Celebrating our administrative health professionals

It takes a strong team to make exceptional cancer care possible, and booking clerk Victoria Ray is an integral player in providing that care.

Victoria’s critical thinking, co-ordination skills, and knowledge of operations, processes and systems help cancer care teams navigate busy days with confidence.

One of six booking clerks supporting hematology clinics in Halifax, Victoria is often one of the first points of contact a patient has. Working closely with the four hematologists she supports, Victoria reviews emails, manages booking queues, and schedules returning patients. She balances available appointment slots against when a patient needs to be seen, then notifies them of their appointment by phone or letter. She also places reminder calls the day prior and greets patients when they arrive.

“I love what I do,” Victoria says. “The people I work with are phenomenal. We are a real team, and I love being a contact for patients – a friendly voice at a time when they are often very worried.”

What many don’t see are the challenges booking clerks like Victoria face. Whether it’s having to cancel and rebook patients when a physician needs to cancel or change a clinic, limited clinic hours for the number of patients who need to be seen, or prioritizing urgent patients when their doctor is away, having a strong relationship with the team is critical.

“We work together to address challenges as they arise,” says Victoria. “No two days are the same. One day it might be me that needs to reach out for help solving a problem and the next day, I might be asked for help.”

Victoria recalls the implementation of One Person, One Record (OPOR) in Central Zone and the strain it put on everyone. “I have a background in library systems,” she says, “and it helped me understand the benefits that OPOR would bring.  OPOR meant new ways of working and the early days were hard, but it’s easier now. Working with OPOR is like learning any new skill, you get more comfortable by doing. The job aides, tip sheets and the peer mentors were helpful – but supporting and answering each other’s questions is what really got us through those early days.”

Administrative health professionals like Victoria have the unique role of being there for patients as they navigate through the system, while simultaneously providing support to staff to ensure the system runs smoothly – a skill not often celebrated but integral to the overall success of a program.

Cancer Care leaders thank Victoria, and all administrative health professionals whose expertise, dedication, and support make exceptional patient care possible every day.