Ada Lo, M.Phil,Msc(Health Services Management) Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

• Oversees the efficient flow of the daily patient schedule.• Serves as a subject matter expert, providing guidance and support to staff delivering patient care.• Contributes to the development and implementation of operational policies and procedures.• Participates in the financial management of the clinic, including patient billing, insurance processing, and maintaining accurate financial records.• Coordinates the onboarding, training, and development of team members in collaboration with the Direct Manager.• Participates in monthly coordinator meetings.• Ensures all equipment is maintained in proper working condition.• Provides Medical Practitioners and staff with necessary paperwork for new patients, facilitates physician sign-offs, and manages patient records (non-medical), scheduling final assessments and handling renewals and discharges.• Promptly researches and resolves client concerns, prioritizing exceptional client service and care.• Orders clinic supplies, coordinates shipping and receiving of packages and medical products.• Completes daily collections to maintain clinic bad debt within company forecasts.• Models the company's values, brand, and professional image, maintaining high standards of competency and building an effective network within the organization and the market.• Actively promotes the clinic's services and products.

加拿大 安大略省

- Proficiently scheduled patient appointments and efficiently managed patient flow, handling approximately 120 cases daily. Supported a team of 6 professionals, including physiotherapists, chiropractors, acupuncturist, dietitians, and registered massage therapists.- Meticulously verified patient inquiries and promptly resolved concerns, ensuring exceptional patient satisfaction.- Assisted in billing and coding processes, knowledge of relevant applications: HCAI, Telus Health, Sunlife, Universal, MVA, and WSIB procedures and forms, demonstrating strong attention to detail and accuracy.

3030 Birchmount Road, Scarborough

•Received incoming patient and clinician calls in a courteous and efficient manner, pre-screens and re-directs or triages calls to appropriate staff•Monitored inventory and complete proactive requisitioning of supplies (SAP/Grand &Toy), linen and equipment.•Organized and alerted team of patient transport arrival and departure time.•Experience in using EPIC clinical information system (CIS), such as verifying patient demographics, next of kin's contact information, OHIP number etc.•Completed and submitted biweekly payroll function (entry and adjustments).•Facilitated staffing and scheduling needs for department at the direction of the Supervisor (e.g., produce and update schedules in EZ Schedule, Meditech, or MS excel).• Faxed various documents, such as prescriptions, discharge summaries and referrals.• Maintained clipboard patient charts (e.g., consent forms, prints discharge instructions and prescriptions, etc.).• Indexed documentation into electronic medical record (EMR) within defined turn-around time.• Supported on unit auditing (e.g., hand hygiene audits).• Supported care teams in discharge planning (e.g., booking family meetings, support with arranging transportation – ambulance booking, family/caregiver/ home care communication, print discharge documentation for patients/families).• Managed locked unit patient, family and visitor access.• Contacted Environmental Services to arrange for rooms to get cleaned immediately upon discharge.• Provided communication support to expedite inter-unit and inter-site patient transfers (Bed Allocation, Dietitian, Physiotherapists, Most Responsible Physician).• Provided verbal translation support for Chinese-speaking patients, aiding in communication with healthcare providers.

香港特別行政區

- Developed and managed innovative health services and wellness programs for >13,000 staff, such as the Keep Fit Award, and staff health talks.- Managed staff medical and dental benefit schemes, such as overseeing depot clinic and network clinic transformation, conducting staff illness diagnosis analysis, leading the COVID-19 surveillance etc.- Reviewed and benchmarked best practices for staff relations and welfare, evaluating initiatives, policies, and processes.- Monitored and reviewed staff benefits administration.- Facilitated the resolution of staff disputes and maintained effective communication with staff at all levels, including the staff unions.

香港特別行政區

- Successfully ensured a consistent and patient-centric customer experience as an Operations Manager in this healthcare company.- Worked closely with the Centre ICs of over 10 branch clinics to ensure client requirements were being fulfilled.- Led continuous improvement projects to enhance centre workflow efficiency, streamline processes, and standardize operations, resulting in optimized operations, reduced costs, and improved service quality.- Provided administrative support to centres, managing office facilities, configuring manpower, and optimizing room utilization to ensure efficient and effective operations.- Resolved daily servicing issues, including doctors' inquiries on panel doctor networks and contract medicine drug costs, to ensure smooth operations and the best possible customer experience.

Hong Kong

- As a Department Head who directly reported to CEO and COO to oversee all aspects of the establishment of a new department with 10 team members, including setup new doctors management system to manage >2,000 in-house and visiting doctors, workflow design, manpower allocation, coordination of renovation works, handling procurement formalities, and document control.- Successfully developed new service programs in collaboration with other institutions, including a public-private interface project with the Hospital Authority and Department of Health.- Provided secretarial support to committees and formalized standard operating procedures, set up KPIs, and designed management reports for quality monitoring.- Oversaw the daily operation of the department, ensuring the smooth functioning of all processes.- Managed events such as organizing CME activities, hospital visits, symposiums, doctor's cocktail, etc.- Performed other administrative duties such as doctor's rostering and doctor's leave arrangements.- Built and maintained good relationships with physicians, fostering a positive and collaborative work environment.

