Hannah Makal
Menasha,WI
Summary
Offering excellent communication and interpersonal skills, with natural ability to connect with patients. Brings understanding of medical office procedures and proficiency in managing patient records and scheduling appointments. Ready to use and develop organizational and problem-solving skills in patient care roles.
Overview
10
10
years of professional experience
Work History
Guest Service Specialist
UW Health
06.2024 - Current
- Serve as the first point of contact for general information for patients, visitors, and staff to provide a remarkable patient and family experience.
- Visitor Management in a high-traffic area: enforce visitor policies, verify appointment information using the Electronic Medical Record system, and navigate the check-in and patient workflows.
- Escort patients and visitors to registration, clinics, waiting areas, inpatient units, etc. using wheelchairs and other mobility devices.
- Monitor vendor check-in process and coordinate deliveries and drop-offs to and from the Information Desks.
- Manage patient housing programs, arrange local accommodations for patients and visitors using a hotel reservation system, and review multiple hospital-funded programs for patients with financial needs.
- Warmly greet our patients, visitors, and staff to create a welcoming environment.
Medical Assistant
Northwestern Medical Group
12.2023 - 05.2024
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
Membership Clerk
Costco
09.2023 - 03.2024
- Processes member sign ups, renewals and added cards.
- Assists members regarding item availability.
- Issues replacement and temporary cards, keys credit applications.
- Processes membership and merchandise returns by members for cash or credit.
- Processes member orders, collects payment while providing a high level of member service.
Optician
Keplr Vision
01.2023 - 08.2023
- Calibrated seg heights, vertex, and pupillary distance to customize eyeglass orders and create perfect fit.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Enhanced patient understanding of vision care options through comprehensive explanations of insurance benefits and coverage.
- Evaluated incoming prescriptions from optometrists for accuracy before dispensing eyewear to prevent potential errors or dissatisfaction.
- Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
- Filed claims with vision and medical insurance companies to collect payment for optical services.
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Developed patient education materials, empowering individuals with knowledge about their conditions and care options.
- Answered incoming calls, scheduled appointments and filed medical records.
Medical Assistant/Patient Access Representative
NorthShore University HealthSystem
03.2020 - 01.2023
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Contributed to revenue cycle improvements by identifying and rectifying billing discrepancies.
- Assisted in reducing no-show rates by implementing reliable follow-up and reminder system for appointments.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
Server Bartender/ Carry Out
Lettuce Entertain You
10.2018 - 12.2022
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Worked flexible hours across night, weekend, and holiday shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Enhanced dining experience, suggesting food and drink pairings that complemented menu offerings.
Customer Service Representative
Lowes Home Improvment
01.2019 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Assistant General Manager
Jimmy Johns
03.2016 - 11.2018
- Handled cash accurately and prepared deposits.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Worked effectively in fast-paced environments.
- Consistently met or exceeded daily sales goals through effective upselling and promotion of specials.
- Demonstrated leadership abilities by overseeing shifts as needed when the manager was unavailable.
- Reduced food waste with careful portion control and inventory management practices.
- Implemented regular quality checks on ingredients to ensure freshness and prevent potential health hazards from spoiled products.
- Enhanced customer satisfaction by efficiently preparing high-quality sandwiches in a timely manner.
- Trained new employees on company policies, procedures, and sandwich-making techniques, improving overall team performance.
- Contributed to a welcoming atmosphere by ensuring dining area cleanliness and proper table settings were maintained throughout the day.
- Greeted guests, promoted specials, and took orders.
- Restocked and rotated stock in display case to mitigate stock loss.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Kept kitchen, counter and dining areas cleaned and sanitized.
- Filled out daily shift log to record amount of food prepared, used and leftover.
Server
Park Ridge Country Club
04.2017 - 01.2018
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to member needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent member experiences.
- Cultivated warm relationships with regular members.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced member satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable member experience.
- Bussed and reset tables to keep dining room and work areas clean.
- Suggested wine pairings to go with specific menu items.
- Trained new servers on fine dining etiquette and company standards, improving overall team performance.
- Showcased extensive knowledge of menu items, offering adept recommendations to suit individual preferences.
- Continuously updated knowledge on wine pairings, enabling expert recommendations for members.
- Collaborated with kitchen staff for seamless communication and accurate preparation of customized orders.
- Supported special events such as weddings or corporate functions, executing flawless service tailored to unique requirements.
- Rolled silverware, set up tables and polished glassware and silverware.
- Resolved member complaints with empathy and professionalism, restoring member satisfaction and loyalty.
- Elevated member engagement by sharing detailed descriptions of menu items, including ingredients and preparation techniques.
Host/Restaurant Server
Buffalo Wild Wings
01.2015 - 05.2017
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Increased restaurant efficiency by maintaining an organized host stand, including menus, reservation logs, and seating charts.
- Collaborated with kitchen staff to communicate dietary restrictions or special requests from customers, ensuring accurate meal preparation.
- Maintained up-to-date knowledge of menu offerings and daily specials to accurately inform guests about their options.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Opened and closed seating sections according to volume of guests.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Bussed and reset tables to keep dining room and work areas clean.
- Established rapport with regular customers, fostering loyalty through exceptional service.
Education
No Degree - General Studies
Madison Area Technical College
Madison, WIHigh School Diploma -
Niles North High School
Skokie05-2015
Skills
- Strong empathy
- Exceptional communication
- Guest relations
- Complaint handling
- Computer skills
- Detail-oriented
- First aid training
- Payment processing
- HIPAA compliance
- Patient scheduling
- Medical terminology knowledge
- EMR / EHR
Timeline
Guest Service Specialist
UW Health
06.2024 - Current
Medical Assistant
Northwestern Medical Group
12.2023 - 05.2024
Membership Clerk
Costco
09.2023 - 03.2024
Optician
Keplr Vision
01.2023 - 08.2023
Medical Assistant/Patient Access Representative
NorthShore University HealthSystem
03.2020 - 01.2023
Customer Service Representative
Lowes Home Improvment
01.2019 - 03.2020
Server Bartender/ Carry Out
Lettuce Entertain You
10.2018 - 12.2022
Server
Park Ridge Country Club
04.2017 - 01.2018
Assistant General Manager
Jimmy Johns
03.2016 - 11.2018
Host/Restaurant Server
Buffalo Wild Wings
01.2015 - 05.2017
No Degree - General Studies
Madison Area Technical College
High School Diploma -
Niles North High School
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