Monira Bikienga

• Oversaw all administrative operations to ensure efficient clinic functioning, prioritizing client-centered care and professionalism.
• Led and supported a diverse administrative team by fostering clear communication and creating an open environment for sharing ideas and concerns.
• Supervised staff, conducted performance reviews, and provided ongoing coaching to enhance their skills and professional development.
• Introduced and implemented innovative ideas and systems that were fully adopted by the directors, significantly improving operational efficiency and effectiveness.
• Managed day-to-day operations, maintaining high standards of cleanliness and organization while developing efficient workflows for administrative processes.
• Ensured the smooth operation of scheduling, billing, and client communication systems, maximizing client satisfaction and minimizing conflicts.
• Monitored team performance through regular feedback sessions, identifying areas for improvement and collaborating on effective solutions.
• Supported onboarding and offboarding processes by developing and maintaining an effective onboarding program for new hires and assisting in recruitment efforts.
• Collaborated with directors and therapists to facilitate regular meetings and ensure effective communication across all departments.
• Troubleshot administrative concerns by actively listening to staff feedback, implementing system improvements, and reviewing processes to enhance overall efficiency.
• Managed clinic inventory by assessing supply levels, placing timely orders, and overseeing supply chain needs to ensure uninterrupted operations.

Position was temporary and ended due to operational decisions.

• Coordinating meetings, preparing briefing materials, and managing calendar events
• Resolved conflicts promptly
• Manage travel arrangements and office events
• Manage ministerial correspondence processes for the Branch
• Manage fleet operations
• Managed HR procedures ranging from job postings to termination paperwork
• Support Branch team operations and project delivery, including managing materials and supplies, staff orientation, and filing requirements
• Coordinate logistics for event planning and execution, ensuring compliance with guidelines and policies
• Maintain and request Branch equipment, including technology and facilities management
• Supported administrative staff for seamless operations

• Coordinated and facilitated New Employee Orientation
• Performed accounting activities by preparing expense reports, purchase orders and invoices
• Answered multiple console telephone systems to direct calls to appropriate personnel
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel

• Human Resources Management: Position recruitment, advertising, screening of resumes, setting up interviews, reference checks, credentials verification; Processing payroll to Head Office, benefits; Maintenance HR Files, tracking sick vacation time and education allowances; Ensuring Policies and Procedures are in place and followed
• Supervision: Coach and responsible for Reception, File Room, Transcription and Accounting Service
• Indirect supervision of clinicians, administrative staff including physicians
• Cover for Clinic Director in absence of the same
• Business Operations Management: Working with Clinic Director, to monitor and maintain accreditation standards
• Assisting with development of yearly budget
• Manage the facility requirements: equipment repairs, service contracts, supplies, upgrades, other purchases, or work orders as required
• Recommend changes to processes and policies
• Retention and disposition of Health Records
• Maintain ethical Health Records business practices, mandated by legislation and management
• Master forms control - form creation and revisions
• Continuous Quality Improvement of services and products
• Development of and maintaining comprehensive Risk Management Program Development of and maintaining Position Profiles of staff current Monitoring outcome measures recording, tracking and report generation