Registered Nurse at St. Elizabeth Health (2026-03 – Present)
- Demonstrating competent nursing skills/nursing process in the telephone/Video orchat assessment of callers experiencing unanticipated illness/trauma or providehealth information or service referrals as requested. Helping Ontarians navigate our current health system
- Accountable for ensuring patient safety by following established procedures and industry best practices as deemed appropriate by the organization.
- Triaging callers utilizing appropriate call process and clinical guidelines ensuring all information provided is appropriate, current, relevant, and follows approved guidelines. Maintaining strict privacy practices and obtaining consentsas per PHI/PHIPA legislation.
- Responsible for achieving and maintaining company metrics
- Proficient in using Microsoft programs, multi-tasking and disciplined in workfrom home practices and importance of maintaining privacy and security.
Treasurer - Volunteer Position at Wahnapitae Community Centre (2019-09 – Present)
Responsible for the maintaing financial records and annual reports. Paying utility bills and reconciliation of all fundraising events. Filing of annual non for profit tax return and annual financial reports to the Greater City of Sudbury.
Clinical Quality Assurance Analyst at St. Elizabeth Health (2023-03 – 2026-03)
- Daily call monitoring of Registered Nursing staff ensuring safe practice, process adherence combined with a positive patient experience.
- Performing coaching with designated staff to work on quality and efficiencytrends for performance improvement in conjunction with the designated CTL(s) and developing action plans to meet the developmental goals as it relates to call quality.
- Identifying the criteria for potential and high-risk situations and ensuring that unusual and high-risk incidents are investigated and followed up within documented timelines.
- Notifying Clinical Quality Team Manager of unusual and high-risk incidents immediately upon completion of scan and work in conjunction with the CTL to createaction plan for success
- Responsible for accurate record keeping regarding staff (active and nonactive) ensuring all staff's quality in monitored monthly.
- Due to company cutbacks and department restructuring this position was eliminated.
Clincal Team Nurse Leader at ST Elizabeth Health Care Services (2022-03 – 2023-03)
Service provider for the Health811 Ontario contract- Teletriage service
- Help support frontline nurses in every aspect of their job, as well as assistwith launching this new program at SE Health. Providing valuable skills andexperience from my tenure with the previous contract holder. This was a lateral move from the old contract holder to the new.
- Job duties/responsibilities remained the same as listed below.
Clincal Team Nurse Manager at Assistance Services Group (2018-10 – 2022-03)
Service provider for the Telehealth Ontario contract – Teletriage service
- Responsible to develop a workplace culture that promotes the commitment to patient safety and quality.
- Maintaining clinical credibility by handling a minimum of 25 billable calls per month, or additional as operationally required.
- Investigating and responding to caller complaints escalated by the Registered. Nurse, Health and Service Support Representative, or Patient Assistance Representatives; understand and apply the principles of risk assessment and management.
- Responsible for the management of 18 registered nurses.
- Duties include ongoing coaching to maintain company set metrics, ensuring patient safety and positive patient experience with random call evaluations for safety and quality assurance. Completion of monthly coaching and development plansto include smart goals created by the team member to promote personal growth. Complete annual development reviews/performance appraisals on each direct report, monitor attendance and performance. Complete follow up and present disciplinary coaching's when necessary. Monthly meetings with Clinical Services Manager todiscuss the teams progress and challenges. Assist with terminations when required.
- Work closely with other departments as a team approach. For example, Scheduling, Real Time Monitors, Education, Human Resources, Customer ServiceRepresentatives, Talent Acquisition, and Information Technology (troubleshooting issues first before contacting).
- Familiar with O365 office programs, daily use of Microsoft Teams, One Drive, OneNote, Excel and Word programs, as well as Sharepoint and Saba Talentsprout.
- Member of the Corporate Clinical Quality Committee, one of two Lead Clinical Team managers for the Lactation and Palliative care programs. Past member of Clinical Practice Committee as well as Continuous Process Improvement.
- Completed Prosci Change Management Program for Managers, Tracy Quinton-Leadership Training as well as other Call Center ICMI courses offered by Assistance Services Group.
