- Experimenting with different creative mediums, like Resin, colorful dyes, and embellishments, to expand skills and techniques
- Exploring various forms of art, such as Candles, Soaps, and skincare, to nurture creativity and personal growth
Itaka Lilly
Medical Administrative Assistant
Louisville,KY
Summary
Organized and reliable administrative professional with strong background in healthcare environments. Skilled in managing patient records, coordinating schedules, and ensuring smooth office operations. Collaborative team player with focus on achieving results and adapting to changing needs. Known for strong communication skills, attention to detail, and ability to handle sensitive information with discretion.
Overview
27
27
years of professional experience
Work History
Front Desk/Night Auditor
Hotel Candlewood Suites Louisville Airport
01.2025 - Current
- I fulfill two different roles at this hotel utilizing my experience in Front Desk Agent and Night Auditor.
- Utilizing the program OPERA to communicate with Staff, Guests, Front Desk Operations, Night Audit functions, Cashiering/Billing. I also handle check-ins/check-outs.
- I organize housekeeping boards based on the needs of the arrivals of guests and availability of rooms considering the hotel is going thru renovations. Also learning a new operating system called HotelKey.
- This company is small so I handle organizing the mail, answering phones and customer service, and assigning rooms to guests and printing register cards. Making sure housekeeping and maintenance issues is handled
- My second role is a relief Night Auditor, which reconciles accounts, end of day reports, post the charges and send out emails. All issues, concerns, or complaints are passed on through a program called Quore. Praises can be posted here too.
- These two different roles allow me to be flexible, like working alone and with a team, it is divided between three shifts. Along with tasks to be completed.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Kept accounts in balance and ran daily reports to verify totals.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- Communicated effectively with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer issues swiftly by collaborating with team members and leveraging resources effectively.
- Managed high-volume customer queues efficiently, minimizing wait times while maintaining exceptional service standards.
- Actively listened to each client''s needs before offering tailored solutions based on their preferences or requirements.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Ensured seamless handoff from cashier to customer service representatives when necessary, leading to increased customer satisfaction and loyalty.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Learned duties for various positions and provided backup at key times.
- Responded promptly to requests for assistance, spills and customer inquiries.
Front Desk/Night Auditor
Hotel Marriott Fairfield Inn Louisville North
06.2023 - 01.2025
- Started in housekeeping, then helped to organize the storage closets. The Night Audit position was offered to me after 3 months of working there. Trained on FOSSE in less than a week and independent my second week.
- Front desk duties: Check in and out guests, answer phones, take reservations, and provide hotel information
- Managing finances: Reconcile accounts, balance cash drawers, and verify transactions thru Night Audit
- Guest services: Respond to guest questions, concerns, and complaints, through GXP, End-of-day tasks like prepare reports, verify end-of-day tasks, and post room charges
- Hotel amenities: Communicate with maintenance and housekeeping to ensure hotel amenities are clean and reliable, accommodated guests with towels, linen, and other needs
- Hotel promotion: Promote hotel features and services, and offer discounts and vouchers
- Kept accounts in balance and ran daily reports to verify totals.
- Ensured accurate financial transactions for guests by meticulously processing night audit tasks.
- Ran daily, weekly and monthly reports to close day and meet objectives.
- Logged wake-up call requests and set up automatic rings in system.
- Supported daytime staff by preparing necessary reports and documents for seamless shift transitions.
- Communicated effectively utilizing Microsoft Teams, with other departments such as housekeeping, maintenance, and food and beverage services to meet guest needs efficiently.
- Assisted in maintaining a clean and welcoming front desk area, enhancing the guest experience.
- Improved guest satisfaction by efficiently handling check-ins and check-outs during overnight shifts.
- Maintained strong relationships with returning guests by providing personalized service and attending to their specific needs during overnight stays.
- Promoted Marriott Bonvey's Hotel loyalty program benefits effectively, increasing membership rates among overnight stayers.
- Trained and mentored staff on procedures, service standards and productivity strategies.
- Collaborated with housekeeping and maintenance teams to address guest room issues promptly, ensuring optimal guest experiences.
