Laura Dykstra
Surrey,Canada
Summary
Dynamic operations professional with over 25 years of customer service experience at the Provincial Health Services Authority. Proven expertise in purchasing and data analysis, complemented by strong leadership and critical thinking skills. Acclaimed for attention to detail and adaptability, consistently delivering exceptional results in fast-paced environments. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
With over 18 years of experience in union leadership and more than 25 years in healthcare operations, I have successfully served as a Shop Steward, Lead Shop Steward, OH&S Representative, and Chairperson within the Hospital Employees' Union. These roles have allowed me to develop and refine key skills in representation, conflict resolution, and workplace health and safety. I am currently working as an EDMP steward.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Operations Clerk – Vaccinate BC Provincial Project
Provincial Health Services Authority
Langley, Canada
01.2021 - Current
- Facilitated all orders provincially, to get supplies out to our communities for them to vaccinate the people in their communities.
- Worked with management team to coordinate efforts and reduce noise at the customer level.
- Creation and execution of processes and procedures.
- Perform related clerical duties, such as word processing, emailing, phone-calling, maintaining files and record systems, faxing and photocopying.
- Data pulls, pivot tables, Excel Worksheet Documentation.
- Taking and transcribing minutes of meetings.
Operations Clerk/ Warehouse Attendant/ Warehouse Receiving
Provincial Health Services Authority
Langley, Canada
01.2012 - Current
- Excellent organizational skills, and the ability to prioritize workload and work under time pressures to meet deadlines.
- Excellent customer service, communication, and computer skills (Microsoft Word, Excel, and data entry systems).
- Demonstrates the ability to communicate effectively, both verbally and in writing, including the ability to respond professionally, courteously, and in a clear manner.
- Communicating issues or delays to the Operations Team, and providing solutions whenever possible, in order to maintain the highest customer satisfaction.
- Respond to customer inquiries, maintain good customer relations, and solve problems.
- Completes routine records by performing duties such as completing established documentation for direct (non-stock) supplies previously received in the system, and delivers them to the appropriate department.
- Unpacks received stock and replenishes it to the designated location.
- Assists with physical inventories and cycle counts by counting items in inventory as required.
- Performs various return functions according to established procedures.
- Exhibit strict attention to detail, and maintain order accuracy.
- Perform all assigned duties in a safe and productive manner.
Disability Management Advocate - EDMP
PHSA
Vancouver, BC
01.2024 - 01.2029
- Managed caseloads effectively, ensuring all clients received timely and personalized assistance.
- Engaged in continuous professional development to stay informed on advocacy best practices and emerging issues.
- Conducted sensitivity and awareness training for professionals and institutions, promoting inclusivity and understanding.
- Remained highly organized and detail-oriented while working on several cases simultaneously.
- Provide early and ongoing support to employees' connection with the workplace, and/or return to work in a safe and timely manner.
- Support employees from the time they are out of the workplace or struggle at work through treatment, RTW planning, possibly LTD, and accommodation if required.
Supervisor/Analyst
PHSA
Surrey, BC
03.2023 - 01.2024
- Coordinated with other departments to ensure smooth flow of work processes and communication.
- Evaluated existing processes regularly for potential optimization opportunities.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Provided training and guidance to team members on operational procedures and best practices.
- Developed and enforced safety protocols, significantly reducing workplace accidents.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Addressed customer concerns with suitable solutions.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Managed scheduling, training and inventory control.
- Planned delivery routing, team workflows, and promotional initiatives.
Purchasing Assistant
Fraser Health Authority
Langley, Canada
02.2005 - 01.2012
- Produces standard purchasing documentation, including purchase orders and offers/tenders, by entering data into the computer, summarizing offer/tender quotation results utilizing spreadsheet software packages and mainframe applications, and preparing and printing relevant reports.
- Maintains department computer databases, for example, vendor and inventory lists, by determining and entering complete, current information.
- Contacts suppliers for information such as price, delivery dates, quality, suitability, and taxes; selects suppliers, negotiates prices and delivery dates, and places orders for a variety of equipment, supplies, and services either by telephone, in person, or electronically, utilizing the computerized purchasing system, the Internet, or other computerized software; and maintains related files and records.
- Solicits and analyzes quotations from vendors in terms of price, quality, and conformity to specifications, and negotiates resultant supplies and services contracts and/or places purchase orders.
- Monitors compliance with contractual terms and conditions, and carries out follow-up activities, such as monitoring delivery dates, resolving shipping problems, and expediting late deliveries by responding to inquiries and complaints, investigating order discrepancies, reviewing backorder situations, making price adjustments, and arranging for credit, return, or exchange as appropriate; mediates disputes that may arise between parties.
- Maintains purchasing filing systems, such as lease service contract files, purchase requisitions, and purchase orders.
- Places predetermined purchase orders with designated suppliers.
