Mala Sasikanthan
Scarborough,Canada
Summary
Healthcare operations professional with over 10 years of experience in client services, workforce scheduling, and care coordination within community healthcare environments. Proven ability to oversee high-volume scheduling operations, resolve complex client care issues, and support administrative teams to ensure timely, person-centered service delivery. Experienced in EMR systems, privacy compliance, and process improvement initiatives. Currently pursuing a diploma in Health Information Management and CHIMA certification.
Overview
21
21
years of professional experience
Work History
Team Assistant, Patient Services
Ontario Health atHome
Toronto, Canada
04.2013 - Current
- Coordinate high-volume scheduling for field clinicians and service providers, ensuring alignment with client care plans and staffing availability.
- Provide day-to-day operational guidance and support to coordinators and administrative team members to maintain workflow efficiency.
- Resolve complex scheduling conflicts and urgent client care issues to ensure continuity of service and high satisfaction levels.
- Communicate schedule updates and service changes clearly to clients, families, and field staff.
- Maintain accurate electronic documentation within EMR systems, ensuring compliance with privacy and quality standards.
- Contribute to workforce planning adjustments to address service gaps, staffing shortages, and changing client needs.
- Support onboarding and training of new staff on scheduling processes and documentation standards.
- Streamlined intake and consent documentation workflows, improving efficiency and reducing processing errors.
Manager Assistant
Ontario Health atHome
Toronto, Canada
10.2016 - 01.2017
- Supported leadership in coordinating scheduling, logistics, and team operations for chronic disease management programs.
- Facilitated communication between interdisciplinary teams and community partners to ensure seamless service delivery.
- Assisted with staff coordination and scheduling adjustments to meet program demands.
- Compiled and analyzed operational reports to support service improvements and quality initiatives.
- Organized materials and session planning for both in-person and virtual programs.
Service Coordinator
Saint Elizabeth Health Care
Whitby, Canada
01.2012 - 04.2013
- Supervised and coordinated scheduling for a team of 60+ field staff, balancing client acuity, staff availability, and service priorities.
- Managed services for 180+ households monthly while maintaining client satisfaction rates above 95%.
- Resolved urgent scheduling conflicts and escalated complex client concerns to management as appropriate.
- Maintained accurate visit tracking, billing, and EMR documentation.
- Provided operational guidance to field staff regarding scheduling updates, policies, and procedures.
- Supported recruitment and onboarding coordination for new field employees.
Medical Recruiter, Client Care Centre
Pharma Medica Research Inc.
Toronto, Canada
08.2010 - 12.2012
- Recruited and enrolled participants for clinical trials while ensuring compliance with regulatory standards and protocols.
- Maintained participant databases and coordinated with cross-functional teams to ensure data accuracy and streamline reporting.
- Facilitated informed consent processes and addressed participant inquiries to improve engagement and ensure compliance.
Receptionist
Hope Medical Clinic
Toronto, Canada
09.2005 - 01.2010
- Managed patient scheduling, registration, and inquiries, ensuring confidentiality and accuracy in documentation.
- Streamlined front desk workflow and coordinated daily operations support for physicians and administrative staff.
- Greeted patients and visitors warmly upon arrival at the medical clinic.
- Managed phone calls and scheduled appointments for patients efficiently.
- Maintained patient records and ensured confidentiality in compliance with regulations.
Education
CHIMA - Health Information Management
Trios College
04.2027
Administrative Assistant Diploma -
Trios College
01.2011
Skills
- Workforce & high-volume scheduling coordination
- Client service operations & conflict resolution
- Team support, training & workflow oversight
- EMR/EHR documentation & data accuracy
- Privacy & regulatory compliance
- Interdisciplinary collaboration
- Microsoft Office & scheduling systems
- Bilingual: English & Tamil
Timeline
Manager Assistant
Ontario Health atHome
10.2016 - 01.2017
Team Assistant, Patient Services
Ontario Health atHome
04.2013 - Current
Service Coordinator
Saint Elizabeth Health Care
01.2012 - 04.2013
Medical Recruiter, Client Care Centre
Pharma Medica Research Inc.
08.2010 - 12.2012
Receptionist
Hope Medical Clinic
09.2005 - 01.2010
CHIMA - Health Information Management
Trios College
Administrative Assistant Diploma -
Trios College