Customer Service Quality Assurance

SAMMIE DAWSON

********@***.*** 713-***-**** HOUSTON, TX 77047

Summary

I am a motivated professional with a Bachelor of Science in Nursing with 40 years’ worth of strong ethics, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. A hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Skills

Strategic Planning

Documentation Management

Quality Management Systems

Compliance Review

Compliance Monitoring

Supply Management

Charting Flows

Team Supervision

Safety Monitoring

Performance Improvement

Quality Assurance

Data Collection

Experience

Ben Taub General Hospital Houston, TX

Quality Management Coordinator

06/2017 - 10/2023

Recommendation to implement corrective action plans based on audit findings and customer feedback.

Provided educational support and guidance on quality issues to staff members.

Shared DNV finding results, audit data and other related documents according to company policies for crash cart rounds, restraints, titratable medication, moderate sedation and timeout audits.

Briefly coded mortality death in provided death reviews forms.

Reviewed and summarized mortality chart reviews and presented them at the Mortality Committee as assigned.

Served as the scribed for the annual Hospital Accreditation visits.

Developed quality control procedures to ensure staff compliance with established policies and standards of care.

Performed weekly quality rounds for the radiology department (MRI, CT scan, Fluoroscopy, Ultrasound and Radiology main). Also, Security, the Inpatient Psych unit, EC Psych, the EC (PODs A, B, C, D, E, F and G). The EC included the triage areas (Rapid, EM triage, SI and the Sort desk). I rounded in the Discharge Center, the Cardiac Cath Lab and the Spiritual Care areas as well.

Attended the Critical Care PI, PI department, the Filter Committee, Emergency (CPR) Committee, the Inpatient Psych CoP, Quality Updates and the CEO meetings monthly. Also attended the Hospital Morning Update meeting daily and EPIC build as needed.

Assisted in the building and updating of audit and notification forms.

Instrumental in the removal of outdated forms, books, fliers and posters during the document control rounds.

Ben Taub General Hospital Houston, TX

Nurse Manager

6/2010 - 04/2015

2010-2015 Nurse Manager responsible for patient and staff coordinator for a 34 bed Medical/Surgical Telemetry unit.

Evaluated staff performance annually in terms of quality of patient care provided, patient and staff satisfactory scores, educational needs, patient care skills and knowledge to prevent infections. Provided positive feedback.

Conducted daily rounds of the staff, patients and the environment to assess conformities to all policies and procedures, the prevention of harm and risk of injury and the satisfaction of all involved.

Conducted morning huddles, monthly staff meeting and met with each staff member individually monthly and prn.

Assured the monthly unit level quality metric audits were performed and reviewed. Give staff feedback monthly.

Performed Directors job duties for 9 months until the Director was hired.

Quality and Risk Rounds with the Administrative Director weekly.

Responsible for the staff schedule every 6 weeks.

Assisted administration with the JCAHO and CMS visits yearly.

Participated in strategic planning initiatives designed to improve overall operations.

Received and investigated complaints from families, patients and clinical staff, devising solutions to multifaceted challenges.

Performed personnel interviewing, hiring, disciplinary actions and dismissals.

Oversaw patient immunization, supporting nurses through vaccine-specific training and supervising administration.

Maintained comprehensive base of unit supplies to meet expected patient demands, public health emergencies and mass casualty incidences.

Observed nurse administration of oral, intramuscular and IV medications to patients as prescribed, monitoring responses for adverse reactions.

Achieved departmental goals and objectives by instituting new processes and standards for in-patient care.

Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care, support and life-saving interventions.

Advocated for patient needs with interdisciplinary team and implemented outlined treatment plans.

Helped patients and families feel comfortable during challenging and stressful situations, promoting recovery and reducing compliance issues.

Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.

Collaborated with health groups to plan or implement programs designed to improve overall health of communities. Participated in multiple Community Health Fairs.

Ensured compliance with regulatory requirements such as HIPAA and OSHA.

Investigated incidents or complaints from patients or their families.

Assured new or changed policies and procedures were reviewed and understood by the staff.

Part of the Emergency Management team prn. Took the NIMS certificate class.

Ben Taub General Hospital Houston, TX

Assistant Nurse Manager

04/2004 - 06/2010

Assisted the manager to provide leadership and direction to nursing staff, ensuring quality patient care.

Collaborated with physicians, administrators, and other healthcare personnel to provide comprehensive patient care services.

Ensured compliance with local, state, and federal regulations related to the practice of nursing. Served on the Peer Review Committee. Assisted in preparing the staff for CMS and JCACHO annual surveys.

Participated in interdisciplinary team meetings to assess patients' progress and develop treatment plans.

Assisted the manager to resolve conflicts between staff members or between staff members and patients and families in a professional manner.

Acted as the unit preceptor to provide education regarding disease processes and treatments to recently graduated nurses and physicians, and other healthcare providers.

Assisted in the development of policies and procedures for clinical operations as part of the Policy and Procedure Committed.

Assisted the manager coordinated with other departments to ensure continuity of care.

Assisted the manager developed staffing plans to meet patient needs and budget constraints. Served on the Nurse Staffing

Reviewed medical charts for accuracy and completeness according to established standards.

Attended conferences or seminars relevant to the field of nursing management.

Education and Training

University of Texas Health Science Center Houston Houston, TX

Bachelor of Nursing

06/1988

Houston Community College Houston, TX

Licensed Vocational Nursing

06/1981

Panola College Carthage, TX

Pre-nursing Studies

05/1978

Greenville High School Greenville, TX

High School Diploma

05/1976

Activities and Honors

Served on multiple committees in the hospital environment.

Participated in multiple community health fairs for the city, churches and a community center.

Active with the Black Nursing Association prior to the COVID Pandemic.

Sings at a Nursing Home once a month with my Church family.

Enjoy all sports. Jogs daily.

Participated in Ben Taub Hospital Trauma education for teenagers at least 3 times per year.

Certifications

References

References available upon request.

Contact this candidate