LISA ONG
Markham,Canada
Summary
Highly accomplished and proactive management professional with 20 years of progressive experience across the hospitality, retail, and wellness industries. Proven leader with strong coaching and mentoring abilities, dedicated to enhancing client satisfaction and building lasting relationships. Seeking to leverage extensive expertise in customer service and wellness education to contribute to an expanding business with innovative strategies.
Overview
25
25
years of professional experience
Work History
Patient Coordinator
Atlas Physiotherapy & Health
01.2024 - Current
- Managed patient scheduling and optimized patient flow to ensure efficient clinic operations.
- Coordinated seamlessly with healthcare providers to facilitate comprehensive patient care.
- Resolved patient inquiries and concerns promptly and professionally, enhancing satisfaction.
- Verified patient insurance coverage and secured necessary pre-authorizations.
- Maintained accurate electronic medical records, ensuring data integrity and compliance.
- Assisted with billing and coding processes, contributing to financial accuracy.
- Proficient in Telus Health, Jane App Software, EHC, MVA, and WSIB procedures.
Exercise Coach/Personal Trainer/Founder
STAGES FITNESS & WELLNESS
07.2017 - Current
- Provided comprehensive fitness and wellness services, specializing in Pre/Post Natal, Teen, and Senior Exercise.
- Designed and implemented tailored fitness and wellness plans for diverse individuals and groups.
- Assigned and monitored exercise routines, tracking client progress and adapting plans as needed.
- Delivered training both in-person and online, ensuring accessibility and consistent client support.
- Supported clients through group sessions, daily communication, and personalized goal-setting.
- Educated clients on preventive care, nutrition, body mechanics, fitness, and stress management.
- Motivated and guided individuals through cardiovascular exercise, strength training, and stretching activities.
Administrative Assistant (Temporary)
Charlie’s Pharmers’ Market
05.2023 - 10.2023
- Coordinated and scheduled meetings for senior management and employees, optimizing calendars.
- Efficiently managed administrative tasks and provided comprehensive remote support.
- Utilized digital tools and platforms to streamline workflows and enhance operational efficiency.
- Organized and participated in company meetings involving staff, affiliates, and suppliers.
- Maintained strong relationships with internal and external contacts.
- Booked travel arrangements and managed expense report submission and reconciliation.
Office Administration
Clinic of Applied Muscle Tracing
02.2019 - 01.2022
- Maintained thorough and accurate records of all incoming telephone messages, email correspondence, and appointments.
- Submitted claims via Telus Health, Jane, and Cliniko platforms.
- Supported therapists with billing and payment processing.
- Completed accurate end-of-day and weekly account balances.
Receptionist
Better Body Fitness & Wellness Centre
07.2017 - 06.2018
- Provided exceptional care to new and existing patients, ensuring a positive experience.
- Scheduled patient appointments efficiently and communicated frequently with providers regarding emerging issues.
- Submitted electronic claims via Telus Health, demonstrating familiarity with extended health care benefits, WSIB, and MVA claims.
- Coordinated with providers to ensure efficient treatment plans for patients.
- Maintained and monitored office supply inventory.
- Delivered administrative support to therapists, including faxing, document organization, and scheduling.
Store Support Supervisor
Whole Foods Market
05.2016 - 07.2017
- Collaborated closely with Team Leaders to ensure the seamless operation of the Front End Team.
- Provided exemplary customer service and supported leadership in maintaining regional standards.
- Applied extensive knowledge of register systems, cash handling procedures, and regulations.
- Actively managed front-end workflow and customer flow, reporting performance and policy issues.
- Oversaw team performance and effectively resolved difficult customer situations.
- Created labor schedules to optimize productivity while meeting departmental needs.
- Communicated team concerns and performance feedback.
- Provided corrective coaching and mentoring to team members.
- Ensured adherence to safety and security standards, complying with all applicable health and sanitation procedures.
- Managed shift scheduling and maintenance.
- Supervised and delegated tasks to Front End Team Members.
- Assisted in training new Team Members, utilizing learning checklists and training materials.
- Supported national, regional, and store programs.
Assistant Store Manager
Starbucks Coffee Company Canada
11.2015 - 07.2016
- Assisted the Store Manager in executing comprehensive store operations.
- Collaborated to achieve targeted business goals and objectives.
- Led daily operations, including preparing deposits, directing staff according to customer flow, and ensuring an excellent customer environment.
- Responsible for store opening and closing procedures.
- Planned, identified, and delegated appropriate responsibilities to partners to ensure satisfactory operational flow.
- Mentored new partners, fostering a positive store culture.
- Followed merchandising guidelines to create visually appealing displays.
- Developed positive team relationships by understanding and addressing individual motivations, needs, and concerns.
- Provided coaching and direction to the store team to achieve operational goals.
- Reviewed store environment and key business indicators to identify opportunities for improvement.
- Managed food and beverage profits and losses, and controlled inventory, cost of goods, and labor costs.
- Maintained daily, weekly, and quarterly financial reports.
