Donielle Wiest
Highspire,PA
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Transplant Assistant
PSH Hershey Medical Center, Kidney
01.2023 - Current
- Input labs and records from eFax,
- Checked department mail and sorted and gave to appropriate staff
- Answered patient inquiries and provided information about healthcare services
- Scheduled patients for appointment
- Answered patient inquiries and provided information about healthcare services
- Supported office operations by expertly handling administrative needs
Patient Client Support Services Representative
Penn State Health Virtual Care
03.2022 - 01.2023
- Assisted community, patients, staff, and providers with technical challenges to achieve successful virtual appointments and patient satisfaction.
- Other duties include serving as Medical Office Associate 2 for registering, scheduling, and checking patients in and out of Electronic Medical Records for their appointments.
- Assisted with department flow
- Kept patient information and records secure by using private hospital databases and withholding information from outside sources.
- Demonstrated respect, friendliness, and willingness to help wherever needed
- Organized and detail-oriented with strong work ethic
- Managed time efficiently to complete all tasks within deadlines
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Developed and maintained courteous and effective working relationships
- Identified issues, analyzed information, and provided solutions to problems
Owner Operator
Wiest Masonry
06.2008 - 12.2022
- Managed day-to-day business operations.
- Evaluated suppliers to maintain cost controls and improve operations.
- Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
- Prepared annual budgets with controls to prevent overages.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs, increasing profit margin by 8% first year. Continued to increase profit margins during time in business.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Consulted with customers to assess needs and propose optimal solutions.
Telehealth Program Assistant
Penn State Health Tele Observation
05.2021 - 03.2022
- Served Healthcare system for virtual care needs with three hospitals within Penn State health system.
- Adhere to policies and procedures set for tele - observation team.
- Completed daily logs regarding patients for management review.
- Trained employees on office policies and procedures.
- Answered incoming calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Monitored, tracked, and conveyed important patient information to healthcare staff through procedure protocols
- Developed rapport to create a safe and trusting environment for care with nursing and patients
- Answered patient assistance calls and reported to assigned nurse
Scheduler
PSH Bone And Joint Institute And Therapy Services
10.2019 - 05.2021
- Sorted faxes and sent them to correct providers for review
- Maintained message pools reviewing, answering, or forwarding to correct person
- Trained new schedulers
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Answered over 80 telephone calls per day to offer office information, answer questions, and direct calls to staff.
- Registered patients and completed associated paperwork for accurate records.
- Scheduled consultations, return appointments, and transferred accordingly to correct staff.
- Worked with supervisors and team members to understand schedule needs and bring schedule booked to appropriate patient levels.
Smile Guide
Smile Direct Club
11.2018 - 01.2019
- Took 3D imaging for impressions for clear aligner braces, was Leader in sales by 3% and production, presented products, and addressed patient questions.
- Guided patients through expectations and timelines
- Assisted new employees in ensuring smooth coordination and oversight of educational requirements
- Ensuring excellent service delivery from initial contact to departure in person or via phone
- Marketed dentistry services to prospective clients, contributing to 2% increase in customers
- Provided administrative support in a fast-paced office environment which included managing priority initiatives, and various projects, obtaining client data, scheduling appointments, maintaining calendars and managing client needs
- Responsible for chair side assistance for restoration and oral surgery procedures, taking x-rays, charting updates in patient charts while multi-tasking daily activities.
- Built personal relationships with guests to promote positive experiences.
- Communicated professionally with patients, answering questions and addressing concerns to boost satisfaction.
- Collected and deposited payments from patients.
Phlebotomist ASCP
Penn State Health Hershey Medical Center
01.2018 - 06.2018
- Register and verify patient information to verify patient's information is correct
- Obtaining tests in the correct order of draw
- Ability to explain the blood draw process to patients.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Centrifuged blood samples as outlined in clinical protocols.
- Used personal protective equipment correctly to protect coworkers and patients.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Organized daily work based on collection priority.
- Participated in continuing education programs to stay up to date on new technologies and procedures.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Verified patients' identification for proper sample collection.
- Collected blood samples in accordance with laboratory protocols and regulations.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Provided guidance and support to laboratory personnel.
Phlebotomy Technician II
Geisinger Holy Spirit
04.2018 - 06.2018
- Register and verify patient information to verify patient's information is correct
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Centrifuged blood samples as outlined in clinical protocols.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Obtaining tests in the correct order of draw
- Ability to explain the blood draw process to patients.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Collected fluid or tissue samples by using appropriate collection procedures.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Used personal protective equipment correctly to protect coworkers and patients.
- Reviewed patient records for accuracy and completeness.
- Promoted mission, vision, and values of organization and trained new clinical staff in phlebotomy procedures.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Organized daily work based on collection priority.
- Participated in continuing education programs to stay up to date on new technologies and procedures.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
Phlebotomy Student
Geisinger School of Phlebotomy
01.2018 - 04.2018
- Flex time employee during class
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Used personal protective equipment correctly to protect coworkers and patients.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Centrifuged blood samples as outlined in clinical protocols.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Verified patients' identification for proper sample collection.
- Collected blood samples in accordance with laboratory protocols and regulations.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
- Followed established safety protocols and standards to minimize risk of infection and injury.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Verified proper storage and transportation of specimens to laboratories.
- Reviewed and processed requisitions for laboratory tests.
- Reviewed patient records for accuracy and completeness.
- Monitored supply levels and placed orders for laboratory supplies.
Administrative Assistant
Bath Fitter
09.2017 - 01.2018
- Answered multi-line phone system, routing calls, and delivered messages to staff. Made outgoing calls to clients 50+ per day.
