Olivia Gomes
Lowell
Summary
Professional with strong background in healthcare management, adept at optimizing practice operations and improving patient care. Demonstrates keen focus on team collaboration and achieving measurable results, showing adaptability to changing needs. Skilled in strategic planning, staff development, and process improvement, with reliable and results-driven approach. Recognized for effective communication, leadership, and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Practice Manager
Banfield Animal Hospital
Chelmsford, MA
05.2021 - Current
- Led daily operations to ensure efficient workflow and optimal patient care.
- Trained and mentored staff on best practices in animal care and customer service.
- Developed scheduling strategies to maximize resource utilization and team productivity.
- Oversaw inventory management, ensuring availability of medical supplies and equipment.
- Collaborated with veterinarians to enhance service delivery and client satisfaction initiatives.
- Analyzed operational data to inform strategic decisions for practice growth and efficiency.
- Fostered a positive work environment through effective communication and team-building activities.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Addressed and remedied all patient or team member issues.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Monitored and analyzed patient feedback to identify areas for improvement in service delivery.
- Coordinated with healthcare providers to ensure that patient care plans were effectively implemented.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Shift Lead
Banfield Animal Hospital
Chelmsford, MA
06.2020 - 05.2021
- Supervised daily operations and ensured adherence to veterinary protocols and standards.
- Trained and mentored staff on best practices in animal care and customer service.
- Monitored patient care procedures, ensuring compliance with health regulations and safety measures.
- Facilitated communication between veterinary teams and pet owners to enhance client satisfaction.
- Led team meetings to address challenges, share knowledge, and foster a collaborative environment.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped the Practice Manager meet standards of service and quality in daily operations.
- Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Veterinary Assistant
Banfield Animal Hospital
Chelmsford, MA
03.2019 - 06.2020
- Educated pet owners on post-treatment care and preventative health measures.
- Monitored patient health and documented vital signs accurately during examinations.
- Assisted veterinarians in administering treatments and performing diagnostic procedures.
- Scheduled appointments and managed patient flow to optimize clinic efficiency.
- Trained new staff on clinic protocols, equipment usage, and animal handling techniques.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
- Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
- Ensured accuracy of medical records by diligently documenting all relevant information for each patient visit.
- Collaborated with veterinary staff to provide exceptional customer service while managing phone calls and front desk tasks.
- Contributed to a clean and safe environment by maintaining surgical instruments, equipment, and facilities.
- Recorded symptoms and documented medical observations to inform treatment decisions.
- Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
- Assisted with euthanasia procedures in humanely and compassionately to minimize suffering.
- Promoted preventive care services by educating clients on the importance of routine check-ups, vaccinations, and dental cleanings.
- Expedited laboratory processing times by collecting samples efficiently for blood work or other testing purposes.
- Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
- Facilitated smoother surgical procedures by efficiently setting up surgical suites according to veterinarian specifications.
- Streamlined patient admission and discharge processes for increased efficiency and client satisfaction.
- Prepared animals for surgery, including pre-operative care and post-operative monitoring.
- Assisted in development of treatment plans, collaborating closely with veterinarians to address specific patient needs.
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave.
- Monitored vital signs and provided nursing care for animals.
- Collected and prepared specimens and samples for outside laboratory analysis.
Dog Daycare Attendant
The Social Pup
Lowell, MA
09.2016 - 06.2019
- Supervised daily playgroups to ensure safety and socialization among dogs.
- Implemented structured playtime schedules to promote physical activity and engagement.
- Communicated with pet owners regarding their dogs' behavior and health needs effectively.
- Monitored dog interactions, addressing behavioral issues promptly to ensure harmonious play environments.
- Gave animals proper attention to promote secure environment in owner's absence.
- Supported overall facility cleanliness by regularly sanitizing dog spaces and equipment to maintain a healthy environment.
- Ensured timely feeding schedules were maintained for all dogs within the facility according to owner-provided instructions.
- Exercised animals regularly with walks and rigorous play activities.
- Assisted in the recruitment and training of new team members by sharing best practices and mentoring them throughout their onboarding process.
- Reduced anxiety in new or nervous dogs by using calming techniques and providing one-on-one attention, fostering more welcoming environment.
- Increased owner satisfaction, providing regular updates and photos of their pets' day, promoting peace of mind.
- Washed, trimmed, and brushed animals to maintain good grooming standards.
Education
High School Diploma -
Greater Lowell Technical High School
Tyngsboro, MASkills
- Schedule management
- Practice management
- Workflow management
- New hire training
- Staff development
- Supplies ordering
- HIPAA and OSHA regulations
- Performance metrics
- Staff scheduling
- Patient education
- Inventory and restocking
- Patient safety
Timeline
Practice Manager
Banfield Animal Hospital
05.2021 - Current
Shift Lead
Banfield Animal Hospital
06.2020 - 05.2021
Veterinary Assistant
Banfield Animal Hospital
03.2019 - 06.2020
Dog Daycare Attendant
The Social Pup
09.2016 - 06.2019
High School Diploma -
Greater Lowell Technical High School