- Provides information and solutions to customers
Health Records
Fraser Health Authority
New Westminster, Canada
11.2003 - 02.2005
- Retrieves and files patient records from files and permanent storage for a variety of purposes including patient care, release of information and chart review.
- Maintains records by performing duties such as assembling charts into a standard order, verifying that all records have been received, combining new with old charts, and attaching loose reports.
- Maintains records control by ensuring that all records are signed out in the tracking program according to established policy and procedures.
- Processes requests for copies of records by following current legislative and hospital policies including preparing records, photocopying, preparing covering letters, and recording within the computerized Release of information system, completing statements of accounts.
- Performs duties as required related to the Freedom of information and Protection of Privacy Act such as scanning health records for third party information and severing.
- Verifies patient care level and unique unit number assignment for all records processed by reviewing documentation.
- Performs quantitative analysis to ensure completion by physicians; assists physicians with chart completion.
- Delivers patient records to the appropriate departments.
- Scans, indexes, stores and retrieves patient health information via manual system and/or electronic methods.
Resident Care Aide
Fraser Health Authority
New Westminster, Canada
01.1993 - 04.2001
- Recognized resident/clients as unique individuals with unique cultural, spiritual and psychosocial needs.
- Advocated for the resident/clients and observe and collaborate with the team to report any changes in the residents/client’s condition as well as any residents/clients’ needs or concerns.
- Engage in activities of daily living and respond to residents/clients’ needs for assistance with bathing, dressing, meal service, grooming, and porter, while respecting the residents/client’s choice.
- Provided quality service according to the care plan and the GSS/GSC Standards of Care including development and updating of care guides/plans.
- Promoted teamwork by helping others as a peer coach through the sharing of knowledge and experience to enhance residents/client’s care.
Education
Long Term Care Citation -
Kwantlen College University
01.1990
High school Graduate -
Maple Ridge High school
01.1987
Medical Terminology Certificate -
Microsoft Applications – Certificates -
Windows Level 1 & 2 Certificate -
Excel 1 & 2 Certificate -
Microsoft Word 1 & 2 Certificate -
Unit Clerk courses -
Medical Billing courses -
Skills
- 25 years of customer and client service experience
- 10 years of clerical support
- 8 years of purchasing experience
- 8 years of experience using various in-house databases, including Meditech, PeopleSoft, Trakstar, Data Express, and HealthPro
- Cost and budget analysis
- Demonstrated leadership abilities, critical thinking, and the confidence to make sound decisions
- High level of attention to detail and accuracy
- Well-versed in Excel functions, data pulls, pivot tables, and spreadsheet presentations
- Typing skills of 54 words per minute
- Created exception, expediting, and usage reports
- RFQ and RFP experience
- Completion of Care Aide diploma
- Acclaimed for having strong initiative, being extremely adaptable, and being a dependable employee
HEU Opportunities
- Chairperson, 2022
- Secretary- Treasurer, 2023
- Psychological Health & Safety Committee Alternate
- Violence Prevention Advisory Committee Alternate
- Shop Steward Workshop
- Shop Steward, 2015
- Chief Shop Steward Workshop – CSS, 2009, 2010, 2011, 2013
- OH&S Workshop, 2015
- OH&S Local Representative, 2017
- Fraser Regional Workshops
- Resolution Committee Member
- Table Officer Workshops
- Chairperson, 2012, 2013, 2014, 2016-2017, 2021, 2022
- HEU Convention Member
- NWDL Delegate, 2015
- NWDL Social Committee Member, 2016-2017
- BC FED Delegate
- Labor Day Volunteer
- Aware of EDMP Policy & Procedures and Confidentiality & Privacy Policy
- HEU GRTW Representative
- HEU Duty to Accommodate Advocate & Representative
Certification
- Mental Health First Aid Certificate - 2025
Timeline
Disability Management Advocate - EDMP
PHSA
01.2024 - 01.2029
Supervisor/Analyst
PHSA
03.2023 - 01.2024
Operations Clerk – Vaccinate BC Provincial Project
Provincial Health Services Authority
01.2021 - Current
Operations Clerk/ Warehouse Attendant/ Warehouse Receiving
Provincial Health Services Authority
01.2012 - Current
Purchasing Assistant
Fraser Health Authority
02.2005 - 01.2012
Health Records
Fraser Health Authority
11.2003 - 02.2005
Resident Care Aide
Fraser Health Authority
01.1993 - 04.2001
Long Term Care Citation -
Kwantlen College University
High school Graduate -
Maple Ridge High school
Medical Terminology Certificate -
Microsoft Applications – Certificates -
Windows Level 1 & 2 Certificate -
Excel 1 & 2 Certificate -
Microsoft Word 1 & 2 Certificate -
Unit Clerk courses -
Medical Billing courses -
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