Marie Hays
Pleasant Hill,IA
Summary
Healthcare specialist dedicated to ensuring patient safety and comfort. Successfully improved patient experiences through advocacy and effective communication while enhancing operational efficiency and adherence to safety protocols within healthcare teams. Strong expertise in compassionate care monitoring and HIPAA compliance.
Overview
1
1
Certification
37
37
years of professional experience
Work History
Communications Operator
Broadlawns Medical Center
01.2026 - Current
- Assisted emergency personnel with prompt response during crises.
- Monitored hospital intercom system for announcements and alerts.
- Managed multiple phone lines simultaneously while providing accurate information to callers.
- Operated multi-line telephone system for incoming and outgoing calls.
- Facilitated communication between departments within the hospital.
- Provided excellent customer service to patients and visitors at all times.
- Maintained patient confidentiality in accordance with HIPAA regulations.
Unit Clerk
Unity Point Health Methodist
03.2026 - 06.2026
- Managed patient records and maintained confidentiality in a fast-paced environment.
- Assisted healthcare providers by preparing necessary documents and reports.
- Operated electronic health record systems to ensure accurate data entry.
- Assisted nursing and medical staff in clerical duties to support patient care.
- Scheduled appointments for patients and coordinated transportation services when necessary.
Patient Care Companion (Patient Sitter)
MercyOne Des Moines Medical Center
02.2023 - 11.2025
- Delivered one-on-one care for high-risk patients in emergent and non-emergent settings, ensuring comfort and safety throughout hospital stays.
- Monitored patient conditions and reported changes to healthcare team, facilitating timely interventions.
- Provided compassionate support to patients, enhancing comfort and emotional well-being during recovery.
- Educated patients and families about care plans, fostering understanding and adherence to treatment protocols.
- Supported nursing staff with essential non-medical tasks, enhancing overall patient care experience.
Virtual Patient Observation Tech
MercyOne Des Moines Medical Center
12.2022 - 11.2025
- Monitored up to 15 high risk patients in 6 different departments at a time for increased safety.
- Operated medical equipment to ensure functionality and compliance with safety standards.
- Assisted healthcare teams in patient care tasks to enhance 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, ensuring workflow continuity.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
Department Support Assistant
MercyOne
07.2021 - 11.2025
- Assisted medical staff with admits and discharges.
- Assisted with patient inquiries, providing accurate information and resolving issues efficiently.
- Maintained accurate records and documentation to ensure efficient access and retrieval of information.
- Streamlined workflow processes for increased efficiency and productivity within the support team.
- Answered high volume phone calls and call lights promptly and professionally directing them to the appropriate staff member.
- Resolved escalated patient and family complaints professionally, achieving satisfactory outcomes for all parties involved.
- Acquired proficiency in new software tools to support daily tasks. to support daily operational needs and improve service delivery.
- 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 the had they most comfortable and knowledgeable stay as possible.
- Implemented process improvements to enhance patient interactions and streamline service delivery.
- Trained new staff on operational procedures and software applications for optimal performance.
Ambassador I - Mercy Experience
MercyOne Des Moines Medical Center
03.2022 - 01.2023
- First point of contact for all visitors and patients entering Level II trauma center in large metropolitan area.
- Advocated for patient needs as liaison between patients and medical staff, enhancing care coordination.
- Fostered patient engagement through proactive communication and support initiatives.
- Initiated conversations with guests to provide a welcoming experience. in conversation to offer hospitality, aid in service recovery and engender trust.
- Promoted customer relations and satisfaction by consistently demonstrating friendly demeanor and can-do attitude.
- Welcomed customers to create an inviting atmosphere for their visit. and patients to create welcoming atmosphere.
Temp - Customer Service
Aerotek: Recruiting And Staffing
07.2018 - 08.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
COVID-19 Screener
Aerotek @MercyOne Desmoines
09.2020 - 02.2022
- Conducted health screenings to identify potential COVID-19 symptoms in individuals.
- Monitored and recorded screening results, ensuring accuracy for timely follow-up actions.
- Established and enforced safety protocols ensuring compliance with health regulations and guidelines.
- Ensured compliance with federal, state, and local regulations regarding COVID-19 screening procedures and reporting requirements.
- Collaborated with healthcare professionals to relay critical information regarding patient conditions.
- 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.
- Measured temperatures of visitors and employees for health screening purposes. of visitors and employees at entry of facility and asked screening questions.
- Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear.
- Logged all COVID-19 screenings and results in database to facilitate tracking history and maintain accurate records.
- Worked closely with law enforcement to ensure safety of visitors and patients.
