R.N Customer Service

NICOLE E. MOORE, R.N.

***** ******** *****, ******, ** 34667

301-***-**** *********@*****.***

SUMMARY

Seasoned registered nurse equipped with “patient first” attitude, managerial, and customer service expertise.

Detail-oriented, friendly, reliable, and passionate about facilitating excellent patient care.

Experienced as a nursing supervisor and upper-level manager possessing strong personnel and problem-solving skills.

Highly knowledgeable regarding Medicare and Medicare Advantage insurance products.

23-year military veteran with flight medicine experience to include instructor/trainer.

Proficient with various electronic medical records systems and Microsoft Office.

PROFESSIONAL EXPERIENCE

Director, Care/Utilization Management; Lakeview Healthcare System/Aegis Medical Group (ACO/MSO), Leesburg, FL 09/2017-04/2022

Responsible for the initial needs assessment, development, and implementation of the nurse care management department for both the Accountable Care Organization (ACO) and the Management Services Organization (MSO) consisting of 33,000+ total Medicare Advantage and Medicare global risk patients serviced by 86 primary care providers.

Developed, implemented, and provided oversight of the care management policies and procedures providing specific guidance to all departmental staff consisting of Licensed Practical Nurses, Registered Nurses, Social Worker, and ancillary support staff.

Developed, implemented, and maintained all five care management programs to include ongoing utilization reviews, intake and discharge planning, and managed care contracting or negotiation in order to facilitate the use of appropriate services and resources to ensure safe, medical appropriate, high quality, and cost-effective patient care resulting in positive outcomes.

Evaluated patient care data to ensure chronic care management is provided in accordance with clinical guidelines and organizational standards.

Led process improvement initiatives to increase team efficiency, performance, and quality.

Provided input to strategic decisions that affect the functional area of responsibility.

Resolved issues arising from operations requiring coordination with other departments.

Acted as subject matter expert resource for care management team, health care providers, and other departments as necessary.

Home Health Nurse; Visiting Nurses Association, Baltimore, MD and All Coast Home Health and Therapy Services, Lady Lake, FL 01/2017-09/2017

Responsible for the patient assessment, monitoring, and intervention when appropriate respecting the patient’s physical and emotional needs.

Developed and coordinated accurate writing plans of care with physicians and others on the care team. Evaluated and updated patient care plan to reflect changes per physician orders or patient condition and evaluate for appropriateness a minimum of every 60 days and at discharge.

Provided nursing care (wound assessments, dressing changes, wound vacs, PICC lines maintenance, IV med therapy) per physician orders and home health protocols, nursing standards of care with respect to infection control.

Notified patient’s physician of changes in patient condition and/or care needs and obtain new orders in accurate and timely manner.

Performed all follow-up communication tasks relating to direct patient care, such as calls to physicians, arrangements for support services and transportation to appointments as necessary.

Participated in multi-disciplinary team conferences and document outcomes. Referred to other disciplines as necessary. Sought consultation from supervisor, physician and other providers as indicated.

Completed Start of Care (SOC), Resumption of Care (ROC), and patient discharge from care assessments and completed OASIS documentation via electronic software. Other assessments completed and documented as necessary.

Completed and maintained patient visit and treatment documentation in a timely and accurate manner via Kinnser software.

Provided direction and supervision of licensed practical nurses and home health aides.

Participated in training opportunities as made available.

Clinical Registered Nurse-Family Health Clinic; 779 Medical Group, Joint Base Andrews, MD and 6 Medical Group, MacDill AFB, Tampa, FL 09/2014-12/2016

Responsible for coordinating patient care through a continuum and facilitate the achievement of optimal outcomes in relation to clinical care, quality and cost effectiveness for all patients assigned to the care team consisting of 3 providers empaneled with approximately 1200 patients each.

Required to obtain patient care data from a variety of sources and make appropriate clinical decisions to optimize patient care.

Continually ensure compliance with care standards and practice in accordance with established policies, procedures, and guidelines used in the medical treatment facility.

Provide generalized nursing care within the scope of practice.

Possess the ability to recognize adverse signs and symptoms and quickly react to emergency situations. Perform as Rapid Response Team nurse as assigned.

Possess excellent oral communication skills in order to provide patient/family education and to perform telephone assessment including the determination of optimal time and location for patient care and follow up as required.