香港特別行政區

- Oversaw the operation of the health call centre, managed 75 nurses and 5 clerical staff.- The centre handled >140,000 calls per month ( both inbound and outbound calls) for providing patient screening and education services.-Developed standard operating procedures and management reports to ensure the delivery of quality services and achievement of Key PerformanceIndicators (KPIs).• Reviewed and assessed call center performance and workflow to enhance service quality and standards.• Coordinated hospital visits, seminars, events, and functions, including setting up exhibition booths at HA Convention.• Formulated the Orientation Kit and established role delineation for administration staff.• Created the HR database and intranet for the center.-Monitored budget planning and reviewed utilization for various programs in the call center.• Prepared departmental plans for submission to HA annual plan and participated in the funding bid process.

- Assisted Hospital management in implementing complaint management as a tool for service and quality improvement.• Launched the Patient Satisfaction Survey to gather valuable feedback and insights for enhancing hospital services.• Provided support to hospital staff in managing public affairs and handling media inquiries.

- Developed and controlled branches clinics to meet strategic and financial objectives of the region, ensuring optimal performance and profitability.- Established and implemented marketing, operating, and financial plans that aligned with corporate guidelines and strategic plans, driving growth and success.- Responsible for revenue, expense, and capital budgets for the business, ensuring financial stability and growth.- Ensured operational KPIs were developed, calculated, and monitored, taking appropriate actions when negative trends developed, and reviewing KPIs regularly to optimize performance.- Liaised closely with other businesses/regions regarding business opportunities, coordination of operations, and deployment of people and equipment to optimize advantage, fostering collaboration and alignment.- Supervised clinic operations and people management, ensuring efficient and effective processes and a positive work environment.- Performed clinic audits to ensure appropriate working practices and procedures for customer handling, ensuring consistent and high-quality service delivery.- Responsible for executing projects, including on-site supervision, progress monitoring, and quality control, ensuring successful and timely completion.- Managed projects through initiation, gaining stakeholder input and agreement, ensuring alignment with organizational goals and objectives.

- Composed various correspondences, took detailed meeting minutes, and prepared engaging presentations to support hospital operations and functions.- Coordinated a variety of hospital activities and events, ensuring that all stakeholders were informed and engaged throughout the process.- Developed, implemented, and evaluated policies and procedures for doctors, focusing on improving patient outcomes and enhancing overall quality of care.- Established and maintained a focal point for communication with doctors, including disseminating information and policies, conducting consultations and surveys, and gathering feedback and complaints for continuous improvement.- Fostered strong partnerships with doctors, promoting collaboration and engagement in the delivery of high-quality patient care from initial orientation to ongoing engagement.- Managed complaints from doctors and handled routine correspondence to ensure timely and effective communication.- Oversaw Human Resources Management for doctors, including drafting agreements, preparing guidelines, and managing doctor rostering.- Led the establishment and implementation of systems for doctors' credentialing, ensuring compliance with all relevant regulations and requirements.- Organized and facilitated Continuing Medical Education (CME) programs to support ongoing professional development and enhance patient care.- Provided executive and secretarial support to various committees and meetings, including handling all logistical arrangements, taking minutes, compiling statistics, and preparing presentations.- Set up and maintained a comprehensive and up-to-date database of doctors for the purpose of credentialing and communication.- Translated various documents from English to Chinese and vice versa to support effective communication and collaboration with stakeholders.

- Assisted in the development and execution of a successful promotional and awareness campaign for the Hospital Community Service Programme, increasing public awareness and engagement.- Implemented various hospital policies formulated by the Hospital Management Committee, ensuring compliance and alignment with organizational goals and objectives.- Collaborated with various departments to implement hospital accreditation, ensuring that all necessary processes and procedures were in place to meet regulatory requirements.- Reported regularly to Medical Superintendents, Senior Hospital Management, and Board Directors, providing updates on hospital operations and strategic initiatives.- Coordinated all matters relating to Medical Education, from undergraduate students to doctors and the public, ensuring that all stakeholders were engaged and informed throughout the process.- Handled patients' and doctors' complaints, ensuring timely resolution and effective communication with all parties involved.- Managed personal matters for Medical Superintendents, including scheduling, travel arrangements, and other administrative tasks.- Oversaw the Doctors Console Database and handled all Doctors' HR issues, ensuring compliance with all relevant regulations and policies.- Planned, drafted, and prepared various marketing and promotional materials, including hospital websites, newsletters, and leaflets, to support hospital operations and engage with stakeholders.

Diploma, Health Services Administration, High Honours

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Master Of Science In Management, Health Services Management

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Master Of Philosophy

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Bachelor Of Arts - Ba(Hons), Dean List

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Insurance Intermediaries Qualifying Examination, Passed In Papers 1,2 & 3

Certified Call Centre Manager

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