Manager Nurse

Location:

Philadelphia, PA

Posted:

August 11, 2020

Contact this candidate

Resume:

Lisa B. English, CVT

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

Philadelphia, Pa 19114

267-***-****

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

Objective: To be a member of a team in which I can use the skills I have acquired.

Education:

The Pennington School, Pennington, New Jersey

High School Degree, Graduated 05/1999

Manor College, Jenkintown, Pennsylvania

Program of Veterinary Technology- 09/2007-12/2009

Degree- Associate of Applied Science in Veterinary Technology

Penn State University, Abington, Pennsylvania

Working towards BA in Business Administration Management and Minor in Psychology

01/2020-05/2022

Employment Experience:

Support Center and General Hospital Manager 10/2019-Present

Lap of Love Veterinary Hospice

Manage all inbound and outbound calls to support center

Schedule multi- doctor Euthanasia and Hospice Appointment

Give Medical Advice around Quality of Life decisions and disease process

Bereavement Support

Educate clients on human animal bond

Educate clients on medical disease and medications for their terminal pets

Network with multiple RDVM and Specialty centers with mutual clients

Manage all Social Media-Facebook, Email, Instagram

Give Constructive criticism in the moment for coaching opportunities with team

Organize and run all monthly and weekly support center numbers for calls, phone time, conversion rate of appointments, voicemails percent and answer rates.

Listen to other inbound/outbound calls of team members for accuracy and errors in order to keep them engaged for positive work and correct negative work.

Customer service with great compassion and empathy to a delicate situation

Handle all online and over the phone charges including care credit and stripe.

Direct contact with Crematorium and Phone Company to address errors or change information.

Hospital Manager 01/2019-10/2019

Columbus Central Veterinary Hospital, Columbus, NJ

In charge of all hospital operations and 4 Doctors and 26 direct reports

Rotate through departments to fill in shifts to cover gaps in schedule.

Handle all banking procedures, checking all daily closeouts and check deposits and balancing monthly controllable costs. Checking budget guidelines that are set by the home office and making sure we are within our payroll and inventory costs each month.

Scan all vendor and utility bills with W9s of new businesses invoices to our Accounts Payable department for payment.

Establish all schedules for support staff and oversee Doctor schedule and input into practice management software.

Set up phase training program for tech, assistant and receptionist departments.

Review each employee after 90 days and after 1 year and set up SMART goals and assign CE for development and encourage growth opportunities.

Process all payroll and fix any vacation, sick or missed punches.

Input all products and lab codes into practice management software and make sure appropriate mark up is updated and adjusted prices to current cost.

Handle any and all client complaints and concerns in a timely manner with a professional and polite manner and in a way that a satisfactory solution can be achieved

Coach in the moment all staff who need direction and establish development goals to prevent additional mistakes or mishaps and achieve a more efficient work environment.

Work closely with Chief of Staff to onboard all new Veterinarians and help train them in any policies and procedures as well as assist in teaching any veterinary techniques

Monitor all support staff and make sure they are practicing the gold standard of all nursing and anesthesia monitoring. Maintaining medical records, giving medical treatments in an efficient and caring manner.

Handling all equipment replacement, OSHA safety checklists and guidelines are being met, and the hospital is functioning as safely as possible

In charge of all support staff hiring and training schedules and assisting in all Doctor hiring and onboarding.

Also still remained an ICU nurse, did all hourly treatments on patients, adjusted treatments with Doctors approval, Catheters, Radiographs, Lab Work, Anesthesia, Critical care, oxygen therapy,Dentistry, sampling line, etc. Nutritional Counseling of owners for specialized diseases.

Practice Manager 06/2015-12/2018

Banfield Pet Hospital, Springfield, PA

In Charge of All Hospital Operations and 14 Direct Reports and 4 Doctors.

Control All Inventory Ordering and weekly count.

In Charge of Developing all direct reports and developing goals and plans for the year.

Provide Surgical Nursing 3 days a week to do Dental Cleaning and training new Doctors on Dental Techniques.

Monitor all daily revenue and banking procedures and make sure we are hitting our budgets and goals for the year.

Set new Protocols for ICU patients and other zoonotic potential transmission.

Do All nursing schedules and assist with doctor Schedules.

In Charge of all payroll processing and benefits coordination.

Handle all staff discrepancies, and work closely with regional HR department to develop Impact action plans when needed.

