Aeliza Pilotin
Calgary,Canada
Summary
Dynamic professional with a proven track record in enhancing business performance through strategic initiatives and process optimization. Skilled in driving growth and efficiency, resulting in increased service value and customer satisfaction.
Overview
13
13
years of professional experience
Work History
Administrative Assistant IV
Arthur JE Child Comprehensive Cancer Centre
10.2024 - Current
- Provided acting supervisory coverage during supervisor absences, ensuring continuity of operations, staff coordination, and adherence to departmental standards in a high-volume oncology environment.
- Coordinated complex, cross-department scheduling, confirming appointments in a timely manner, while balancing operational priorities, physician requirements, and patient care needs.
- Developed standardized training manuals for ultrasound and mammography procedures, and delivered structured onboarding for new hires, preparing staff for front desk and Administrative Support III roles through hands-on coaching, workflow education, and process standardization.
- Managed multiple service desks simultaneously with precision, prioritizing competing demands to maintain efficient workflow, service continuity, and optimal operational flow.
- Produced Para and Thora reports for ACCC with high accuracy, ensuring detailed documentation, attention to detail, and compliance with departmental and clinical requirements.
- Supported operational continuity during peak volumes and staff absences, reprioritizing tasks to sustain service levels, and reduce backlogs.
- Facilitated booking functions in compliance with physician directives, showcasing a deep understanding of clinical workflows and facilitating safe, efficient service delivery.
Administrative Support III
Foothills Medical Centre
Calgary, Alberta
05.2022 - 07.2023
- Managed multiple phone lines in a high-volume environment, efficiently assisting patients while maintaining service quality.
- Identified and resolved scheduling discrepancies across departments, ensuring alignment between bookings, availability, and operational requirements.
- Coordinated daily appointment bookings, confirming service availability, and supporting smooth patient flow across clinical areas.
- Maintained accurate and up-to-date patient records, ensuring timely data entry, and adherence to documentation standards.
- Collaborated closely with medical and administrative staff to streamline appointment workflows and improve scheduling efficiency.
- Responded promptly and professionally to patient inquiries regarding appointment scheduling, service availability, and procedural information.
Administrative Assistant III (.07/Casual)
Alberta Health Services- Sheldon Chumir Health Centre- Diagnostic
, Canada
03.2022 - 05.2023
- Applied strong problem-solving and critical-thinking skills to resolve admission-related issues efficiently, while maintaining workflow continuity and patient satisfaction.
- Delivered timely, patient-centered service in a fast-paced environment, balancing efficiency with empathy to support high standards of care.
- Consistently safeguarded sensitive patient information, maintaining strict compliance with hospital privacy, confidentiality, and documentation policies.
- Communicated effectively with patients, families, and multidisciplinary healthcare teams, ensuring clarity, professionalism, and a positive patient experience.
Medical Records Clerk
Alberta Health Services- Foothills Medical Centre- Health Information Management
Calgary, Canada
05.2021 - 05.2022
- Monitored and processed requests for access to confidential health information, ensuring full compliance with HIPAA, organizational policies, and applicable privacy legislation.
- Retrieved and released health records accurately and within required timelines, maintaining strict adherence to confidentiality and documentation standards.
- Utilized electronic databases and records management systems to securely store, track, and manage patient records throughout the information lifecycle.
- Conducted record audits and identified discrepancies between electronic data and physical files, supporting data integrity, accuracy, and regulatory compliance.
- Collaborated with departmental staff to meet operational deadlines, providing administrative and records support to maintain efficient workflow and service delivery.
Virtual Assistant
Chrysalis Obstetrics & Gynecology
Calgary, Canada
03.2021 - 12.2021
- Created, maintained, and updated electronic databases, ensuring accuracy, completeness, and timely data entry.
- Managed high volumes of incoming calls, providing information, accurately routing inquiries, and documenting messages in a professional and efficient manner.
- Entered and validated patient information in electronic health record (EHR) systems, maintaining data integrity, and compliance with privacy and documentation standards.
- Scheduled patient appointments, tests, and procedures using computerized scheduling systems, coordinating availability, and supporting efficient clinic workflows.
Booking Clerk
EFW Radiology
Calgary, Canada
01.2019 - 02.2020
- Handled large volumes of incoming calls daily, managing confidential patient information in compliance with HIPAA and organizational privacy policies during phone and electronic communications.
