Olivia Potts Email & Phone Number

Yellowknife, Nt, Ca

Yellowknife, Nt, Ca

Due to the initiative I demonstrated in my Team Assistant role with Long-Stay community teams, I was approached by management and selected to be cross-trained for Specialized Geriatric Services. Recognized by cross-functional teams as having unmatched expertise of great value, due to being 1 out of only 3 Team Assistants that are fully-trained and capable of supporting the Geriatric team. Processed referrals for patients requiring a geriatric assessment by managing waitlist times, prioritizing urgencies and coordinating multiple schedules for 5 different geriatric clinics across the Champlain region; results were a total decrease in patient wait times by 50% over the last year. Tackled ad-hoc projects such as optimizing a comprehensive and detailed review of 250+ geriatric patient paper files which resulted in an increase to the overall accuracy of our patient database.Analyzed and evaluated all existing policies and procedures specific to the geriatric team to identify inefficiencies. Specifically, I developed, proposed and generated new and improved processes which then led to working closely with Professional Practice Leads to further implement these processes within the organization. Proactively developed training materials, supplied knowledge resource documentations and provided mentoring for 4 professional staff members. Addressed all questions, supported learning process and shared constructive feedback as needed, resulting in a successful onboarding experience for new staff and securing adequate coverage for the role.

Responsible for 4 Care Coordinators and a team comprising of over 1700 patients, my role supported each Coordinator with administrative and clerical duties. This included effectively maintaining and managing a high volume of patient records in the electronic database, as well as utilizing proficient communication skills, such as the H.E.A.R framework, during patient interactions to create a positive patient experience. Consistently maintained a booking rate of 20 initial and routine reassessments per week and prepared an organized and efficient work schedule for each assigned Care Coordinator.Recognized by peers regionally and provincially for providing exemplary team support and consistently going above and beyond for fellow coworkers and patients.Collaborated with a team of 5 on improvement strategies for patient caseload assignment accuracy, which was further implemented by management and now utilized for all patients residing in the Champlain region; results have led to fewer incorrectly assigned patients and more cohesive caseloads.

Petawawa, Ontario, Canada

Produced high-quality food and beverages with accuracy and in an efficient manner, while balancing customer interactions and ensuring a positive and warm customer experience. Collaborated with partners to maintain an organized and safe work environment by proactively anticipating and attending to any needs throughout the day. Obtained valuable subject knowledge of not only coffee and industry regulations, but also improved upon transferrable skills such as utilizing effective time management during peak hours and building positive rapport with customers to increase likelihood of repeat business.Contributed to the training of new partners by demonstrating food and beverage preparations, customer service and point of sale system operations, resulting to their successful integration into the team.

Legacy activities are projects that: (1) assist individuals and families in initiating the process of life review and (2) result in a product that can be enjoyed by family and friends prior to and after the individual's death. Legacy work is a form of meaning-based coping and assists in the process of healing for both patients and families.Trained and responsible for facilitating the Legacy program with patients, which entailed transcribing the patients life story, which can then later be shared with their loved ones; This type of journaling experience has been widely researched as a powerful tool for life review. Organized weekly televisits with patients in our palliative program in order to assist, edit and revise their legacy work. When the program was completed, the patient would receive their own personalized and bounded book, which included their favourite memories and 20 photographs. Collaborated with Board Members through bi-weekly meetings to assist with projects of the program and actively contributed ideas and insights throughout the course of the legacy program. Obtained program-specific training as well as completed the Hospice Palliative Care Ontario (HCPO) Certification.

Ottawa, Canada Area

SUPPORT (Students Undertaking a Pediatric Program of Research Training) volunteer in the Research Institute at the Children's Hospital. Trained to screen patients that are presented to the CHEO Emergency Department (ED) to determine their eligibility for several ongoing clinical research studies. Experienced in the conduction of research in a clinical setting, specifically being responsible for the patient screening process as well as engaging in patient/family interactions. Facilitated an informative discussion with patients/families to determine willingness to participate and establish consent to participate in the study.

Engaged with customers to ensure any product questions had been answered and possessed the ability to offer suggestions and recommendations when needed, which provided a positive customer experience. Accountable member for the Responsible Service Program, which outlines the restriction of alcohol within Ontario, and prevents sales to minors or intoxicated individuals. Trained on extensive product knowledge courses, resulting in a high level of understanding for the wine and spirit industry.

Cross-trained in various administrative roles, specializing in PSS Coordination, Nursing Coordination, Intake Support and Administrative Reception.Duties included answering phones, scheduling PSW and nursing staff, managing client referrals, and submitting/updating client documentation.Demonstrated flexibility and adaptability under high pressure and time sensitive situations, such as rescheduling patients due to last minute absences.

Ottawa, Canada Area

Ardene is one of North American's premier fashion retailers with over 400 stores in Canada and in the US. Through this role, I had the opportunity to work on a team and be apart of a growing company of 3,500+ employees.Counted sales and adhered to daily, weekly and monthly budgets resulting in company profits. Fostered and upheld an inclusive environment by proactively completing training on serving for individuals with disabilities, which resulted in positive customer experience feedback.

Port Dover, Ontario

Provided excellent wait service to ensure satisfaction of customers by being attentive, patient and efficient.

Carleton University Department Of Housing And Residence Life Services

"A Residence Fellow (RF) is looked upon as a role model, resource person, helper, community developer and leader for the students on their floor" - Carleton University.Mentored 75 first-year students through their transition from high school to university by being approachable and accessible, fostering a sense of community and ultimately providing a safe and inclusive space for students to reside. Specifically, social and educational events were organized and promoted monthly, which resulted in an increase of student engagement and strengthen rapport. Proficiently trained in crisis intervention and completed additional training seminars in conflict resolution and mediation, which proved to be of value when navigating through roommate disputes and student emergencies.Subject matter expert on student resources and supports; Referred and would guide students to the proper resources as required. Adhered to professional deadlines by consistently completing weekly reports for each student in a timely manner; Reports were accurately tracked in order to monitor each student's personal and academic growth.

Port Dover, Ontario

Responsible for training and interviewing new hires and managed the sales floor team, ensuring that customers were being served in a timely manner and resolving any concerns.

Bachelor Of Arts - Ba Honours, Psychology, Concentration In Health And Wellbeing

Activities and Societies: Psychology Society, Soar! Leadership Conference, Residence Life ServicesHonours and Distinction

Bachelor Of Arts - Ba Honours, Study Abroad Exchange For The Spring Semester

Activities and Societies: Opportunity to develop a collaborative research study from start to finish for a Developmental Psychology.

High School

Activities and Societies: Leadership Course, Extended French, Peer Helping ProgramHugh O'Brien Youth Leadership (HOBY) Nominee Recipient.