Marie Hays

Dedicated healthcare professional committed to ensuring patient safety and comfort. Successfully enhanced patient experiences through effective communication and advocacy while supporting healthcare teams with operational efficiency and adherence to safety protocols. Strong background in compassionate care, monitoring, and maintaining HIPAA compliance.

Communications Operator - Broadlawns Medical Center - DeaMoines, IA

(2026-01)

• 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.

Patient Care Companion (Patient Sitter) - MercyOne Des Moines Medical Center - Des Moines, USA

(2023-03 - 2025-11)

• 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 - Des Moines, USA

(2023-01 - 2025-11)

• 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.

Department Support Assistant - MercyOne - Desmoines, USA

(2021-08 - 2025-11)

• 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.
• 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.
• 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.

Ambassador I - Mercy Experience - MercyOne Des Moines Medical Center - Des Moines, USA

(2022-04 - 2023-02)

• 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.

COVID-19 Screener - Aerotek @MercyOne Desmoines - DesMoines, USA

(2020-10 - 2022-03)

• 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.

Temp - Customer Service - Aerotek: Recruiting And Staffing - Des Moines, Iowa

(2018-07 - 2022-08)

• 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.
• 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.

Store Clerk - Casey's General Stores - Story City, IA

(2017-07 - 2018-08)

• 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. - Fairfax, VA

(1995-06 - 1996-08)

• 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 - McLean, Virginia

(1993-12 - 1994-05)

• 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.

Legal Assistant - Paley, Rothman, Rosenberg & Cooper, Et Al - Bethesda, MD

(1991-02 - 1993-10)

• Filed legal documents in small claims court to address delinquent accounts.
• 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. - McLean, Virginia

(1990-01 - 1991-12)

• 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 - Falls Church, Virginia

(1989-06 - 1990-12)

• 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.

High School Diploma - Notre Dame Academy (1989-05)

No Degree - Psychology - Marymount University