design).

                                              With attention to detail and an eye for what will work for web and printed material Michael aims to photograph client’s rooms in a way that reflects their professionalism and standards of patient care.

                                                Robert Edwards

                                                Sydney Photographer

                                                Having photographed hundreds of medical professionals across many practices, Robert is well-conversed with the needs of medical specialists when it comes to photography. With over twenty years of experience in commercial photography, Robert is passionate about his craft and always provides the best customer service. 
                                                  
                                                Robert has a Bachelor’s Degree in Photography & Video and is an Accredited Professional Photographer. He was awarded the distinction of Honorary Fellow to the Australian Institute of Professional Photography in 2016. Robert works diligently to achieve professional results befitting a medical specialist. 

                                                  Takeshi Kondo

                                                  Videographer

                                                  Takeshi is an in-house videographer at RWS. Since 2009, he brings professional experience as a director & camera operator, creating commercial cinematography.

                                                  Though his career he has been involved in diverse national and international projects including; TVC, Medical videos, Broadcast News, Documentaries and High quality online content.
                                                  He is highly focused to bring the best image quality from emerging technologies, working closely with you, to achieve the desired outcomes for your medical practice.