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Home Health Customer Service

Mercer Island, WA
May 16, 2024

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**** **** *** **

Mercer Island, WA 98040

Cell: 206-***-****



University of Pittsburgh, Pittsburgh, PA (Transferred)

Bachelor of Science - Nursing, Medical University of South Carolina, Charleston, SC

Master of Arts - Management, Central Michigan University, Mt. Pleasant, MI


Registered Nurse: State of Washington, #RN00109203


May 2012 – Feb 2023 Manager, Home Health Access Services Providence Health & Services

Seattle WA

Manage operations of home health referral services for Western WA region processing 2,500 referrals/month.

Recruited and trained team of 10 registered nurses and 6 customer service representatives.

Particpated in strategy development and launch of unique referral HUB concept in large medical center to coordinate home health referrals and care management at hospital.

Develop policies, procedures, and workflows for referral processes.

Track performance metrics and develop strategies for efficient operations.

Responsible for orientation, training process improvement and performance evaluation.

Identify areas for continuous process improvement and increased efficiencies.

Promote interdepartmental and referral source collaboration to improve patient satisfaction.

June 2008 – December 2011

Director, Medical Advice Services

Group Health Cooperative

Seattle WA

Responsible for the direction, operation and continuous improvement of a 24/7 Consulting Nurse Service providing triage and care coordination to 630,000 Group Health members with a staff of 85 RNs processing 40,000 calls a month.

Directed telephonic Anticoagulation Management Service for 6700 patients on anticoagulation therapy with 25 staff including RNs, LPNs and pharmacists.

Responsible for the overall performance and operation of EPRO – Emergency Patient Resources and Options. A program developed to repatriate Group Health patients in EDs in non-contracted hospitals and direct them to appropriate services for care.

Developed and implemented Preference Sensistive Conditions Coaching program offering personal coaching to patients with conditions that have more than one treatment option to increase patient awareness and support shared decision making.

December 2004 -June 2006

Executive Director

Healthways, Inc.

Bellevue, WA

Directed all operations of disease management program offered through contractual agreements with twelve health plans covering over 200,000 members.

Managed contract and quality performance by analyzing contract and internal process controls and ensuring contractual obligations and service standards were met.

Led the growth of the call center from 35 employees to 154 employees in 18 months concurrent with planning and executing physical plant expansion.

Identify and implement customer service expectations and standards, for both external and internal customers, through innovative approaches and creative solutions.

Increased clinician productivity by 30% through training programs, suggested software updates and scheduling changes.

Developed and delivered marketing presentation to over 200 potential clients, business partners and brokers.

June 1999- December 2006

Telehealth Consultant

Consult to healthcare firms on telehealth strategic planning and business development.

Develop programs for call center implementation or expansion and provide tools and services for program excellence and quality management.

Provide consulting to professionals and organizations in the call center industry on standards and practices, program planning and development, and budget justification.

Conduct research on industry trends and provide recommendations for program interventions and process improvement.

September 2002-December 2002

Interim Manager, Pediatric Telecenter and Physician Referral Center

Stanford University Medical Center &

Lucille Packard Children’s Hospital

Palo Alto, CA

Provided comprehensive review of telecenter and referral systems and collaborated with other department managers to plan strategy of programs and processes.

Optimized existing pediatric telecenter, teen health line, post-partum follow-up and physician referral center operations and practices.

Developed plan for upgrading triage system and integrating with referral service.

September 2000- September 2002

Operations Manager

Performant Inc. Seattle, WA

Maintained and coordinated all office operations, accounting activities and company records for software technology enterprise.

Planned and organized due diligence to secure Series A and Series B funding.

Designed, coordinated and completed office expansion.

Coordinated all Board of Directors’ and investor’s activities and communications.

Conducted research on venture capital firms and funding sources.

July 1998- June 1999

Director - Pediatrics, After Hours Call Center

Children’s Hospital

Harvard Medical School

Boston, Massachusetts

Responsible for clinical and administrative operations of computerized nurse triage call center providing coverage for 350 pediatricians in referral area.

Participated in developing and implementing strategic plans and new services.

Developed, tracked, and monitored program budget. Oversaw collection of billing data.

Responsible for program marketing functions including development, implementation, and tracking of marketing plans.

Developed content for and presented program information to physicians and administrators.

Responsible for the development of unit policies and procedures, quality assurance program implementation and statistical reporting.

Functioned as consultant to call center programs andorganizations.

November 1997-July 1998

Director – Nurse Triage Program

Tenet HealthSystem Los Alamitos, California

Developed, implemented, managed and grew a 24/7 demand management call center utilizing telephonic and computerized methods.

Integrated nurse triage program with activities in Managed Care and Disease Management.

Coordinated marketing activities to associated patients, physicians/physician groups, hospitals and health plans.

Participated in state, regional and national efforts to define standards of practice for nurse triage call centers.

Planned, implemented, coordinated and evaluated nursing care, information systems, continuous quality improvement, and 24/7 functioning of the Consulting Nurse Service demand/disease management program.

Implemented and monitored service contracts.

Developed and coordinated distribution of marketing and promotional materials.

Acted as Physician/Patient Liaison for 36 clinics and 300 physicians.

