Nicole Fernandes

*** ********* **** ** • Winnipeg, MB • R2K 2M6 • Res. 204-***-**** • Cell. 204-***-****

Profile

Extremely efficient and high-performing employee with over 18 years’ experience performing administrative, receptionist/switchboard operator, data entry, and customer service functions.

Advanced computer skills with proficiency in Word, PowerPoint, Excel, WordPerfect, Windows, Internet Explorer, Outlook Express, and Outlook including calendar feature.

Able to work flexible hours including on call, overtime and varied shifts.

Have a solid knowledge of medical terminology and office procedures.

Meets Employment Equity criteria as a female visible minority candidate.

Expertise in providing professional telephone and in-person reception including handling a busy switchboard and reception desk. Received in-depth training and applied skills in professional communication and sales techniques. Utilize exceptional oral and written communication skills to positively represent employers including the Federal Government, a large urban hospital, and call centres.

Extensive experience in receiving, investigating and addressing customer service complaints.

Superior employment record for punctuality, attendance, productivity, and versatility.

Worked effectively in fast paced and deadline focused positions performing varied administrative duties–prioritized and organized workloads to maximize performance.

A team player that works well with all staff members and supervisors.

Quickly learns new skills, procedures, and policies.

(Bondable). A trustworthy individual who has managed large sums of money/valuables

Employment Background

Otolaryngology Associates of Winnipeg- August 24 2017- November 23- 2017

Scheduling patients, handling specimens to be sent to the blood lab

Scheduling surgeries at Victoria Hospital & Children’s Hospital

Handling wait lists, used Traffic Manager, sterilization of instruments, Medical Claims/Billing, transcribing letters from dictation, have used the Part system, and also NFA minor Procedures, experience in using Accuro, done Billing, E-Booking, waitlists

.

Bannatyne Medical Clinic- 11/2014- to August 31-2016 Manager/ Assistant

Learned MHID, Basic Billing, Jonoke, did EMR, was a Privacy Officer, ESP, sterilization of instruments, Spirometry results into charts, doing referrals setting up examination rooms, assisting in surgeries if recommended.

Ordering supplies

Handling patient concerns functions

Referrals

Reconciling billing

Cleanliness of the waiting rooms

Patient transport

Sending letters to Pharmacare

Scanning, logging and distribution of referrals &authorizations

Reviewed Claim Documents to confirm eligibility

Transcribing Doctor s soap notes

Experience in dealing with CFS/EIA/FASD/Disability papers

Have experience using the Portal Payer to determine eligibility between Plan Sponsors &Plan members, making sure that forms are filled out correctly and answering any questions

Medical Office Assistant- Lakewood Medical- 07/2011-09/2013

Basic billing

Learned the program Max Gold, did EMR, ESP, sterilization of instruments

Learned MHID, Procura, and did Reception.

Attachments, front desk receptionist, faxing and varieties of the office duties when the occasion raises that demands her professional assistance.

Spirometry results into the charts, data entry for the lab results, calling other clinics for

referrals, EKG

worked with patients with mental illness/gathering information from Public Trustee

Did patient Registration, bed control, death processing, DPIN, chart management

Did research on Protection for Persons in Care Act& Personal Health Information

Daily updating/maintence of data bases from Data Collection, provide coverage

Communication Monitor- Manitoba Infrastructure &Transportation, 07/2011-11/2014

Monitor security and fire alarm system and respond to all alarms/ notifications in a timely and effective manner

Monitor elevator emergency telephones.

Operate the departmental two-way radio communication network base station, receiving and transmitting information in a timely fashion

Prioritize alarms and dispatch appropriate emergency services as required.

Provide a high level of response time and efficiency to appropriate authority, clients, alarms and

Emergencies.

Performed minor maintenance on computer system hardware.

Interact with people under emergency situations and stressful conditions.

Working with CFS after hours searching for children and parents, and also working with investigators

MONITOR, Manitoba Housing Communication Centre, Winnipeg, 03/2010- 06/2011

Taking calls from tenants, regarding maintenance issues, input data entry, in house systems, called Maintenance Management Systems, take emergency calls for Government Life Flight

Dispatches calls to security, for noise &disturbances calls from tenants.

Prepares various documents, by finding and retrieving information from files in response to request from authorized users.

Records information on the system, based on incidents and reports.

