Sarah HOCK
Burleson,TX
Summary
Compassionate and dedicated Certified Nursing Assistant (CNA) with 6 years of progressive experience in healthcare and home care settings. Demonstrated expertise in team leadership, care coordination, and quality assurance, ensuring the consistent delivery of compassionate, client-centered care. Skilled in staff training, patient advocacy, and adherence to safety and documentation standards. Recognized for strong communication, empathy, and professionalism in supporting patients, families, and interdisciplinary teams. Committed to advancing professionally within a mission-driven organization while fostering a collaborative work culture that enhances service efficiency, promotes staff development, and upholds the highest standards of patient care and well-being.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Scheduling Coordinator & Field Training Supervisor
Assisting Hands
03.2025 - Current
- Serving as the primary point of contact for clients and caregivers, addressing scheduling requests, inquiries, and concerns.
- Managing caregiver schedules to ensure consistent and reliable service delivery for clients.
- Proactively identifying scheduling issues and developing quick solutions to promote efficiency and profitability.
- Participating in the hiring of new caregivers.
- Providing on-the-job training and consultation to new and existing caregivers, including new hire orientation.
- Conducting scheduled and ad hoc home visits to observe caregivers and ensure they are following the established care plans and performing duties correctly.
- Scheduling and/or meeting with prospective and new clients to conduct initial intake assessments, develop individualized care plans, and provide orientation to the companies services.
- Performing ongoing quality assurance client visits and conducting regular phone calls to ensure client satisfaction and well-being.
- Updating care plans as needed based on changes in client condition or feedback.
- Maintaining accurate and up-to-date client and employee records to ensure compliance with company policies and state regulations.
- Investigating and documenting any incidents or changes in client condition and coordinating appropriate corrective actions.
- Carrying on-call phone on a rotational basis to handle emergency situations and provide back-up caregiver duties as needed.
Caregiver
Assisting Hands
10.2024 - Current
- Provide compassionate support to clients in daily living activities and personal care.
- Assist clients with mobility, ensuring safety and comfort during transitions.
- Perform light housekeeping duties, laundry, and meal preparation.
- Provide social and emotional support to clients.
- Accompany clients to appointments, the grocery store, and other errands.
- Remind clients to take their medication as prescribed.
- Document observations and report any changes in the client's health or condition to the office.
- Provide assistance for clients with dementia or Alzheimer's.
Customer Resolution Specialist
Marcus by Goldman Sachs
01.2023 - 01.2024
- Analyze, monitor and process customer interactions data to give quality feedback, drive operational excellence and maximize quality service to customers.
- Resolved customer inquiries using CRM software, enhancing service efficiency.
- Facilitated communication between departments to address and escalate complex issues.
Customer Advocate
LoanDepot LLC
01.2020 - 01.2023
- Worked directly with clients while using strong customer service skills and problem solving to manage both the customers and the companies needs to review and resolve in-depth financial issues and loss mitigation.
Lead Visual Keyholder
Williams Sonoma
01.2018 - 01.2020
- Implemented visual merchandising standards to enhance product presentation and customer engagement.
- Trained and mentored staff in customer service excellence and sales techniques.
- Managed daily store operations, ensuring optimal inventory levels and product availability.
- Developed a customer experience that enabled clients to discover products aligning with their lifestyles, fostering brand connections and long-term customer loyalty.
Caregiver
Visiting Angels
08.2014 - 12.2019
- Provided compassionate care needed to enhance the client's quality of life while allowing them to live more independently in their own homes.
- Developed effective communication strategies to engage clients and families positively.
Unit Clerk
Medical City
01.2015 - 01.2019
- Assisted the patient care team in delivering high-quality, patient-centered care.
- Managed patient records in electronic health record systems.
- Processed patient admissions and discharges efficiently.
- Led initiatives to enhance patient satisfaction.
- Coordinated communication between medical staff, patients, and families.
- Oversaw inventory management of office supplies, ensuring adequate stock levels for uninterrupted services.
Physician Office Representative
Baylor Scott & White Health
01.2015 - 01.2018
- Managed front office administrative processes while proving exceptional patient care and support.
- Managed patient check-in and check-out processes efficiently.
- Coordinated appointment scheduling to optimize provider availability.
- Assisted patients with insurance verification and pre-authorization procedures.
- Maintained accurate medical records in compliance with HIPAA regulations.
- Developed strong communication channels between patients and healthcare providers.
- Streamlined front desk operations, enhancing patient satisfaction rates.
- Promoted a positive office environment by addressing patient concerns promptly and professionally.
- Resolved patient inquiries and concerns promptly to ensure a positive experience.
- Supported office cleanliness standards by assisting in routine maintenance tasks such as sanitizing common areas or restocking supplies as needed.
- Decreased no-show rates through diligent appointment reminders and follow-up calls for rescheduling purposes.
- Streamlined appointment scheduling for optimized office flow, reducing patient wait times.
Education
Certified Nursing Assistant - License Number NA0060054948
Texana Training Solutions, LLC
Burleson, TX06-2024
Bachelor of Arts - Interdisciplinary Studies
University of Texas At Dallas
Dallas, TX01.2011
Skills
- Highly Compassionate and genuine desire to to help others
- Strong Communication and Interpersonal Skills: Demonstrated ability to communicate effectively with diverse individuals, build rapport, and foster positive interpersonal relationships, resulting in enhanced teamwork, elevated client satisfaction, and successful collaborative engagements
- Caregiver Training and Development: Mentored and motivated staff, fostering a positive work environment, enhancing team morale and engagement, and improving productivity and job satisfaction
- Experienced with MS Office applications
- Scheduling management
- Conducting client intake assessments
- Quality assurance assessments
- Strong verbal communication
- Effective team leadership
- Individualized care planning
- Regulatory compliance knowledge
- Client relationship management
- Dedicated work ethic
- Clear communication skills
- Collaborative teamwork
- Meticulous attention to detail
- Fostering strong interpersonal connections
- Experienced with [software]
- Client relationship management
- Proficient in EMR systems
- Service excellence
- Knowledge of clinical terminology
- Active listening skills
- Proficient in EMR software
- HIPAA regulations knowledge
- Accurate data entry
- BLS Certified
- Team-oriented collaboration
- Adaptability under pressure
- Meticulous attention to detail
- Infection safety protocols
- Adaptability
Certification
Certified Nursing Assistant
Timeline
Scheduling Coordinator & Field Training Supervisor
Assisting Hands
03.2025 - Current
Caregiver
Assisting Hands
10.2024 - Current
Customer Resolution Specialist
Marcus by Goldman Sachs
01.2023 - 01.2024
Customer Advocate
LoanDepot LLC
01.2020 - 01.2023
Lead Visual Keyholder
Williams Sonoma
01.2018 - 01.2020
Unit Clerk
Medical City
01.2015 - 01.2019
Physician Office Representative
Baylor Scott & White Health
01.2015 - 01.2018
Caregiver
Visiting Angels
08.2014 - 12.2019
Certified Nursing Assistant - License Number NA0060054948
Texana Training Solutions, LLC
Bachelor of Arts - Interdisciplinary Studies
University of Texas At Dallas
STRENGTHS
- Patient Satisfaction/Customer Service: Consistently achieved a patient satisfaction rate through superior customer service skills and managing their needs.
- Communication Skills: Efficient in maintaining clear and open lines of communication with patients, colleagues and third-party representatives, ensuring seamless workflow.
- Organization and Detail Orientation: Managed to juggle between multiple tasks simultaneously while increasing operational efficiency.
- Problem Solving: Known for quick adaptation and effective resolution of patient concerns.