Celebrating healthcare's 'ham in the sandwich'

Hospitals depend on many skilled staff to deliver quality care for patients – but key contributions often go unnoticed, hiding in plain sight behind a desk.

"We're the centre of everything," says Catherine Sewell, the Admin Training Coordinator at Icon Cancer Centre Australia.

"You might not always see it, but our role is huge.

"We're not just a meet-and-greet service, we help things run smoothly and make everyone's lives easier.

"As I see it, we're the ham in the sandwich."

Administrative Professionals Day in May 2025 shone a light on the dedicated office professionals who help their organisations to run seamlessly and provide the best possible outcomes.

At Icon, Australia's largest private comprehensive cancer care provider, people like Catherine and colleague Emma Simms Reeve have worked their way up the ranks into key leadership positions.

Catherine Sewell, Admin Training Coordinator at Icon Cancer Centre Australia

Emma, now Icon's National Billings Manager, joined the group in 2013 as Practice Manager and helped launch its Townsville cancer centre before moving to the Wesley clinic in Brisbane.

"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."

She then established Icon's national admin training team, and 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 said.

"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."

Emma heads the program with Catherine, who started at Icon in accounts receivable before becoming a founding team member of its Midland cancer centre in 2018.

"All the IV poles are there because of me," Catherine joked.

She then stepped into Emma's former role leading the onboarding and training for admin staff.

"When I moved from Epic Pharmacy to a front-desk cancer centre role, I was overwhelmed," Catherine said.

"I wanted to be part of developing a program that would guide, support, and reassure other administrative professionals.

"Helping new starters flourish is so rewarding. Even though I no longer work directly with patients, I know I'm still making a real difference through the teams I support."

Emma Simms Reeve, Icon's National Billings Manager

Emma said the efforts of behind-the-scenes staff were essential to the success of a major organisation such as Icon, which runs over 40 facilities across Australia.

"We're also the ones who build lasting connections with patients. We get to know them and their needs on a personal level, passing this knowledge on so they can receive the best care possible," she said.

"From the first phone call to final treatment, we enhance the Icon experience at every stage."

Emma said the admin team "touches every part of a patient's journey".

"That broad perspective gives us valuable insight – and the ability to make a meaningful difference across every role we take on."

Emma and Catherine hope to expand and improve the program, giving admin professionals even more support in delivering Icon's goals.

"We know how much you do – often behind the scenes – and how vital you are to your teams," Catherine said.

"You're the quiet champions of our centres, and we're constantly advocating for you and the recognition you deserve."

Read more: Icon trials aim to improve cancer care

Read more: Georgina Whelan - Icon Cancer Centre Townsville

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