Nurse Practitioner Customer Service

Customer and Personal Service Active Listening

Critical Thinking Social Perceptiveness

Complex Problem Solving Judgment and Decision Making Time Management Administration and Management

Conflict management Motivating others

Microsoft outlook Excel

Power point Word

Electronic charting

Aug 2016-Present

Laurie A Ferrer

Summary

Proven background in complex patient care and customer service. Able to multi-task effectively while providing guidance to staff. Well versed in providing needed crucial conversations and empowering staff to work at peak efficiency. Experienced with operations. Well known for excellent communication skills and working effectively as a team member. Skilled in developing and implementing standardized policies and procedures. Known for having tasks done in a timely manner while providing understanding, courteous and professional care. Accomplished and energetic Nurse Practitioner with a solid nursing history in Critical care, Transplant coordination, Case management and Primary care. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include managed care, insurance and billing, CPT and ICD-10 coding.

Skills

Experience

Nurse Consultant

Tesson Heights Senior Living - St. Louis, MO

Monitor, record, and report symptoms or changes in patients' conditions. Maintain accurate, detailed reports and records.

Record patients' medical information and vital signs. Order, interpret, and evaluate diagnostic tests to identify and assess patient's condition.

Direct or supervise less-skilled nursing or healthcare personnel or supervise a particular unit.

Consult and coordinate with healthcare team members to assess, plan, implement, or evaluate patient care plans.

Perform physical examinations, make tentative diagnoses, and treat patients en route to hospitals.

4 Pearson Drive, Fairview Heights, IL 62208

Ph: 618-***-****

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

Nov 2014-Present

Apr 2011-Present

May 2006-Jan 2011

Instruct individuals, families, or other groups on topics such as health education, or disease prevention, and develop health improvement programs. Consult with institutions or associations regarding issues or concerns relevant to the practice and profession of nursing.

Pediatric RN

Advantage Home Health - Edwardsville, IL

Administer prescribed medications or start intravenous fluids, noting times and amounts on patients' charts.

Observe patients, charting and reporting changes in patients' conditions, such as adverse reactions to medication or treatment, and taking any necessary action. Measure and record patients' vital signs, such as height, weight, temperature, blood pressure, pulse, and respiration.

Work as part of a healthcare team with the parents to assess patient needs, plan and modify care, and implement interventions.

Registered Nurses

Cigna - Fairview Heights, IL

Manage the delivery of care to an active caseload of patients by self and other agencies to reduce the risk of hospital admission and of deteriorating health, using a care plan agreed with patient and care givers.

Proactive in identifying patients with complex needs within the community in collaboration with all relevant services.

Contribute towards and promote the coordination of relevant health and social care services in order to optimize patient benefits and reduce the need for secondary care.

Formulate care plans and oversee their implementation, monitor and review the individual's ongoing needs and the appropriateness of the service(s) in order to improve quality and access across health and social care, promoting user choice and independence.

Collaborate with all relevant service user representatives on the promotion and use of a case register.

Proactive in identifying patients with complex needs within the community in collaboration with all relevant services.

Exercise a high degree of personal professional autonomy and make critical judgment's to satisfy the expectations and demands of the role and to practice within agreed protocols to support the client group to provide a single accessible service. Office Manager

University Pediatrics, Primary Care Clinic - St. Louis, Mo. Consistently worked within the healthcare budget while providing excellent patient care and service.

Manage twenty-member health care team that serves a large and diverse population. Consistently strived to improve ratings in customer service quality surveys Coordinated and responded to complex customer telecommunication healthcare requests, resulting in increased physician and customer satisfaction Improved the Apr 1991-Jan 2011

May 2001-Apr 2007

Mar 2001-May 2006

Apr 1991-May 2006

flow of the multi-disciplinary primary healthcare clinic utilizing the staff and tools already available resulting in an increase in efficiency with minimal increase in expense.

Coordinated improved working relationship between physicians and staff by fostering an environment of mutual respect and team problem solving techniques. Monitor the facility to ensure that it remains safe, secure, and well-maintained. Hire and terminate clerical and administrative personnel. Prepare and review operational reports and schedules to ensure accuracy and efficiency.

Set goals and deadlines for the department.

PALS certified*Charge Nurse

Cardinal Glennon - St. Louis, MO

Resource RN

Cardinal Glenon - St. Louis, MO

Placed PICC lines for pediatric patients needing long term IV therapy. Sterile Dressing changes for all PICC lines, in-patients and out-patient. Assisted with Conscious sedation during the placement of PICCs. Attended continuing education classes to facilitate knowledge of PICCs. Trouble shoot PICCs on the floor and for home patients. Assisted with patient transport to SLUH, assisted and placed PICCs under fluoroscopy.

Nursing Supervisor

Cardinal Glennon Children's Medical - St. Louis, Mo Coordinate care between the patient care floors, the emergency room and the physicians in the community who needed beds for direct admits. Bed control Intake person for patient complaints, with goal being to resolve the issue in the moment.

Assist the PCM's and charge nurses with ensuring adequate staffing, providing instructions for staff delegation, ensuring each floor had the tools needed at that moment to be successful.

Rounding on the floors to provide a visible presence to staff and physicians. Assist with patient care on the floors when there was a staffing crunch. Observe nurses and visit patients to ensure proper nursing care. Transplant Coordinator

Cardinal Glennon Children's Medical - St. Louis, Mo Coordinate the transplantation of pediatric hearts, livers and kidneys. Attended continuing education seminars and brought back educational materials to share with fellow transplant coordinators to improve the program. Wrote policy and procedures according to current practices to keep program compliant.

Updated patients profiles on-line as status changes occurred. Due to empty positions, vacations and attrition, at times was the only coordinator available for Glennon for weeks at a time with no lapse in program, no program Aug 2015

closings, and no missed opportunities for transplantation. Trained incoming transplant coordinators on policy, procedures, role in actual transplant and labs.

Helped ensure that budget was maintained with no waste of resources. Create, maintain, and enter information into databases. Complete forms in accordance with National transplant procedures. Maxim Home Health

Provide home care for children that are ventilator dependent. Insert and trouble shoot Mickey Buttons.

Order supplies for the patient.

Update care plans and prepare discharge planning.

Patient and family education.

Create, maintain, and enter information into databases. Complete forms in accordance with company procedures. Education

Master of Science : Family Nurse Practitioner

Maryville University - St. Louis, MO

GPA 3.95 on a 4.0 scale

Masters Healthcare Administration

University of Phoenix

GPA 4.0.

Learned to create a strategic plan for a health care organization Analyze the impact of health care policy on delivery and services provided by the industry

Evaluate informational technology and security management needs of health care Utilize data to support quality and performance measure decision-making processes for health care entities

Demonstrate management of organizational finances within the economic environment of various health care industries

Analyze the impact of various management and leadership theories within health care organizations and delivery systems

B.S : Nursing

Southern Illinois University

Bachelor's of Science in Nursing

GPA 3.9 on a 4.0 scale

Graduated in top 10 % of class.

Volunteer, Student Nurses of America

Licensed in Missouri and Illinois- CPR Instructor : Basic Life Support American red Cross - Swansea, IL

References

Available Upon Request

National Certification

ANCC certification Family Nurse Practitioner Licensed in Illinois and Missouri Certified Complex Case Manager

Licensed as a nurse in Illinois, Missouri and California DEA in process

Contact this candidate