Mary Miltimore

Customer experience and healthcare operations professional with 20+ years of experience in healthcare settings. Proven expertise in patient-facing support, process optimization, and cross-functional collaboration within regulated environments. Skilled at identifying operational gaps, implementing scalable solutions, and communicating complex information clearly to diverse stakeholders.

Seeking to transition expertise toward direct patient engagement and customer success in a mission-driven telehealth environment.

AS-02 HR & Finance Coordinator at Department of National Defence – Dental Detachment (2025-09 – Present)

Civilian employee supporting military operations

• Support workforce operations, staffing coordination, onboarding, and HR processes within a military healthcare environment while partnering closely with leadership to maintain operational continuity and employee support.
• Provided day-to-day HR, financial and administrative support to senior leadership
• Developed a Quick Start onboarding guide to improve knowledge transfer and support new hires in navigating systems, processes, and expectations
• Handled staffing actions, training requests, travel claims, and personnel documentation in line with federal policies
• Supported HR staffing strategies, including planning, coordination, and process improvements
• Managed contracts, purchase orders, and invoice tracking using DRIMIS
• Mentored administrative staff and helped coordinate workflow to keep operations running smoothly
• Supported colleagues and contractors with public service applications, resumes, and inventories, helping build confidence and success
• Interpreted collective agreements and advised leadership and employees on their application in day-to-day situations
• Reviewed and approved Calian contractor timesheets and reconciled attendance and labor reports, ensuring accuracy and consistency

HR & Office Administrator (Virtual) at Nova Health Club (2024-06 – 2025-09)

• Resolved a staffing crisis by redesigning postings with an Indeed representative, which led to the rapid hiring of three key trainers within budget and timeline constraints.
• Coordinated onboarding, training, and performance evaluation processes in partnership with leadership to support employee integration and workforce development.
• Provided high-level administrative support to executives, including calendars, travel, meeting logistics, and confidential communications.
• Drafted and edited internal and external correspondence to support effective corporate communication.
• Streamlined expense and reimbursement tracking, improving processing time by 20%.
• Monitored departmental budgets and assisted with financial reporting.

Benefit & Payroll Administrator at Petawawa Centennial Family Health Centre (2023-06 – 2024-06)

• Led onboarding processes for newly hired staff and physicians, coordinating orientation, documentation, training support, and integration into clinical operations.
• Partnered closely with the Executive Director to support recruitment activities, interview processes, employee relations matters, and workforce operations within a busy healthcare environment.
• Supported recruitment and interview processes while participating in candidate interviews, onboarding coordination, disciplinary discussions, and employee performance and behavior-related conversations with professionalism and discretion.
• Coordinated physician and staff credentialing requirements, onboarding documentation, and compliance processes to support operational readiness and continuity of care.
• Processed payroll, investigated discrepancies, and managed remittances using Ceridian while ensuring compliance with Ministry of Health and Service Ontario reporting requirements.
• Facilitated staff training initiatives and contributed to Health HR Committee discussions focused on workforce support and organizational effectiveness.

Office Administrator, Physician Recruitment at Arnprior & District Family Health Team (2018-06 – 2023-06)

• Led physician and healthcare recruitment initiatives through targeted outreach strategies, stakeholder engagement, and community partnership development to support staffing needs, physician retention, and healthcare access within the community.
• Developed and implemented policies, procedures, and operational workflows.
• Managed program development to meet community needs and funding criteria.
• Prepared annual and quarterly Ministry of Health reports for Family Health Team and Family Health Organization.
• Maintained accurate financial records; supported annual budgets and audit preparation.
• Ensured compliance with auditor recommendations and oversight requirements.
• Managed clinic facilities, vendor relationships, and operational logistics.
• Developed and presented annual funding proposals to municipal government, including slide decks and supporting documentation, successfully securing yearly funding for community health programs.
• Collaborated with municipal leaders to design and coordinate annual medical student events, fostering interest in local physician recruitment and retention.
• Represented the organization at physician career fairs at University of Ottawa and Queen's University, enhancing recruitment outcomes.
• Led fundraising initiatives resulting in over $10,000 raised to support community health programs.

Executive Administrator at Northern Counselling & Therapeutic Services (2015-06 – 2018-06)

• Supported recruitment and onboarding initiatives for mental health professionals across Canada, including development and placement of recruitment advertisements through post-secondary institutions and professional placement offices.
• Built and maintained relationships with colleges, universities, and external organizations to strengthen recruitment outreach and support long-term workforce development initiatives.
• Coordinated onboarding, documentation, compliance requirements, and operational integration for newly hired mental health professionals working in remote and Northern communities.
• Managed Government of Nunavut service contracts and multi-million-dollar project budgets while supporting organizational operations, communications, and compliance requirements.
• Developed and implemented a staff safety policy for clinicians traveling to remote Northern communities in partnership with the RCMP; the process was recognized as a best practice and remains in use.
• Standardized office procedures, coordinated virtual operations, and maintained licenses, insurance, WSIB documentation, and compliance reporting.

Research Executive Assistant • Ethics Specialist • Research Coordinator at The Ottawa Hospital (2000 – 2015)

Progressed through increasingly senior roles supporting healthcare research operations, regulatory coordination, participant recruitment, and multidisciplinary communication within a highly regulated clinical environment.

• Served as the primary resource for research ethics submissions and regulatory processes, training and onboarding new staff across departments on REB procedures, documentation standards, and compliance requirements.
• Coordinated contracts, ethics applications, reporting timelines, and operational workflows while supporting collaboration between clinicians, researchers, leadership, and external stakeholders.
• Managed complex documentation, confidential records, and compliance processes requiring strong organizational judgment, discretion, and attention to detail.
• Supported participant recruitment initiatives and patient-facing clinical activities while maintaining strict adherence to privacy, ethics, and healthcare regulations.
• Demonstrated adaptability and leadership in fast-paced healthcare settings through ongoing operational support, training coordination, and process management.

College Diploma in Legal Assistant (Honours)