Marie Hays
Altoona,IA
Summary
Dedicated healthcare professional with extensive experience at MercyOne Des Moines Medical Center, excelling in patient advocacy and compassionate care. Proven ability to enhance patient safety through effective monitoring and support, while demonstrating strong problem-solving skills and adaptability in fast-paced environments. Committed to fostering positive patient experiences and maintaining HIPAA compliance.
Overview
5
5
years of professional experience
Work History
Patient Care Companion (Patient Sitter)
MercyOne Des Moines Medical Center
03.2023 - 10.2025
- Provided extra one-on-one care for high risk patients care in both emergent and non emergent settings ensuring comfort and safety during hospital stays.
- Assisted nursing staff with non-medical tasks
- Educated patients and families about care plans, fostering understanding and adherence to treatment protocols.
- Provided compassionate support to patients, enhancing comfort and emotional well-being during recovery.
- Monitored patient conditions, reporting changes to healthcare team for timely interventions.
Virtual Patient Observation Tech
MercyOne Des Moines Medical Center
01.2023 - 10.2025
- Monitored up to 15 high risk patients in 6 different departments at a time for increased safety.
- Operated medical equipment, ensuring proper functionality and compliance with safety standards.
- Assisted healthcare teams in patient care tasks, enhancing workflow efficiency and service delivery.
- Trained junior technicians on equipment use and safety protocols, fostering a knowledgeable work environment.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Implemented quality control measures to uphold standards in patient care and operational efficiency.
- Collaborated with healthcare professionals to troubleshoot technical issues, improving workflow continuity.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
Department Support Assistant
MercyOne
08.2021 - 10.2025
- Supported medical staff with general duties including admits and discharges
- Assisted with patient inquiries, providing accurate information and resolving issues efficiently.
- Maintained organized records and documentation for easy access and retrieval of information.
- Managed patient locations
- Streamlined workflow processes for increased efficiency and productivity within the support team.
- Answered high volume phone calls and call lights promptly and professional directing them to the appropriate staff member
- Adapted quickly to changing priorities while managing daily caseloads efficiently under tight deadlines.
- Handled escalated patient/families complaints professionally, working towards satisfactory resolutions for all parties involved.
- Executed routine administrative tasks, enhancing overall office efficiency and organization.
- Learned new software tools quickly to support daily operational needs and improve service delivery
- Completed forms, reports, logs, and records to quickly handle all documentation for management's daily meetings
- Assisted healthcare providers with patient documentation and data entry, ensuring accuracy and compliance.
- Supported staff in managing electronic health records, improving accessibility and information retrieval.
- Trained new team members on operational procedures and software usage to ensure consistent service delivery.
- Monitored inventory levels of medical supplies, coordinating reorders to prevent shortages and maintain operations.
- Worked to understand and assist families with their individual needs to ensure they had they most comfortable and knowledgeable stay as possible.
- Assisted in maintaining accurate patient records using electronic health record systems.
- Supported team members with documentation preparation and data entry tasks.
- Implemented process improvements to enhance patient interaction experiences and service delivery.
- Trained new staff on operational procedures and software applications for optimal performance.
- Assisted in the development of training materials and resources for the support team to enhance overall performance levels.
Ambassador I - Mercy Experience
MercyOne Des Moines Medical Center
04.2022 - 02.2023
- First point of contact for all visitors and patients entering Level II trauma center in large metropolitan area.
- Fostered patient engagement through effective communication and support initiatives.
- Advocated for patient needs by acting as a liaison between patients and medical staff
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and patients to create welcoming atmosphere.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
COVID-19 Screener
Aerotek @MercyOne Desmoines
10.2020 - 03.2022
- Conducted health screenings to identify potential COVID-19 symptoms in individuals.
- Implemented safety protocols to ensure compliance with health regulations and guidelines.
- Collaborated with healthcare professionals to relay critical information regarding patient conditions.
- Monitored and documented screening results for accuracy and follow-up actions.
- Trained new team members on screening procedures and safety practices.
- Provided clear communication to individuals about the screening process and next steps.
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
- Ensured compliance with federal, state, and local regulations regarding COVID-19 screening procedures and reporting requirements.
- Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear.
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
- Documented all COVID-19 screenings, results and follow-up action on database to enable tracking history and maintain accurate records.
- Answered patient inquiries and provided information about healthcare services.
- Disinfected tools, equipment and surfaces between staff and patient use
- Worked closely with law enforcement to ensure safety of visitors and patients
Education
No Degree - Psychology
Marymount University
Arlington, Virginia, VAHigh School Diploma -
Notre Dame Academy
Middleburg, VA05.1989
Skills
- Dementia care
- Compassionate care
- Problem-solving
- Multitasking and organization
- Verbal and written communication skills
- Direct patient care
- HIPAA compliance
- Adaptability and flexibility
- Safety awareness
- Flexible schedule and availability
- Compassionate communication
- Patient companionship
- Emotional support
- Supportive companionship
- Incident reporting
- PPE usage
- Patient advocacy
- Records maintenance
- EMR / EHR
- Teamwork and collaboration
Timeline
Patient Care Companion (Patient Sitter)
MercyOne Des Moines Medical Center
03.2023 - 10.2025
Virtual Patient Observation Tech
MercyOne Des Moines Medical Center
01.2023 - 10.2025
Ambassador I - Mercy Experience
MercyOne Des Moines Medical Center
04.2022 - 02.2023
Department Support Assistant
MercyOne
08.2021 - 10.2025
COVID-19 Screener
Aerotek @MercyOne Desmoines
10.2020 - 03.2022
High School Diploma -
Notre Dame Academy
No Degree - Psychology
Marymount University