Nursing Assistant Customer Service

Sylvia Z Jones

***** ***** **. ***** **** Apt *** Coon Rapids, MN 55433

(Cell) 612-***-**** (Email)

(Email) ***********@***.***

Objective

Minneapolis VA Health Care System current employee with over 20 years of experience working in the healthcare industry, flexible adaptable and can work independently. Demonstrates effectively in multiple departments, including but not limited to, health records management, privacy, primary care, public relations and customer service. A team player with little or no supervision Understanding culture awareness respect for differences, ability to adjust to change and handle work pressure while remaining tactful and respectful, demonstrating sound judgment and work ethic, knowledge and skills to effectively serve Veterans, internal and external customers at the Minneapolis VAHCS.

Related Professional Experience

Minneapolis VA Health Care System, Minneapolis, MN

Release of Information 05-2021 - Present

Knowledge of MRT and ROI PLUS ROI PLUS TODAY MENEU

Demonstrated the ability to Navigate and utilize various computer applications

Understanding how to upload ROI PLUS requests

Utilizing Right Fax, Mailing out request, CPRS, Vista Imaging

VA regulation, policy and procedures as they relate to patient's rights, and the health information management able to interpret Federal Statutes as needed.

Extensive experience appropriately communication interacting with internal and external all customer questions with clarity regarding the release of information

Knowledge and Understanding of first and Third party and Verbal consent application

Add and Edit new Requestor address

Continuous training

Health Benefits Advisor 10-2020 - Present

Responsibilities for explaining Health Benefits and questions for veterans and their family.

Proficient user of CPRS and Vista Imaging computer programs, to included Microsoft, excel, ESR, VBMS,VIS, HEC, HEC VHIC, ALERT, VISN23, utilizing MRT and other data points into the Electronic Medical Record as directed

Demonstrated knowledge of medical terminology as needed

Understanding of health care aspect

Demonstrated understanding of the VA regulation, policy and procedures as they relate to patient's rights, and the health information management able to interpret Federal Statutes as needed.

Provided excellent customer service to veterans and their family Demonstrated the ability to Navigate and utilize various computer applications

4J Polytrauma and Acute Rehabilitation, GS-5 Nursing Assistant 04-201*-**-****

Provide direct care for a population of vulnerable Veterans, inpatient and outpatient settings.

Communication with internal and external customers, Veterans, caregivers/family, and interdisciplinary rehabilitation team.

Collaborate with physicians, nurses, PT/OT/Speech and peers to follow an individualized plan of care for Veterans under direct supervision from licensed nursing staff in inpatient and outpatient settings.

Interact and communicate with Veterans of different ages and ethnic backgrounds, providing privacy, dignity, and respect.

Extensive experience appropriately interacting and intervening with difficult customers, uses PMDB skillset for de-escalation and service recovery. If the concern cannot be resolved at the lowest level, quickly involves unit supervisor/leader.

Worked to achieve a behavior management skill set through TMS

Answers phones and call lights.

Knowledge of infection control practices, hand hygiene, PPE., and cleaning RME.

Participates in team huddles, staff meetings and interdisciplinary team meetings.

Demonstrated knowledge of medical terminology.

Demonstrated ability to identify emergent/urgent situations, communicates concerns with licensed staff and intervenes within scope of nursing assistant role and/or as directed.

Proficient user of CPRS and Vista computer programs, enters vital signs and other data points into the Electronic Medical Record as directed.

Participation in unit work groups and performance/process improvement.

Scanning in Faxes with patient information using CPRS and VISTA Imaging

Additional Assigned Work

MyhealtheVet 05 2019- 02- 2020

Patient education, Provide education to veterans, their family members and their Clinical care team to aggrandize and enlarge mobile and web-based Connected Health service, by developing and implementing ongoing education programs Connected Health care modalities, tracking and evaluating utilization of the Connected Health modalities. Providing response, conduct analysis and run reports to the Connected Health Coordinator.

Assist with Technogym education, training to veterans, their family members, and staff on how to use MyhealtheVet and secure messaging, assist with the enrollment and authentication and credentialing management of veteran and staff

Ability to maintain patient's rights, confidentiality, and individuality, understanding the VA regulation, policy and procedures as they relate to patient's rights, and the health information management able to interpret Federal Statutes as needed.

