Chhabbjot (CJ) Sandhu
LaSalle,Ontario
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Service Manager and Privacy Lead
Bayshore Home Care Solutions
06.2023 - Current
- Assisting Area Director and Director of Clinical Practice with day-to-day operations of home support and nursing department including staff/client scheduling
- Identifying problems and deficiencies in the delivery of optimal patient care and assisting with the formulation of solutions
- Participating in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
- Lead the Privacy program in the region to ensure protection of patient/staff information
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Defined clear targets and objectives and communicated to other team members.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
Clinical Educator and Privacy Lead
Bayshore Home Care Solutions
11.2020 - 06.2023
- Lead the CHW adult education program
- Assisted in developmental and launch of in house CHW curriculum
- Delivered the CHW program in collaboration with external educational facilities.
- Implemented new educational techniques to boost student comprehension while reducing learning time.
- Delivered individualized instruction on observation, assessment, decision-making and patient health teaching.
- Assigned students to patients based on students' learning objectives and patient needs.
- Provided immediate and constructive feedback to students individually and as group.
- Instructed and coached students to help overcome academic issues and personal challenges.
Home Support Supervisor
Bayshore Home Care Solutions
06.2019 - 11.2020
- Maintaining current knowledge of trends in patient care and best practice initiatives to provide patient centered care
- Identifying problems and deficiencies in the delivery of optimal patient care and assisting with the formulation of solutions
- Supporting and assisting Clinical Managers with the identification and planning of patient and staff education programs and in the orientation of new team members to the program
- Supervising and supporting unlicensed employees to ensure compliance with all federal and provincial legislated standards of practice as well as company policies and procedure
- Assisting the Client Service Coordinator in the coordination of service and providing customer service to clients, families and health care agencies
- Participating in business development as appropriate; assisting with the development of contractual agreements for client care and service as requested
- Leading ongoing internal/external auditing
- Participating in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
- Participating in proactive Health & Safety activities while performing all duties
- Is responsible to notify immediate Supervisor of any Health & Safety risks or concerns
- Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident
- Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.
Assistant Director of Care/Staff Development
Iler Lodge
06.2018 - 06.2019
- Assisted the Director of Care and Executive Director in clinical, fiscal and operational responsibilities of the home
- Designated to act for the Director of Care/ Executive Director in their absence
- Conducted internal inspections and reporting audits to identify areas of improvement
- Supported, coached and mentored others
- Pioneered and monitored Medication Management program
- Maintained an open line of communication with residents and families and addressed any concerns
- Assisted in the recruitment, orientation, training and disciplining of staff, when necessary, while ensuring compliance with appropriate collective agreements
- Managed staff scheduling and prepared ongoing schedules for the Nursing department
- Oversaw facility budget and managed invoices, accounts receivable and timesheets for department.
Quality Improvement, Staff Education and Information Technology Coordinator
Berkshire Care Centre Long Term Care Facility
05.2015 - 06.2018
- Facilitated, Coordinated, provided and managed education for over 400 staff on topics related to scope of practice
- Met monthly education targets and reported data of implementation and success rate
- Liaised with an internal team to meet the standards of the Ministry of Health and Long-Term Care, Ministry of Labor and Public Health
- Monitored and evaluated clinical information system functionality from a user and decision support perspective
- Recruited and trained employees and volunteers
- Chaired the committees such as Professional Advisory Committee, Quality teams as well as Joint Health and Safety committee
- Successfully launched and implemented new software applications and programs for the facility providing education to all staff
- Installed new hardware and oversaw maintenance of existing hardware to provide support for users.
Education
Registered Practical Nurse
Humber Institute of Technology And Advanced Learning
Etobicoke, ON06.2010
Privacy Management
McMaster University
Hamilton, ON11.2022
CIPP/C
Privacy Pro
04.2023
Skills
- Training and mentoring
- Talent Development
- Schedule Coordination
- Audit Support
- Adherence to high customer service standards
- Meticulous attention to detail
- Time Management
- Team Building and Leadership
- Customer Service
- Operations Management
- Flexible and Adaptable
Accomplishments
- Gentle Persuasive Approach Dementia Care Certification
- Achieva Restorative Care Certificate
- P.I.E.C.E.S
- Health and Safety Certified
- Foot Care Nurse Certified
- Intravenous Therapy certified
- Certified Mask Fit Tester
- Palliative Communication
- Best Practice Champion RNAO
Timeline
Customer Service Manager and Privacy Lead
Bayshore Home Care Solutions
06.2023 - Current
Clinical Educator and Privacy Lead
Bayshore Home Care Solutions
11.2020 - 06.2023
Home Support Supervisor
Bayshore Home Care Solutions
06.2019 - 11.2020
Assistant Director of Care/Staff Development
Iler Lodge
06.2018 - 06.2019
Quality Improvement, Staff Education and Information Technology Coordinator
Berkshire Care Centre Long Term Care Facility
05.2015 - 06.2018
Registered Practical Nurse
Humber Institute of Technology And Advanced Learning
Privacy Management
McMaster University
CIPP/C
Privacy Pro