Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lily Hayward

Victoria,Canada

Summary

Dynamic professional with extensive experience at the University of Victoria, excelling in customer service and team leadership. Proven ability to manage electronic medical records and coordinate care, while demonstrating exceptional communication skills. Recognized for enhancing operational efficiency and fostering positive relationships in fast-paced environments. Proficient in MS Office and EMR systems.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Student Welcome Team – Front Desk

University of Victoria Student Wellness Centre
Victoria, BC
01.2023 - Current
  • In my role at the Student Wellness Centre, I serve as the first point of contact for students seeking physical and mental health services, providing compassionate and professional support while coordinating care through effective triage and appointment scheduling. I assess presenting concerns, ensure appropriate follow-up with practitioners, and manage two electronic medical record systems (Accuro and Titanium) to maintain accurate clinical records and streamline access to care.
  • I provide students with current information on clinic services, internal and external referrals, and community resources, while responding to a high volume of inquiries via phone, email, and in person. I work closely with a diverse team of practitioners—including counselors, physicians, and nurses—to coordinate care, especially for students experiencing emotional crises, and I use trauma-informed de-escalation strategies to ensure safety and support.
  • In addition to front-line reception duties, I oversee student information management and ensure strict confidentiality while handling sensitive medical data using systems such as Banner and FAST. I process invoices and payments, verify medical coverage, assist with billing inquiries, and support the transition from paper to electronic documentation.
  • I also support clinical operations by preparing exam rooms, sterilizing medical instruments, collecting lab specimens, and assisting students with medical intake. I contribute to building operations by identifying maintenance needs, managing safety procedures, and serving on the Centre’s safety committee.
  • I run the administrative operations for both our Gender Affirming Care services and our Harm Reduction program. This includes coordinating appointments and documentation for gender-affirming care, as well as leading the ordering and distribution of harm reduction supplies across campus and for the Camosun College Harm Reduction Centre. I am the main point of contact for supply management and distribution in these areas.
  • Additionally, I helped launch and grow the Student Wellness Centre’s social media presence by filming and producing content to increase student engagement and awareness of available health and wellness resources. I support various office functions, including ordering and maintaining supplies, creating print and digital materials, and assisting with financial and clerical tasks, such as invoice processing and supply requisitions. This role requires strong multitasking, a high level of professionalism, and the ability to provide inclusive, trauma-informed support in a fast-paced healthcare environment.
  • CUPE 951- Full Time Term Position

Supervisor – Membership Services

University of Victoria CARSA
Victoria, BC
01.2022 - 01.2023
  • The supervisor of Membership Services plays a pivotal role in overseeing and providing guidance to our dedicated team of Membership Services student staff. In this role, the primary responsibilities include supervising and training our student staff, ensuring compliance with internal controls, cash handling, PCI compliance, and operational policies and procedures.
  • The supervisor is the go-to person for handling escalated customer service issues in the absence of the Membership Services Coordinator. This involves not only addressing customer concerns but also following up with appropriate actions to resolve any outstanding issues. Additionally, the supervisor has the authority to process refunds and provide necessary overrides when the coordinator is unavailable.
  • Administrative support is also a key component of the supervisor's role. Assisting the coordinator with various administrative tasks related to membership services, as well as facilitating the reservation system check-in process. Furthermore, the supervisor collaborates with the coordinator to ensure adequate staffing for operational needs and to assist in fulfilling event requirements.
  • CUPE 951 - Regular

Front Desk Clerk - Membership Services

University of Victoria CARSA
Victoria, BC
01.2021 - 01.2022
  • The CARSA Membership Services job involves providing access to Vikes Athletics and Recreation facilities, managing various activities and events, offering event ticketing, fitness memberships, and supporting the overall operation of the department.
  • The Front Desk Clerk in this role must ensure exceptional customer service, operational efficiency, safety, and professionalism, while also working flexible hours, including evenings and weekends, to meet the needs of the facility and its patrons.
  • Processed payments and handled cash transactions efficiently.
  • Managed phone inquiries and provided accurate information promptly.
  • Assisted with event registration and check-in procedures systematically.
  • Collaborated with team members to improve customer service practices consistently.

