ALYSSA BAY

Clinical Operations

• Helped front desk staff register and process patients.
• Assisted with documenting clinic activities and updated medical records.
• Improved patient experience by efficiently managing front desk tasks, including appointment scheduling and check-in procedures.
• Enhanced clinic efficiency through accurate medical record keeping and timely communication with healthcare providers.
• Streamlined inventory management by organizing medical supplies, regularly restocking exam rooms, and maintaining equipment cleanliness.
• Promoted a culture of continuous improvement within the clinic by actively participating in staff meetings, training sessions, and providing constructive feedback when appropriate.

Administrative Duties

• Developed an understanding of Google Analytics and other analytics tools to track website performance metrics effectively.
• Maintained a strong working knowledge of various CMS platforms such as WordPress, allowing efficient implementation of on-site optimizations.
• Collaborated with external editorial and marketing teams to drive SEO in content creation and content programming.
• Streamlined event planning processes (Seminars/Company events/Annual Charity Drive) by creating detailed project timelines and assigning responsibilities to team members.
• Maintained accurate records of attendee information using database management systems for reporting purposes and ongoing relationship-building efforts.

• Lead, supervise and manage 3 clinics with a headcount of 8 staff and 4 chiropractors
• Collaborated with Operations Manager and other Area Managers to improve customer service processes and support structures company-wide.
• Assisted in recruiting, hiring and training of team members.
• Weekly Statistics Reporting to Higher Management - To ensure that all staff in clinics meets high standards of practice and targets.
• Supported regulatory compliance by overseeing all audits to verify protocol adherence.
• Travelled to over 3 locations per week to manage each store and perform reviews of individual managers and employees.
• Tracked employee attendance and punctuality, and performance, addressing repeat problems quickly to prevent long-term habits.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Established and updated work schedules to account for changing staff levels and expected workloads.

Clinic Supervisor | April 2018 - March 2021

• Supervise a team of patient care ambassadors and manage their needs
• Responsible for patient service recoveries and feedbacks from patients promptly
• Coordinate and execute all CRM related communications to patients all year round (EDM, Birthday Cards)
• In charge of stock inventory and petty cash

Patient Care Ambassador | April 2016 - March 2018

• Be part of a team that provides professional Chiropractic care and educate patients and their family on Chiropractic care.
• Responsible for registration, payment collection, appointment scheduling, offering advice on Doctor’s advised frequency for adjustment.
• Establish rapport with patients to enhance patient’s return rate and renewal
• Assist at roadshows, corporate talks and other marketing events.
• Conduct Bio Structure Examination and Bilateral Weight for Spine Imbalance.
• To assist doctors and patients in the consulting room (Mandarin and dialects translation)

• Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care.
• Spoke to customers regarding lodging, grooming, daycare services and pricing and cross-sold additional items, including pet food, treats and toys.
• Maintained and updated daily log of time spent with dogs for calculating payments, itemizing activities and services provided.
• Promoted parasite protection as well as skin and coat health through regular grooming, dietary suggestions and supplement recommendations for pet owners.
• Collected animal waste produced on walks and discarded in trash or approved receptacles.

• Oversaw all front desk operations with eye for spa reputation, staff productivity and operational efficiency.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Placed new merchandise on shelves and racks in appealing, organized arrangements to drive sales.
• Responded to customer needs through competent customer service and prompt problem-solving.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Processed payments and returns with accuracy and efficiency.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.