Customer Service Nursing Assistant

MICHELE PETERSEN

**************@*****.*** 928-***-**** Prescott, AZ 86303

Certified Nursing Assistant offering 15 years of experience in healthcare environments. Promotes superior time-management skills, compassionate bedside manner and astute observational ability. Knowledgeable about mobility assistance and patient hygiene needs. Accustomed to working with physically challenged, bedridden and memory-impaired patients. Exceptionally talented at providing social and emotional support to improve patient moral and increase comfort. Proficient in assisting patients with daily hygiene, including showering and incontinence care. I also have experience serving chronically ill patients, including assisting with daily living activities and household tasks. Patient and highly compassionate. Skilled at operating within long-term care environments or Hospice care. I have additional experience as a Courteous Newspaper Carrier with 3 years of hands-on experience delivering newspapers to individual subscribers in Yavapai County. Energetic and friendly individual well-versed in assembling and displaying newspapers and planning daily routes. Comfortable lifting heavy loads and organizing logistics. Diligent Newspaper Delivery Person sustaining delivery accuracy for residential and business consumers. Strong relationship- building skills with dedication to meeting pre-established timelines. Detail-oriented with excellent safe driving record. Flexible hard worker ready to learn and contribute to team success. Client relations

Navigation

Good work ethic

Communication

Planning & organizing

Customer service

Teambuilding

People skills

Active listening

Decision-making

Data management

Friendly, positive attitude

Adaptive team player

Inbound and Outbound Calling

Schedule mastery

Quality control

Customer relations

Courteous demeanor

Clerical support

Newspaper Carrier Prescott Newspapers, Inc. and Western News&Info® - Prescott Valley, AZ 10/2019 - Current Utilized own personal vehicle or company vehicle to deliver newspapers to subscribers. Streamlined delivery procedures by organizing loads, updating routes and staying up-to-date with customer specifications.

Communicated with customers regarding delivery requests, stoppages and restarts of paper delivery. Delivered newspapers to business and residential customers on assigned route. Greeted customers, neighbors and others when completing paper route responsibilities to maintain positive relationships.

Assembled newspapers with insert materials to prepare for delivery. Verified that individual consumers and businesses received on-time newspapers. Communicated with supervisor to report product or customer issues. Gathered newspapers from warehouse and loaded into vehicle. Verified newspapers were bagged properly to prevent damage due to inclement weather. Scheduler Coordinator Angels Care Homme Health - Prescott Valley, AZ 02/2022 - 08/2022 Summary

Skills

Experience

Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.

Communicated with patients to gather intake data and verify chart information. Managed incoming telephone calls, took messages and directed callers to personnel. Assisted with hospital admissions and paperwork.

Coordinated office schedules for new patients, diagnostic assessments and procedures. Adhered to HIPAA requirements to safeguard patient confidentiality. Maintained updated records and safeguarded patient privacy in accordance with HIPAA. Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Worked closely with team members to deliver project requirements, develop solutions and meet deadlines. Prioritized and organized tasks to efficiently accomplish service goals. Juggled multiple projects and tasks to ensure high quality and timely delivery. Demonstrated self-reliance by meeting and exceeding workflow needs. Provided excellent service and attention to customers when face-to-face or through phone conversations. Exceeded customer satisfaction by finding creative solutions to problems. Customer Service Representative Prescott Newspapers, Inc. and Western News&Info® - Prescott Valley, AZ 03/2017 - 10/2019

De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Documented conversations with customers to track requests, problems and solutions. Fielded customer complaints and queries, fast-tracking them for problem resolution. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages. Set up and activated customer accounts.

Relayed productive customer feedback to marketing teams. Worked with supervisor to develop customer service improvement initiatives. Exceeded company productivity standards on consistent basis. Executed on-time and under-budget project management on complex issues while updating customers on technician availability.

Licensed Nursing Assistant Hospice Compassus - Prescott Valley, AZ 01/2013 - 07/2019 Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness. Facilitated activities of daily living, personal hygiene management, feeding and ambulation. Collected and documented vital signs to track current patient conditions. Recognized and reported abnormalities or changes in patients' health status to nursing staff for immediate assessment.

Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.

Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate. Took patients' blood pressure, temperature and pulse and documented height and weight. Engaged with patient family and friends to provide courteous visit experience. Communicated concerns regarding clients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.

Delivered high level of care to every patient.

Answered patient and family questions to educate on optimal treatment procedures. Comforted patients and provided each with reassurance and encouragement. Exhibited compassionate care and communication regarding issues surrounding death and dying. Followed safe lifting techniques and individual resident lifting instructions. Performed light cleaning duties by emptying wastebaskets, sweeping, mopping and sanitizing surfaces. Documented information in patient charts and communicated status updates to interdisciplinary care team. Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.

Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.

Assessed vitals and noted medical information to report changes to nursing staff and physicians. Promoted patient satisfaction by assisting with bathing, dressing, toileting and exercising. Turned or re-positioned bedridden patients to promote blood flow and prevent bedsores. Consulted with nurses to develop patient care plans and evaluate treatment options. Followed rehabilitation and treatment care plans to accelerate patient recovery, minimize pain and optimize patient outcomes.

Managed supplies and restocked inventory to promote optimal availability for patient care. Documented activities and recorded information in EMR system. Protected and promoted patient rights and assisted individuals to achieve maximum independence. Maintained clean and neat environment in patient care area, checked and restocked supplies and handled linen management and trash removal.

Documented nursing assessments, treatments and follow-up care to maintain patient safety and optimize workflow.

Assisted physicians with examinations and patient scans during diagnostic processes. Maintained sanitary conditions by providing immediate wound care and dressing changes. Guaranteed accurate, timely flow of information by maintaining 7 patient charts and updating healthcare team on patient status.

Cultivated relationships with residents to support happiness and emotional well-being. Completed and submitted clinical documentation in accordance with agency guidelines. Certified Nursing Assistant/staffing Scheduler Mountain View Manor - Prescott, AZ 01/2004 - 06/2013 Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets. Used mobility devices to transport patients.

Provided basic patient care by bathing and grooming patients, changing bedding and assisting in feeding activities.

Took patients' blood pressure, temperature and pulse and documented height and weight. Engaged with patient family and friends to provide courteous visit experience. Communicated concerns regarding clients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.

Answered signal lights, bells and requests-for-service to assist patient services fulfillment. Delivered high level of care to every patient.

Answered patient and family questions to educate on optimal treatment procedures. Comforted patients and provided each with reassurance and encouragement. Followed safe lifting techniques and individual resident lifting instructions. Assisted patients during ambulation and moved from one place to another by pushing wheelchairs. Turned or re-positioned bedridden patients to promote blood flow and prevent bedsores. Followed rehabilitation and treatment care plans to accelerate patient recovery, minimize pain and optimize patient outcomes.

Provided support with bathing, toileting, grooming, and washing. Assisted patients gently and respectfully with daily living activities and documented care per unit protocols. Managed supplies and restocked inventory to promote optimal availability for patient care. Protected and promoted patient rights and assisted individuals to achieve maximum independence. Organized games and other activities to engage clients and offer mental stimulation. Played games with patients to boost mood, improve memory and provide light entertainment. Stocked clinical workstations and procedure rooms with necessary supplies. Ashford University San Diego, CA

Associate of Applied Science: Nursing Education

Education and Training

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