Elena Mandric
Coquitlam
Summary
Results-driven Healthcare Operations Leader with over 10 years of progressive management experience in multi-site healthcare environments. Proven expertise in staff leadership, scheduling, patient flow optimization, compliance, budgeting, and performance management. Known for improving wait times, enhancing patient experience, and building engaged, high-performing teams. Brings a strong dental and clinical background with a commitment to quality, efficiency, and exceptional patient service.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Area Supervisor, Patient Service Centres
LifeLabs
08.2015 - Current
- Provide operational leadership across multiple healthcare locations, overseeing daily operations, staff performance, patient service standards, and regulatory compliance.
- Lead, mentor, and manage 40+ employees across multiple sites, including recruitment, onboarding, training, performance management, discipline, and terminations.
- Oversee staff scheduling, approving schedule changes, overtime, and time-off requests to ensure optimal coverage and cost control.
- Foster a positive, collaborative work environment focused on teamwork, accountability, and patient-centered service.
- Partner with Human Resources and Union representatives to address employee relations matters, grievances, and collective agreement compliance.
- Monitor and report on Provincial Key Performance Indicators, patient wait times, and customer satisfaction metrics.
- Manage departmental budgets, procurement, record keeping, and confidential communications.
- Conduct internal audits to ensure Patient Service Centres meet accreditation and quality standards; report conformances and non-conformances to DAP.
- Collaborate with physicians, healthcare facilities, supervisors, and managers to maintain strong professional relationships.
- Lead regular team meetings and training sessions to support communication, engagement, and continuous improvement.
- Coordinate employee disability claims and pay coding in collaboration with Group Benefits.
- Ensure compliance with internal policies, external regulations, and best practices.
Medical Laboratory Assistant
LifeLabs
04.2007 - 08.2015
- Provided high-quality patient care in a fast-paced clinical environment while maintaining strict standards for safety, quality, and confidentiality.
- Performed specimen collections on adults and pediatric patients. Conducted ECGs, Holter Monitors and Ambulatory Blood Pressure Monitors. Provided patients with instructions for proper collection of bodily fluid samples.
- Supported patient flow, specimen handling, and customer service excellence.
- Served as a trainer and mentor for practicum students and newly hired Laboratory Assistants, supporting onboarding, skill development, and competency achievement.
- Acted as Health & Safety Representative for the Patient Service Centre, promoting a strong culture of workplace safety and compliance.
- Identified, reported, and assisted in the mitigation of workplace hazards, contributing to a safe clinical environment.
- Participated in incident investigations, documentation, and follow-up actions to prevent recurrence.
Dental Technician
Spectrum Dental Laboratory
09.2002 - 07.2006
- Fabricated and adjusted dental prosthetics such as full and partial dentures, mouthguards, whitening trays ensuring precision and quality standards.
- Collaborated closely with dentists and lab technicians to ensure accuracy, turnaround efficiency, and patient satisfaction.
- Maintained dental equipment, materials, and inventory to support smooth daily operations.
Dental Assistant
Dr. Serge Agafontsev Dental Office
04.2002 - 09.2002
- Supported dentists and clinical teams with chairside assistance, instrument preparation, and operatory setup.
- Maintained strict infection control and sterilization protocols in compliance with clinical safety regulations.
- Assisted with patient preparation, treatment support, and post-procedure care.
Dental Technician
Prodent Dental Lab
08.1994 - 02.2002
- Fabricated and adjusted dental prosthetics, including crowns, bridges, dentures ensuring precision and quality standards.
- Collaborated closely with dentists and lab technicians to ensure accuracy, turnaround efficiency, and patient satisfaction.
- Maintained dental equipment, materials, and inventory to support smooth daily operations.
Education
Foundations of Effective Management & Leadership Certificate -
Justice Institute of British Columbia
New Westminster, BC01.2014
Medical Laboratory Assistant Certificate -
West Coast College of Healthcare
Surrey, BC01.2007
Office Administration & Secretarial Studies Certificate -
Onesti Community College
Onesti, Romania01.1998
Dental Technician Diploma - undefined
Dr. Constantin Gaucan Dental College
Bucharest, Romania01.1994
Skills
- Healthcare & Dental Operations
- Staff Leadership & Performance Management
- Scheduling, Payroll & Overtime Control
- Patient Experience & Workflow Optimization
- Reporting & KPI Analysis
- Policy, Compliance & Accreditation
- Conflict Resolution & Union Relations
- Budget Oversight & Resource Planning
- Training, Coaching & Staff Development
- Microsoft Office Suite Power BI
Accomplishments
- Led Patient Wait Time Improvement initiatives, reducing wait times by 25–30% across multiple sites.
- Served as Subject Matter Expert and Trainer for Kanban supply ordering systems.
- Contributed to a National Interview Guide Improvement Project, helping standardize hiring practices aligned with organizational values.
- Participated in a National Signage Optimization Project, improving patient experience and reducing signage by 20%.
- Key contributor to the Patient Service Centres Playbook Project, improving productivity, wait times, and customer experience by 30% in two weeks.
- Recipient of the Values in Action Award for excellence in Quality and Safety through internal assessments.
- Organized and delivered annual Employee Health & Safety training sessions.
- Collaborated with Training & Education teams to develop presentations for high school and college students, promoting healthcare and laboratory careers.
Certification
- Diagnostic Accreditation Program (DAP) – Internal Audit Training (2018)
- N95 Respirator Fit Training Certificate (2016)
Timeline
Area Supervisor, Patient Service Centres
LifeLabs
08.2015 - Current
Medical Laboratory Assistant
LifeLabs
04.2007 - 08.2015
Dental Technician
Spectrum Dental Laboratory
09.2002 - 07.2006
Dental Assistant
Dr. Serge Agafontsev Dental Office
04.2002 - 09.2002
Dental Technician
Prodent Dental Lab
08.1994 - 02.2002
Dental Technician Diploma - undefined
Dr. Constantin Gaucan Dental College
Foundations of Effective Management & Leadership Certificate -
Justice Institute of British Columbia
Medical Laboratory Assistant Certificate -
West Coast College of Healthcare
Office Administration & Secretarial Studies Certificate -
Onesti Community College