- Processed payments securely using the property management system Fosse, while adhering to strict privacy guidelines.
- Facilitated prompt issue resolution for guests with concerns or complaints, prioritizing their comfort and satisfaction.
- Balanced hotel accounts and resolved discrepancies using, Microsoft Sheets Spreadsheets. .
- Participated in ongoing training sessions related to hospitality best practices for continued professional growth and development.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Contributed to a secure hotel environment by monitoring security cameras and reporting suspicious activities.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Prepared reports, Customer Survey Statistics on guest satisfaction levels and other metrics.
Dispatcher
Mosbys towing
05.2022 - 06.2023
- I dispatch tow trucks for AAA members by retrieving information from the member whose vehicles are down due to accidents, tows, flats, wrecked, batteries; handled thru FSA Console Dispatcher and FSL/AAA Appointment Service. I also handle inbound/outbound calls to and from members about services, such as batteries, tows, tires, and jumps
- Works independently as well as part of a team, flushing the board, consist of monitoring the truck drivers in real time, relaying information to other co-workers.
- Maintaining a close and sufficient maps of routes for the drivers and the members to connect safely to access the vehicles.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 20 fleet Through the program, Mercury Send, information about the client, traffic congestion, accidents, or maybe just a quicker route can be relayed to the driver
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Scheduled deliveries and pickups according to customer needs.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Provided customers with information on products and services.
Medical Scribe
ScribeAmerica
10.2018 - 03.2019
- Scribed notes for the physician and patient in real time utilizing the program EPIC
- Collaborated with other relevant departments obtaining information on the patients procedures, admitting/discharging patients as per the doctors diagnosis
- Familiarity with electronic health records
- Commitment to improving patient care
- Ability to help healthcare providers
- Administrative writing skills
- Reporting skills
- Documented complete information about examinations, treatment plans, lab results, and other details directly into charts.
- Charted patient encounters by recording information such as diagnosis, treatments, and prescriptions.
- Ensured compliance with HIPAA regulations by consistently maintaining patient confidentiality and protecting sensitive information during documentation processes.
- Demonstrated confidentiality in dealing with sensitive information or records to comply with HIPAA guidelines and regulations.
- Supported physicians with comprehensive chart documentation, assisting in the reduction of administrative burden.
- Collaborated with healthcare professionals to ensure timely completion of all necessary documentation, facilitating proper billing and reimbursement processes.
- Collected required documents to prepare discharge and release summaries of patients.
- Used EPIC to input information into computerized patient record system.
- Aided in the continuation of care for patients by clearly documenting follow-up instructions and scheduling future appointments as needed.
- Gathered patient charts to prepare for upcoming appointments and maintain organization.
Medical Records Clerk
Dermatologist Associates
10.2012 - 12.2012
- Managed and tracked E-Scripts, labs, and appointments from incoming patients
- Retrieved/Filed medical files for the physicians, patients, labs and others
- Filing, organizing, and retrieving patient records
- Keeping track of patient medical history and test results
- Working closely with insurance companies
- Creating digital copies of paperwork and storing the records electronically
- Safeguarding patient records and ensuring that everyone complies with the HIPAA standards
- Processing the records for admitting and discharging patients
- Preparing invoices
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Maintained patient confidence by keeping patient records information confidential.
- Printed and photocopied documents to provide patients with copies of medical records.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
- Responded to patient inquiries to provide information and details of medical records.
- Collaborated with physicians and nurses, providing timely access to accurate and up-to-date medical records.
- Maintained patient privacy and security by monitoring access to electronic health records and reporting any unauthorized activity.
- Expedited processing times for incoming correspondence through prompt distribution amongst appropriate staff members.
- Facilitated smooth transitions for patients transferring between facilities, coordinating the release of their medical records following all legal requirements.
- Organized storage of physical records, optimizing space utilization and accessibility.
- Maintained accuracy in electronic health records, ensuring compliance with healthcare regulations.
- Supported billing department by verifying patient information, reducing errors in invoicing.
- Transcribed and entered patient medical information into electronic medical records systems.