- Executed record filing system to improve document organization and management.
- Created and maintained databases to track and record customer data.
- Assisted coworkers and staff members with special tasks daily.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Volunteered to help with special projects of varying degrees of complexity.
- Assisted development and implementation of new administrative procedures
- Processed customer orders accurately and within agreed timeframes to meet service standards
Dental Assistant
Settino and Sheets Family Dentistry
02.2015 - 07.2015
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments daily procedures.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Prepared patient x-rays and images for dentist review.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Explained treatment procedures and instructed patients on home care guidelines.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Took dental images following strict patient protection rules, applying lead aprons.
- Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
- Monitored patient comfort and safety during dental procedures.
- Prepared and sterilized instruments and materials for use by dentists.
- Prepared patient X-rays and images for review by dentist.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings,casts and impressions.
- Staged tray for procedures by arranging dental instruments and equipment.
- Helped dentists restore teeth by applying permanent and temporary fillings and crowns.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.
- Made preliminary impressions for study casts and occlusal registrations for mounting study casts.
Front End Assistant and Child Care Assistant
Progress Fitness
04.2014 - 09.2014
- Courteously greeted and checked in members, handled class sign up, answered incoming calls and obtained payments
- Oversaw child care center by providing recreational activities and snacks while ensuring the safety and overall welfare of each child.
- Worked flexible schedule and extra shifts to meet business needs.
- Greeted customers entering store and responded promptly to customer needs.
Certified Nursing Assistant
Masonic Village of Elizabethtown
04.2014 - 09.2014
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Documented patient information and care activities in electronic health record.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Facilitated personal hygiene management, feeding and ambulation.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Upheld infection control and prevention policies across different patient-facing areas.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Medical Office Associate
Penn State Hershey Medical Center
12.2010 - 12.2013
- Answered over 80 telephone calls per day to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out, and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Provided prompt, polite and professional in-person and telephone customer service.
- Updated patient information and insurance details for accurate electronic medical records.
- Registered patients and completed associated paperwork for accurate records.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Reconciled daily payments received and prepared deposits for smooth office finances.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Dental Assistant
Richard Edwards, DDS
03.2007 - 12.2010
- Promoted dentistry products and services, delivering excellent customer service and ensuring smooth and efficient operation of front desk operations
- Responsible for repeat business and high levels of satisfaction through customer surveys
- Actively engaged patients in person and via phone, handling variety of administrative tasks, which included, but were not limited, to, daily appointment scheduling, data entry and verification, filing and other duties, as needed
- Exposed, developed, and mounted dental x-rays.
- Helped dentist restore teeth by applying permanent and temporary fillings and crowns.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.
- Provided chair side assistance for various procedures, took x-rays, updated charts while multi-tasking daily activities.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments for 5 to 15 procedures daily.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting supply orders.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Explained treatment procedures and instructed patients on home care guidelines.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Took dental images following strict patient protection rules, applying lead aprons.
- Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
- Monitored patient comfort and safety during dental procedures.
- Prepared and sterilized instruments and materials for use by dentists.
- Prepared patient X-rays and images for review by dentist.
- Scheduled and confirmed patient appointments.
- Made preliminary impressions for study casts and occlusal registrations for mounting study casts.
- Designed dental report card to explain patient dental health status and treatment plans.
Education
Bachelor of Science - Health Policy And Administration
Penn State University
World Campus2026
Phlebotomy Certification -
Geisinger School of Phlebotomy
Wilkes-Barre, PA2018
Associate Degree - EFDA
Keystone Technical Institute
Harrisburg, PA2007
Skills
- Business Development
- Staff Management
- Operations Management
- Financial Management
- Approachable and Outgoing
- Issue Identification
- Adaptable and Flexible
- Departmental Coordination
- Systems Thinker
- Team Oversight
Certification
- Certified Nurse Assistant Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The price of inaction is far greater than the cost of a mistake
Meg Whitman
Timeline
Transplant Assistant
PSH Hershey Medical Center, Kidney
01.2023 - Current
Patient Client Support Services Representative
Penn State Health Virtual Care
03.2022 - 01.2023
Telehealth Program Assistant
Penn State Health Tele Observation
05.2021 - 03.2022
Scheduler
PSH Bone And Joint Institute And Therapy Services
10.2019 - 05.2021
Smile Guide
Smile Direct Club
11.2018 - 01.2019
Phlebotomy Technician II
Geisinger Holy Spirit
04.2018 - 06.2018
Phlebotomy Student
Geisinger School of Phlebotomy
01.2018 - 04.2018
Phlebotomist ASCP
Penn State Health Hershey Medical Center
01.2018 - 06.2018
Administrative Assistant
Bath Fitter
09.2017 - 01.2018
Dental Assistant
Settino and Sheets Family Dentistry
02.2015 - 07.2015
Front End Assistant and Child Care Assistant
Progress Fitness
04.2014 - 09.2014
Certified Nursing Assistant
Masonic Village of Elizabethtown
04.2014 - 09.2014
Medical Office Associate
Penn State Hershey Medical Center
12.2010 - 12.2013
Owner Operator
Wiest Masonry
06.2008 - 12.2022
Dental Assistant
Richard Edwards, DDS
03.2007 - 12.2010
Bachelor of Science - Health Policy And Administration
Penn State University
Phlebotomy Certification -
Geisinger School of Phlebotomy
Associate Degree - EFDA
Keystone Technical Institute
- Certified Nurse Assistant Training
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