Lilian Hochstetler
Centerville
Summary
Adept at healthcare documentation and excelling in customer service, I significantly enhanced patient satisfaction at Spa Medicca. Leveraging attention to detail and multitasking, I assisted in streamlining check-out duties and scheduling, achieving a notable improvement in operational efficiency. My proactive approach and critical thinking skills fostered a supportive environment, underscoring my commitment to excellence in patient care coordination.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator
Spa Medicca
09.2024 - Current
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Organized patient records and database to facilitate information storage and retrieval.
- Responded to inquiries by directing calls to appropriate personnel.
- Engaged with patients to provide critical information.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Resolved customer complaints using established follow-up procedures.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
Mental Health Tech
The Lindner Center of Hope
08.2023 - 09.2024
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Participated in patient education, helping to reinforce concepts and treatment plans.
- Took patient blood pressure and pulse rate, reporting findings in health charts.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Maintained patient records, documenting changes in patient condition.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Helped patients complete necessary medical forms and documentation.
- 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.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning.
Unit Coordinator/Patient Care Technician
Atrium Medical Center
02.2023 - 08.2023
- Prioritized safe care for patients, staff and visitors.
- Achieved appropriate patient flow by admitting, transferring and discharging patients in computer system and notifying appropriate personnel of patient status verbally and through signage.
- Collaborated, communicated and engaged with family and support system to support client healing process.
- Received physicians and visitors on unit, identifying, acknowledging and responding to patient, physician and staff needs to meet operational and care needs of parties.
- Assisted in ordering and serving patient meals, transporting patients and performing indirect patient care duties at competent level and according to needs of patient population served.
- Employed effective communication with patients and families, physicians and other healthcare team members related to patient condition.
- Monitored office supply inventory, analyzing usage patterns and requisitioning supplies and equipment as well as maintenance repair services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Conducted in-person greeting, welcome and orientation for newly admitted and transferred patients.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Assembled and maintained patient medical records and other documents related to patient care.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Assisted nursing staff with completing daily rounds, documenting vital signs and care activities in electronic health record.
Customer Service Representative
FIS
07.2022 - 02.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Detailed payment options and explained price, receipt and billing details to customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
Nursing Assistant
Kettering Health Network
04.2021 - 05.2022
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Identified and reported unsafe situations to maintain adherence to safety protocols.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Documented patient information and care activities in electronic health record.
- Upheld infection control and prevention policies across different patient-facing areas.
- Assisted nursing staff with completing daily rounds and documenting vital signs.
Human Milk Technician
Nationwide Children's Hospital
05.2020 - 04.2021
- Preparing and fortifying breast milk for babies admitted into NICU
- Replenished stock for nurses and other techs
- Followed written physician orders
Unit Coordinator
Nationwide Children's Hospital
08.2018 - 05.2020
- Identified and facilitated resolution of unit operational problems independently, collaborating with manager to resolve complex problems.
- Monitored office supply inventory, analyzing usage patterns and requisitioning supplies and equipment as well as maintenance repair services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Helped troubleshoot equipment failures such as call system, portable phones, WOWs and other unit devices.
- Assembled and maintained patient medical records and other documents related to patient care.
- Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
- Assisted with processing patient admissions, transfers and discharges.
- Provided concierge service to assist patients and families and direct them to available resources.
Sales Associate
Jo Ann Fabrics
08.2017 - 08.2018
- Provided positive first impressions to welcome existing, new, and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
Sales Associate
Home 2 Home Consignments
07.2016 - 08.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Built productive relationships with customers to establish trust, rapport and increase satisfaction.
- Communication with customers professionally and proactively to provide product information and advice.
- Prioritized helping customers over completing other routine tasks in store.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Performed cash, card, and check transactions to complete customer purchases.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Education
Bachelor of Arts - Creative Writing & English
Southern New Hampshire University
Manchester, NH05-2026
High School Diploma -
Centerville High School
Centerville, OH05-2017
Skills
- Healthcare documentation
- Attention to detail
- Multitasking
- Filing and recordkeeping
- Medical terminology
- Organizational standards
- Critical thinking skills
- Appointment scheduling
- Customer service
Certification
- Basic Life Support Certificate (BLS) - American Heart Association or Red Cross.
- Certified Nursing Assistant (CNA) - State Boards of Nursing.
Timeline
Patient Care Coordinator
Spa Medicca
09.2024 - Current
Mental Health Tech
The Lindner Center of Hope
08.2023 - 09.2024
Unit Coordinator/Patient Care Technician
Atrium Medical Center
02.2023 - 08.2023
Customer Service Representative
FIS
07.2022 - 02.2023
Nursing Assistant
Kettering Health Network
04.2021 - 05.2022
Human Milk Technician
Nationwide Children's Hospital
05.2020 - 04.2021
Unit Coordinator
Nationwide Children's Hospital
08.2018 - 05.2020
Sales Associate
Jo Ann Fabrics
08.2017 - 08.2018
Sales Associate
Home 2 Home Consignments
07.2016 - 08.2017
Bachelor of Arts - Creative Writing & English
Southern New Hampshire University
High School Diploma -
Centerville High School
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