- Current member in good standing with College of Nurses of Ontario, RNAO and CNPS.
- Familiar with work from home environment. Designated secure office space with dedicated internet services and separate telephone landline.
Registered Nurse at Sykes Assistance Services (2018-09 – 2018-10)
- Demonstrating competent nursing skills/nursing process in the telephone assessment of callers with unanticipated illness/trauma or to answer health information inquiries/provide service referrals.
- Accountable for ensuring patient safety by following established procedures and industry best practices as deemed appropriate by the organization.
- Triaging callers utilizing appropriate call process and clinical guidelines and ensuring that all information given is appropriate, current, relevant, and follows approved guidelines.
- Tasked with achieving company set metrics for quality, average handle time, productivity as well as attendance.
- Assisted the education department as back up trainer with new hire training classes during this time before successfully returning to the Clinical Team
Clinical Quality Assurance Analyst at Sykes Assistance Services (2012-09 – 2018-09)
- Daily call monitoring of Registered Nursing staff ensuring safe practice,process adherence combined with a positive patient experience.
- Performing coaching with designated staff to work on quality and efficiency trends for performance improvement in conjunction with the designated CTM(s) and developing action plans to meet the developmental goals as it relates to call quality.
- Identifying the criteria for potential and high-risk situations and ensuring that unusual and high-risk incidents are investigated and followed-up within documented timelines.
- Notifying Clinical Quality Team Manager of unusual and high-risk incidents immediately upon completion of scan and work in conjunction with the CTM to createaction plan
- Responsible for monthly Quality Assurance reporting and distribution to theappropriate departments.
- Responsible for accurate record keeping regarding staff (active and nonactive)ensuring all staff's quality in monitored monthly.
- Due to company cutbacks and department restructuring this position was eliminated.
Clinical Team Manager at Sykes Assistance Services (2009-07 – 2012-09)
- Develops a workplace culture that promotes the commitment to patient safety andquality.
- Maintaining clinical credibility by handling a minimum of 25 billable calls per month, or additional as operationally required.
- Investigating and responding to caller complaints escalated by the Registered Nurse, Health and Service Support Representative, or Patient Assistance Representatives; understand and apply the principles of risk assessment and management.
- Responsible for 9 registered nurses. Duties included ongoing coaching to maintain company set metrics, ensuring patient safety and positive patient experience with random call evaluations, completion of monthly coaching and development plans to include smart goals created by the team member. Complete annual development reviews on each direct report, monitor attendance and performance with follow up disciplinary coaching's, when necessary, monthly meetings with direct manager to discuss team progress and challenges. Assisted with terminations when required.
Registered Nurse at Sykes Assistance Services (2006-05 – 2009-07)
- Demonstrating competent nursing skills/nursing process in the telephone assessment of callers with unanticipated illness/trauma or to health information inquiries.
- Accountable for ensuring patient safety by following established procedures and industry best practices as deemed appropriate by the organization.
- Triaging callers utilizing appropriate call process and clinical guidelines and ensuring that all information given is appropriate, current, relevant, and follows approved guidelines.
- Responsible for achieving and maintaining company metrics
REGISTERED NURSE at Westend Family Care FHO (1995-07 – 2006-05)
Staff nurse as well as office managerial duties to a busy clinic with 12physicians in a Family Health Group practice.
- Responsible for direct patient care. This included immunizations, sutureremoval, phlebotomy, performing ECG's, pulmonary function testing, cathetercare/removal. Organizing flu shot clinics as well as participating withadministering to clinic patients.
- Patient preparation for medicals, completing vitals signs, performing visualacuity testing and form filling
- Office duties included OHIP and RAMQ billing and reconciliation, makingspecialists referral appointments, data entry in patient EMR's for physicians,registering patients and updating their electronic medical records.
Registered Nurse at Chapleau General Hospital (1993-03 – 1994-08)
Floor nurse in a 32-bed community hospital in Northern Ontario.
- Responsible for patients from different specialties during a shift. This included pediatrics, geriatrics, obstetrics, medical/surgery as well as assessing and monitoring patients that presented in the Emergency Dept. Full assessments were completed on these patients and standing protocol initiated before paging the physician on call.
