Customer Service Staff

Name: Vivian C. Jefferson

Address: *** *** ***** ****

Danville, VA 24541

Telephone: Home 434-***-****

Cell 434-***-****

Email: ****@*******.***

RN License: Virginia 000*******

I. Education:

Degree/Certification Received Institution Field

Master of Science 1988 University of North Carolina

Nursing Administration

Bachelor of Science 1986 Averett College Nursing

Medical/Surgical 1985 American Nurses Association Nursing

Certification (exp. 1994)

Diploma 1977 The Memorial Hospital School Nursing

of

Nursing

Basic Life Support 1993 American Heart Association Life

Support

Instructor -2010

Instructor 2004 Crisis Prevention Institute Crisis

Prevention

II. Professional Record:

Director, Performance Improvement and Risk Management, The Hughes Center

for Exceptional Children, Danville, VA 24540 April 2013-July 2014.

Review and investigation of incidents. Input of data related to incidents

into corporate and state software programs. Inspections of environment.

Analysis and compilation of data into reports for facility and corporate

requirements. Responsibility for committees related to safety and quality.

Quality Manager, HomeCare of Memorial Hospital of Martinsville, VA 2/11-

April 3, 2014

Perform tracer (direct observation) clinician visits to evaluate care for

quality and safety as well as customer service/satisfaction. Interpret and

apply requirements of regulatory agencies. Coordination, facilitation, and

delivery of training for staff. Coaching of staff. Participation in and

coordination of surveyor visits from regulatory agencies. Collection,

interpretation and reporting of data for quality/regulatory requirements.

Preparation of policies. Participation in quality and safety committees.

Management of the home monitoring system for chronic disease to reduce

rehospitalization and improve quality of life. Responsible for infection

control for the agency.

Highlights:

*Improved practices and compliance with infection control procedures

*Standardized and improved wound care practices

*Designed systems to monitor processes to assure quality

Management of the home monitoring system'

Director of Education, Morehead Memorial Hospital, 8/93-10/09

Manage education services for organization including preparing and

monitoring budget, staff, resources, etc. Facilitate and provide

educational experiences for hospital, nursing home, and physician office

staff, volunteers and students. Direct, manage and participate in special

projects for the organization. Responsible for Library services and

lactation services. Participated in committees such as product evaluation,

quality improvement, nursing leadership, and nursing standards as well as

various ad hoc committees. Provide quality management coaching to quality

improvement teams as needed. Assist other management personnel in

determining and addressing performance gaps.

Highlights:

*Expanded from Nursing Education to Education to serve the entire

organization.

*Opened peer coach and leadership skills programs to all departments,

provide OSHA/JCAHO training

to all staff

*Create and deliver customer service/patient satisfaction for all levels of

staff and volunteers

*Established Morehead Nursing Center Education (long term care)

*Functioned as a performance improvement coach for the organization

*Incorporated a number of different functions and restructured department

as services have been moved in and out at the request of VPN or CEO:

nursing informatics, clinical pathways/nursing data,

Lactation consultant and community programs related to childbirth,

Medical Library services,

Continuing Medical Education programs

*Project leader for creation of orientation plans for all positions

*Implemented first Learning Management System (online learning),

NetLearning, NetManager and

NetCompetency

*Installed HeartCode ACLS (an online program from HealthStream/Laerdal for

Advanced Cardiac Life Support)

*Prepared and managed budget within prescribed 5%

Instructor, Danville Regional Medical Center, Department of Education, 3/93-

9/93

Facilitate and provide educational experiences for nursing staff. Product

evaluation

Highlights:

*Created and delivered preceptor training for nursing staff

*Provided product training/retraining for all nursing staff

*Coordinated orientation for new nursing employees

Nursing Supervisor, Danville Regional Medical Center, 5/89-2/93

Day-to-day supervision of all nursing service cost centers on

evenings/nights, staffing, organizing. Coordinated patient throughput,

transfers, etc. Administrative representative on evening and night shifts

managing staff and resolving patient/customer service problems.

Highlights:

*Supervised all areas of DRMC 7p-7a on weekends and on evenings or nights

during the week.

