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Customer Service Case Manager

Location:
Woonsocket, RI
Salary:
160-165000
Posted:
November 21, 2022

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Resume:

Dawn Abney

Woonsocket, RI *****

adtmw8@r.postjobfree.com

+1-508-***-****

Willing to relocate: Anywhere

Work Experience

Regional Nurse

Athena Health Care Systems - Massachusetts

May 2022 to Present

I over 4 buildings, I am licensed in MA and RI

monitor systems, P&P, efficient in PCC and Matrix, QAQI process,

• Overseeing the Directors of Nursing, conducting mock surveys and ensuring facilities are in clinical compliance

• Monitor and evaluate the effectiveness of processes, systems, and care delivery and recommend changes for improvement

• Advise and assist staff in maintaining compliance with policies, procedures, and regulations

• Support and ensure the implementation of clinical programs, practices, policies and procedures, and technology used by company

• Advise and assist staff in maintaining compliance with policies and procedures and regulatory requirements

• Support and aide during survey

• Write POC for 2567 assist with audits and education process

• Assist with employee recruiting and retention

• Resource and support for the DNS and nursing team DNS

Wingate Healthcare - Needham, MA

March 2021 to May 2022

Oversee Nursing department, employee retention, survey prep and survey knowledge, plan of corrections, audits, QAPI process, MDS process, IDT at RISK, staffing ratios, budget, falls, hospitalization, wounds, COVID 19 testing and policies, education, teaching, collaboration with management team, admissions/discharge process, implementation of policies and procedures Customer service, collaborating with VP of clinical services and management team, efficient computer skills, infection control preventionist, COVID guidelines, ability to work independently, long term & skilled level of care

Resolve family and staff issues immediately and effectively, electric MAR and TARs, Matrix and Point Click Care knowledge

Survey level D and lower in nursing

DON

Clinical Resources travel nurse

October 2018 to July 2020

Traveling Interim DNS overseeing multiple buildings in need of systems, oversight, employee retention, survey prep. plan of corrections, RISK A&I, wounds, falls hospitalizations, employee moral& retention, implementing systems, survey/ readiness, customer service, QA/QI, work close with the management team, budget, staffing ratios, able to work independently, policies, audits, education, mentoring new staff/ DNS

Plan of corrections, audits, mock surveys

DON

Breamoor health and rehab - Brockton, MA

September 2016 to September 2018

120 bed special focus building

Managed to Clear survey with low level tags (C&D) 5 tags first survey! Second survey cleared special focus level!

A&I, addiction, behavior management, managing hospitalizations, wounds and falls, went alarm free, RISK, hiring and interview process, team building/moral, implemented systems, plan of corrections, QA/ QI Quality measures, implementing systems and policies Interm DNS traveling

Golden living 360 - Pawtucket, RI

September 2015 to September 2016

Interim DNS travel to facilities in need of DNS help with plan of corrections, survey readiness, implement systems, train staff/DNS educate, staff moral, audits, clinical Morning meeting process, review dashboard

Rounding, chart reviews, collaborate with team

DON

Quincy health and rehab - Quincy, MA

December 2013 to March 2015

160 bed LTC/STC facility, over see nursing staff, customer service, census, budget, staffing, staff moral, team building, hiring process, review admissions, monitor re-hospitalizations, A&I, complaints and survey, plan of corrections. survey readiness, Joint Commission, orientation, education, resident/family issues/concerns, behavior rounds, wounds/falls, at RISK, collaborate with team, marketing ADON

Pawtucket skilled nursing - Pawtucket, RI

November 2011 to October 2013

Team building, QAPI, Staffing, budget, Census, Resident/Family issues or concerns, Marketing meetings, Survey readiness, wound round/management customer service Assist DNS, wound champ, learning circles,

Admission and discharge process, education

Union staff

RN Case Manager

Beacon hospice - East Providence, RI

September 2009 to October 2011

State readiness, Staff Moral, Discipline/Evaluations, Medicaid/Medicare meetings, Quality of Life, Customer at Risk, Family and Resident meetings and communication, Plan of Corrections, decreasing Re- hospitalization, Coach and Supervision skill, Admission reviews, discharging planning and many more responsibilities

9/2/2009- 10/30/2011 Beacon Hospice RN Case manager Oversee C.N.As at multiple facilities, assisted living and home care, pain management, hospice care, family meeting/education and support, collaboration with team/ medical director, nurses social worker, admission/discharges, care plans, communication with families & patients, traveling RN Supervisor

Woonsocket Health & Rehab

June 2006 to August 2009

Supervised all shifts and units LTC/sub-acute, C.N.As, C.M.Ts and Nurses, documentation, care plans, collaboration with other staff, TPN, porta cath care, trach care, g-tube maintenance, wound care, assessments

Education

Associates

Community College of RI Nursing

2004 to 2006

Woonsocket Senior High

1989 to 1991

Skills

• Pain Management (10+ years)

• DNS (10+ years)

• Behavior Management (9 years)

• Infection Control Training (10+ years)

• Medication Administration (10+ years)

• Vital Signs (10+ years)

• Leadership (10+ years)

• Management (10+ years)

• Analysis skills

• MDS (Less than 1 year)

• Nursing (10+ years)

• Hospice Care (9 years)

• EMR Systems

• Employee Orientation

• Nursing home experience

Certifications and Licenses

Infection Control

Present

IV Certification

2022

AED Certification

RN License

CPR Certification

Compact State Nurse License



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