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Skills

  • Well visit procedures
  • Chronic disease management
  • Emergency Room Visit Reduction
  • Escalation and Conflict De-escalation
  • Healthcare analytics interpretation
  • Trauma recovery
  • Call Center Protocol Implementation
  • First call resolution (FCR)
  • Interfacing with Insurance Providers
  • Empathy in High-Stress Situations

Work Experiences

  • Allowed for early intervention.
  • Administered various therapies and medications in accordance with physician orders and treatment plans.
  • Gave medications and treatments to patients and tracked their responses while collaborating with healthcare teams to adjust treatment plans.
  • Led a successful 3-person team of registered nurses, licensed practical nurses, and ancillary staff.
  • Provided patient education and answered questions about their health, prognosis, and treatment options.
  • Reported findings to quality departments and collaborated with the team to develop corrective actions for any deficiencies after conducting routine restraint audits.
  • Achieved Employee of the Year.
  • Oversaw 10 nurses and nursing activities in a 2-bed hospital, providing comprehensive nursing guidance and ensuring high levels of patient satisfaction and care.
  • Accomplished a 29% year-over-year call center efficiency improvement in patient triage for complex conditions through collaborative workflow optimization.
  • Audited charts and reviewed clinical documents to ensure accuracy.

Summaries

  • Achieved notable improvements in patient satisfaction scores by 38%.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved superior patient outcomes.
  • Within Miscellaneous, senior Call Center Nurse and outstanding performer in team leadership and stakeholder engagement.
  • Award-winning Call Center Nurse with a strong track record in first-call resolution, achieving 53% FCR and receiving Innovation Award for exceptional patient outcomes.
  • Achieved 85% FCR.
  • Successfully led unit-based groups to improve care delivery and patient satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Professionally trained with cross-functional collaboration and stakeholder engagement abilities.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the system business.

Accomplishments

  • Ensured proper medication reconciliation through follow-up calls, decreasing adverse drug interactions by 11 cases per month.
  • Identified gaps in patient service delivery, recommending workflow improvements that reduced average call resolution times by 62% minutes.
  • Participated in ongoing professional development, obtaining Lean to enhance telehealth capabilities and improve patient care outcomes.
  • Trained 18 new nurses on effective call-handling techniques and medical terminology, improving overall team performance by 24%.
  • Utilized active listening skills and clinical expertise to provide triage services, reducing emergency department referrals by 78%.
  • Coordinated with pharmacy teams to resolve medication-related concerns, decreasing prescription refill issues by 61%.
  • Effectively managed escalated calls involving complex medical conditions, resulting in increased patient satisfaction scores by 62% points.
  • Ensured 100% quality compliance by updating 7 call scripts based on evolving clinical guidelines.
  • Received Employee of the Year for maintaining excellence in telephone-based patient support during 2015.
  • Documented and resolved system which led to process.

Affiliations

  • Oncology Nursing Society (ONS)
  • Toastmasters
  • American College of Healthcare Executives (ACHE)
  • Commission for Case Manager Certification (CCMC)
  • American Association of Nurse Practitioners (AANP)
  • Project Management Institute
  • National Council of State Boards of Nursing (NCSBN)
  • Healthcare Information and Management Systems Society (HIMSS)
  • International Council of Nurses (ICN)
  • Lions Club

Certifications

  • Cisco Certified Network Associate (CCNA)
  • Certified Emergency Nurse (CEN) - Board of Certification for Emergency Nursing (BCEN)
  • Advanced Cardiovascular Life Support (ACLS) - initiative
  • Certified Public Accountant (CPA)
  • Certification in Healthcare Communication - framework
  • HIPAA Compliance - metric
  • Palliative and Hospice Care Certified Nurse (CHPN) - metric
  • Elder Care Certification - process
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)

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