Staffing and coordinating through low and high census times. Worked with

nursing staff and

physicians to assure quality care was delivered to patients. Responded to

and managed all

emergencies as the Administrative representative including fire, major

trauma, code blue, personnel

issues such as time and attendance, sleeping on the job, attempted rape

of admissions clerk, etc.

*Acted as customer service representative to solve problems and improve

patient satisfaction.

Staff Nurse, Coronary Care, The Memorial Hospital, Danville, VA 1/89-5/89

Delivery of direct patient care to critically ill patients and charge nurse

duties.

Administrative Intern, VA Medical Center, Durham, NC 7/88-11/88

Observation of day to day operations in nursing service and administration.

Staff Nurse, Telemetry, The Memorial Hospital, Danville, VA 8/84-1/89

Directing, coordinating and providing direct patient care.

Head Nurse, Medical-Surgical, The Memorial Hospital, Danville, VA 6/81-

8/84

Management of 46-bed Medical/Surgical unit, 50 employees. Coaching and

mentoring employees, addressing performance gaps. Assuring quality patient

care and customer service for all patients.

Highlights:

*Maintained quality care both through times of nursing shortage and through

times of low census.

*Implemented alternate staffing patterns to improve care during peak work

periods and to improve

staff satisfaction.

*Coached staff to improve skills and organizational abilities.

*Stabilized staffing by reducing turnover.

*Left this position to obtain work schedule needed to complete BSN.

Staff Nurse, Orthopedics, The Memorial Hospital, Danville, VA 1/79-8/81

Directing, coordinating and providing direct patient care.

.

Staff Nurse, Medical Intensive Care, Wake Medical Center, Raleigh, NC, 6/78-

12/78

Providing and coordinating direct patient care.

Staff Nurse, Emergency Room, The Memorial Hospital, Danville, VA 6/77-

6/78

Coordinating, directing and delivering direct patient care.

III. Affiliations

Carolinas Society for Healthcare Education and Training

Director at Large 1996-1997 (responsible for newsletters and

elections)

Long range planning committee 1998

Strategic Planning 2001-2003

Plan to revive the organization and grow membership as

well as increasing

services to members.

President-Elect 2001

Planned and executed successful annual conference in Myrtle

Beach, SC with nationally known and regional speakers and

vendors.

President 2002

Organization was floundering as I accepted the position of

President Elect. Lead the group to formulate a plan to

increase membership and create excitement about annual

meetings. Formulated a plan in case the group had to be

disbanded. The membership grew and during 2001-2003 and

the attendance at the conference grew from about 40 to

around 100.

Past-President 2003

American Society for Training and Development

Nursing Advisory Committee: Rockingham Community College

Greensboro AHEC Regional Workforce Planning Committee dissolved 2004

National Nursing Staff Development Organization

VI. Unpublished Creative Works

Thesis: "Job Satisfaction of Registered and Licensed Practical Nurses in

One Community

Hospital"

Articles for CrossStatements, the biannual newsletter for the

Carolinas Society for Healthcare Education and Training.(approx. 6)

VII. Published Works

Contributing Author to Deck, M. (2004).Instant Teaching Tools for the

New Millennium.

St. Louis, MO Mosby.

Contributor to Teaching Tools in Journal of Nursing Staff Development

(2008) Vol. 24, 4

p.191

VIII. Honors:

Billie Routh Award for Leadership and Service, Carolinas Society for

Healthcare Education and Training 2004. This award is given to the

educator of the year.

IX. References:

Doris Davis, MSN, RN, VP and direct supervisor for 14 years.

718 Meadowgreen Village, Eden, NC 27288

Phone: 336-***-****

Phyllis Horton, MSN, RN 1417 Towne Creek Rd., Eden, NC 27288

Phone: 336-***-****

Email: *******@******.***

Brenda Blackstock, RN, BSN, Clinic Manager, CBOC, Danville, Virginia

210 Walnut Creek Ln

Danville, VA 24540-4283

Phone: 434-***-****

Email: ******.**********@**.***

Contact this candidate