Ada Lo, M.Phil,MSc(Health Services Management)
Patient Coordinator at Atlas Physiotherapy & Health- Claim this Profile
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English Full professional proficiency
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Cantonese Native or bilingual proficiency
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Mandarin Full professional proficiency
Topline Score
Bio
Wing Yim
I have had the pleasure of working closely with Ada for almost three years, and I was her direct supervisor. Throughout our time together, Ada consistently demonstrated outstanding managerial and strategic abilities. She is a highly driven and forward-thinking teammate with a passion for continuous improvement. Her energy and strategic mindset inspire our team to think creatively and achieve our goals in innovative ways. Ada's forward-thinking approach, combined with her impressive knowledge and expertise, would undoubtedly be a tremendous asset to any organization.
King Woo, JP
Ada is very committed to work. She gets high goals for herself and as a result her work often exceeds people's expectations. She is resourceful and has strong academic backgrounds and networks in healthcare industry. She will be a good and valuable asset to her potential employers .
Wing Yim
I have had the pleasure of working closely with Ada for almost three years, and I was her direct supervisor. Throughout our time together, Ada consistently demonstrated outstanding managerial and strategic abilities. She is a highly driven and forward-thinking teammate with a passion for continuous improvement. Her energy and strategic mindset inspire our team to think creatively and achieve our goals in innovative ways. Ada's forward-thinking approach, combined with her impressive knowledge and expertise, would undoubtedly be a tremendous asset to any organization.
King Woo, JP
Ada is very committed to work. She gets high goals for herself and as a result her work often exceeds people's expectations. She is resourceful and has strong academic backgrounds and networks in healthcare industry. She will be a good and valuable asset to her potential employers .
Wing Yim
I have had the pleasure of working closely with Ada for almost three years, and I was her direct supervisor. Throughout our time together, Ada consistently demonstrated outstanding managerial and strategic abilities. She is a highly driven and forward-thinking teammate with a passion for continuous improvement. Her energy and strategic mindset inspire our team to think creatively and achieve our goals in innovative ways. Ada's forward-thinking approach, combined with her impressive knowledge and expertise, would undoubtedly be a tremendous asset to any organization.
King Woo, JP
Ada is very committed to work. She gets high goals for herself and as a result her work often exceeds people's expectations. She is resourceful and has strong academic backgrounds and networks in healthcare industry. She will be a good and valuable asset to her potential employers .
Wing Yim
I have had the pleasure of working closely with Ada for almost three years, and I was her direct supervisor. Throughout our time together, Ada consistently demonstrated outstanding managerial and strategic abilities. She is a highly driven and forward-thinking teammate with a passion for continuous improvement. Her energy and strategic mindset inspire our team to think creatively and achieve our goals in innovative ways. Ada's forward-thinking approach, combined with her impressive knowledge and expertise, would undoubtedly be a tremendous asset to any organization.
King Woo, JP
Ada is very committed to work. She gets high goals for herself and as a result her work often exceeds people's expectations. She is resourceful and has strong academic backgrounds and networks in healthcare industry. She will be a good and valuable asset to her potential employers .
Credentials
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Microsoft Office Specialist: Associate (Office 2019)
MicrosoftJul, 2023- Nov, 2024 -
Microsoft Office Specialist: Excel Associate (Office 2019)
MicrosoftJul, 2023- Nov, 2024 -
Microsoft Office Specialist: Word Associate (Office 2019)
MicrosoftJul, 2023- Nov, 2024 -
Microsoft Office Specialist: PowerPoint Associate (Office 2019)
MicrosoftApr, 2023- Nov, 2024 -
Microsoft Office Specialist: Outlook Associate (Office 2019)
MicrosoftMar, 2023- Nov, 2024 -
Typing Speed Test (>77/wpm)
TypistMar, 2023- Nov, 2024 -
Working and Collaborating Online
LinkedInJan, 2023- Nov, 2024 -
Verified International Academic Qualifications
World Education ServicesApr, 2021- Nov, 2024 -
Certificate in Call Center Management
BenchmarkPortalJun, 2016- Nov, 2024 -
Certificate in Standard First Aid & CPR/AED level C
Canadian Red CrossJun, 2023- Nov, 2024
Experience
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Atlas Physiotherapy & Health
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Canada
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Wellness and Fitness Services
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1 - 100 Employee
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Patient Coordinator
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Mar 2023 - Present
- Proficiently scheduled patient appointments and efficiently managed patient flow, handling approximately 120 cases daily. Supported a team of 6 professionals, including physiotherapists, chiropractors, acupuncturist, dietitians, and registered massage therapists. - Meticulously verified patient inquiries and promptly resolved concerns, ensuring exceptional patient satisfaction. - Assisted in billing and coding processes, knowledge of relevant applications: HCAI, Telus Health, Sunlife, Universal, MVA, and WSIB procedures and forms, demonstrating strong attention to detail and accuracy. - Played an integral role in marketing events by contributing to poster design, drafting engaging IG posts, and coordinating exhibition booth setups. Show less
