Their compassion and dedication ensure our operations run seamlessly and the best possible care delivered— from front desk to behind the scenes — their impact is felt organisation wide.
We share the stories of two Icon Cancer Centre – Australia impactful careers — National Billing Manager, Emma Simms Reeve and Admin Training Coordinator Catherine Sewell.
We spoke with Emma and Catherine about their career journeys, the importance of admin roles, and the onboarding and training resources they’ve helped create.
Emma began her career in cancer care 20 years ago in Townsville, later joining Icon in 2013 as Practice Manager. She helped launch the Townsville centre, eventually moving to Icon Cancer Centre Wesley in Brisbane. Emma has since established our national admin training team and recently became National Billing Manager.
She attributes her growth to saying yes to new challenges.
“I took every opportunity even if I didn’t have the skill set,” Emma said. “I wanted to grow professionally through roles I felt passionate about and could make an impact in.”
Catherine began her admin journey at 18, later joining Icon in accounts receivable for Epic Pharmacy. In 2018, she became a founding team member at Icon Cancer Centre Midland, proudly joking, “All the IV poles are there because of me.”
She returned to Brisbane joining the Icon South Brisbane team before eventually stepping into Emma’s former role leading the onboarding and training for admin staff.
Although the shift from clinical to support work was daunting, Catherine now finds it deeply fulfilling.
“Helping new starters flourish is so rewarding,” she said. “Even though I no longer work directly with patients, I know I’m still making a real difference through the teams I support.”
Emma and Catherine both agree that admin professionals are essential to what we do at Icon.
“We’re the centre of everything,” Catherine said. “We’re not just a meet and greet service, we help things run smoothly and make everyone’s lives easier. You might not always see it, but our role is huge. As I see it, we’re the ham in the sandwich,” Catherine joked.
“We’re also the ones who build lasting connections with patients,” Emma added. “We get to know them and their needs on a personal level, passing this knowledge on so they can receive the best care possible. From the first phone call to final treatment, we enhance the Icon experience at every stage.”
Emma said admin professionals bring a unique value to patient care and to any role they have.
“Admin touches every part of a patient’s journey,” she said. “That broad perspective gives us valuable insight—and the ability to make a meaningful difference across every role we take on.”
Emma said she’s excited to see more of a spotlight put on the work of admin teams and the vital role they play – seeing more emphasis on professional development.
When Emma stepped into the role of National Admin Training Coordinator for Icon Cancer Centre – Australia last year, she saw a gap in standardised training and support for new admin team members. She led a tailored Administration Onboarding Program launched in August 2024, designed to make new starters feel confident, capable, and supported from day one.
“Our centres are incredibly busy, and our admin roles are unlike anything in typical healthcare settings. That can be overwhelming for new starters,” Emma shared. “I wanted to build something that would make them feel at home with Icon and set them up for long-term success — not just in this role, but the next.”
Through structured learning modules, personalised onboarding journals, and site-specific resources, the program ensures consistency across centres while catering to each team’s unique needs. It also eases the pressure on busy managers by giving new starters the tools they need to hit the ground running.
Catherine, who now leads the program alongside Emma, knows the challenges firsthand. “When I moved from Epic Pharmacy to a front-desk cancer centre role, I was overwhelmed,” she said. “I wanted to be part of developing a program that would guide, support, and reassure other administrative professionals.”
Program Highlights:
Some initial feedback:
“I felt genuinely supported—not just by my onsite team, but also by the Administration onboarding coordinators, who regularly host sessions via Teams to introduce all the software platforms we use.”
“Since implementing the new onboarding process, I’ve seen a clear improvement in how quickly new starters integrate into the team.”
“From an Admin Manager perspective, this approach supports a stable, satisfying work environment”
Looking ahead, the team plans to expand and improve the program wider, ensuring our admin professionals are supported to deliver the best possible care.
“We see you,” Catherine said. “We know how much you do—often behind the scenes—and how vital you are to your teams. You’re the quiet champions of our centres, and we’re constantly advocating for you and the recognition you deserve.”
Emma added her encouragement for the future.
“There’s so much opportunity here at Icon. Soak up every bit of knowledge, back yourself, and say yes to new challenges. That’s how you grow—and how you shape the future of your career.”
At Icon, you’ll help change lives, every single day. In return for your passion, dedication and agility, we offer a workplace where you can.
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