Registered Nurse Customer Service
Resume:
Naomi D. Nelson
Dixon, MO *****
573-***-**** cell
********@*******.***
Objective: A leadership position that will benefit from my nursing knowledge and
experience, while providing a continuing expansion of my healthcare skills while having
the opportunity to serve the community. I attained my Masters Degree of Public
Administration and continue my Masters Degree of Healthcare Administration to aid in
achievement of this goal.
Skills:
Excellent organizational and time management skills
Effective communicator and problem solver
Self starter whose work is marked by integrity and initiative
Unending appetite for self and educational improvement
Unfailing devotion to job accomplishment, customer satisfaction, and mission
Experience:
Manager Clinical Liaison RN, BSN
Tri West Healthcare Alliance
Ft. Leonard wood, MO
January 2008-Currently
-Primary responsibilities are performed in a TRICARE Service Center (TSC) located in
Military Treatment Facility (MTF). Position manages the activities of the TSC, and
current staff of 15, to ensure compliance with the contractual requirements and
maintenance of customer service standards. Also, serves as the primary liaison between
the MTF, Hub Healthcare Services and Customer Service staff regarding TSC operations,
network adequacy/availability, and referral/authorization issues. Establishes and
maintains close working relationship with professional medical and nursing staff.
Continually maintains attendance at professional staff meetings and conferences.
Function as liaison between departments and arbitrates between services within service
area. Provide information to the professional staff regarding the facilities, medical
administration, budget, personnel support systems, and logistics support systems of the
hospital at every opportunity. Continually uses all sources of information to assist the
clinical staff in resolving issues and implementing solutions to various problems thru
automation and data processing. Work independently with the full line responsibility and
authority for planning, coordinating, and directing all administrative functions associated
with a stand alone facility to include budget, equipment, supplies, contracting and
supervision. Ensure all necessary training and recording of training is completed as
required, ensure timely and accurate recording of employee time cards is completed.
Continually, maintain knowledge and use of Composite Health Care System (CHCS) and
AHLTA. In conjunction with Service Area Director (SAD), make employment decisions
for the site in terms of hiring, time-off, performance evaluations, and awards. Ensure
appropriate periodic counseling, appraisals, evaluations and other elements of staff
management are completed in a timely manner. Continually work to minimize adverse
effects on the safety and occupational health of employees and beneficiaries thru
regularly scheduled inspections and periodic spot check reviews, works to identify and
eliminate unsafe, unhealthy environmental conditions to achieve compliance and
maintain current standards. Must continually analyze the operating environment though
data, observation, interviews, complaints, and other sources to assess the efficiency of
site, make changes to ensure optimal delivery and reassess changes; adjusting
accordingly to meet customer needs, reduce costs, and continually improve the delivery
of services. Continually stay abreast of state of art healthcare issues, concerns and
technology to maintain a proactive approach to the delivery of site healthcare services.
Serve as the clinical advisor to the SAD, assisting in building and maintaining
relationships between the Hub, MTF staff, and civilian providers and facilities; supports
MTF Optimization initiatives.
-Key Areas of Responsibility: supervise TSC staff (number 20), provides operational and
clinical support to other TSCs within the market, ensure implementation and compliance
with Tri West policies, procedures, and performance standards, assist SAD in planning
Prime Service Area Executive Council (PSEAC) meetings and participates in those
meetings, participates in meetings, studies, and training as directed by the SAD or Market
Vice President, identifies and reports potential risk management and quality of care
issues to the Service Area Director, Market Vice President, and Field Clinical Director,
and/or Hub medical management staff, participates in performance improvement
activities, and collaborates with MTF staff to identify and refer patients for potential Case
Management, Disease Management, or other services. Ensure accurate preparation of
documents as required. Routinely attends and participates in Tri west Regional Operation
meetings. Continually works with MTF to optimize capabilities, while keeping accurate
capabilities reports for MTF to ensure smooth delivery of Right of First Refusal process.
Registered Nurse, Home Health/Hospice Clinical Case Manager, PCRMC, Rolla, MO.
RN Jan 2007-January 2008
-Case management of patients and nursing team while delivering total patient care.
Exercise first-line supervision over a staff of approximately six paraprofessional support
personnel. Plans and assigns work of subordinates, sets priorities and prepares work
schedules. I a assured delivery of patient care through the nursing process of assessment,
planning, implementation, and evaluation. Provide patient care in accordance within
Medicare and private insurance guidelines, while also providing quality care that allows
minimal patient and agency costs. Facilitate the recovery process with resources and
emotional support for patients and families in the home environment. I provided aid to
families in navigating the dying process and following the Hospice philosophy.
