Victoria Thomas

Results-driven healthcare administrative professional with 7+ years of experience managing clinic operations, leading administrative teams, and driving process improvements in high-volume medical environments. Demonstrated track record in front-desk supervision, scheduling coordination, OHIP billing, and EMR system management. Adept at onboarding and cross-training staff, managing workload distribution, and serving as an operational bridge between clinical and administrative functions.

Known for a professional, people-first leadership style that fosters accountability, efficiency, and a positive workplace culture. Highly organized and confident, with the adaptability and problem-solving ability needed to thrive in a fast-paced environment.

Medical Office Assistant (Contract) - Mediflex Talent Solutions

(2025-12 - 2026-04)

• Managed provider schedules, including appointment bookings, rescheduling, and cancellations to ensure efficient clinic operations.
• Optimized patient flow while supporting clinic efficiency and timely service delivery.
• Monitored clinic email inboxes and incoming faxes, ensuring prompt review and response to communications.
• Handled phone calls and email communication professionally while maintaining patient confidentiality.
• Relayed patient messages, updates, and instructions accurately and promptly to physicians and care teams.
• Coordinated follow-up appointments, referrals, and patient documentation requests.
• Provided patients with instructions, updates, and administrative support regarding appointments and clinic processes.
• Processed billing for cancellations and documentation requests in accordance with clinic procedures.
• Scanned, uploaded, and distributed medical documents while maintaining organized electronic records.

Medical Office Manager (Contract) - Daveli Home HealthCare Services

(2024-03 - 2025-10)

• Provided daily leadership and oversight to the Client Services Receptionist and administrative team, streamlining front-desk operations and reducing patient wait times by 15%.
• Coordinated team scheduling and coverage, managed workload distribution, and served as the operational lead in the absence of senior management.
• Oversaw onboarding and cross-training of administrative staff, ensuring consistent adherence to clinic workflows, documentation standards, and service expectations.
• Managed executive-level scheduling, inboxes, and physician workflow prioritization to optimize appointment flow and reduce administrative bottlenecks.
• Handled 50+ patient calls and inquiries per month, triaging and resolving concerns with empathy and professionalism to maintain high patient satisfaction.
• Maintained and updated electronic patient records, ensuring accuracy, confidentiality, and compliance with medical standards.
• Manage internal communications, inboxes, and schedules to improve physician workflow and optimize appointment flow.
• Supported HR functions including guidance to staff on sick benefits, income replacement, and return-to-work procedures in compliance with internal policies.
• Collaborated with payroll and benefits teams to ensure timely processing of disability claims and accurate documentation of medical leaves.
• Oversee and streamline administrative operations to enhance efficiency and support business objectives.
• Reviewed and updated occupational health and safety policies to ensure alignment with legislative requirements and organizational goals.
• Led document preparation including business reports, policies, spreadsheets, and executive presentations using MS Office Suite, SharePoint, and Google Docs.
• Experienced in driving process and technology improvements, including participation in EMR system transitions and implementation of efficiency-enhancing workflows.
• Proficient in preparing clinic performance metrics, executive reports, and documentation to support leadership decision-making and continuous improvement.

Medical Office Administrator (Full Time) - WellCare Home Medicals Ltd

(2020-04 - 2023-11)

• Managed day-to-day administrative operations of a busy medical clinic, ensuring efficient scheduling, referral coordination, and front-desk workflow.
• Oversaw EMR system administration, providing IT coordination and training 10+ staff on system usage improving data accuracy by 25%.
• Generated clinic performance metrics, statistical reports on patient volume and staff hours to identify opportunities for operational efficiency.
• Answered high-volume calls and emails, maintaining patient satisfaction through responsive professional communication.
• Facilitated EMR documentation, reducing data entry errors and improving patient record accessibility.
• Conducted administrative tasks including faxing, chart pulls, and document scanning to maintain streamlined clinic operations.
• Regularly compiled statistical reports on employee health trends, helping leadership identify areas for wellness program improvements.
• Reviewed and updated health services policies, ensuring alignment with legislative changes and best practices.
• Managed EMR system, overseeing IT support and training 10+ staff on usage, improving data accuracy by 25%.
• Implemented data-driven decision-making practices by leveraging Excel and Access to analyze absence patterns and improve HR processes.
• Implemented performance management strategies to monitor team effectiveness and improve service quality.

Office Coordinator (Contract) - Winiseph Care Home

(2018-07 - 2020-02)

• Coordinated patient experience by managing office schedules and room allocation for 10 providers, improving appointment flow by 20%.
• Ordered medical inventory and equipment, ensuring consistent supply availability for 150+ weekly patient appointments.
• Maintained a secure and organized digital filing system, ensuring all health-related employee records were updated and easily retrievable.
• Prepared monthly clinic performance metrics, tracking financial transactions and staff scheduling to support operational decisions.
• Managed patient records using an electronic medical record platform, training 5 staff on system usage to enhance data accuracy.
• Assisted in team management, supporting the recruitment and onboarding of 6 employees, fostering a collaborative environment.
• Scheduled maintenance and repairs for medical devices, coordinating with vendors to reduce equipment downtime by 10%.
• Led initiatives to improve workplace health and wellness programs, enhancing overall employee engagement and productivity.
• Utilized Microsoft SharePoint, Adobe Pro, and Visio to optimize document management and workflow automation.
• Trained new hires and department staff on occupational health policies, improving organizational understanding of disability management.
• Ensured seamless communication between hospital sites to maintain consistency in health services operations and employee support.
• Ensured that all care staff adhered to healthcare policies and procedures, improving operational efficiency.

Diploma - International Business Management - Seneca College (2023 - 2024)

Master of Science - Health Care Organizations Management - Cyprus (2020 - 2023)

Bachelors - Food Science and Technology - Nigeria (2012 - 2017)