Nayeli Gilmour

In April 2021, I went on maternity leave. Once my maternity leave ended during the COVID pandemic, I decided to go to Mexico with my family and continue giving counseling services online.

• Greeted patients and visitors in a professional and friendly manner.
• Handled around 80 incoming calls daily.
• Collected payments from patients for services rendered.
• Billed MSP and private insurance, and patient out of province.
• Triaged patients to better understand their needs and give them optimal assistance.
• Received and responded by email, patient's and physician's request.
• Prepared patient's files to be sent to hospitals and doctors for follow-up with their healthcare.
• Prepared patient's ICBC claims and dispatched them to the appropriate law firm representing their case.
• Ensured timely arrangement of patient specimens for testing.
• Ensured cleanliness of rooms after every patient encounter.
• Coordinated with multidisciplinary healthcare teams, efficiently tracking patient progress.
• Facilitated internal communication, increasing office efficiency by 20%.

• Greeted customers and provided customer service support.
• Answered incoming calls, directed calls to appropriate staff members, and took messages when necessary.
• Scheduled appointments for clients using the office calendar system (Janeapp).
• Handle front desk responsibilities; answered phone inquiries, booked patient appointments, and answered all email inquiries.
• Assisted with administrative duties, such as data entry and filing, improving overall office organization.
• Streamlined administrative processes by submitting receipts for insurance claims and extended health services with accuracy and efficiency, resulting in an increase in insurance reimbursements.
• Maintained cleanliness and organization in the office environment, resulting in an increase in overall productivity.

• Greeted patients and visitors in a professional and friendly manner.
• Verified insurance coverage for each patient visit.
• Managed medical records using an electronic health record system (EMR Wolf).
• Prepared patient charts prior to each appointment.
• Assisted physicians during examinations by providing instruments and supplies as needed.
• Performed basic clerical duties such as filing documents, entering data into the computer system, photocopying forms and documents.
• Processed referrals for specialist visits or diagnostic tests.
• Checked vital signs such as temperature, pulse rate, respiration rate and blood pressure.
• Accurately entered billing codes into the computer system for reimbursement purposes.
• Communicated effectively with other healthcare staff members regarding patient care plans.
• Assisted with referrals and prepared medical records for patients.
• Maintained confidentiality of records relating to clients' treatment
• Received and screened telephone calls and visitors by determining or addressing needs.
• Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.

• Scheduled appointments for patients in accordance with their individual needs and preferences.
• Managed accounts receivable for the practice, ensuring timely payments from insurance companies and patients.
• Trained new staff on office procedures, using medical software programs EMR (OSCAR), and customer service protocols.
• Provided support to physicians by organizing patient charts prior to scheduled appointments.
• Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
• Monitored inventory levels of supplies necessary for daily operations of the office.
• Reviewed employee time sheets for accuracy before submitting them for payroll processing.
• Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
• Recruited qualified candidates for open positions within the practice when necessary.
• Performed administrative tasks such as preparing correspondence or maintaining personnel files.

In the same office, I began my counselling practicum as a counsellor assistant to Dr. Vela, a bariatric doctor.

• Utilized effective communication skills to engage with new patients and build stronger relationship with previous patients.
• Developed and led personalized anger management and relaxation programs for patients, resulting in a decrease in reported instances of emotional eating behaviors and anxiety within the first month of implementation.
• Assessed patient body composition and eating habits of 30+ patients weekly, utilizing advanced measurement tools and techniques to track progress and provided personalized recommendations, which increased overall patient satisfaction.
• Implemented automated invoicing system, reducing payment processing time and increasing on-time payments by 50%.
• Conducted thorough body composition analyses, measurements, blood pressure checks, and weight assessments for patients under the direction of the physician, ensuring accurate health data collection for 100+ patients per week.