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The Kowloon Motor Bus Company (1933) Limited
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Hong Kong
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Truck Transportation
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100 - 200 Employee
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Staff Relations and Welfare Services Manager
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Jan 2020 - Nov 2022
- Developed and managed innovative health services and wellness programs for >13,000 staff, such as the Keep Fit Award, and staff health talks. - Managed staff medical and dental benefit schemes, such as overseeing depot clinic and network clinic transformation, conducting staff illness diagnosis analysis, leading the COVID-19 surveillance etc. - Reviewed and benchmarked best practices for staff relations and welfare, evaluating initiatives, policies, and processes. - Monitored and reviewed staff benefits administration. - Facilitated the resolution of staff disputes and maintained effective communication with staff at all levels, including the staff unions. Show less
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Quality HealthCare Medical Services Limited
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Hong Kong
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Hospitals and Health Care
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200 - 300 Employee
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Senior Operations Manager
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Jul 2019 - Dec 2019
- Successfully ensured a consistent and patient-centric customer experience as an Operations Manager in this healthcare company. - Worked closely with the Centre ICs of over 10 branch clinics to ensure client requirements were being fulfilled. - Led continuous improvement projects to enhance centre workflow efficiency, streamline processes, and standardize operations, resulting in optimized operations, reduced costs, and improved service quality. - Provided administrative support to centres, managing office facilities, configuring manpower, and optimizing room utilization to ensure efficient and effective operations. - Resolved daily servicing issues, including doctors' inquiries on panel doctor networks and contract medicine drug costs, to ensure smooth operations and the best possible customer experience. Show less
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Gleneagles Hospital Hong Kong
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Hong Kong
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Hospitals and Health Care
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100 - 200 Employee
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Senior Manager(Medical Affairs & Physicians Engagement)
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Jan 2017 - Apr 2019
- Directly reported to CEO and COO to oversee all aspects of the establishment of a new department with 10 team members, including setup new doctors management system to manage >2,000 in-house and visiting doctors, workflow design, manpower allocation, coordination of renovation works, handling procurement formalities, and document control. - Successfully developed new service programs in collaboration with other institutions, including a public-private interface project with the Hospital Authority and Department of Health. - Provided secretarial support to committees and formalized standard operating procedures, set up KPIs, and designed management reports for quality monitoring. - Oversaw the daily operation of the department, ensuring the smooth functioning of all processes. - Managed events such as organizing CME activities, hospital visits, symposiums, doctor's cocktail, etc. - Performed other administrative duties such as doctor's rostering and doctor's leave arrangements. - Built and maintained good relationships with physicians, fostering a positive and collaborative work environment. Show less
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Hospital Authority
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Hong Kong
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Hospitals and Health Care
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700 & Above Employee
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Manager / Executive Officer 1
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Jul 2013 - Dec 2016
- Oversaw the operation of the health call centre, managed 75 nurses and 5 clerical staff.- The centre handled >140,000 calls per month ( both inbound and outbound calls) for providing patient screening and education services.-Developed standard operating procedures and management reports to ensure the delivery of quality services and achievement of Key PerformanceIndicators (KPIs).• Reviewed and assessed call center performance and workflow to enhance service quality and standards.• Coordinated hospital visits, seminars, events, and functions, including setting up exhibition booths at HA Convention.• Formulated the Orientation Kit and established role delineation for administration staff.• Created the HR database and intranet for the center.-Monitored budget planning and reviewed utilization for various programs in the call center.• Prepared departmental plans for submission to HA annual plan and participated in the funding bid process. Show less
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Administration Manager / Patient Relations Officer
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Apr 2012 - Jul 2013
- Assisted Hospital management in implementing complaint management as a tool for service and quality improvement.• Launched the Patient Satisfaction Survey to gather valuable feedback and insights for enhancing hospital services.• Provided support to hospital staff in managing public affairs and handling media inquiries.
