Practice manager profile – Ronald Torres

As the practice manager at Park Central Family Practice in Campbelltown, Ronald Torres is proud to “wear many hats”. With a background in sales and marketing, Ronald brings his passion for organisation to his role and plays an important part in developing the practice to its full potential and ensuring its continued success.

How long have you been a practice manager?

I have been a practice manager for more than 15 years now and have worked in this region the whole time.

What was the career path which led you here?

My career initially began in sales and marketing, and I spent more than 20 years in the airline industry. Healthcare was not a field I had originally planned to work in but in early 2009 Dr Steve Nguyen and Dr Grace Torres founded this practice, and I became involved on a limited basis while still working at the airport.

As the practice expanded and additional healthcare professionals joined the team, I recognised the growing need for operational support. This inspired me to transition into a full-time role where I could contribute to the practice’s development and help ensure its continued success.

Since then, I have been deeply committed to supporting the practice’s growth and providing quality healthcare services to the community.

Why did you decide to work in primary care?

I have always been fascinated by those who dedicate their careers to primary care. Their unwavering commitment to helping others, combined with the hard work and compassion they bring to their roles, is truly inspiring.

Tell us about the role of practice managers in primary care

As a practice manager my primary responsibility is to ensure both the clinical and administrative teams can always perform at their best. My role is to manage the operational and administrative aspects of the practice so doctors can focus entirely on patient care, which is their expertise and passion. A smoothly run practice allows doctors to dedicate more time to their patients, ultimately enhancing the quality of care provided.

My day begins the moment I wake up. I typically start by remotely accessing the practice server from home to review each doctor’s appointment schedule. I also handle unexpected staffing issues, such as finding replacements for team members who are unable to work. If a doctor is unwell and unable to attend their scheduled appointments, I co-ordinate patient notifications via Hotdoc Broadcast to minimise disruptions.

Beyond administrative duties, I am involved in nearly every operational aspect of the practice. From resolving IT issues, fixing equipment and maintaining the facility, to overseeing payroll, bookkeeping and financial reporting. I manage doctors’ income calculations, tax invoices and compliance reporting to the ATO. Additionally, I serve as the liaison for all HR matters.

In short, I wear many hats—administrator, accountant, payroll officer, bookkeeper, IT support, HR manager, and even a handyman when needed.

My goal is to create a seamless, efficient environment where healthcare professionals can focus on what they do best: providing exceptional patient care.

How does your role complement the role of the other health professionals in your practice?

I consider myself very fortunate to work alongside a team of dedicated and highly skilled professionals. The clinical team at our practice is not only knowledgeable but also collaborative and easy to work with. Over time, I have developed a strong understanding of their expectations of me, just as they understand the support I provide in return.

A key aspect of my role is to be readily available to our doctors and nurses, assisting them in any way possible to ensure their work runs smoothly.

I also take the initiative to introduce new technologies and innovative solutions which could enhance their daily workflows and improve efficiency. However, implementing new systems can sometimes be challenging, as adapting to change is not always easy for everyone. My approach is to provide guidance, training and support to help ease the transition, ensuring any new processes ultimately benefit both the team and the quality of patient care we deliver.

What do you love about your job?

One of the most fulfilling aspects of my role is hearing first-hand from patients – whether in my office or outside the practice – about the profound impact our doctors have had on their lives during their most challenging times. It is equally rewarding to know our administrative staff consistently provide empathy and support, ensuring every patient feels welcomed and cared for from the moment they walk through our doors. Knowing our team makes such a meaningful difference in people’s lives is what makes my work so fulfilling.

What do you like to do in your spare time?

Cycling has always been a passion of mine, and I used to spend a significant amount of time bike riding with my wife, often going on long bike rides two to three times a week. However, this routine was disrupted during the peak of the COVID-19 pandemic.

These days, I have shifted my focus to other hobbies, including making biltong, jerky and pizza, as well as tending to my backyard vegetable garden. I find great satisfaction in creating homemade food and cultivating fresh produce as it allows me to unwind while staying productive.

What do you like most about the region in which you work and live?

I have been a resident of the Campbelltown area for the past 35 years, and I truly appreciate the unique balance it offers. With my workplace just 15 minutes from home, I enjoy the convenience of a short drive.

What I love most about this area is its ability to maintain a sense of rural charm while still providing access to modern amenities. Residents can enjoy peaceful surroundings while also benefiting from excellent restaurants, cinemas and a well-developed commercial complex, making it a great place to live and work.

Do you have any role models and why?

I don’t have a specific role model, but I deeply admire my father’s leadership throughout his career. He had an exceptional ability to lead and consistently inspire his sales team, fostering both motivation and success. His leadership was built on respect, integrity and a strong work ethic, earning the admiration of everyone around him.

How does your practice – and the people within it – help to educate the community about maintaining good health?

Our practice takes a proactive approach to promoting health and wellness initiatives, including immunisation programs for all our patients. Our dedicated clinical team consistently educates patients on the importance of maintaining a healthy lifestyle through proper nutrition and regular physical activity.

In recent years, we have had patients join our cycling team to complete challenging rides such as the Sydney to Wollongong Bike Ride and the Bobbin Head Ride. These initiatives reflect our commitment to not only treating illnesses but also fostering a culture of preventive healthcare and overall well-being.