Train new staff on Banfield policies and procedures, while promoting preventative care.

In charge of all hiring potential employees and developing a training schedule.

Hospital Manager/ICU Nurse Supervisor 01/2013-10/01/2014

Keystone Veterinary Emergency and Referral, Havertown, PA

Monitored all Inventories and ordering, created a new inventory system to monitor cost and budgets. Worked with all local vendors for price comparison and new products for the hospital. Started up a secondary insurance policy for extended benefits for the staff. In charge of all collection accounts, signing up a new policy with a collection company. Balanced collections from 2012 to present that were outstanding to reconcile outstanding balances. Built a brand new computer software program from DVMax to VIA, set new pricing markups and service charges for surgeries and medications. Set new protocols for payment plan policies, medical standards of care, CPR guidelines, and infection control. Set up all nursing schedules including overnight staff and surgical staff. Updated estimate guidelines and policies for giving estimates. In charge of all day to day functions of the hospital including organizing yearly inspections, cost analysis and staff happiness. I was in charge of payroll and accounting on a daily basis. Handled all client grievances including in person, on the phone and internet concerns. Handled all staff discrepancies internally. In charge of all staff discipline and counseling sessions. Assisted in all specialties, orthopedic and emergency surgical procedures. Attended over 40 hours this year of practice management, HR resources, Inventory, OSHA standards, Marketing and Finance classes. Also still remained an ICU nurse, did all hourly treatments on patients, adjusted treatments with Doctors approval, Catheters, Radiographs, Lab Work, Anesthesia, Critical care, oxygen therapy, chest tube, sampling line, etc. Nutritional Counseling of owners for specialized diseases. Worked between 55-60 hours a week, 24 hour 7 days a week on call schedule.

Adjunct Professor/Tutor 09/2012-06/2013

Manor College, Jenkintown, PA

I taught 2 different courses at for the Veterinary Technology Program. The first course was “Introduction to Veterinary Practice Management” and the second course was the Lab Section of Anatomy and Physiology 2. I was responsible for making my own courses and assigning homework and every week. I had to create two writing intensive projects as well as a Midterm and Final for each course. I also tutored all courses for the Veterinary Technology Program.

Nurse Supervisor 08/2012-04/2013

VCA Old Marple Animal Hospital, Springfield, PA

In charge of all nurses on the floor including inpatient, outpatient, surgical and kennel attendants. Made Protocols for infection control and Isolation. Started a training program for all nurses on new techniques and procedures. Oversaw schedule changes, training clients on disease processes. Received numerous hours of training in management procedures. In charge of monitoring the flow of the day, making sure treatments were done on time, discharges of major cases to owners, dental procedures and extractions, anesthesia, assisted on all emergency surgeries and general practice procedures. Started a weight watchers program for overweight pets with follow ups and incentive programs. Handled all general nursing duties including radiographs, catheters, lab work, sampling lines, chest tubes, feeding tubes, unblocking cats, bandaging, casting and critical care.

Senior Shelter Nurse 12/2010-08/2012

PSPCA, Philadelphia, PA

Anesthesia, X-rays, Catheters, Blood work, Post-surgical nursing care of dogs and cats. Treatments, monitoring all shelter animals for signs of disease or injury, handling cruelty investigations, necropsies and care of cruelty animals.

Head Inpatient Vet Tech 12/2009-11/2010

Hickory Veterinary Hospital, Plymouth Meeting, Pennsylvania

Anesthesia, X-rays, Catheters, Blood work, Post-surgical nursing care of dogs and cats. Triage of all emergencies. Out- patient appointments, phone handling.

Receptionist 07/2008-02/2009

C.A.R.E.S., Langhorne, Pennsylvania

Very Heavy Telephones, cash handling, customer service, Scheduling, Filing

Professional Service Technician 04/2006-01/2008

MediMedia/Veterinary Learning Systems, Yardley, Pennsylvania

Doing outsourcing projects for pharmaceutical companies, Bayer ResQ Scanner Donation program, Rimadyl Rebates, Bayer Staff Rewards, Vetcentric

Accomplishments

-Certified Hills Pet Nutritionist 2009

-Per Diem Surgical Shelter Nurse for PSPCA

-Deans List and High Honors as well as received an award for Distinguished Service while Attending Manor College

References

Lisa Germanis, VMD