Conducted individualized patient assessments, prioritizing the data collection based on
the patients immediate condition or needs within timeframe specified by client facility
policies, and continued assessments reprioritizing care accordingly. Developed plans of
care individualized for the patient, reflecting collaboration with other members of the
healthcare team. I performed appropriate treatments as ordered by a physician in an
accurate and timely manner. I also performed therapeutic nursing interventions as
established by individualized plan of care. I clearly documented patient assessments and
findings, physical/psychosocial responses to nursing interventions and progress towards
problem resolution. I initiated emergency resuscitative measures according to protocols
when necessary. Maintained confidentiality, while also reported patient condition to
appropriate personnel during each shift.
Lake Regional Hospital, Surgery Dept, Charge Circulator., Osage Beach, MO.
RN Jan 2006-2007
-Promote customer satisfaction through competent professional practice, maintaining the
standards of nursing care and implementing policies and procedures of the Surgery
Department, Nursing Department and the Hospital. Provide safe, efficient, and
professional patient care. Deliver a high quality service and help control costs in a safe
environment. Assume personal responsibility for professional development by continuing
education. Perform in the function of circulator, with an average of 40 cases weekly.
Perform and educate staff members with the use of various cardiac equipments.
Maintained a knowledge base which provides the ability to recognize homodynamic
monitoring and act in emergent manner when needed. Provide necessary psychosocial
support of pre and post surgical patients. I was established educator for staff in
department on current JACHO standards. While in nursing position I conducted
individualized patient assessments, prioritizing the data collection based on patients
immediate condition or needs within timeframe specified, and provided ongoing
assessments accordingly. Develops plan of care individualized for the patient in
collaboration with other members of the healthcare team. I performed appropriate
treatments as ordered by the physician in an accurate and timely manner. I performed
therapeutic nursing interventions as established by pan of care for the patient and family.
Provided individualized patient and family education. Documented patient assessment
findings, physical/psychosocial responses to nursing intervention and progress towards
problem resolution. Provided care in non-judgmental manner, maintained confidentiality
in matters related to patient, family, and client facility staff, and reported patient
condition to appropriate personnel during each shift. Maintained current competencies in
medical surgical nursing and emergency resuscitative measures according to protocols.
Dept. of Defense, GLWACH, Family Practice Clinic, Fort Leonard Wood, MO.
LPN,1999-2006
-Performs nursing care and related duties to support primary health care providers in the
examination, diagnosis and treatment of patients of all ages, to include pediatrics, in the
Family Practice Clinic. Assist primary health care provider with diagnostic treatment
procedures, and perform required tests and treatments. Assesses and treats minor health
problems such as colds, impetigo, cuts and bruises. Assist in the management of chronic
illnesses such as diabetes, hypertension, and tuberculosis. Observe patients for any
changes in their clinical condition and notifies health care provider of changes. Also
perform vital signs and obtain specimens, IV therapy, medication administration, and
telephone triage and education. Assist physicians with patients in regards to obstetric care
and exams, ultrasounds, post-partum care, newborn and pediatric care. I was also cross-
trained in pediatric, internal medicine, and emergency care unit. I was clinic nurse
representative for immunization of troops annually. I was nominated as JACHO
employee educator and facility surveyor. Developer and medical expert for physical
fitness program of pregnant soldiers to meet current army regulations.
LPN 1987-1999, various nursing positions while living in the state of New York, to
include Med-Surgical, Emergency Room, Pediatrics, and Geriatrics.
Education:
Webster University
Master Degree Healthcare Administration
Fort Leonard wood Campus
268 Constitution Street Suite 11
Fort Leonard wood, MO 65473
March 2011-Currently
Webster University
Masters Degree in Public Administration
Fort Leonard wood Campus
268 Constitution Street Suite 11
Fort Leonard wood, MO 65473
December 2009 – January 2011
Central Methodist University, Rolla, MO
Bachelors Degree in Nursing Science May 2008
Lincoln University, Fort Leonard Wood, MO
Associate Degree in Applied Science, Major in Nursing, May 2005
Jeff-Lewis Vocational Center, Watertown, NY
Licensed Practical Nurse, June 1987
Belleville-Henderson Central School, Belleville, NY
Regents Diploma, June 1987
Certifications and Licensure:
BLS, CPR, SAFE provider
Licensed Practical Nurse, State of New York 1987
Licensed Practical Nurse, State of Missouri 1999
Registered Nurse, State of Missouri 2005
Expertise:
-Typing 45 wpm
-CHCS Program
-ALTA Program
-Microsoft Programs
-Electronic Charting, Meditech
-JACHO standards and regulations
-Physical fitness programs for obstetric patients
References:
Further contact information available upon request
Mary Klemp, RN, BSN
Healthcare Coordinator
Tri West
140 Replacement Ave
Suite 2222
Fort Leonard wood, MO 65473
537-***-**** ext. 52606
Dr. Lara Smith
N3963 Meyers Rd.
Monroe, WI 53566
Dr. Michael Walsh, Director of Resident Program
521 Brett’s Way
Whitesboro, NY 13492
August 10, 2011
Contact this candidate