Provided pilots with information to aviation when taking doctors/staff up North

Experience dealing with verification of information to clients relating to eligibility for financial services

Experience interviewing/assessing clients for financial eligibility

Experience interpreting applying the policies to the clients

Filling out disability forms interpreting policies and procedures to the clients/

Managed work orders

Maintained filing systems

Knowledge of PHIA & FIPPA, Experience in reviewing bank records, Financial Statements

Ordered Office Supplies

Monitored /Follow- up Tenant Maintenance requests

Preparing and collection of Rent

Experience in dealing with EIA /CFS/ FASD/Disability Papers

Have experience in using Spectra-& Yardi Property Management software, have looked after 5-7 units of Condos, done invoicing, made work orders for Maintence, snow removals

Experience& understanding of the Residential Tenancies Act

Conflict Resolution & Asist

Adding/deleting card access cards

Maintain /update tenant contact data base including emergency contacts

SCREENING OFFICER, Winnipeg Airport Authority, Federal Government, Winnipeg, 07/2009 – 07/2010

Ensure passenger safety by enforcing government regulations

Providing pilots information when taking doctors/staff up North

INFORMATION CLERK/PAGING OPERATOR, Health Sciences Centre, Winnipeg, 08/1999 – 06/2009

Acted as the hospital’s front line customer service representative by responding to a high volume of public inquiries pertaining to patient information and department locations. Scheduled appointments. Provided in-person reception and managed a busy switchboard.

Interpreted and applied Privacy Act legislation, hospital regulations, and policies.

Compiled and prepared patient records. Inputted data into the computer.

Entrusted with maintaining the safety of patient valuables and restaurant cash holdings.

Documented the priority of calls to doctors and health care staff, and operated a paging system.

Did Call Schedules for doctors under the Winnipeg Regional Health Authority

Familiar with all codes such as Code Blue, Medical 25’s Code Brown, Code Black

APPOINTMENT SCHEDULER, Jim Gauthier Pontiac Buick, Winnipeg, 11/2007 – 11/2008

Conducted outbound sales calls to generate service business and schedule appointments.

Responded to inbound inquiries relating to company services, fees, and maintenance issues. Learning the program called Reynolds/Reynolds.

Nicole Fernandes Page Two

TELESERVICE REPRESENTATIVE/INBOUND AGENT, The Faneuil Group, Winnipeg, 1996 – 1998

Participated in numerous campaigns as a Sales Representative marketing varied products and services including: credit card insurance, publications, telephone plans, customer retention programs and many others. Promoted MTS, Bell South, The Bay, Zellers, and Forbes.

Conducted consumer and corporate surveys.

Performed data entry during sales or survey processes.

Assisted in managing several accounts and bringing new business

Assisted in credits and adjustments/investigations – for bills

Experience in motivating my team thro0ught relationship building real time coaching

Developed incentives to motivate employees

The ability to work independently and with a team

Possess leadership qualities

Experience in working with escalated issues

CALL CENTRE SUPERVISOR, WestCan Communications, Winnipeg, 1995 – 1996

Received, investigated, and rectified customer service complaints. This required exceptional problem solving, dispute resolution, and communication skills.

Promoted within 5 months due to high personal standards and recognized leadership skills.

Held responsibility for managing 18 TeleService Representatives.

Staffing responsibilities: Hiring, training, scheduling, acting as a resource/trouble-shooter, setting sales quotas, creating incentive sales programs, motivating and providing feedback to staff, monitoring calls, tracking individual and group sales per hour, enforcing disciplinary policies including dismissals, and preparing employee evaluations.

ASSISTANT MANAGER, Ruby Shoes, Winnipeg, 1990 – 1994

Initially hired as a Part-time Sales Representative, promoted to Full-time Sales Representative in one year, and then advanced to Assistant Manager the following year.

Assumed full management duties in the Store Manager's absence.

Addressed customer complaints in a professional and expedient manner.

Management duties: supervising nine people, participating in staff selection, leading motivational staff meetings, motivating and training staff to meet objectives, overseeing signage and merchandising, goal setting, developing incentives, ensuring achievement of sanitation and organizational standards.

Educational Background

MEDICAL OFFICE ASSISTANT PROGRAM, Herzing Career College, 1990

GRADE 12 DIPLOMA, Miles MacDonnell High School, 1989

PROFESSIONAL DEVELOPMENT: Completed courses focusing on conflict resolution and professional communication techniques with Winnipeg Regional Health Authority. Completed Levels 1 & 2 Excel, Level 1 Word, and Level 1 PowerPoint courses, mediation courses, Asist, First Aid- Emergency

Personal Information

Ballet Volunteer, The Royal Winnipeg Ballet, 1997 – 2004

A professional ballet dancer who has instructed and choreographed dance classes for children.

Interests: Enjoys tennis, boxing, football, and team sports.

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