Melissa McFarlane
Mississauga,ON
Summary
Dedicated professional with strong customer service experience with 5 years experience conducting interviews and summarizing data with speed, accuracy and efficiency. Ability to connect with clients with ease to provide thoughtful an compassionate assistance. Strong advocate for those in need and committed to provide best possible service.
Overview
11
11
years of professional experience
Work History
COVID 19 HOTLINE REPRESENATIVE
The City Of Hamilton
01.2021 - Current
- Responded to customer questions via telephone and written correspondence regarding COVID-19 vaccines
- Answers phone calls and completes interviews each day with potential clients by asking detailed questions and provides new clients with instructions on how to obtain COVID-19 vaccines
- Expertly receives, assesses, refers, and answers inquiries from public, workplaces, and healthcare providers in response to COVID-19 pandemic
- Utilizes advanced computer and shared resource tools to access relevant information, and stays up-to-date with new developments by closely monitoring team chats, emails, and phone messages
- Continuously monitors current events through media to stay informed on public health and safety issues such as local COVID-19 situation, local and provincial restrictions, and public meetings such as Council and information sessions
- Quickly recognizes trends and changes in types of calls or questions, and takes proactive action by notifying appropriate parties
- Carefully records and documents calls in computerized database, adhering to all privacy policies and guidelines
- Works in compliance with all applicable legislation and City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety for best protection of public and staff.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks
Legal Receptionist
Tricia Simon Law
01.2019 - 01.2020
- Drafted criminal, family and immigration efficiency and accuracy
- Worked with litigation management software systems.
- Enhanced client satisfaction by providing exceptional front desk services and maintaining professional atmosphere in reception area.
- Improved accuracy of client information by maintaining up-to-date records in firm's database system.
- Handled client inquiries in professional and timely manner, resulting in high level of customer satisfaction and trust in firm.
- Successfully juggled competing priorities and deadlines, ensuring that all tasks were completed accurately within required timeframe.
- Demonstrated professionalism in handling confidential information, ensuring privacy for clients and firm.
- Facilitated effective communication between attorneys, paralegals, and clients by managing phone calls, emails, and messages promptly.
Triage Assessment Officer
MOHLTC
12.2018 - 12.2019
- Consistently received and handled external/internal calls, emails, and Critical Incident Reports, as well as complaints regarding Long-Term Care Homes
- Analyzed received information and conducted inquiries under Long-Term Care Homes Act to ensure compliance with regulations and statutes
- Gathered and collected information from complainants, informants, or other sources to effectively assess and evaluate situations
- Rapidly tracked and triaged intake of all information to determine non-compliance with legislation, regulations, and statutes
- Evaluated, assessed, and thoroughly documented immediate risk of potential harm to resident health, safety, and welfare.
RPN Supervisor
Bridton Healthcare
07.2013 - 12.2017
- Consistently acted as strong advocate for patients and their families, ensuring that their needs were met while navigating complex healthcare systems
- Facilitated smooth transitions of care for patients between departments or facilities by maintaining clear communication channels with all stakeholders involved.
- Streamlined nurse scheduling, ensuring adequate coverage and minimizing overtime expenses
- Ensured accurate documentation of patient information in electronic medical records system for optimal data integrity and accessibility across healthcare providers
- Consistently processed new and existing referrals for patients requiring community care and responded promptly to inquiries by phone from clients and other stakeholders
- Communicated effectively with visiting nurses via phone or email to ensure that were informed of any changes to patients' care plans
- Thoroughly reviewed and evaluated each referral to determine appropriate placement on care team, ensuring that patients received best possible care
- Analyzed and documented referral information, demographic data, and clinical investigation reports to make informed decisions about patients' care
- Maintained accurate and up-to-date records for each patient, ensuring that all information was current and easily accessible.
Education
Associate of Arts - Paralegal Studies
Humber College
Toronto, ON08.2020
Skills
- Knowledge and understanding of poverty and available community resources to address this challenge in community
- Demonstrated analytical, interpersonal, time management, and organizational skills
- Customer service, friendly and helpful, with ability to engaging with diverse customers
- Capability to function in rapid, high-capacity setting with customers who could be experiencing distress
- Have capability to travel in and around Halton for outreach activities
- Possess ability to handle multiple tasks simultaneously, be proactive, think creatively to solve problems, handle various deadlines, and work both independently and collaboratively in team setting
- Ability to conduct assessments, provide information, screen, enroll, and orient new clients
- Proficient with MS Word, Excel, PowerPoint, Outlook with ability to acquire knowledge of new software
- Capability to collaborate with service providers and organizations in local community
Additional Information
References
Available upon request
Timeline
COVID 19 HOTLINE REPRESENATIVE
The City Of Hamilton
01.2021 - Current
Legal Receptionist
Tricia Simon Law
01.2019 - 01.2020
Triage Assessment Officer
MOHLTC
12.2018 - 12.2019
RPN Supervisor
Bridton Healthcare
07.2013 - 12.2017
Associate of Arts - Paralegal Studies
Humber College
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