Customer Service Case Manager

Marianne TeBeau

Grand Haven, MI ***** 616-***-****

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

PROFESSIONAL

SUMMARY

As an accomplished and highly experienced Registered Nurse with over 35 years of clinical expertise, including 3 years of clinical management experience, I have successfully worked in a variety of healthcare settings. With a passion for advocating for patients' rights and needs, I have consistently demonstrated strong critical thinking skills, personable communication style, and leadership abilities throughout my career. I have a proven track record of developing and implementing patient care plans, collaborating with interdisciplinary teams, and utilizing data and reports to manage caseload and achieve high-quality outcomes in various clinical settings, including home health and acute care facilities. My expertise in wound care, medication administration, Oasis documentation, and promoting patient safety, coupled with my ability to adapt quickly to changing environments and maintain HIPAA compliance, make me an ideal candidate for various nursing roles. SKILLS

• Clinical Staff Management

• Staff Scheduling

• Staff Support

• Administrative Support

• Staff Meetings

• Staff Coaching

• Staff Development Plans

• Staff Supervision

WORK

HISTORY

CLINICAL FIELD STAFF SUPERVISOR January 2020 - March 2023 (3 years) Mary Free Bed At Home Grand Rapids, MI

• Effectively supervised and managed eighteen clinical field nursing staff, ensuring compliance with state and federal regulations and high-quality patient care.

• Successfully streamlined workflows and improved team productivity by implementing effective project management techniques.

• Conducted thorough performance evaluations and provided constructive feedback, significantly increasing employee satisfaction and improving performance.

• Significantly improved team performance and patient satisfaction through the thoughtful development and delivery of customer service training programs.

• Expertly optimized productivity and patient care by carefully monitoring workflow and employee time management.

• Ensured comprehensive regulatory compliance and exceptional patient care by meticulously reviewing and approving all assessments and discharges.

• Contributed to initiatives for improving nursing satisfaction, retention, and morale.

• Provided on-call coverage to ensure 24/7 patient care.

• Identified opportunities for improvement and communicated findings to leadership.

• Maintained confidentiality of patient and proprietary information in compliance with regulations.

• Demonstrate strong leadership skills by effectively delegating tasks, communicating expectations, and providing guidance to clinical field nursing staff. RN TRAVEL NURSE (HOME HEALTH) December 2015 - January 2020 (4 years) Supplemental Health Care Buffalo Nursing (California, Alaska, South Carolina)

• Delivered exceptional in-home care to acute patients with complex needs, including antibiotic infusions, tube feeding, disease process teaching and management, extensive wound care, and rehabilitation, ensuring optimal patient outcomes and satisfaction.

• Proficiently utilized Kinnser, Homecare Homebase, McKesson, and Epic to effectively manage patient care.

• Conducted comprehensive patient assessments and documented factors such as diet, physical activity levels, and behaviors to effectively modify treatment plans and address changing patient needs.

• Maintained accurate and up-to-date charting in compliance with Medicare, Medicaid, and private insurance company guidelines, including proper Oasis documentation.

• Demonstrated adaptability and quick learning in navigating different charting platforms, agency policies, and procedures while working in various states, including California, Alaska, South Carolina, and Michigan.

• Collaborated effectively with interdisciplinary teams and led weekly team meetings and conference calls with physicians to coordinate patient care and ensure adherence to treatment plans.

• Provided education and training to patients and caregivers on disease process management, medication administration, wound care, and other related topics, empowering patients to self-manage their conditions.

• Maintained professional and ethical standards in accordance with the American Nurses Association's Code of Ethics and HIPAA regulations to ensure patient confidentiality and privacy.

HOME HEALTH RN CASE MANAGER February 2001 to November 2015 (14 years) North Ottawa Community Hospital Grand Haven, MI

• Collaborated with healthcare team members to develop and implement individualized treatment plans, ensuring high-quality patient care and optimal outcomes.

• Case managed a diverse patient population, providing complex wound care, administering medication through ports, PICC lines, and peripheral IVs, and educating patients on disease processes and self-management strategies.

• Acted as a preceptor for staff nurses, providing guidance and support in patient care, policies, and procedures, resulting in improved staff performance and job satisfaction.

• Maintained professional and ethical standards in accordance with the American Nurses Association's Code of Ethics and HIPAA regulations, ensuring patient confidentiality and privacy.

• Utilized strong communication and leadership skills to collaborate with interdisciplinary teams, including physicians, therapists, and social workers, to ensure coordinated and effective patient care.

• Coordinated and participated in on-call responsibilities to ensure 24/7 patient care coverage.

• Expert in Oasis documentation, maintaining accurate and timely charting in compliance with regulatory requirements.

• Collaborated with leadership to develop and implement initiatives for improving nursing satisfaction, retention, and morale, resulting in improved team cohesion and decreased turnover rates.

• Maintained open and honest communication with patients and their families, addressing concerns and ensuring optimal patient satisfaction.

• Utilized critical thinking and problem-solving skills to overcome obstacles and adapt to changing patient needs and conditions.

PEDIATRIC CRITICAL CARE REGISTERED NURSE January 1988 - July 1999 (11 years) University Of Michigan Mott Children's Hospital Ann Arbor, MI

• Provided specialized care to critically ill pediatric patients at the University of Michigan Children's Hospital.

• Triaged patients and delegated treatments to qualified staff and departments.

• Offered guidance to patients, caregivers, and family members on treatment plans and local resources to support care.

• Collaborated with interdisciplinary healthcare staff to develop and manage personalized care plans to optimize patient health and recovery. EDUCATION

Associate of Science Nursing December 1987

Hurley Medical Center School of Nursing, Flint, MI CERTIFICATIONS

Registered Nursing License

State of Michigan Board of Nursing

State of Alaska Board of Nursing

Contact this candidate