Customer Service Manager

DAWN K. KIRBY

**** **** ****** ********* *******, Washington 98513

Home 360-***-**** Cell 360-***-****

**********@*****.***

CHARGE NURSE WELLNESS DIRECTOR CLINIC MANAGER

Accomplished, dynamic healthcare professional with extensive experience in all

aspects of medical and surgical nursing. Specialize in constantly adjusting to ever-

changing patient needs, hospital requirements, and industry advancements.

Focused on exceptional service in short- and long-term environments by constantly

evaluating patient needs and coordinating between multiple stakeholders to execute

care plans. Effective in both caregiver and administrative roles, successfully

p romoting unit operations, shift communication, and overall quality service.

A reas of expertise:

Patient Advocacy Quality Control Conflict Resolution

Problem Solving Training & Development Team Leadership

Customer Service Resource Management Family Relations Communication

PROFESSIONAL EXPERIENCE

MAXIM HOME CARE SERVICES - Lacey, WA - 2013

Home Health RN

Provide patient care for adults and children in their homes, instructing patients and

families in proper treatment to improve or maintain health. Follow established

t reatment plan and agency guidelines to provide the most expert, respectful and

compassionate care.

MOLLEN IMMUNIZATION CLINICS - Puget Sound Area, WA - 2012

RN Immunization Nurse

Provided child and adult immunizations at seasonal on-site flu clinics.

I ndependently set-up and managed clinics at retail establishments, corporations,

senior living facilities and community locations.

Met or exceeded established daily immunization goals.

STERLING MEDICAL Chehalis, Washington 2010

RN Clinic Manager (VA Clinic)

Full responsibility for clinic operations, including compilation of various reports,

t rouble-shooting problems related to the building and staff, ensuring staff

compliance with policy and government regulations, and filling in when clinic staff

members were absent.

Opened new clinic, reaching enrollment of 2000 veterans in 6 months.

Achieved a deficit- free JCAHO survey.

Built strong community relations with Veterans, their families, and community

organizations.

Received bonuses for meeting completion deadlines of daily, weekly and monthly

reports.

PANORAMA CITY CORP. Lacey, Washington 2009

Charge Nurse

Directed daily operations on a long-term care unit, ensuring superior patient care,

quick problem resolution, and effective treatment plans for 26 residents. Observed,

evaluated, and documented all changes in residents’ conditions and behaviors daily

t hen developed comprehensive care plans to address issues and improve quality of

l ife. Supervised nursing assistants in resident treatment, clinical skills, and safety,

making recommendations to Unit Manager for remediation as needed. Participated

i n patient care conferences in the absence of the Unit Manager.

Maintained superior operations on a ward widely recognized as the most difficult to

work.

Entrusted with the most complex customer service issues as a result of exceptional

ability to promptly resolve concerns and satisfy customers.

ASSISTED LIVING CONCEPTS, INC. Enumclaw/Olympia, Washington 2008

Wellness Director

Sole nurse on the property, providing leadership for daily healthcare services at an

assisted living facility. Conducted extensive nursing evaluations on residents,

documented all changes of condition, and determined ongoing medical status.

Managed all medical emergencies 24/7 and secured physician assistance as needed.

Key contributor in developing and implementing individual service plans as well as

conducting care conferences with residents’ families. Delegated all medications and

ensured staff competency in medication passes, internal processes, and resident

t reatment. Supervised ordering of medications from pharmacies and ensured

accuracy of quarterly physician orders.

Achieved a deficit- free state survey regarding nursing for the Olympia facility.

Effectively managed a narcotic theft at the Enumclaw facility by personally

monitoring residents’ pain level for 2 full days and partnering with

physicians/pharmacies on alternate methods of pain control. Received praise from

i nspectors for appropriate documentation and management.

Tracked residents who received advanced care (hospital or convalescent center) to

assist with their treatment and coordinate return to the facility.

FAVORITE HEALTHCARE STAFFING Tacoma, Washington 2001-2008

RN Staff Nurse

Contracted to various healthcare facilities to provide general nursing support for

daily operations. Assignments focused primarily on hospital medical/surgical wards

but also included dialysis, hospice, post-partum, and home assessments for long-

term insurance companies. Managed all aspects of patient care, from initial

assessments to administering medications to identifying/resolving acute problems.

Assisted with all types of patients, including communicable diseases, pre-/post-

surgical, and therapy. Maintained computer medication systems and computer

charting.

Regularly requested by clients and selected to fill multiple 3-month contracts.

Mastered a wide variety of hospital equipment, medication, and computer systems,

w ith experience in nearly every medical and surgical unit within a hospital.

ST. JOSEPH HOSPITAL Tacoma, Washington 1998-2001

Staff Nurse / Team Lead

Functioned simultaneously as a dialysis nurse and team lead for 7 dialysis

nurses/technicians. Personally cared for 3 patients concurrently and ensured

effective care for as many as 25 patients. Assessed patient’s condition, set up and

calibrated machines to individual patient needs, and placed patient on machine.

Constantly monitored all technicians’ patients for proper calculations and

p rocedures. Changed catheter dressings, drew labs, and gave medications. Obtained

M D orders as necessary. Inspected each machine between patients to make sure it

was thoroughly cleaned.

Continuously troubleshot technician problems while ensuring the highest level of

patient care.

Career Note: Additional employment includes Charge Nurse with The Hampton

A lzheimers Special Care Unit, RN 2 with Western State Hospital and Washington

Correction Center, and Ortho/Neuro RN with St. Joseph Hospital. Full details

available on request.

Contact this candidate