Briana Hayes
Phoenix Senior Living
11
years of professional experience
Empathetic professional with a strong background in customer service and healthcare. Skilled in relationship building and staff mentoring, with a proven ability to resolve issues and ensure compliance. Ready to deliver exceptional care and support to patients and families.
Knowledgeable with hands-on experience, providing compassionate care. Successfully supporting teams by ensuring and maintaining detailed documentation. Demonstrated effective communication and problem-solving skills in fast-paced environments.
Recognized for strong communication skills and ability to learn and adapt to changes quickly.
Work History
Medication Aide
3 Years 5 Months- Administer medications, monitor resident conditions, document in eMAR, and provide compassionate dementia-focused care. Maintain medication cart organization, perform narcotic counts, communicate changes to nursing staff, and support team efficiency and resident safety.
- Trained new aides on medication administration processes and safety practices.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
Customer Service Representative
8 Months- Provide exceptional customer service to employees, retirees, and plan participants by assisting with questions related to health insurance, benefits enrollment, retirement plans, and other employer-sponsored benefit programs. Resolve customer concerns accurately while maintaining confidentiality and compliance with HIPAA and company policies.
- Responded to customer requests for products, services, and company information.
Marketing Assistant
3 Years 3 Months- Develop and maintain relationships within the community to identify and recruit individuals who can benefit from non-medical home care services.
- Build relationships with hospitals, physician offices, rehabilitation centers, assisted living facilities, senior centers, hospice agencies, social workers, case managers, and community organizations to generate client referrals.
- Conduct community outreach through networking events, health fairs, presentations, and local partnerships.
Non-Emergency Medical Driver
2 Years 2 Months- Ensured timely transportation of patients to medical appointments across designated routes.
- Maintained vehicle cleanliness and compliance with safety regulations for optimal operational efficiency.
- Assisted passengers with mobility needs, providing compassionate support during transport.
- Managed scheduling of rides, optimizing routes to enhance service delivery and reduce wait times.
- Utilized wheelchair lifts properly, ensuring patient safety while boarding or disembarking from the vehicle.
Education
High School Diploma
Skills
Team Leadership
Staff Mentoring & Training
Shift Coordination
Delegation
Conflict Resolution
Decision-Making
Accountability
Performance Coaching
Problem Solving
Initiative
Quality Improvement
Workflow Optimization
Exceptional Customer Service
Active Listening
Relationship Building
Patient & Family Communication
Professional Communication
Empathy
Complaint Resolution
Client Education
Telephone Etiquette
Confidentiality
Multitasking
HIPPA Compliance
Patience
Reliability
Flexibility
Dependability
Positive Attitude
Strong Work Ethic
Collaboration
Timeline
Medication Aide
Phoenix Senior Living
03.2023 - CurrentRead More
Customer Service Representative
Willis Towers Watson
07.2022 - 03.2023Read More
Marketing Assistant
Courageous Home Care
03.2019 - 06.2022Read More
Non-Emergency Medical Driver
Mv Transporation
01.2016 - 03.2018Read More
Buchholz High
High School Diploma
Read More