Housekeeper
Norton HealthCare Suburban Hospital
02.1998 - 06.2012
- My position was a full time floater for Norton Suburban Hospital
- As A housekeeper, I cleaned and sanitized the different areas that I was assigned too
- I also was acknowledged by the Press Ganey Surveys
- Started as a temp and was hired in my 90 day probation period
- Labor/Delivery, Emergency Room
- Discharges
- Patient's Rooms
- Sterilization Lab, Phlebotomist lab
- Operating Rooms
- Common Rooms (lobby, waiting rooms)
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Adhered to professional house cleaning checklist.
- Increased room availability by managing time wisely and completing tasks within designated deadlines.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
- Reduced the need for deep cleanings by consistently addressing minor maintenance issues.
- Improved overall cleanliness ratings by implementing new cleaning techniques and products as needed.
- Enhanced operational efficiency, contributing ideas during staff meetings that led to adoption of more effective cleaning schedules.
- Promoted healthy indoor environment by using hypoallergenic cleaning products in rooms and common areas.
- Improved room readiness efficiency with thorough inspection and timely reporting of maintenance issues.
- Maintained safety standards by promptly addressing spills and potential hazards in high-traffic areas.
- Supported event setups and tear-downs, ensuring spaces were returned to their original state in timely manner.
- Fostered positive working relationship with housekeeping and maintenance staff to ensure quick resolution of guest concerns.
- Provided detailed cleaning services for private residences, leading to repeated booking requests from satisfied clients.
- Facilitated smoother check-in process by ensuring rooms were cleaned and ready well ahead of guest arrivals.
- Increased guest satisfaction scores, consistently achieving high marks in cleanliness and attention to detail.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
Education
MBA - Healthcare Management, Human Resources
Colorado Technical University
Colorado Springs, CO09.2019
Bachelor of HealthCare Management - Business Management, HealthCare Management
InterContinental University
Hoffman Estates, IL07.2005
Associate Degree - Medical Records Technology
DayMar College
Louisville, KY07.2002
High School Diploma -
Waggener High School
Louisville, KY06-1989
Skills
- Slack
- Canva
- Vinyard
- Blackboard
- Detail-Oriented Approach
- Skilled in Customer Engagement
- Strong Verbal Communication
- Proficient in Basic Computer Operations
- Experienced in Document Formatting with Microsoft Word
- Excel Proficiency
- Efficient Data Management
- Effective Leadership
- Cross-Functional Team Engagement
- Autonomous Task Management
- Adaptable Learner
- Prioritization Skills
- Effective Problem Resolution
- Quick Learning Ability
- Strong Organizational Abilities
- Logical Reasoning
- Reliability and Trustworthiness
- Clear Communication
- Customer Care Skills
- Cash Transaction Management
- Hospitality Management
- Time management
- Customer assistance
- Credit and cash payments
- Welcoming guests
- Payment collection
- Hotel reservations
- Patience and tolerance
- Front desk operations
- Resolving issues
- Guest services
- Oral and written communications
- Professionalism and discretion
- Property management systems
- Transaction processing
- Hospitality services
- Customer service
- Records management
- Administrative skills
Interests
Timeline
Front Desk/Night Auditor
Hotel Candlewood Suites Louisville Airport
01.2025 - Current
Front Desk/Night Auditor
Hotel Marriott Fairfield Inn Louisville North
06.2023 - 01.2025
Dispatcher
Mosbys towing
05.2022 - 06.2023
Medical Scribe
ScribeAmerica
10.2018 - 03.2019
Medical Records Clerk
Dermatologist Associates
10.2012 - 12.2012
Housekeeper
Norton HealthCare Suburban Hospital
02.1998 - 06.2012
Bachelor of HealthCare Management - Business Management, HealthCare Management
InterContinental University
Associate Degree - Medical Records Technology
DayMar College
MBA - Healthcare Management, Human Resources
Colorado Technical University
High School Diploma -
Waggener High School
Hobbies and Interests
I am an entrepreneur in creative crafts such as candles, nails, and resin pieces.
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