Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KATIE HILEMAN

Fort Collins,CO

Summary

Results-driven healthcare professional with a strong foundation in leadership and customer service, offering 15 years of experience in customer service roles and 5 years working in patient care environments. Proven ability to lead teams, optimize service delivery, and ensure high standards of patient satisfaction and staff performance. Skilled in conflict resolution, training and mentoring staff, managing daily operations, and fostering a culture of compassion and accountability. Adept at balancing clinical priorities with exceptional customer service, maintaining compliance with healthcare regulations, and building positive relationships with patients, families, and interdisciplinary teams.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Restaurant Manager/Bartender

Otto Pint
Fort Collins, Colorado
03.2025 - Current
  • Supervised daily restaurant operations and ensured high service standards.
  • Managed staff scheduling and training to optimize team performance.
  • Coordinated inventory management and ordered supplies as needed.
  • Oversaw financial transactions and maintained accurate records.
  • Developed customer service strategies to enhance guest experiences.
  • Resolved customer complaints promptly to ensure satisfaction.

Assistant Director of Social Services/Secure Unit

Lemay Avenue Health and Rehabilitation
Fort Collins, US
05.2024 - 05.2025
  • Oversees the secure memory care unit residents, staff, and operations.
  • Complies with state and federal regulations regarding psychosocial wellbeing of facility resident's.
  • Establish performance standards for staff members and evaluate their performance regularly.
  • Develop comprehensive plans for addressing organizational challenges or changes in direction.
  • Coordinate meetings between senior leadership team members to discuss strategic objectives.
  • Collaborate and work as a part of an interdisciplinary team to review all patient cases and provide the highest quality of care.
  • Developed and implemented policies to improve patient care standards and operational efficiency.
  • Facilitated communication between departments to ensure seamless service delivery.
  • Oversaw scheduling and staffing to meet the needs of residents effectively.
  • Managed resident assessments to tailor care plans based on individual requirements.

Transition Coordinator

Focus Care
, US
08.2023 - 05.2024
  • Aids in the successful transition to the community of persons on medicaid.
  • Advocates for the client and ensures that all needs are met while utilizing Medicaid and State programs and Services.
  • Professionally and effectively works with social workers, nursing staff, physicians, assisted and skilled nursing facility staff members, clients and family members.
  • Uphold State Laws and regulations while working with Medicaid Patients.

Bartender & Trainer

Boomerjacks Bar & Grill
, US
08.2021 - 07.2023
  • Uses product knowledge and intrapersonal skills to interact and provide service to patrons.
  • Workforce planning.
  • Creative direction.
  • Consulting.
  • Business administration.
  • Program coordination.
  • Individual accountability.
  • Teamwork and collaboration.

Approach & Authorization Coordinator

Southwest Transplant Alliance
, US
03.2022 - 09.2022
  • Responsible for incoming calls from hospitals within the service area, to document patient case files.
  • Utilized medical knowledge and terminology to determine donor candidacy and relay to patient case information within an interdisciplinary team including doctors, nurses, surgical staff, and administrative leadership.
  • Maintained constant communication within the team while on shift.
  • Relaying time sensitive patient information to designated team members on shift.
  • Practiced empathy while speaking with family members of patients on the phone regarding organ and tissue donor candidacy, action steps, and care for their loved ones.

Patient Care Manager

The Kotsanis Institute
, US
04.2019 - 08.2021
  • Chart medical documentation which increased physician productivity.
  • Coordinate new and established patients with testing and treatments.
  • Explain physician ordered labs, it's purpose, and benefits to patients.
  • Design treatment protocols for new/established patients in accordance with physician orders and follow through to assure patients are staying on their planned treatments.
  • Answer all patient questions/concerns and maintain an open line of communication with patients to ensure satisfaction.

Education

Master of Science - Health Services Administration

University of North Texas

Bachelor of Social Work -

University of North Texas

Skills

  • Excellent Leadership Skills
  • Microsoft and Mac Operating Systems
  • Exceptional Time Management
  • Ability to Work Under Pressure
  • Strong Interpersonal and Communication Skills
  • Highly Dependable and Detail Oriented
  • Adaptable
  • Thrives in a Team or Independent Environment
  • Proficient in Excel
  • Task delegation
  • Staff development
  • Strategic planning
  • Crisis management
  • Team operations
  • Staff coordination
  • Regulatory compliance
  • Employee relations
  • Workforce planning
  • Teamwork and collaboration
  • Staff management

Certification

  • IATA Certification, Mayo Clinic, 05/01/21
  • CITI GCP Certified, 05/01/19

Timeline

Restaurant Manager/Bartender

Otto Pint
03.2025 - Current

Assistant Director of Social Services/Secure Unit

Lemay Avenue Health and Rehabilitation
05.2024 - 05.2025

Transition Coordinator

Focus Care
08.2023 - 05.2024

Approach & Authorization Coordinator

Southwest Transplant Alliance
03.2022 - 09.2022

Bartender & Trainer

Boomerjacks Bar & Grill
08.2021 - 07.2023

Patient Care Manager

The Kotsanis Institute
04.2019 - 08.2021

Master of Science - Health Services Administration

University of North Texas

Bachelor of Social Work -

University of North Texas

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