- Ensured accurate and consistent cash handling and register functions.
- Approved and processed payroll using SAP.
- Ensured suitable ordering and stocking of supplies, materials, and merchandise.
- Reviewed new product information and details to partners.
- Maintained store operations, financial contribution, and partner development.
Clinic Manager
Shape Health & Wellness Centre
10.2012 - 11.2015
- Oversaw and managed a team of approximately 10 members and therapists.
- Responsible for recruiting, onboarding, development, and training of the service team.
- Prepared and conducted staff performance reviews.
- Established and enforced all safety policies and procedures.
- Oversaw management of purchase orders, member billings, internal audits, and MVA claims.
- Obtained, reviewed, and responded to member feedback and concerns.
- Created weekly and monthly business reports.
- Ensured exceptional patient care and service delivery.
- Prepared annual budgets and conducted quarterly re-forecasting.
- Maintained awareness of industry and competitor trends through annual competitive analysis.
- Developed new programming and promotions for the clinic.
- Assisted with research and development initiatives.
- Played a significant role in marketing and promoting SHAPE to clients, media, community, and medical professionals.
- Managed inventory, updated reports, maintained treatment unit history, and contributed to program development.
- Provided weekly reports to the Clinic Director and Chief Financial Officer.
Club Administrator
GoodLife Fitness Clubs of Canada
06.2011 - 09.2012
- Set departmental goals and objectives.
- Approved all agreements, upgrades, cash handling, and non-financial transactions.
- Reconciled petty cash and completed reimbursement requests.
- Managed club inventory.
- Tracked equipment maintenance and repair requests.
- Processed payroll.
- Trained new associates on the club's in-house system.
- Assisted in resolving issues for club associates and members.
- Performed administrative duties as assigned by the General Manager.
Member Consultant
GoodLife Fitness Clubs of Canada
12.2010 - 04.2011
- Responsible for new membership prospecting and personal training sales.
- Built relationships, determined client goals, and educated on positive lifestyle adjustments.
- Led presentations with corporate partners on current fitness trends.
- Maintained knowledge of health and nutrition to successfully guarantee client results.
- Supported and participated in all community relations events.
- Followed up on outstanding and overdue accounts.
- Handled member complaints in a prompt, courteous, and professional manner.
Concierge / Guest Services Agent
Park Hyatt Hotel
06.2006 - 11.2010
Front Desk Agent
Park Hyatt Hotel
05.2004 - 05.2006
Aesthetician
Stillwater Spa / Park Hyatt Hotel
05.2002 - 05.2004
New Agreements / Client Services Representative
TD Bank
01.2001 - 01.2003
Education
Certified Personal Trainer -
International Sports Sciences Association (ISSA)
Certified Nutritionist -
International Sports Sciences Association (ISSA)
The Science of Well-Being - Online Nutrition And Lifestyle
Yale University
Pre/Post Natal Exercise Specialist -
CanFit Pro
The Art And Science of Personal Training -
Certified Personal Trainers Network (CPTN)
Social Work -
Centennial College
Theory and Skills -
Sir Wilfrid Laurier Collegiate Institute
Skills
- Patient scheduling
- Insurance verification
- Electronic medical records
- Billing and coding
- Telus Health software
- Patient communication
References
References Available Upon Request
Timeline
Patient Coordinator
Atlas Physiotherapy & Health
01.2024 - Current
Administrative Assistant (Temporary)
Charlie’s Pharmers’ Market
05.2023 - 10.2023
Office Administration
Clinic of Applied Muscle Tracing
02.2019 - 01.2022
Exercise Coach/Personal Trainer/Founder
STAGES FITNESS & WELLNESS
07.2017 - Current
Receptionist
Better Body Fitness & Wellness Centre
07.2017 - 06.2018
Store Support Supervisor
Whole Foods Market
05.2016 - 07.2017
Assistant Store Manager
Starbucks Coffee Company Canada
11.2015 - 07.2016
Clinic Manager
Shape Health & Wellness Centre
10.2012 - 11.2015
Club Administrator
GoodLife Fitness Clubs of Canada
06.2011 - 09.2012
Member Consultant
GoodLife Fitness Clubs of Canada
12.2010 - 04.2011
Concierge / Guest Services Agent
Park Hyatt Hotel
06.2006 - 11.2010
Front Desk Agent
Park Hyatt Hotel
05.2004 - 05.2006
Aesthetician
Stillwater Spa / Park Hyatt Hotel
05.2002 - 05.2004
New Agreements / Client Services Representative
TD Bank
01.2001 - 01.2003
Certified Personal Trainer -
International Sports Sciences Association (ISSA)
Certified Nutritionist -
International Sports Sciences Association (ISSA)
The Science of Well-Being - Online Nutrition And Lifestyle
Yale University
Pre/Post Natal Exercise Specialist -
CanFit Pro
The Art And Science of Personal Training -
Certified Personal Trainers Network (CPTN)
Social Work -
Centennial College
Theory and Skills -
Sir Wilfrid Laurier Collegiate Institute
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