Brooke Whaley
Luckey,OH
Summary
Healthcare professional with proven track record in managing front-desk operations, patient scheduling, and medical records. Known for collaborative approach and achieving efficient office workflows, adapting to changing needs with ease. Skilled in patient communication, appointment coordination, and administrative support.
Professional, skilled in crafting high-quality beverages and providing exceptional customer service. Strong focus on teamwork, ensuring smooth operations and meeting customer needs efficiently. Adaptable and reliable, ready to excel in fast-paced environments. Expertise in coffee preparation, machine maintenance, and inventory management, with friendly and approachable demeanor.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Barista
Wild Brew
Woodville, OH
10.2025 - Current
- Expertly prepared and served a variety of coffee beverages, including espresso, cappuccino, latte, and cold brew
- Consistently maintained high standards of quality in every drink made, ensuring customer satisfaction for over 50 customers per day.
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their needs promptly
- Maintained cleanliness and organization of the coffee bar area at all times for a pleasant customer experience
- Responded effectively to customer complaints or concerns by listening attentively and resolving issues promptly
- Delivered exceptional customer service in fast-paced coffee shop environment.
- Managed inventory levels to ensure an adequate supply of coffee beans, milk, syrups, and other ingredients.
Medical Receptionist
Firelands Health
Sandusky, OH
06.2024 - 06.2025
- Validate health insurance and ID- driver's license
- Managed patient scheduling and appointment confirmations to optimize clinic workflow for over 100 clients a week.
- Open and close the doctors’ office
- Facilitated communication between patients and healthcare providers, ensuring timely responses to inquiries.
- Organize paperwork
- Managed front desk operations, including greeting patients, scheduling appointments, and answering phone calls
- Verified patient insurance information and collected co-pays and payments for services rendered
- Maintained accurate electronic medical records (EMR) by updating patient demographics and medical history
- Assisted in the coordination of patient referrals to other healthcare facilities or specialists when necessary
- Responded promptly to patient inquiries regarding appointment availability, clinic hours, and general inquiries about services provided
- Collaborated with medical billing department to resolve any issues related to insurance claims or billing discrepancies
- Managed confidential patient information according to HIPAA regulations while maintaining utmost professionalism at all times
Patient Care Technician
Firelands Health
Sandusky, OH
10.2022 - 10.2023
- Took care of patients and helped with daily activities and care
- Bathed patients; fed patients; changed their linen on their beds; administered glucose tests; obtained vitals; assisted patients with dressing clothing; transported patients; helped with ambulatory movements
- Provided direct patient care, including bathing, grooming, and feeding assistance
- Monitored vital signs and reported any abnormalities to the nursing staff
- Assisted with transferring patients in and out of beds or wheelchairs
- Prepared and maintained patient rooms by ensuring cleanliness and stocking necessary supplies
- Documented patient information accurately and timely in electronic medical records system
- Responded promptly to call lights and requests for assistance from patients
- Ensured compliance with infection control protocols during all patient interactions
- Supported patients' emotional well-being through active listening and compassionate communication
- Assisted in transporting patients to various departments within the healthcare facility for tests or procedures
- Provided comfort measures such as positioning pillows, blankets, or adjusting room temperature as needed
- Maintained confidentiality of patient information at all times
- Aided in the collection of specimens (urine, stool) for laboratory analysis
- Followed established protocols when handling hazardous materials or biohazard waste
- Participated in ongoing training programs to enhance knowledge of medical terminology, procedures, and equipment usage
- Escorted discharged patients safely out of the facility while providing appropriate instructions on follow-up care
Cashier
BASSETT'S MARKET
Bellevue, OH
11.2021 - 09.2022
- Customer service
- Handled money
- Scanned groceries and cash them out
- Stocked bags/ receipt paper at register
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed
- Collaborated with the store management team to resolve pricing discrepancies or product returns
- Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
- Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs
- Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers
- Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers
- Contributed ideas for improving checkout processes or enhancing customer experience based on feedback from customers or colleagues
- Resolved customer complaints regarding pricing errors or product availability with professionalism
- Suggested alternative products when requested items were out of stock
- Performed opening/closing duties including counting money in the register before/after shifts
- Demonstrated strong attention to detail when processing complex transactions involving multiple payment methods
- Developed rapport with regular customers by remembering their preferences and providing personalized service
- Managed customer complaints or concerns promptly, ensuring a positive resolution and maintaining customer satisfaction
Customer Service
Miller’s Drive In Ice Cream
Bellevue, OH
03.2018 - 10.2021
- Handled money; cash ice cream/ food orders out
- Took ice cream/ food orders; made ice cream orders
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
- Implemented new strategies to improve the overall customer experience, resulting in an XX% increase in customer satisfaction ratings
- Developed strong relationships with key clients through regular communication and personalized support
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
Education
College - Sonography
Bowling Green State University-Firelands
Huron, OH10-2022
High school diploma -
Bellevue Jr/Sr High School
Bellevue, OH05-2020
Skills
- Time management
- Attention to detail
- Team player
- Opening and closing duties
- Insurance verification
- Patient relations
- Exceptional customer service
- Professional correspondence
- Active listener
- Professional demeanor
- Memorization
- Medical records verification
Certification
- Driver's License
- Certified Medical Assistant Certification
- Heartsaver Certification
- BLS/First Aid Certification
Languages
English
Timeline
Barista
Wild Brew
10.2025 - Current
Medical Receptionist
Firelands Health
06.2024 - 06.2025
Patient Care Technician
Firelands Health
10.2022 - 10.2023
Cashier
BASSETT'S MARKET
11.2021 - 09.2022
Customer Service
Miller’s Drive In Ice Cream
03.2018 - 10.2021
College - Sonography
Bowling Green State University-Firelands
High school diploma -
Bellevue Jr/Sr High School
Additional information
- Have a love of taking care and helping people out with daily activities in order to recover from sicknesses/other disabilities
- Friendly/ personable/ caring
- Professionalism
- Able to work well with others/ provide feedback
- Positive mindset, that allows me to perform tasks well
- Time management is key to success
- Healthcare environment has always been my calling.
- I obtained my Certified Clinical Medical Assistant through Stepful and the National Health Career Association
- I have 2 nephews that I adore very much. I love kids and being around kids.