Jennifer Gustilo
Calgary,Alberta
Summary
Dynamic professional with a proven track record at Alberta Health Services, excelling in adaptability and process improvement. Leveraged Microsoft Office expertise and exceptional attention to detail to enhance administrative efficiency and patient experience. Achieved significant quality assurance standards, demonstrating a commitment to excellence and superior customer service.
Overview
11
11
years of professional experience
Work History
Administrative Support III (Diagnostic Department)
Alberta Health Services
Calgary, Alberta
11.2024 - Current
- Greet patients and visitors warmly and professionally.
- Answer incoming phone calls, address inquiries, and direct calls to the appropriate departments.
- Prepare and distribute clinic correspondence, including appointment reminders and follow-ups.
- Liaise with diagnostic technicians and healthcare providers to confirm test orders and scheduling.
- Organize, scan, and archive diagnostic reports, and other clinic documents.
Patient Experience Coordinator
Mayfair Diagnostics
Calgary, Canada
03.2024 - 10.2024
- Acquire extensive knowledge of Mayfair's imaging services to clearly explain examination procedures to patients.
- Confidentially administer and process patient information and requisitions efficiently, book patient appointments, and ensure all information is accurate.
- Schedule examinations according to department protocol for each imaging modality.
- Anticipate the needs of our patients and referring physicians, act as an ambassador for Mayfair, and always want to go one step further to provide the best patient experience possible.
- Managed and maintained quality assurance standards in all booking procedures to assure optimal service delivery.
Administrative Support III (Rapid Response)
Alberta Health Services
Calgary, Canada
09.2020 - 03.2023
- Maintaining health record accuracy: quickly and accurately input client data into EMRs, including Person Directory, Meditech, and Netcare, and reconciled duplicates to ensure record integrity
- Appointment Scheduling: applied advanced SharePoint knowledge to manage referrals, maintain clinic calendars, and book clients for COVID testing appointments
- Confidentiality and discretion: highly experienced in serving diverse populations, quickly identified client needs and resolved complex issues demonstrating trustworthiness and care, and assisted clients without Alberta Health cards to access COVID testing and immunization
- Process improvement: adopted and trained new colleagues on more efficient processes, applied extensive knowledge of medical standards, compliance requirements, and operational procedures to internal and inter-office operations
- Providing administrative support in a complex environment: document preparation for outreach visits, outbreaks in long-term care facilities, and for leadership containing essential client data
- Performing day to day office operations and clerical support with high attention to detail and adaptability in a rapidly changing environment
- Organize referrals for outbreak/outreach visits received from the Communicable Disease Control unit
- Scanning documents and inputting important information into Meditech
- Compiled and organized large volumes of data using Excel leading to improved administrative processes
Sales Associate/Cashier
Banana Republic
Calgary, Canada
10.2018 - 11.2020
- Inventory accuracy: prepared inventory for shipment, performed physical inventory, re-merchandising the sales floor, and loss prevention activities
- Store operations: friendly and efficient point of sale (POS) transactions, processed returns and exchanges quickly and accurately
- Customer service and sales: engaged and built relationships with clientele, ensured appealing visual presentation of merchandise and advertising collateral, and shared product recommendations and styling expertise
Administrative Support III (Access and Disclosure)
Alberta Health Services
Calgary, Canada
03.2020 - 08.2020
- Confidentiality and discretion: worked with clients to obtain complete and accurate health information, maintained medical files, and retrieved information from both digital and manual filing systems
- Oversaw the company database and verified accurate updates and proper file management
- Communication: maintained professionalism and a high standard of customer service, responsible for facilitating efficient communication between health professionals, departments, patients, and families, while maintaining the confidentiality of patient information
- Office administration: responded to valid requests for information in a timely manner, researched, gathered, and delivered record information in response to requests submitted by phone and fax
- Processed Worker's Compensation Benefit claims, reviewed and processed requests for information under the Freedom of Information Act or Privacy (FOIP) act, and aided with court-martialed record lifecycle management by organizing, updating, storing, and archiving records
Online English Tutor
Fighting English
Dalian, China
03.2017 - 02.2018
- Language education: applied positive reinforcement, appropriate challenges, and teaching best practices to boost the confidence of English learners in China
- Personalized learning plans: evaluated student proficiency to set lesson goals and led one-on-one sessions virtually with students for an individualized approach to learning
- Scheduling and payroll: entered and verified employee timekeeping data for consistency and accuracy, and managed employee calendars and time-off schedule
- Created daily student learning modules using PowerPoint
Customer Support Specialist
Hewlett Packard Enterprise
01.2014 - 04.2017
- Sales: promoted add-on sales to existing customers, drove substantial sales with suggestive selling techniques, and maintained current knowledge of extensive and evolving products and services
- Billing: Informed customers about billing procedures, processed payments, and provided assistance setting up payment options
- Process improvement: maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas
- Customer service: de-escalated problematic customer concerns, maintained calm, friendly demeanor, improved customer satisfaction ratings through building client rapport and quickly resolving issues, efficiently worked through call scripts to troubleshoot and resolve concerns
Education
Post-Secondary Education - Health Unit Clerk
Robertson College
09.2019
Hospitality Management -
University of St. La Salle
04.2006
Skills
- Adaptability
- Attention to detail
- Problem-solving
- Process improvement
- Customer service
- Microsoft Office
- Time Management
- Medical Terminology
Timeline
Administrative Support III (Diagnostic Department)
Alberta Health Services
11.2024 - Current
Patient Experience Coordinator
Mayfair Diagnostics
03.2024 - 10.2024
Administrative Support III (Rapid Response)
Alberta Health Services
09.2020 - 03.2023
Administrative Support III (Access and Disclosure)
Alberta Health Services
03.2020 - 08.2020
Sales Associate/Cashier
Banana Republic
10.2018 - 11.2020
Online English Tutor
Fighting English
03.2017 - 02.2018
Customer Support Specialist
Hewlett Packard Enterprise
01.2014 - 04.2017
Post-Secondary Education - Health Unit Clerk
Robertson College
Hospitality Management -
University of St. La Salle
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