Possess excellent written communication skills in order to perform accurate documentation in written and electronic form, of all activity to include telephone contacts with patients, family members, and healthcare specialists.

Responsible for prescribing and communicating treatment plans and patient teaching in accordance with established protocols.

Responsible for placing referrals to healthcare specialists and arranging specialty care as appropriate or as ordered by the provider.

Participate with orientation and training of newly assigned personnel as required.

Perform nursing functions to include assembling and operating medical equipment within the clinic performing/assisting with procedures in accordance with established protocols and document accordingly.

Registered Nurse, Emergency Department; South Bay Hospital, Sun City Center, FL 10/2013-09/2014

As emergency staff nurse, provide safe, efficient, and quality nursing care to patients assigned within this 16-bed retirement community hospital emergency department with an average 70 patient visits/day utilizing the nursing process.

Expeditiously and efficiently performed initial triage of incoming ambulance and walk-in patients as required assigning acuity level via the 5 level Emergency Severity Index.

Initiated treatment protocols as outlined in hospital policy according to patient’s chief complaint.

Performed extensive venipuncture and implanted port access in order to obtain all ordered laboratory specimens.

Obtained electrocardiograms and initiated patient hemodynamic monitoring within 5 minutes of patient arrival per protocols established.

Administered all medications to include IV therapy per provider orders while continuously monitoring the patient to ensure positive patient outcomes.

Delegated duties to unlicensed nursing personnel as defined within their scope of practice. Provide training to these team members as required.

Maintained open communication regarding patient status with providers to include keeping patients up to date on the status of their care.

Strived to provide a safe environment for patients and continuously uphold patient confidentiality standards.

Performed as a strong team member attempting to help fellow staff members in order to provide positive patient experiences.

Performed extensive patient teaching from time of emergency department admission to time of discharge.

Participated in educational opportunities when available.

Registered Nurse, Urgent Care/Family Medicine; PatientFirst, Inc., Waldorf, MD 11/2008-03/2013

Provided nursing care within the scope of practice in this 250+ patient per day ambulatory setting to include participation and assisting the medical providers in emergent situations, promotion of health and disease prevention, and patient education.

Obtained patient history and charted all pertinent data throughout patient visit into electronic medical record.

Provided nursing services as ordered by the medical care provider(s).

Administered all medications to include oral, injectable, and IV hydration therapy being knowledgeable of correct dosages, actions and side effects.

Dispensed prepackaged prescription medications as prescribed by the medical provider.

Delegated patient care to ancillary staff within their scope of practice.

Was responsible for all patient call-backs, follow-up documentation, and accuracy of patient billing.

Assisted in training and mentoring of new nursing and ancillary personnel.

Provided back up support due to nurse shortages at other centers as needed.

As Charge Nurse, was responsible for addressing and resolving issues, both patient and center related, in order to ensure smooth, safe, and efficient patient care.

Ensured narcotic accountability.

Fostered teamwork and encouraged positive attitudes.

Registered Nurse, Emergency Department; Doctors Community Hospital, Lanham, MD 03-09/2013

Provided generalized, therapeutic, and safe nursing care utilizing the nursing process within this 46-bed emergency department providing services to approximately 80,000 patients annually.

Completed initial triage of incoming ambulance transported patients, initiated treatment protocols according to chief complaint in order to expedite care, and assign to empty beds as available.

Assessed healthcare and other needs of the patient using appropriate resources and standards accomplishing such in a timely manner.

Prioritized patient care according to the needs of the individual patients assigned and the unit as a whole assisting fellow staff as necessary during emergent situations.

Administered all medications according to facility policy and procedures to include intravenous fluid and drug therapy while providing continuous assessment as ordered by the medical provider.

Performed extensive venipuncture to include access of implanted ports in order to obtain laboratory specimens and initiate IV therapy.

Responsible for documentation of all pertinent patient data and effectiveness of all nursing care provided in both the electronic medical record and via the use of paper templates.

Assigned duties to unlicensed assistive personnel within their scope of practice and supervised such actions.

Participated in all education opportunities as afforded to nursing staff.

Continuously upheld patient confidentiality.

Director of Nursing, Assisted Living Facility, Charlotte Hall Veterans Home, Charlotte Hall, MD 09/2011-07/2012

Responsibilities in this 156-bed assisted living/long-term care facility included supervision of approximately 50 LPN, certified nursing assistant and certified medication aide personnel combined.