- Maintained professionalism and composure in high-volume call and email environments, delivering clear, courteous, and timely responses.
- Applied strong problem-solving and critical-thinking skills to resolve complex patient inquiries efficiently and accurately.
- Communicated effectively with patients regarding medical services and procedures, ensuring understanding, reassurance, and appropriate next steps.
- Prioritized and triaged incoming communications, ensuring prompt call handling while maintaining service quality in a fast-paced environment.
ER Admitting Clerk
Alberta Health Services- South Health Campus-Patient Registration & Admitting Department
Calgary, Canada
11.2018 - 02.2020
- Streamlined client information systems by maintaining precise contact records, and performing regular data audits.
- Optimized daily scheduling workflows and record-keeping processes to improve patient flow and organizational efficiency.
- Collaborated across administrative teams to provide versatile support, ensuring no lapse in service during peak periods, or staff absences.
- Delivered precise preparatory instructions to patients, reducing appointment delays, and ensuring readiness for clinical procedures.
- Built a strong professional rapport with clinical staff and patients, enhancing the overall quality of the patient experience.
Trainer/Supervisor
Teleperformance Philippines
Quezon City, Philippines
06.2013 - 10.2017
- Led end-to-end new hire onboarding initiatives, designing and implementing structured training programs that supported the successful onboarding of over 350 new employees across operations.
- Developed and standardized new hire policy handbooks and operating guidelines, improving training consistency and reducing onboarding clarification issues for current and future hires.
- Guided team members through mentorship and knowledge sharing, facilitating professional growth and promoting five employees to senior or higher-level positions during tenure.
- Designed and delivered comprehensive, multi-department training programs supporting 3 or more departments, ensuring alignment with operational goals and stakeholder requirements.
- Coordinated and managed training solution implementation as formal project launches, overseeing the planning, execution, and delivery of multiple concurrent initiatives over 4 years of hands-on project experience.
- Developed departmental strategies, objectives, and operating standards, contributing to improved training effectiveness and operational readiness during periods of growth and change.
- Designed and deployed surveys and feedback tools, gathering input from over 100 trainees to evaluate training effectiveness and drive continuous improvement in program delivery.
Education
ECBA Training - Business Analysis Training
Adaptive US
05.2025
Certificate in Adult Education - Adult Education
Canadian College of Educators
Missanabie, ON11.2023
Certification In Medical Office -
Bow Valley College
Calgary, AB, Canada10.2018
Bachelor Of Arts (B.A.) - Mass Communications
Siena College
Manila, Philippines03.2003
Skills
- Project planning and coordination
- Training and coaching
- Scheduling and calendar management
- Developing policies and procedures
- Patient care coordination
- Process monitoring and improvement
- Executive management support
- Effective communication
References
- Terri Bomak, Manager- ACCC Diagnostic Imaging, 403-312-2792
- Soni Rajan, Supervisor- Diagnostic Imaging Dept ACCC, 587-231-6174
- Debra Goosen, Manager- Diagnostic Imaging Dept FMC, 403-910-4405
- Kevin Ng, Supervisor- Diagnostic Imaging Dept SMCHC, 403-555-6111
Timeline
Administrative Assistant IV
Arthur JE Child Comprehensive Cancer Centre
10.2024 - Current
Administrative Support III
Foothills Medical Centre
05.2022 - 07.2023
Administrative Assistant III (.07/Casual)
Alberta Health Services- Sheldon Chumir Health Centre- Diagnostic
03.2022 - 05.2023
Medical Records Clerk
Alberta Health Services- Foothills Medical Centre- Health Information Management
05.2021 - 05.2022
Virtual Assistant
Chrysalis Obstetrics & Gynecology
03.2021 - 12.2021
Booking Clerk
EFW Radiology
01.2019 - 02.2020
ER Admitting Clerk
Alberta Health Services- South Health Campus-Patient Registration & Admitting Department
11.2018 - 02.2020
Trainer/Supervisor
Teleperformance Philippines
06.2013 - 10.2017
ECBA Training - Business Analysis Training
Adaptive US
Certificate in Adult Education - Adult Education
Canadian College of Educators
Certification In Medical Office -
Bow Valley College
Bachelor Of Arts (B.A.) - Mass Communications
Siena College