Ability to identify veteran individual needs by building positive interpersonal relationships both on the phone and face to face with veterans and the MyhealtheVet team, Executing Marketing strategies plans for target audiences. and Communicating with Telehealth Technicians and Health information.

Integrated Automated Clinical Support experience in oral presentation, interacting with and educating staff regarding facility policy and procedures, ability to move obstacles to ensure positive workflow, keeping manager informed.

Audited employee education folders to ensure that the folders met Joint Commission requirements. This project required coordination across service line and departments. Provided recommendations to improve the process for managers across the Minneapolis VA and for the education service line.

Assistant with new nursing assistant hire employee orientation, developed a test with answers to ensure knowledge and ability to perform job duties and requirements. Creating new employee folders.

Scanning in Faxes with patient information accessing CPRS Medical Record and VISTA Imaging as needed

2016-2020 separating each visit hospital for fee purpose

Assistant with new nursing assistant hire employee orientation, developed a test with answers to ensure knowledge

Nursing Assistant, Cape Fear Valley Hospital: Fayetteville NC 12-13 -03-17

Unit Secretary provided assistant to providers

Monitor Technician,

Provide daily hands-on care to Patients, bathing feeding, one to one care as requested by Patient care Manager

Ensure a positive approach to the patient and their families.

Nursing Assistant Fayetteville Manor Assistant Living Fayetteville NC 09- 2013- 12-2013

Assists residents with grooming and dressing as needed

Ensure residents meet daily activity requirements per care plan

Monitors and documents vital signs and information per care plan or as requested by Charge Nurse

Certified Nursing Assistant/Mentor Life Sprk Edina, MN 09-2010 - May -2013

Provided in home healthcare services to elderly clients in their homes

Assisted with exercises, therapy and other medical needs as requested in care plans

Organized time and resources based on the individual needs of the client

Trained new home health aides.

Marketing Assistant, Aditya Minacs Marketing Agency Milwaukee, WI 06- 2008 - 11- 2010

• Researched markets for new advertising accounts

• Coordinated meetings with prospective clients

• Maintained electronic filing systems

• Maintained calendars and coordinated schedules for management team

• Provided data using Microsoft Excel and Power Point

• Performed general clerical duties as assigned

Lead Group Home Staff AJA Enterprise Milwaukee, WI 9- 2006 - 07- 2008

Directly responsible for overall administration and direction of resident programs

Developed individual behavior and support plans

Ensured all clients files were completed and in compliance with company and licensing regulation

separating each visit hospital for fee purpose.

Assisted with selecting and hiring new employees and employee evaluations

Scheduled training sessions for staff

Conducted regular staff meetings to instruct, assign, review, and plan work for employees, 2016-2020 separating each visit hospital for fee purpose

Paraprofessional Minneapolis Public School Minneapolis, MN 10-1990- 05- 2006

Assisted the teacher with instructing and supervising students identified as having a moderate to severe disability

Assisted the teacher with crisis, problem, and behavior management

Worked with audio- visual equipment, computers, and assistive technology

Participated as a member of the Special Education Building Team provided guidance a appropriate

Screened, evaluated, and made recommendations regarding the placement and program for students

Knowledge, Skills and Abilities

Excel, Electronic Medical Records, HIPPA, CERNER, EHIM (Employee Health Insurance Management) Microsoft Office HIPPA,

Excellent interpersonal and communication skills

Strong organization and time management skills

Takes direction from supervisor, ability to work autonomously and/or with interdisciplinary teams

Demonstrates flexibility/adaptability

Experience with shipping, receiving, inventory to include IFCAP and placing Maximo work orders

Attention to detail, focused on customer service and demonstrating ICARE Values in every interaction

Preceptor/mentor

Certifications

Nursing Assistant, BLS Certification, Lumberton, NC

Associated Counseling & Training Services Certification, Milwaukee, WI

Home Health Aide Certification, Minnetonka, MN

EKG Monitor Technician and Unit secretary

Education

Associate Degree General Secretary, Summit Academy, Minneapolis, MN

Associate Degree, Bible Theology Agape Bible College, Milwaukee, WI

Minneapolis Community College

Professional References

Conrad Lyons -supervisor ******.*****@**.*** 612-***-****

Christie Spevacek -coworker ********@*****.*** 763-***-****

Amanda Momin -supervisor ******.*****@**.*** 612-***-****

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