Manager, Medical Registration Services

• Mar 2016 - Present

Regional Manager, Health Services

• Dec 2008 - Feb 2016

Performance Management: coached, developed and engaged 40-60 Patient Services Laboratory Assistants located at 11-15 different locations across Eastern Ontario, working together towards the organization’s operational goals and core values while establishing a healthy, safe and positive work environment. Co-led Lean Six Sigma project team in the continuous improvement of Patient Services workflow to advance and sustain a high-performance culture and reduce Patient wait times. Interviewed and recruited for vacant positions. Managed training plan, monitored training, evaluated and signed off when satisfied that training was completed. Accountable for analyzing and reporting weekly to the Director of Laboratory Operations on metrics, budget and Employee relations to ensure organizational targets were met and explained variances (if any). Prepared regional projected annual budgets for FTE and capital.PayrollAudited locations monthly to ensure that they met MOH and OLA regulations. Also ensured that 5S guidelines and SOPs were being followed. Identifed and resolved issues through CAPAs and root cause analysis to ensure quality. Monitored Customer Service feedback through surveys, observations and phone calls to ensure customer satisfaction. Managed employee relations through using human resource management practices and policies. Designed rough floor plans for new clinics and/or for renovations. Worked closely with Support Services and external contractors on these builds. Developed and maintained professional internal and external client relationships Show less

Customer Service Supervisor

• Mar 2007 - Dec 2008

Supervised team of 6 Customer Service Representatives. Responsibilities included assisting in performance and budget management, employee development, interview and hire new employees, payroll and scheduling. Updated company's physician directory in AS400, replied to customer inquiries from website and problem solved escalated client issues. Highly involved in Telemed (electronic ECGs) and e-resulting projects.

Customer Service/Quality Assurance Officer

• Jan 2006 - Mar 2007

Document controller for Ottawa region. Updated and wrote SOPs for Customer Service department. Updated, formatted and inserted SOPs in document control for all departments in Ottawa. Assisted in answering phones in call centre. Phoned out patient results to physicians and problem solved client issues.