Sabelo Zhou
Carleton Place ,ON
Summary
Organized and dedicated harm reduction worker and medical office administrative assistant with a proven track record of delivering exceptional customer service in fast-paced and demanding environments. Demonstrating a keen attention to detail and strong decision-making skills, effectively manages multiple concurrent tasks. Self-motivated work ethic allows for effective performance both independently and as part of a team.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Harm Reduction Worker
Somerset West Community Health Centre
04.2024 - Current
- Superior positivity, commitment, and passion for supporting the lives of the people who use
drugs we have the honor of working alongside. - Superior skills in presenting a warm, welcoming, and calming presence.
- Superior skills in relationship-building, rapport-building, negotiation, de-escalation, and
boundaries management. - Superior skills in non-violent crisis intervention and de-escalation
- Knowledge of best practice guidelines for individuals with substance use, supervised
injection/consumption services, and suicide assessment. - Demonstrate and advocate for welcoming practices that are anchored in trauma-informed
practices. - Knowledge of substances frequently used in the CTS service user population, psychoactive
properties & possible drug interactions. - Knowledge and ability to screen and assess for risk of overdose & withdrawal.
- Skills in creating care plans for clients. Experience creating care plans for clients experiencing
dysregulation, violence & aggression as an asset. - Sound judgment and strong problem-solving skills.
- Ability to work independently, set priorities and manage time effectively.
- Knowledge of health promotion, disease prevention, behavior change and health teaching.
- Strong clinical assessment skills
- Demonstrated ability and clinical expertise working with clients in crisis.
- Knowledge of concurrent mental health distress presentations including psychosis, trauma, and
emotional dysregulation - Knowledge of harm reduction approach and service delivery
- Effective organizational, critical thinking, problem solving and independent decision-making
skills. - Maintained work areas by cleaning and straightening for maximum productivity and safety.
- Contributed to team success by completing jobs quickly and accurately.
Medical Office Assistant
Somerset West Community Health Centre
04.2023 - Current
- Prepared and maintained accurate digital health records for patients.
- Supported office staff and operational requirements with administrative tasks.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Developed and managed accurate and confidential patient records.
- Maintained current and accurate medical records for patients.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Used PS suites EMR to schedule appointments for doctor visits and procedures.
- Called and faxed pharmacies to submit prescriptions and refills.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Answered phone calls and messages for about 4 physicians and nurse practitioners at Community Health medical facility, scheduling appointments and handling patient inquiries.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Registered and verified patient records before triage with most up-to-date information.
- Received and routed laboratory results to correct clinical staff members.
- Provided frontline administrative work to SWCHC staff including MDs, NPs, RNs and allied health that care for some of Ottawa's most vulnerable populations such as houseless, people experiencing mental illness, low income households and seniors.
- Provided prompt, polite and professional in-person and telephone customer service
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling
- Received and routed laboratory results to correct clinical staff members
- Performed various administrative tasks by filing, copying and faxing documents
- Conducted patient intake interviews, recording and documenting relevant information
Receptionist
Somerset Community Health Centre
08.2022 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Screened and confirmed appointments as clients walk in.
- Answered central telephone system and directed about 20 calls on average daily accordingly.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Received and routed business correspondence to correct departments and staff members.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
Volunteer
AIDS COMMITTEE OF OTTAWA
10.2019 - Current
- Conferred with representatives of local governments to assess and meet community needs
- Educated families and community members about domestic violence, including its impact on children
- Conducted community workshops to promote different programs and educate public on available services
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs
- Organized individual referrals to obtain community service, including advocating for needs and resolving roadblocks
- Educated young people about strategies for driving discussions and promoting social changes
- Helped patients receive appropriate, high-quality care with reasonable results
- Assisted Outreach Coordinator with researching grants and grant writing tasks
- Handled 5 calls per hour to address customer inquiries and concerns
Front Line Worker
Shepherds Of Good Hope
12.2020 - 08.2022
- Greeted visitors and clients upon arrival, offered assistance and answered questions to build rapport and retention.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Arranged accommodations and travel plans for clients and presented updated itineraries.
- Collected, validated and distributed documents and personal information to directly to employees and clients.
- Followed program procedures for distribution of medical and other supplies.
- Established positive working relationships with colleagues, manager and clients through regular communication and effective anticipation of needs.
- Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel as point of contact for office.
- Prepared daily logs in form of word documents and reports to assist business leaders with key decision making and strategic operational planning.
- Utilized proven problem-solving methods in accordance with company policy to enhance client safety and satisfaction.
- Improved information collection and recordkeeping accuracy by creating, updating and managing customer communications.
- Managed scheduling, travel arrangements, communications screening and other administrative support tasks for personnel.
- Made decisions affecting daily operations such as overseeing purchasing and inventory management.
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Confirmed accurate completion of forms and reports for admission, transfer and/or discharge of each resident.
- Assisted 6 clients per hour by directing to appropriate personnel and answering average of 10 calls and emails daily
- Served clients in friendly, efficient manner following outlined steps of service.
- Communicated back to nurses and therapists regarding patient performance and condition.
- Reported patients' progress, attitudes and accomplishments to supervisors or therapists.
Education
Some College (No Degree) - Criminology
Carleton University
2017
High School Diploma -
St Pius X High School
06.2016
Skills
- Creative problem solving
- Complaint resolution
- Client needs assessments
- Team management
- Relationship building
- Excellent work ethic
- Computer proficiency
- Administrative tasks
Certification
- First Aid/CPR Certified
- Assist
- Verbal Intervention Training
- WHIMIS
Timeline
Harm Reduction Worker
Somerset West Community Health Centre
04.2024 - Current
Medical Office Assistant
Somerset West Community Health Centre
04.2023 - Current
Receptionist
Somerset Community Health Centre
08.2022 - Current
Front Line Worker
Shepherds Of Good Hope
12.2020 - 08.2022
Volunteer
AIDS COMMITTEE OF OTTAWA
10.2019 - Current
High School Diploma -
St Pius X High School
- First Aid/CPR Certified
- Assist
- Verbal Intervention Training
- WHIMIS
Some College (No Degree) - Criminology
Carleton University
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