EMILY

PATTON

adpmti@r.postjobfree.com

613-***-****

***-**** ******* ***

Ottawa Ontario

SKILLS

Fluently Bilingual French/English

Basic speaking/reading in Spanish

Advanced ASL (American Sign Language) skills

Customer service and support

Logo/Digital Web Design for various registered Small Businesses.

Photography

Excellent interpersonal skills

Punctual, Responsible, Empathetic and Accountable

Data entry

Electronic filing.

Microsoft Office Suite proficiency

Advance Microsoft Excel Skills

MacOS proficiency

Conflict Resolution

Various Digital/Technological Software

EDUCATION

Canterbury High School

Ontario Secondary School Diploma Honour Roll ~ 09/2012-06/2016

Trent University

Peterborough, ON

Bachelor of Arts: Psychology

September 2016 to April 2018

Minored in International Development

TRAINING

Health and Safety WHMIS training

Entrust Digital ID and Signature system.

Drug Safety and Adverse Event Training for Lucentis and Beovu (Novartis Canada)

Federal Government of Canada Reliability Security Clearance

ePSP Systems Training

PHIPA Certification and Compliance

PKI Certification

Genesys Call Center Training

Electronic Filing

Adobe Suite Proficient (Lightroom, Photoshop + )

Airport Accessibility and Mobility Certification

Transport of Dangerous Goods by Air Certification

Contact Center Telax phone training and scripting

Proficient in Sabre digital software.

Computer Repair

Hard Drive/System Recovery

Cell Phone (Android, Apple) Damage Repair

Anti-Virus System and installations

PROFESSIONAL SUMMARY

Fluently Bilingual with unparalleled customer service experience. Supervisor Experience in team leading, organization, and well-being. Able to adapt to many different roles, whether in Digital Communication and Technologies, Airport and Passenger Management, Digital Health Support Systems, or making the perfect latte.

I thrive in an organized work environment, where I am able to grow and experience the many different facets of my role as a whole and strive to constantly maintain accountability and respect in the workplace.

WORK HISTORY

Alio Health Services (Currently contracted by Novartis Canada)

Assistant Program Manager – ViaOpta PSP

Ottawa, Ontario

08/2021 – Present

The bridge between the ViaOpta Call Centre team, and management, functionally assisting in the training, communication and operations of Canada wide program.

Easing and effectively managing communication between various nurses, physicians, patients, and pharmacies in a manner best suited to their individual needs and requirements.

Conducting regular 1:1 meetings with the agents to revise metrics and patterns in work quality, and promptly tend to any questions or clarifications needed. Utilising KPI metrics and monitoring systems to asses whether any further training is needed for the staff.

Formulating, understanding and presenting reports to Novartis management ensuring communication is clear and constant.

Able to flexibly adapt into any position or region of the program should assistance be required.

Creating, and updating training documents and universal cover pages/documents for the team.

Triage and filter various special requests and protocols to ensure all standards of practice are followed.

Ensuring standards such as patient confidentiality, health policy, and fax integrity are followed at all times.

A frequent liaison between Sales Reps and regional Reimbursement Specialists ensuring that regulations, rules and guidelines of that region are always upheld.

Alio Health Services (Currently contracted by Novartis Canada) – Supervisor of Reimbursement Specialists – ePSP Services.

Ottawa, Ontario

07/2020 – 05/2021 (Alio) 05/2021 – Present (Novartis Canada Ext)

(Hired role: Clinical Coordinator – Promoted to Reimbursement Specialist in October 2020 – Promoted to Supervisor of Reimbursement Specialists in April 2021)

Training Call Center and Reimbursement staff on SOP – Workplace Regulations and Responsibilities.

Ensuring staff are following proper processes and workflows for efficient production.

Open line of communication for the staff to escalate questions, concerns, or request further trainings.

Liaison between the Patient Support/Reimbursement Team and the Program Manager.

Regularly work along-side the field team handling the following

oAdverse Events (Identification and Reporting)

oProduct Quality Complaints

oProcessing drug orders for patients suffering from chronic ophthalmic diseases.

oExploring, and securing insurance coverage for assigned medication Canada wide.

Public, Private and Federal Insurance alike

oAssisting patient without adequate insurance coverage obtain compassionate care provided by Novartis.

oProcess confidential and encrypted Fax/E-mail Communications with PKI compliance and PHIPA enforcement.

oAble to maintain an up-to-date learning systems transcript specialising in Health Systems Management

Familiar with IT support and Troubleshooting through self-learning and past experience

Day-to-Day work includes managing Admin profiles – updating doctor and pharmacy information and outbound calls to patients to assess their well-being/experiences with the medication.

Trained in Copay (Claimsecure Financial Systems) Assistance and assigning of financial aid to select needs patients.

FirstAir (now Canadian North) - Commercial Marketing and Customer Contact Agent; Staff Travel Manager.

Ottawa, Ontario

09/2018 – 07/2020 (Promoted to Staff Travel Manager in December 2019)

Training and call center experience dealing with flight cancellations, reservations, booking reprotections, issuing vouchers and refunds

Received training and certification using Sabre Reservations and Sabre Native Reservations system

Training and fluency in Airport IATA codes, Air Canada Fare Basis codes and tariff rules on all classes or service with Air Canada

Adhered to company policies and scripts to consistently achieve call-time and quality standards

Received multiple positive reviews acknowledging dedication to excellent customer service

Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies

Starbucks - Customer Service / Starbucks Barista.

Ottawa, Ontario 06/2018 - 05/2019

Served individually made coffee drinks to customers daily

Controlled line and crowd with quick, efficient service

Trained new team members with positive reinforcement and respectful, encouraging coaching

Completed successful cash audits to correctly balance drawers at end of each shift

Millennium 1 Solutions - Bilingual Customer Service Agent.

Ottawa, Ontario • 05/2017 - 08/2017

Worked within the President's Choice Marketing division

Conferred with customers about concerns with products or services to resolve problems

Developed, updated and organized databases to handle customer data

Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings

Best Buy Canada – Kanata 975. Digital Imaging & Computer Services

Ottawa, Ontario 12/2013 – 08/2016 then again 11/2017 - 01/2018

Worked in a fast pace sales/support environment.

Constantly updated understanding of all product abilities and functions.

Trained new associates

Later was cross-trained in Home Solutions, Geek Squad, and obtained an in-store Apple Specialist Certification.

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