Mihaela Cristina Popa

• Available and experienced in working shifts from 12 noon to 4 AM Romania Time (EEST/UTC+3), corresponding to 5 AM to 9 PM EDT/UTC-4, demonstrating flexibility and effective communication across different time zones.
• Matching clients with appropriate medical or mental health professionals based on individualized needs and case complexity, while maintaining consistent quality across diverse regional healthcare systems in Canada.
• Communicated with specialist offices via phone, email, or fax (in English and French) to gather relevant information, ensuring efficient collaboration with nursing staff for optimal client outcomes. Used both written and spoken French when coordinating with healthcare offices and clients in Quebec, ensuring clear communication and effective service delivery in a bilingual environment.
• Maintained and updated internal databases to ensure information accuracy and accessibility.
• Drew on senior team member status to informally mentor peers and coordinate daily operations across a remote, cross-functional team (nurses, health coaches, admin staff) located in multiple Canadian provinces.
• Regularly initiated and proposed workflow enhancements, operations improvements, and procedural changes, improving efficiency and alignment in a fully remote environment.
• Took an active role in recruitment and peer interviewing, leveraging my long tenure to help identify high-potential candidates who fit the team culture, and performance expectations.
• Assumed informal leadership responsibilities by managing task delegation, offering conflict mediation support, and maintaining a collaborative team environment.
• Designed onboarding and training materials for new hires to streamline integration and performance, using insights gained from long-term remote collaboration and cross-role coordination.
• Facilitated regular team brainstorming discussions around system enhancements, internal tools, and team practices to drive operational efficiency.

In this part-time contract position, I collaborate remotely with cross-disciplinary teams—including nurses, naturopaths, and health coaches—across Canada to enhance women's healthcare services, with a focus on perimenopause and menopause. My work blends digital resource curation, process improvement, and patient-centered service development, requiring strong communication, cultural sensitivity, and adaptability.

Key responsibilities include:

• Maintaining and updating internal databases of healthcare providers and specialists across Canada.
• Creating and customizing member care plans, aligning digital tools, and clinical recommendations to deliver personalized support.
• Drafting AI chatbot content to enhance automated support.
• Participate in developing and improving healthcare workflows, SOPs, and digital services.
• Curate and manage credible educational resources (articles, videos, podcasts) tailored to client needs, and clinical guidelines.
• Support customer service operations using Zendesk, a leading customer support and ticketing platform, including testing and implementing new features to improve workflows and overall efficiency.
• Contribute to content development and workflow design for EMR systems, improving documentation and navigation for clinicians.
• Uphold the company's mission by delivering high-quality, operational, and patient-centered support in a fully distributed healthcare environment.
• Occasionally supported the marketing team by analyzing website performance and user behavior using tools such as Hotjar and Microsoft Clarity. Generated heatmaps, interpreted user interaction data, and provided actionable recommendations to enhance user experience, and optimize site engagement.

• Coordinated student enrollment processes yearly, managed internal databases of 700+ pupils, and handled front-desk administrative tasks to ensure smooth daily operations.
• Oversaw the center's social media presence, and collaborated on creating marketing and promotional materials.
• Acted as a liaison with the British Council for Cambridge exam coordination and compliance.
• Worked closely with the CEO on internal communications, staff scheduling, and supporting hiring activities.
• Assisted in onboarding new staff, and contributed to developing internal procedures and documentation.
• Helped supervise customer service staff and ensured high-quality communication with students and parents.
• Participated in organizing the annual Cambridge exams, maintaining exam integrity, and logistical standards.
• Supported internal reporting, and participated in staff meetings to provide feedback on center operations.
• Contributed to partnerships with educational and community organizations to enhance the center's profile.
• Adapted easily to shifting needs, and maintained strong communication in a dynamic academic environment.