Customer Service Case Manager
Resume:
Dawn Abney
Woonsocket, RI *****
****.*****@*****.***
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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