Michelle Luong

Proficient in EPIC, CHRIS, Power Chart, MEDITECH, PointClickCare, EPR, Panorama, eHealth Ontario, COVaxON, Connecting Ontario, OLIS electronic medical record systems, and Microsoft Office 365. Exceptional interpersonal and communication skills in healthcare and other customer service settings. Leadership expertise gained through managing hotel guest service teams, supervising public health clinic operations, and developing training workshops, resulting in improved work efficiency and team performance.

Ontario

Driver's License Class "G" with regular access to a vehicle.

Experience working with various underserved and marginalized communities.

Chalet Host & Bartender at Alpine Elements (2026-02 – 2026-04)

• Prepared a variety of cocktails, wines, beers, and non-alcoholic beverages to serve up to 66 guests independently while responding to guests requests and concerns promptly to ensure guest satisfaction
• Oversaw daily bar and chalet operations, including setup, inventory, cash handling, while maintaining ski locker rooms and spa facilities and providing support with hotel/chalet cleaning and upkeep

Patient Case Coordinator, Facilities Coordinator at Reactivation Care Centre (Church Site), Ontario Health at Home (2025-01 – 2025-12)

• Coordinated patient care services across healthcare providers, community agencies, and interdisciplinary teams to support timely discharge from hospital to the community or other healthcare facilities by assessing patient needs and facilitated appropriate referrals, services, and resources based on individual care requirements and eligibility
• Served as a primary point of contact for patients, families, healthcare and service providers to help them navigate accessing appropriate supports according to patient specific concerns and adjusting according to changes in patient status
• Managed a diverse caseload while prioritizing urgent/complex patient needs in accordance with established policies, procedures, and service standards

Regional Hospitality Operations Manager at Hakuba Platinum & Hakuba Gateway Hotel (2023-12 – 2024-03)

• Supervised and led daily operations of the guest services department including managing staffing levels to meet operational needs, training guest services staff members, and creating new procedural documents for staff to refer to when management is not present
• Developed strategies to improve guest experiences and conducted regular inspections to ensure quality standards
• Handled payment transactions, coordinated housekeeping, managed room bookings, and organized guest transportation within resort

Public Health Nurse, Subject Matter Expert, Clinic Lead at COVID-19 Response Unit, Toronto Public Health (2021-06 – 2023-06)

• Developed workshops as a subject matter expert and clinic lead for staff on best practices to ensure compliance regarding 1) vaccine storage, handling, and cold-chain management, and 2) vaccine administration, documentation, and eligibility, resulting in increased efficiency, improved patient care, and error reduction at school immunization program clinics
• Worked alongside Associate Medical Officers of Health, school liaison public health nurses, and outbreak investigators to trace and limit the spread of COVID-19 in childcare settings, contributing to the containment of COVID-19 outbreaks as a communicable disease investigator
• Coordinated COVID-19 and school immunization program clinics ensuring patient safety and efficient clinic operations, resulting in successful vaccination campaigns, vaccinating up to 500 clients a day
• Aided in conducting a staff needs assessment and provided health promotion expertise to identify gaps in the clinic procedure, resulting in the incorporation of health promotion strategies to address program gaps, including medication administration, documentation, and special needs assessments

Registered Nurse, General Surgery Unit at Toronto General Hospital (2020-10 – 2021-06)

• Provided exceptional care to a diverse population of chronically and acutely ill abdominal surgery patients, both pre- and postoperatively
• Collaborated with patients, their families, social workers, MDs, registered dieticians, physiotherapists, and occupational therapists to coordinate care upon discharge so they can transition back to home life with ease
• Demonstrated critical thinking skills, promptly identifying unusual or significant patient findings and medical errors, and collaborating closely with MDs to prevent potential harm to patients (e.g., allergic reactions, abnormal lab values, hyper- and hypoglycemic episodes, oxygen desaturation)
• Managed a wide range of medical devices, including tracheostomies, NG/NJ/GJ tubes, wound managers, VAC dressings, nerve blocks, epidurals, PCAs, blood products, heparin drips, TPN, CVADs, and PVADs, ensuring patients received the highest quality of care

Bachelor of Science in Nursing – Toronto Metropolitan University (formerly Ryerson University)