Oversaw administration of medications to residents to include providing teaching and period assessment of medication aides to maintain compliance with state and federal regulations.

Completed 45-day clinical assessments of all residents to include review of laboratory results, physician orders, all medication and treatment administration records, and follow up of residents admitted to hospital.

Oversaw all care given by LPNs, CMAs, and CNAs to ensure compliance with resident care/service plan.

Performed initial resident assessment prior to admission to facility, re-evaluated level of care for each resident as needed.

Oversaw and performed wound care and specialized procedures as needed.

Reviewed pharmacy recommendations with Medical Director, performed QA for infections, falls, injuries, and medication errors.

Participated in on-call floor coverage as needed.

Provided in-servicing and continuing education for nursing staff.

Participated in resident and family conferences as required.

Completed monthly staffing schedule and reviewed daily staffing.

Assisted with developing and revising all nursing policies as related to assisted living.

Registered Nurse, Emergency Department, Civista Medical Center, LaPlata, MD 10/2009-04/2011

Responsible for the implementation of safe, therapeutic, and efficient nursing care as defined within my scope of practice while providing patient care within this 34-bed emergency department.

Administered all medications ordered by the medical provider to include IV fluid and drug therapy.

Performed extensive venipuncture, obtained lab specimens, and initiated patient hemodynamic monitoring.

Performed general nursing care from time of admission into the emergency department to discharge to include patient/family teaching and discharge instructions.

As triage nurse, completed initial assessment assigning acuity level via the 5 level Emergency Severity Index, implemented appropriate protocols currently in place, and assigned patients to either the main emergency department or to express care based on acuity level.

Delegated responsibilities to unlicensed nursing personnel as defined within their scope of practice and assisted with training as required.

Performed Charge Nurse duties as assigned ensuring smooth and efficient patient flow throughout the emergency department and the express care.

Staff Registered Nurse/Nursing Supervisor, Genesis Eldercare/Rehab, LaPlata, MD 08/2008-10/2009

Responsibilities in this 160-bed skilled/LTC nursing facility included the daily and ongoing assessment of residents implementing changes to nursing plan of care as necessary.

Performed generalized nursing care on the skilled nursing unit to approximately 20 plus residents.

Performed resident and family teaching as necessary.

Dispensed medications and performed treatments as ordered by the medical care provider.

Assigned and supervised care to be given by unlicensed nursing personnel assigned to the unit.

Assisted with training of unlicensed nursing personnel as needed.

Performed as wound care nurse as needed.

Collaborated with medical providers on all nursing care concerns of residents.

As house nurse supervisor, was responsible for verification of daily staffing on each of the four units and reassignments as necessary due to staffing shortages.

Performed rounds and collaborated with all unit charge nurses regarding resident care and conditions ensuring individual nursing care plans were followed. Participated in patient care committee meetings.

Responded all emergency calls during shifts and assisted staff nurse with implementation of appropriate rescue measures to include initiation of ambulance transport if necessary.

Assured safe and sanitary environment for residents, staff, and visitors. Also performed medication passes and other nursing duties as necessary in the event of personnel shortages.

Aerospace Medical Service Superintendent, US Air Force Reserves/Air National Guard 07/1985-03/2008

General duties included performing life-sustaining, generalized patient care to members of all branches of service in an aeromedical setting utilizing various airframes and field hospital settings during times of national peacetime emergencies and war time conflicts.

Was also trained and required to maintain currency and competency as a National Registry Emergency Medical Technician-B.

Assigned as Non-Commissioned Officer in Charge of the base Immunization Clinic overseeing compliance of vaccinations for approximately 2,000 service members.

Performed duties as supervisor/trainer to include conducting medical training, both inflight and ground, and assisted with providing annual in-services as required.

Reported training statistics to higher management.

Completed and documented one-on-one counseling and provided any additional re-training of subordinates as identified.

Responsible for completion of annual performance reviews of subordinates.

Participated in overseas deployments in support of Operation Desert Storm and both Operation Enduring Freedom and Operation Iraqi Freedom.

EDUCATION

Associates of Science Degree in Nursing, 2007 Community College of Allegheny County, Pittsburgh, PA

RN, Case Manager/Delegating Nurse in Assisted Living, 2011

Aerospace Medicine Specialist, US Air Force School of Healthcare Sciences, 1986

PROFESSIONAL CERTIFICATIONS

BCLS Provider – American Heart Association, Exp. 2024

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