Hygiene Assistant/Sterile Bay Organizer

Chemong Family Dental
Peterborough, ON
01.2019 - 06.2021
  • Provide patient assistance for the hygienists. Charting and documenting patient dental results. Responsible for the sterilization and organization of all instruments for the office.
  • Prepared treatment rooms and sterilized dental instruments for use.
  • Educated patients on oral hygiene practices and post-treatment care.
  • Managed inventory of dental supplies to ensure availability for treatments.
  • Maintained a clean and organized workspace in accordance with safety standards.
  • Supported front office staff with patient check-in and insurance verification tasks.
  • Communicated effectively with team members to enhance patient care experience.
  • Performed general housekeeping duties such as sweeping, mopping floors, vacuuming carpets, dusting furniture.
  • Tracked patient records, verified confidentiality, accuracy and completeness of data and controlled access to records.
  • Stocked supplies in patient rooms, bathrooms and other areas as needed.
  • Welcomed and guided patients during appointments and managed patient flow through facilities and procedures.
  • Assisted in the transition of paper charts to electronic.

Sales/Cashier

Sephora
Kitchener, ON
09.2017 - 01.2019
  • Seasonal part-time. Worked as a team player as part of the “cast” at Sephora while attending school.
  • Assisted customers with product selections and provided recommendations.
  • Maintained an organized and visually appealing sales floor environment.
  • Handled cash and electronic payments with accuracy and attention to detail.
  • Managed inventory levels by restocking shelves and organizing displays.
  • Provided exceptional customer service by addressing inquiries and resolving issues.
  • Collaborated with team members to create a positive shopping experience.
  • Adhered to company policies for sales, returns, and exchanges consistently.
  • Greeted customers promptly and asked detailed questions to quickly determine needs.
  • Processed customer transactions efficiently at a leading beauty retailer.

Education

B.A. - Sociology

University of Victoria
Victoria, BC
01-2023

Bachelor of Arts - (transfer credits)

Trent University
Peterborough, ON
01-2023

Dental Assisting

Durham College
Oshawa, ON
01-2017

Pre-Health

Algonquin College
Ottawa, ON
01-2015

Skills

  • Customer service: able to work well in a fast-paced environment with efficiency and a polite manner Treat each customer with care and respect to ensure a positive experience Team-oriented, with excellent verbal communication, and customer awareness
  • Communication and presentation: charismatic communicator in speech and in writing Build lasting relationships with both peers and customers Attention to detail and accuracy Quick “on the spot thinker” that’s friendly and patient with all age groups
  • Organization / Computer Skills: Microsoft MS TEAMS, BANNER, EMR (Accuro and Titanium) MS OFFICE and GOOGLE platforms Outstanding time-management and organizational abilities Technical proficiencies include Microsoft Office Suite and social media
  • Key Strengths: Excellent organizational and time management skills, attention to detail, strong communication and interpersonal abilities, the ability to multitask and prioritize effectively, proficiency in various computer software programs (including MS TEAMS, BANNER), and the ability to work independently and as part of a team

Certification

  • The Indigenous Safety in Healthcare (ISH) program 2024
  • OHSE- Awareness and prevention of workplace bullying, harassment and discrimination 2024
  • Leading with Intelligence 2024
  • Indigenous Culture Acumen Training (ICAT) 2024
  • CC34: Holding Difficult Conversations 2023
  • Standard First Aid CPR/AED – Level C 2024
  • WHIMIS 2016
  • Smart Serve 2019

Timeline

Student Welcome Team – Front Desk

University of Victoria Student Wellness Centre
01.2023 - Current

Supervisor – Membership Services

University of Victoria CARSA
01.2022 - 01.2023

Front Desk Clerk - Membership Services

University of Victoria CARSA
01.2021 - 01.2022

Hygiene Assistant/Sterile Bay Organizer

Chemong Family Dental
01.2019 - 06.2021

Sales/Cashier

Sephora
09.2017 - 01.2019

B.A. - Sociology

University of Victoria

Bachelor of Arts - (transfer credits)

Trent University

Dental Assisting

Durham College

Pre-Health

Algonquin College

Similar Profiles

CREATE PROFILE
Lily Hayward