Emily Houghton
Montverde,FL
Summary
Diligent professional with a proven track record in managing front office operations and enhancing client satisfaction. Expertise in implementing process improvements that streamline administrative tasks and significantly boost team efficiency. Strong organizational and communication skills contribute to maintaining a productive work environment, fostering collaboration, and driving results. Committed to delivering exceptional service while adapting to the evolving needs of clients and the organization.
Overview
2026
2026
years of professional experience
Work History
Heart & Vascular Institute Sr. Front Office Assistant
Orlando Health, Clermont
2025 - Current
- Completing pre-registration workqueue
- Managed front office operations, ensuring efficient patient flow and minimizing wait times.
- Coordinated scheduling for outpatient appointments, optimizing resources and enhancing patient satisfaction.
- Implemented electronic health record systems, streamlining documentation processes across departments.
- Analyzed feedback to improve front office processes, driving efficiency in daily tasks.
- Managed high-volume phone lines, ensuring prompt responses to both internal and external calls.
- Increased customer service success rates by quickly resolving issues.
CVICU UNIT SECRETARY
Orlando Health, Orlando
2024 - 2025
- Creates patient charts.
- Submits work orders for maintenance, biomedical, engineering, etc.
- Code cart monitoring.
- Keeping track of patient movement in the patient logbook.
- Answer unit phone calls, and transfer calls if necessary.
- Place a daily stock order for the nourishment room.
- Managed patient admissions, ensuring accurate documentation and compliance with hospital policies.
- Coordinated communication between medical staff, patients, and families to enhance care delivery.
Certified Nursing Assistant
Orlando Health, Orlando
2023 - 2024
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff for timely intervention.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Advocated for patient needs, enhancing overall experience within healthcare environment.
- Maintained accurate patient records and documentation in electronic health systems.
- Implemented infection control measures, contributing to improved patient outcomes.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Maintained clean and safe environment, reducing risk of infections and promoting health.
- Provided emotional and psychological support to patients and their families, fostering positive healthcare experience.
- Documented patient conditions and care provided, ensuring accurate health records for informed medical decisions.
Scheduling Coordinator/M.A.
GlamLab Medical Aesthetics, Orlando
2022 - 2023
- Sending patient forms.
- Checking patients in and out
- Cash handling.
- Laser hair removal.
- Microneedling.
- Assistant with Botox and Filler treatments
- Scanning forms into the patient portal.
- Took Patient Vitals before seeing the Provider
- Marketing and media.
- Coordinated appointment schedules for clients, optimizing staff availability and service delivery.
- Implemented scheduling software to streamline booking processes and enhance client experience.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
CNA
Paul Oliver Hospital, Frankfort
2022 - 2022
- Assisted patients with daily living activities to enhance comfort and dignity.
- Monitored vital signs and reported changes to nursing staff for timely interventions.
- Maintained patient records accurately, ensuring compliance with healthcare regulations.
- Advocated for patient needs, fostering a supportive environment within the healthcare team.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
Server/Bartender
231 Bar & Grill, Thompsonville
2021 - 2022
- Delivered exceptional customer service in high-volume dining environment.
- Trained and mentored new staff on menu offerings and service standards.
- Managed multiple tables efficiently, ensuring timely food and beverage delivery.
- Built rapport with guests to enhance their dining experience and encourage return visits.
- Managed inventory of dining supplies to prevent shortages during service.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Ensured accurate cash handling and processed transactions swiftly, contributing to restaurant's financial accuracy.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
Teller I
TCF Bank, Traverse City
2020 - 2021
- Processed customer transactions efficiently, ensuring accuracy and compliance with bank policies.
- Assisted clients in account inquiries, providing exceptional service and resolving issues promptly.
- Monitored cash levels and maintained accurate records to ensure branch security and operational integrity.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Increased customer satisfaction through friendly interactions and resolving issues promptly.
- Reduced errors in transaction processing by implementing double-check system for large withdrawals and deposits.
Key Holder/Sales Lead
Aeropostale, Grand Rapid
2019 - 2020
- Supervised daily store operations, ensuring adherence to company policies and procedures.
- Trained and mentored new staff on operational standards and customer service practices.
- Managed cash handling processes, maintaining accurate registers during shifts.
- Facilitated inventory management, including stock replenishment and visual merchandising strategies.
- Implemented loss prevention techniques, reducing shrinkage through effective monitoring.
- Developed team schedules to optimize staffing levels during peak hours and events.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Enhanced customer experience by providing exceptional service and addressing inquiries promptly.
- Increased store sales by creating visually appealing merchandise displays and product placements.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Educated staff on strategies for handling difficult customers and challenging situations.
Hostess, Server
Olive Garden, Grandville
2017 - 2019
- Managed guest seating arrangements to optimize flow and enhance dining experience.
- Managed multiple tables efficiently during peak hours, enhancing overall dining experience.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Coordinated with waitstaff to ensure timely service and guest satisfaction.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Opened and closed seating sections according to volume of guests.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Education
No Degree -
Southern New Hampshire University
Online05.2021
No Degree -
Grand Valley State University
Allendale04.2020
High School Diploma -
Buckley Community Schools
Buckley05-2017
Skills
- Patient registration
- Time management skills
- Infection control measures
- Patient advocacy strategies
- Workflow optimization
- Emergency response support
- Reception duties
- Strong organization
- File management
- Document preparation
- Opening and closing offices
- Insurance verification
- Filing
- Schedule coordination
- Problem-solving capacity
- Cross-functional collaboration
- Front office management
- Appointment scheduling
- Electronic health records
- Customer service excellence
- High-volume call handling
- Process improvement
- Medical documentation
- Vital sign monitoring
- Compliance with HIPAA
- Team communication coordination
- Inventory management
- Cash handling procedures
- Call routing
- Record preparation
- Multitasking capacity
- Teamwork and collaboration
- Attention to detail
- Telephone and email etiquette
- Active listening
- Self motivation
- Excel spreadsheets
Timeline
Heart & Vascular Institute Sr. Front Office Assistant
Orlando Health, Clermont
2025 - Current
CVICU UNIT SECRETARY
Orlando Health, Orlando
2024 - 2025
Certified Nursing Assistant
Orlando Health, Orlando
2023 - 2024
Scheduling Coordinator/M.A.
GlamLab Medical Aesthetics, Orlando
2022 - 2023
CNA
Paul Oliver Hospital, Frankfort
2022 - 2022
Server/Bartender
231 Bar & Grill, Thompsonville
2021 - 2022
Teller I
TCF Bank, Traverse City
2020 - 2021
Key Holder/Sales Lead
Aeropostale, Grand Rapid
2019 - 2020
Hostess, Server
Olive Garden, Grandville
2017 - 2019
No Degree -
Southern New Hampshire University
No Degree -
Grand Valley State University
High School Diploma -
Buckley Community Schools