Store Cerk
Casey’s General Stores
07.2017 - 08.2018
- Managed cash register operations and processed customer transactions accurately.
- Assisted customers with product inquiries and provided recommendations.
- Addressed customer complaints and resolved issues to enhance shopping experience.
- Trained new clerks on store policies, procedures, and customer service practices.
- Maintained cleanliness and orderliness of store areas, including sales floor and restrooms.
- Stocked shelves with incoming shipments of products from vendors or suppliers.
- Received deliveries, scanned packages, and updated orders in internal database.
Legal Secretary
Godard, West & Adelman, P.C.
06.1995 - 08.1996
- Managed legal correspondence and documentation for clients and attorneys.
- Maintained confidentiality of sensitive client information in all communications.
- Scheduled appointments and coordinated meetings for legal staff and clients.
- Proofed documents and submitted to attorneys for review.
- Provided administrative support by handling phone calls and directing inquiries promptly.
- Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
Dental Assistant/Administrative Assistant
Michael J. Terniscki, DDS
12.1993 - 05.1994
- Assisted the dentist chair-side during procedures, ensuring smooth workflow and instrument availability.
- Prepared treatment rooms for patient procedures and maintained cleanliness standards.
- Provided patient education on post-operative care and oral hygiene practices.
- Scheduled appointments and coordinated patient flow to optimize practice operations.
- Addressed patient concerns and ensured comfort during visits to enhance overall experience.
- Filed legal documents in small claims court to address delinquent accounts.
Legal Assistant
Paley, Rothman, Rosenberg & Cooper, et al
02.1991 - 10.1993
- Prepared legal documents and correspondence for attorneys and clients.
- Managed case files and maintained organized legal documents for attorneys.
- Assisted attorneys during client meetings by taking notes and summarizing discussions.
- Handled confidential matters relating to trusts and estates in a discreet manner.
Legal Assistant
Michael Brier, P.C.
01.1990 - 12.1991
- Assisted attorneys in trial preparation, including exhibits and witness lists.
- Prepared legal documents and correspondence for attorneys and clients.
- Reviewed incoming documents for accuracy and compliance with legal standards.
- Organized case files and maintained document management systems efficiently.
- Communicated with clients, courts, and opposing counsel professionally.
Receptionist
First Virginia Mortgage - Commercial Lending
06.1989 - 12.1990
- Managed front desk operations and greeted clients warmly.
- Answered incoming calls and directed inquiries to appropriate departments.
- Guided clients in completing forms and provided information on services offered to enhance their experience.
- Maintained professional and welcoming office environment for all visitors.
- Managed office supply inventory and ordered supplies to ensure availability.
- Processed incoming mail and distributed documents to relevant teams.
Education
High School Diploma -
Notre Dame Academy
Middleburg, VANo Degree - Psychology
Marymount University
Arlington, VASkills
emergency response coordination
Effective written communication
Compliance with HIPAA standards
EHR system administration
Incident tracking system
compliance with regulations
advocating on behalf of patients
analytic-driven solutions
Multi-tasking capabilities
Adaptability traits
sensitive interaction
Certification
Patient Care Companion Certification Mandatory Reporter - Child and Adult are current
Accomplishments
Patient Companion/Sitter Certified
Mandatory Reporter - Adult and Child are current
Experience with Epic and Cerner
Timeline
Unit Clerk
Unity Point Health Methodist
03.2026 - 06.2026
Communications Operator
Broadlawns Medical Center
01.2026 - Current
Patient Care Companion (Patient Sitter)
MercyOne Des Moines Medical Center
02.2023 - 11.2025
Virtual Patient Observation Tech
MercyOne Des Moines Medical Center
12.2022 - 11.2025
Ambassador I - Mercy Experience
MercyOne Des Moines Medical Center
03.2022 - 01.2023
Department Support Assistant
MercyOne
07.2021 - 11.2025
COVID-19 Screener
Aerotek @MercyOne Desmoines
09.2020 - 02.2022
Temp - Customer Service
Aerotek: Recruiting And Staffing
07.2018 - 08.2022
Store Cerk
Casey’s General Stores
07.2017 - 08.2018
Legal Secretary
Godard, West & Adelman, P.C.
06.1995 - 08.1996
Dental Assistant/Administrative Assistant
Michael J. Terniscki, DDS
12.1993 - 05.1994
Legal Assistant
Paley, Rothman, Rosenberg & Cooper, et al
02.1991 - 10.1993
Legal Assistant
Michael Brier, P.C.
01.1990 - 12.1991
Receptionist
First Virginia Mortgage - Commercial Lending
06.1989 - 12.1990
No Degree - Psychology
Marymount University
High School Diploma -
Notre Dame Academy