Customer Service Inbound

Lonnisha Sayles

770-***-**** ****************@*****.***

Highly enthusiastic, motivated, and ambitious Professional with strong experience, skills, and abilities in resolving complex inquiries. Passionate about developing unit and facility goals and objectives, serving as a liaison between nurses, physicians, and other administrators, and collaborating with other members of the healthcare team to ensure the delivery of high-quality care to patients. Throughout my career, I have perfected my quality of work and improved my abilities. Excellent capability to work with change and uncertainty in the spirit of cooperation with a sense of sound judgment and assistance in a variety of situations requiring excellent manual dexterity. Detail-oriented with strong problem-solving skills and the ability to work as an individual and in a team environment. Dedicated to complying with policies and procedures and supporting the organization's mission, values, and standards of ethics and integrity, and reacting to emergent situations with professionalism, calmness, and effective manners. Flexible, adaptable, and able to autonomously manage multiple tasks in a dynamic, fast-paced environment. Looking for a high-level opportunity in a dynamic organization where my expertise and skills will be fully utilized. AREA OF EXPERTISE

CORE COMPETENCIES

Personal presence and strong influencing skills, and excellent presentation skills. Strong verbal and written communication skills, problem- solving, and project management skills

Good interpersonal skills and ability to converse easily with a variety of individuals from a mix of cultures and countries

Ability to communicate professionally and effectively with co-workers, other professionals, and public

Excellent skills to manage stress, maintain a professional atmosphere and provide quality service

Excellent skills in hiring, training, and mentoring nurses, evaluating their performance and assisting in the development of policies and procedures for nursing staff such as infection control and disaster preparedness measures

Vast knowledge of working in different environments and under different conditions from communicating effectively with cross-functional staff and recommending process improvements to drive quality assurance

Establish and oversee budgets, schedule nurses’ work shifts, and assign tasks to manage the flow of patients from intake to discharge

Capable and consistent problem solver, highly skilled at prioritizing and managing projects with proficiency

Adapt to new changing situations, perform multiple duties simultaneously, and make decisions within agreed financial frameworks

Able to lead and develop effective teams, comfortable and effective working independently or in team environments both internal and external WORK EXPERIENCE

Crisis Travel Nurse Favorite Staffing Feb 2022 – Present Key contributions:

Documented patient care activities such as administering medication by using computer equipment such as laptops and tablet computers

Educated patients about their illnesses and treatment plans to help them make informed decisions about their care

Coordinated with other medical staff members to ensure that patients received high-quality care from start to finish

Prepared reports summarizing patient care activities for nurses’ rounds and meetings with administration

Communicated with patients and their families to ensure proper care was being provided Crisis Travel Nurse Krucial Staffing Oct 2020 – Jan 2021 Key contributions:

Arrived promptly to perform duties, and kept abreast of developments in healthcare by attending workshops as necessary

Travelled to patients’ homes, schools, and other organizations to administer medication and vaccinations

Performed wound inspections, changed dressings, and monitored the patients’ overall wellbeing

Addressed patients’ concerns and provided healthcare and nutritional advice where possible

Monitored patients’ recovery and compiled reports for the relevant doctors and other stakeholders Customer Service Nurse Homestead Hospice Roswell, GA Jan 2020 – Sep 2020 Key contributions:

Answered high-volume inbound customer calls via an automated phone system, and utilized resources to troubleshoot patient issues

Greeted customers in a friendly, professional manner using the suggested script

Project and Program Management

Management Skills

Case Management

Leading by Example

Front Line Leadership Program

Adapting to Changes

Staff management

CDC Comprehensive Diabetes Care

Develop educational Plans

Records management

HEDIS/Data Abstraction

Customer Service Nurse Manager

COL Colon Cancer Screening

CS Cervical Cancer Screening

HEDIS HYBRID 2021

MRP Medication Rec Post Discharge

TRC Transitions of Care

Microsoft Office

Mentoring& Coaching

Multitasking, Team player

Time Management

Critical Thinking

Goals Identification

Communication Skills

Communicated effectively and professionally with patients, teammates, and healthcare professionals

Furnished members and health care practitioners with details regarding patients' benefits

Ensured that workspace remained tidy and equipped with all relevant tools and resources Hospice Case Manager Pruitt Hospice Atlanta, GA Mar 2018 – Dec 2019 Key contributions:

Maintained records of patient care plans, physician orders, medication administration, and other information about a patient’s condition

Meet regularly with patients and their families to monitor the patient’s physical, emotional, and spiritual needs

Assessed patients’ social and medical history to develop plans of care that met their needs

Worked with physicians, nurses, and other medical professionals to coordinate care and treatment plans for each patient

Coordinated and arranged for services such as home health aides, nursing care, and hospice care

Coordinated care with other medical providers and social services agencies to meet patients’ needs

Provided counseling and support to patients and families during difficult times in their lives Rehab Nurse Bolin green Health and Rehab Aug 2015 – Feb 2018 Key contributions:

Used Possesses the specialized knowledge and clinical skills necessary to provide care for people with physical disability and chronic illness

Assisted patients to re-establish as much of an independent lifestyle as possible after debilitating incidents

Provided patients with encouragement and strategies to help them adapt to their disabilities

Provided patients with encouragement and strategies to help them adapt to their disabilities

Assisted clients in adapting to an altered lifestyle, while providing a therapeutic environment for client's and their family's development

Performed hands-on nursing care by utilizing the nursing process to achieve quality outcomes for the client Clinic Nurse Douglas County Correctional Center, Omaha, NE Oct 2010 – Jul 2015 Key contributions:

Holistically provided care including the assessment of physical, psychosocial, and rehabilitative needs of both the patient and family

Completed incident reports as needed and provided assistance regarding investigations and the resolution of complaints

Took vital signs as indicated, recorded patients’ histories, prepared appropriate instruments for examination and procedure

Actively managed staff and daily clinic operations by directly observing staff and clinic processes, using those observations to train staff, drive accountability and recognize opportunities for improvement

Interacted with multidisciplinary team members to positively influence patient-centered care and focused on problem-solving Rehabilitation Nurse Quality Living, Inc, Omaha, NE Oct 2008 – Sep 2010 Key contributions:

Coordinated nursing care activities in collaboration with other members of the interdisciplinary rehabilitation team to facilitate the achievement of the overall goals

Gave essential support to the patients as well as their families and once the patient was relieved and ready to go back to routine life

provided health care to patients from all age groups to recover from injuries and prolonged diseases

Performed daily care tasks like monitoring vital signs, administering medicine, and performing treatments

Performed hands-on nursing care by utilizing the nursing process to achieve quality outcomes for clients Home care Nurse Maxim Home and Healthcare Agency, Omaha, NE Aug 2007 – Sep 2008 Key contributions:

Traveled to patients’ homes and managed their care plans according to physicians’ instructions, inspected wounds, changed dressings, and handled personal grooming and hygiene

Tested for muscle weakness, bedsores, and any signs of infection, listened to the concerns of family members, and answered their questions

Educated caregivers and family on the aftercare and ongoing care of the patient

Provided suggestions for improved healthcare to physicians and family members of the patient

Monitored patient recovery and compiled reports for the physician EDUCATION

HEDIS Data Abstraction 101 (10- Hour certificate program) Remote Learning Services, LLC taught by Marie Peppers LPN Kaplan University Practical Nursing Diploma

Helms College Associate of Applied Science in Culinary Arts L I CENSE & T R A I N I N G

Licensed Practical Nurse, Georgia current compact – 091236 OSHA Certified Trainer

REFERENCES

Available upon request

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