May 1995- Director, Consulting Nurse Service Medalia Healthcare

November 1997 Seattle, WA

Provided after hours nurse triage services to 300 medical group physicians

Avoided 60% ED visits

All RN staff with extended training and preceptorship program

Implemented and monitored service contracts.

Created Safe Harbor policies and networking resources

Developed system to create next day MD appointments

May 1992 - May 1995

Neonatal Clinic Nurse Specialist

Coordinator - Perinatal Outreach Education

Northwest Regional Perinatal Care Program

University of Washington

Department of Pediatrics

Seattle, Washington

Evaluated neonatal services, capabilities and educational needs within regional area.

Developed, implemented and evaluated in-service presentations for community nurses and physicians.

Networked with health-related agencies, coalitions and professional groups involved in community assessment and planning.

Participated as a consultant to community hospitals as well as on selected statewide perinatal committees.

May 1985 - July 1992

Medical Legal Consultant

November 1989 - April 1992


Perinatal Advisory Council of Los Angeles Communities (PAC/LAC)

Los Angeles, California

Responsible for development and submission of annual grant proposals, budget projections and evaluation of program effectiveness.

Coordinated perinatal/neonatal physician and nursing education and networking activities in three counties, seven sub-regional councils and 97 hospitals.

Directed all activities within the PAC/LAC office and prioritized them according to the needs and goals of the organization.

Coordinated the publication of perinatal and neonatal protocols and quarterly practices.

Provided consultation on issues of regionalization and perinatal/neonatal care practices.

Coordinated activities of the Board of Directors and PAC/LAC committees.

March 1989 - October 1989

Per Diem Staff Nurse

Transitional Care and Newborn Nursery

Huntington Memorial Hospital

Pasadena, California

Charge nurse with primary responsibility of admission and care of transitional and newborn infants.

Responsible for maternal teaching.

Supervised and oriented new employees and students.

January 1983 - December 1987

Outreach Clinical

Nurse Specialist

Huntington Memorial Hospital

Pasadena, California

Developed perinatal, neonatal and pediatric outreach education programs.

Coordinated staff activities as well as program implementation and evaluation.

Conducted facility assessments to determine educational goals.

Coordinated morbidity and mortality conferences as well as transport reviews.

Participated as a consultant with the California Children’s Service to develop standards of neonatal care.

June 1979 - December 1982


Nurse Educator

Medical University of South Carolina

Charleston, South Carolina

Developed and implemented outreach education program in 30 hospitals in regional center referral area as part of the State Improved Pregnancy Outcome Project.

Developed programs and lecture presentations at referral area hospitals for the Robert Wood Johnson Foundation Rural Infant Care Project.

Participated as a Hospital Review Consultant with the South Carolina Department of Health and Environment Control.

Co-developed and co-edited Intrapartum Assessment and Management Module — Perinatal Education Program for Community Hospitals.


Sigma Theta Tau - National Honor Society of Nursing

National Certification Corporation Telephone Nursing Practice Content Team Member, 2004 - 2006

PUBLICATIONS (previous name “Childs”)

Vincent, D. Disease Management Has Important Similarities and Differences With Telephone Triage. (Interview) Physician Referral & Telephone Triage Times, Vol. 6, No. 2, 2006.

Vincent, D. The Telephone Triage Conversation: Are You Listening Closely? And, Is the Caller? (Interview) Physician Referral & Telephone Triage Times, Vol. 4, No. 11, 2004.

Vincent, D. Contributing author. Telephone Triage Protocols for Adult and School Age Populations with Women’s Health and Infant/Child Protocols by Sheila Wheeler. Aspen Publishers, New York, NY, 2003.

Vincent, D. It’s a Much Changed Environment Since the Late 1990’s, Argues Consultant. (Interview) Physician Referral and Telephone Triage Times, Vol. 3, No. 6, 2003.

Vincent, D. Healthcare Call Centers: A Rich Opportunity. Los Angeles Business Journal, May 5, 2003.

Childs-Vincent, D. (Contributor), Martin, E., (Ed.): Intrapartum Management Modules — A Perinatal Education Program. Williams and Wilkins, Baltimore, MD, 2nd ed., 1996.

Childs-Vincent, D.: Intrapartum Management Modules — Guidelines for Implementation. Williams and Wilkins, Baltimore, MD, 1990.

Cadogan, D; Cadogan, M.; Childs, D.: The Treatment of Childhood Bereavement with Fairy Tales. Caregivers Newsletter, Vol. 1, No. 4, 1986.

Heins, H.; Martin, J.; Miller, J.; Childs, D.: Improved Perinatal Knowledge in Community Hospitals Through a Self-Instructional Program. Southern Medical Journal 78:374, 1985.

Heins, H.; Childs, D.; Lackland, D.; Martin, J.: Perinatal Education Programs and Perinatal Outcomes. The Journal of the South Carolina Medical Association, 80:431, 1984.

Lackland, D.; Austin, J.; Heins, H.; Ferlauto, J.; Wells, D.; Childs, D.; Finley, P.; Hansen, F.: Evaluation of a South Carolina Outreach Education Program. The Journal of the South Carolina Medical Association, 79:631, 1983.

Miller, J.; Heins, H.; Miller, J.; Childs, D (eds.): Intrapartum Management Modules — A Perinatal Education Program for Community Hospitals. Medical University of South Carolina, Charleston, SC, 1982.

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