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Quality HealthCare Medical Services Limited
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Hong Kong
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Hospitals and Health Care
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200 - 300 Employee
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Manager, Centre Management
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Jun 2011 - Apr 2012
- Developed and controlled branches clinics to meet strategic and financial objectives of the region, ensuring optimal performance and profitability. - Established and implemented marketing, operating, and financial plans that aligned with corporate guidelines and strategic plans, driving growth and success. - Responsible for revenue, expense, and capital budgets for the business, ensuring financial stability and growth. - Ensured operational KPIs were developed, calculated, and monitored, taking appropriate actions when negative trends developed, and reviewing KPIs regularly to optimize performance. - Liaised closely with other businesses/regions regarding business opportunities, coordination of operations, and deployment of people and equipment to optimize advantage, fostering collaboration and alignment. - Supervised clinic operations and people management, ensuring efficient and effective processes and a positive work environment. - Performed clinic audits to ensure appropriate working practices and procedures for customer handling, ensuring consistent and high-quality service delivery. - Responsible for executing projects, including on-site supervision, progress monitoring, and quality control, ensuring successful and timely completion. - Managed projects through initiation, gaining stakeholder input and agreement, ensuring alignment with organizational goals and objectives. Show less
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Doctors Relations Officer
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Sep 2010 - Apr 2011
- Composed various correspondences, took detailed meeting minutes, and prepared engaging presentations to support hospital operations and functions. - Coordinated a variety of hospital activities and events, ensuring that all stakeholders were informed and engaged throughout the process. - Developed, implemented, and evaluated policies and procedures for doctors, focusing on improving patient outcomes and enhancing overall quality of care. - Established and maintained a focal point for communication with doctors, including disseminating information and policies, conducting consultations and surveys, and gathering feedback and complaints for continuous improvement. - Fostered strong partnerships with doctors, promoting collaboration and engagement in the delivery of high-quality patient care from initial orientation to ongoing engagement. - Managed complaints from doctors and handled routine correspondence to ensure timely and effective communication. - Oversaw Human Resources Management for doctors, including drafting agreements, preparing guidelines, and managing doctor rostering. - Led the establishment and implementation of systems for doctors' credentialing, ensuring compliance with all relevant regulations and requirements. - Organized and facilitated Continuing Medical Education (CME) programs to support ongoing professional development and enhance patient care. - Provided executive and secretarial support to various committees and meetings, including handling all logistical arrangements, taking minutes, compiling statistics, and preparing presentations. - Set up and maintained a comprehensive and up-to-date database of doctors for the purpose of credentialing and communication. - Translated various documents from English to Chinese and vice versa to support effective communication and collaboration with stakeholders. Show less
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Administrative Assistant / PA to Medical Superintendents
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May 2007 - Aug 2010
- Assisted in the development and execution of a successful promotional and awareness campaign for the Hospital Community Service Programme, increasing public awareness and engagement. - Implemented various hospital policies formulated by the Hospital Management Committee, ensuring compliance and alignment with organizational goals and objectives. - Collaborated with various departments to implement hospital accreditation, ensuring that all necessary processes and procedures were in place to meet regulatory requirements. - Reported regularly to Medical Superintendents, Senior Hospital Management, and Board Directors, providing updates on hospital operations and strategic initiatives. - Coordinated all matters relating to Medical Education, from undergraduate students to doctors and the public, ensuring that all stakeholders were engaged and informed throughout the process. - Handled patients' and doctors' complaints, ensuring timely resolution and effective communication with all parties involved. - Managed personal matters for Medical Superintendents, including scheduling, travel arrangements, and other administrative tasks. - Oversaw the Doctors Console Database and handled all Doctors' HR issues, ensuring compliance with all relevant regulations and policies. - Planned, drafted, and prepared various marketing and promotional materials, including hospital websites, newsletters, and leaflets, to support hospital operations and engage with stakeholders. Show less
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Education
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2008 - 2010
The Hong Kong Polytechnic University
Master of Science, Health Services Management -
2003 - 2005
香港大學
Master of Philosophy -
2000 - 2003
香港大學
Bachelor of Arts - BA(Hons), Dean List -
2023 - 2024
Centennial College School of Business
Diploma, Health services administration -
2019 -
Vocational Training Center Hong Kong
Insurance Intermediaries Qualifying Examination, Passed in Papers 1,2 & 3 -
2016 -
Benchmark Portal, U.S.
Certified Call Centre Manager
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