CHANTELLE NELSON RN, BScN

Healthcare Operations Leader & Registered Nurse with proven expertise in ambulatory care strategy, project and change management, and clinical workflow optimization across Cancer Care, Infusion Centres, Specialty Clinics, and inpatient programs. Skilled in EMR implementation (Epic), data-driven quality improvement, and leading multidisciplinary teams through complex healthcare transformations. Adept at strategic planning, operational efficiency, and stakeholder engagement, with a strong track record of enhancing patient experience, safety, and access. Currently completing a Master’s in eHealth, combining operational leadership with digital health innovation.

• Ambulatory Care Operations & Expansion
• EMR Implementation & Workflow Optimization (Epic)
• Project & Change Management
• Strategic Planning & Financial Stewardship
• Quality Improvement & Patient Experience
• Stakeholder & Physician Collaboration
• Patient Flow, Access & Capacity Management
• Equity, Diversity & Inclusion Leadership
• Microsoft 365, Google Suite, Project Planning Tools

• Clinical Operations Lead – Oncology & Endoscopy Program, Unity Health Toronto – St. Michael’s Hospital, ON, 01/23, Present, Serve as the operational leader for Cancer Care Clinic, Infusion Centre, Ambulatory Specialty Clinics, and Hematology/Oncology inpatient units, ensuring seamless daily operations aligned with hospital-wide strategic priorities., Provide indirect leadership and mentorship to 120+ inter-professional staff, overseeing performance appraisals, competency assessments, and succession planning to maintain a high-performing, patient-centered workforce., Act as department lead during the absence of the Clinical Manager, maintaining operational continuity, patient care quality, and staff engagement., Co-led the launch of a new Infusion Centre in partnership with cross-functional teams, expanding services for 80–90 high-risk obstetric, surgical, and IVIG patients weekly, reducing ED wait times and improving care coordination and outcomes., Collaborated with the Clinical Manager on the Cancer Care Clinic redesign and relaunch, incorporating patient, family, and staff feedback to enhance safety, workflow efficiency, and overall patient experience., Standardized ambulatory booking and referral processes, enabling the growth of 5 new outpatient specialty clinics while optimizing resource allocation., Collaborated with Epic Analysts, IT teams, Senior Leadership, and SMEs to refine workflows across 15+ ambulatory and specialty clinics, ensuring system builds aligned with operational and patient care needs., Co-created the Epic Super User Scheduling Template, piloted organization-wide during go-live, and coordinated Epic training for 120+ staff across multiple sites, aligning sessions with clinic workflows and staff roles., Collaborate weekly with Epic Analysts to optimize the Infusion Generator Template, using historical data to create infusion schedule models that maximize chair utilization for the Infusion Centre and Cancer Care Clinic., Supported workflow mapping and redesign for the launch of a new Infusion Centre and the redesign of the Cancer Care Clinic, incorporating staff and patient feedback to enhance usability and safety., Investigated clinical workflow issues raised by end users and worked with analysts to implement sustainable solutions., Liaise with physician leaders, allied health teams, and administrative stakeholders to advance ambulatory care operations, foster collaboration, and align initiatives with hospital-wide goals., Investigate and resolve patient and family concerns with professionalism, ensuring timely follow-up and systemic improvements., Support budget oversight for a $10M portfolio, ensuring resource allocation aligns with operational priorities and strategic initiatives., Optimize staffing and patient flow, managing bed utilization and participating in daily hospital-wide bed meetings to balance capacity with patient demand.
• Interim Team Lead – Surgical Daycare Unit, Unity Health Toronto – St. Michael’s Hospital, ON, 10/21, 01/22, Directed a multidisciplinary team of 20 staff, ensuring safe and efficient flow of 40–70 elective day surgery patients daily., Developed staffing schedules and coordinated patient assignments to optimize perioperative operations.
• Nursing Fellowship – Bleeding Disorders Clinic, Unity Health Toronto – St. Michael’s Hospital, ON, 10/22, 12/22, Participated in multidisciplinary case reviews and administered in-clinic factor transfusions for patients with clotting disorders., Created a Bleeding Disorder Quick Reference Sheet, standardizing surgical prep and enhancing efficiency for nursing staff.
• Registered Nurse – Surgical Daycare Unit, Unity Health Toronto – St. Michael’s Hospital, ON, 10/20, 01/23, Enhanced perioperative education and discharge readiness by leading a collaborative review and redesign of 150+ patient discharge materials, improving comprehension and post-surgical care outcomes., Conducted pre-operative assessments and coordinated communication between OR and PACU teams for optimized patient flow.
• Charge Nurse – Cardiovascular Surgery Unit, Unity Health Toronto – St. Michael’s Hospital, ON, 03/19, 10/20, Provided clinical oversight for 18 nurses on a 36-bed inpatient unit, managing patient flow, discharge planning, and staffing assignments to maintain operational efficiency., Strengthened interdisciplinary collaboration with Nurse Practitioners and Allied Health teams to design holistic, patient-centered care plans, improving discharge timelines and care continuity.
• Registered Nurse – Resource Team, Sunnybrook Health Sciences Centre, Toronto, ON, 02/16, 03/19, Provided versatile clinical leadership across diverse inpatient units, including Cardiology, General Internal Medicine, Trauma, and Neuro-Orthopedic services, ensuring seamless care transitions and evidence-based practice., Precepted and mentored nursing students, enhancing clinical education and professional development within a high-acuity teaching hospital environment.

• Standardized ambulatory clinic space utilization to enable expansion and optimize resource allocation.
• Led quality improvement initiatives to enhance patient safety, reduce wait times, and improve clinical workflows.
• Partnered with Epic Analysts to design data-driven solutions for patient flow and scheduling optimization.
• Actively contributed to organizational policy development, aligning with best practices from external healthcare networks.

• Learning Relational Databases, LinkedIn Learning, 2024
• Database Foundations: Data Structures, LinkedIn Learning, 2024
• Database Foundations: Intro to Databases, LinkedIn Learning, 2024
• Programming Foundations: Databases, LinkedIn Learning, 2024
• Programming Foundations: Algorithms, LinkedIn Learning, 2018
• Programming Foundations: Fundamentals, LinkedIn Learning, 2024
• Critical Care Nursing, George Brown College, 2017
• Coronary Care Nursing Level 1, Humber College, 2016

• Epic EMR Implementation & Optimization
• Microsoft Office 365, Google Suite
• Project Planning Software & Workflow Tools
• Data Analysis & Reporting for Quality/Safety Metrics

• Standardized ambulatory clinic space utilization to enable expansion and optimize resource allocation.
• Led quality improvement initiatives to enhance patient safety, reduce wait times, and improve clinical workflows.
• Partnered with Epic Analysts to design data-driven solutions for patient flow and scheduling optimization.
• Actively contributed to organizational policy development, aligning with best practices from external healthcare networks.

Professional License: • Registered Nurse (RN) – College of Nurses of Ontario (CNO), issued January 2016 Selected Courses & Certifications: • Learning Relational Databases – LinkedIn Learning (2024) • Database Foundations: Data Structures – LinkedIn Learning (2024) • Database Foundations: Intro to Databases – LinkedIn Learning (2024) • Programming Foundations: Databases – LinkedIn Learning (2024) • Programming Foundations: Algorithms – LinkedIn Learning (2018) • Programming Foundations: Fundamentals – LinkedIn Learning (2024) • Critical Care Nursing – George Brown College (2017) • Coronary Care Nursing Level 1 – Humber College (2016)

Feburary 2024 

Championing Education for Marginalized Communities education event series: Championing social services for marginalized communities