Marci Coutts

• Clerical Responsibilities
• Assist residents, families and staff with inquiries
• Photocopy and distribute nursing reports as required
• Ensure staff phone lists are current
• Provide clerical assistance to the nursing units – typing unit meeting minutes, revising work sheets
• Ensure EMO information is current (books, resident tags)
• Process order forms and purchase orders for medical supplies
• Scheduling of staff
• As lead scheduler provides direction for scheduling for nursing, dietary and environmental departments
• Prepare daily time schedules for the nursing, dietary and environmental departments
• Replace staff sick calls
• Process staff requests for the time changes to the active schedule
• Medical Records(admission, transfers, deaths)
• Prepare resident charts for the office and input resident data into computer system
• Assist with the photocopying and faxing of information for transfers to hospital and other homes
• Send appropriate death/discharge forms to Dept

Of Health and Revenue Canada

• Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
• Dismantle and organize charts for terminal filing
• Liaison with Unit Managers to organize resident Continuing Care Conference, contact families, distribute, post the schedule and maintain the file
• Resident Admissions
• Prepare information package for resident
• Volunteered to help with special projects of varying degrees of complexity.
• Meet with resident, family or power of attorney for proper signing of documents
• Answer questions related to admission procedures
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
• Developed and updated spreadsheets to track, analyze, and report on resident charges .

• Responsible for all functions related to the efficient and accurate processing of patient information
• Registration, admission, transfer and discharge of all clients/patients
• Performs general clerical duties such as filing, photocopying, faxing and scanning of documents
• Carries out courteous and efficient switchboard/hospital communication functions, including the use of emergency and paging systems

• Perform general reception duties, including telephone contact with public and staff
• Receive and respond to inquires and requests, both on the phone and in person, exercising sound judgment, courtesy and confidentiality
• Complete client bookings and registrations for collaborative team clinics
• Book clinic dates in collaboration with the collaborative practice teams
• Ensures complete and accurate billing for the practice
• Organize patient charts, picks up charts from health records and completes transcription related to patient care
• Perform general clerical duties such as filing, photocopying and maintaining sufficient inventory of supplies
• Provide program assistance which may include brochure development, planning and coordination of launches, educational sessions and other special events as related to various projects
• Assist with the planning and organization of various meetings as requested by management team
• Collect data, performs data entry and maintains other relevant information as required, Electronic Medical Record (EMR)and generates statistical reports as required
• Work with minimal supervision, using sound judgment to make decisions
• Responsible to hold in confidence all matters pertaining to clients, staff and the NP Service

• Maintaining updated and accurate schedules
• Processes vacation requests and time off requests.
• Records and maintains contact information for staff and suppliers
• Assists with document production and copying of materials required by the nursing department
• Attends meetings as recording secretary as required and requested
• Assists with resident admission process and documents
• Order, receives, stores and controls all medical/nursing supplies and equipment
• Conducts inventory of such materials as required
• Liaises with suppliers and service providers of above noted materials

• Maintaining updated and accurate schedules and saving on the designated online drive
• Processing all time off requests and shift trades in accordance with the collective agreements
• Maintain a working knowledge of multiple collective agreements
• Support the on-boarding of new staff through educating on scheduling process, request for time off
• Provide set up and training to new and existing staff on the set up of the devices and features
• Schedule staff to clinics, committee meetings, training and education
• Collaborates with the Workforce Management Analyst to review data trends and staffing levels
• Acts as a resource for the site with hand held devices and keeps inventory
• Provide troubleshooting assistance to staff on the devices and CellTrak application and escalate when necessary
• Attend local labour management meetings as required

• Responsible for answering the phone and making appointments
• Giving estimates/quotes for services offered
• Checking technicians schedules and making appropriate changes
• Responding to customers concerns and questions regarding pest control
• Calculating commission for each pay period

• Responsible for the morning coverage of the front desk which includes providing a welcoming customer service to clients and other guests, scheduling/checking in clients, assisting new clients fill out appropriate paperwork, data entry, answering the phone, taking messages, printing faxes and giving to the appropriate staff, organizing internal meetings for facility staff
• Responsible for communication with the clinicians regarding treatment plans
• Responsible for ordering supplies for the office
• Accountable for billing; processing payments (cash/credit or healthcare provider)
• Responsible for daily deposit automation, matching GL transaction report to deposit automation
• Maintains cash flow ledger and petty cash
• Prepares month end AR invoices, preparation of WCB invoices and collection activities
• Manages AP (including recording invoices and payment)
• Provides information as required to regional and corporate groups

• Responsible for training new After Hour Coordinators
• Responsible for reconciling the calls made by PSWs for the IVR (Interactive Voice Response) system
• Reported technical issues/office disruptions using an incident reporting system, and manage any follow-up
• Responsible for entering vacations/change of availability for PSWs into Q-care data management system and record onto spreadsheet
• Ordered custom stationary for office/therapy team members
• Completed data entry for the therapy department
• Collected therapists’ charts and record information on a spread sheet for chart audits
• Archived charts for the therapy department
• Corrected any errors made in discharged therapy charts prior to archiving
• Performed patient satisfaction surveys for the therapy department via telephone and mail-outs

• Responsible for supporting Personal Support Workers out in the field, including providing direction during difficult client situations.
• Download and accept offers and referrals from the CCAC
• Create and maintain schedules for client visits and enter PSWs into shifts
• Document all communication with clients and PSWs
• Contact Nurses and Therapy team members after hours for emergency calls for Hamilton, Norfolk, Niagara and Guelph.
• Manage sick calls from PSWs and find replacements in the field.