Customer Service Patient Care

LINDSEY COLEMAN

Republic, MO ***** 417-***-**** ***********@*****.***

• http://linkedin.com/in/lindsey-coleman-0046b7252 Dedicated and compassionate Nurse (RN, BSN) with a progressive career history in direct patient care, triage, critical care, trauma care, and specialties with abuse/sexual assault. Skilled in coordinating fast-paced environments and experienced in a state-of-the-art call center remotely. Strong educational background in EHRs and CRM forums, prioritizing patient engagement and empowerment. Committed to fostering a supportive and collaborative work environment, while remaining calm under pressure and skillfully handling difficult patients and high-stress situations. Focus on building strong relationships with patients and families through empathetic communication, a respectful attitude, and excellent customer service. Dedicated to providing remote customer service across multiple platforms.

• Call Center

• CRM, Oracle, Five9, MyWorkspace,

Google Doc360, Citrix Workspace,

Microsoft Edge, Microsoft Suite, Microsoft

Office, Word,Excel, Spreadsheets

• Compliance Guidelines (OSHA, FDA,

HIPAA)

• Bedside Care

• Clinical Documentation

• EMRs EHRs, Epic, Cerner, MedHost

• Time Management

• Chart Notes Preparation

• Interdisciplinary Team Participation

• Preceptor/Mentor/Patient Education

• Critical Thinking

• Problem Solving

• Communication

• Patient Advocacy

• Verbal Communication

• Written Communication

• Leadership/ Management

SKILLS

WEBSITES, PORTFOLIOS, PROFILES

PROFESSIONAL SUMMARY

• Clinical Skills

• Teamwork

• Documents Analysis/ Mediation

Reconciliation, Desktop Review /Audits

WORK

HISTORY

Customer Service Representative, 02/2024 - Current Axion Contact LLC – Remote

• Company Overview: Currently contracted to United Healthcare

• Providing invaluable education on new medications and ensuring seamless medication reconciliation upon hospital discharge

• Inbound and outbound calls, leaving voice mails, 3-way calls with member and Dr, Offices

• Scheduling appointments

• Conducting Outreach programs

• Desktop Reviews

• Experience with CRMs, Five9, Oracle, Citrix Workspace, Microsoft Edge, etc

• Contracted with United Health Care through Axion LLC

• Adhere to compliance guidelines throughout processes (OSHA, FDA, HIPAA)

• Currently contracted to United Healthcare

RN, Critical Care Float/Neuro-Trauma ICU, 02/2016 - 11/2024 Cox South Hospital – Springfield, MO

• Managed patients in all ICU settings from Medical ICU, Neuro Trauma ICU, and Cardiovascular ICU settings

• Managed quality care for patients with heart failure, end-stage renal disease, coronary artery disease, traumatic brain injuries, suicide attempts, drownings, overdoses, and other trauma-based injuries

• Monitored patient condition by interpreting and tracking EKG readings, identifying irregular telemetry readings, and updating team members on changes in stability or acuity

• Teamed on trauma and emergency interventions involving serious head injuries, gunshot wounds and thoracic trauma

• Conferred with physicians to discuss diagnoses and devise well-coordinated treatment approaches

• Maintained quality care and comfort for patients with heart failure, pulmonary hypertension, and other conditions

• Organized and managed care of patients undergoing various therapies and procedures

• Provided exceptional care to high-acute patients needing complex care such as ventilator management, extensive wound care, and rehabilitation

• Collaborated with physicians to quickly assess patients and deliver proper treatment while managing rapidly changing conditions

• Orchestrated quality-driven, cost-effective care in high-volume trauma center setting

• Provided direct patient care, stabilized patients, and determined next course of action

• Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process and management and lifestyle options

• Implemented medication and IV administration, catheter insertion and airway management Sexual Assault Nurse Examiner, 08/2017 - 11/2023

Cox South Hospital – Springfield, MO

• Exercised quick judgment in chaotic environments to keep patients safe

• Leaned on psychological and emotional understanding of victims to create safe and comfortable environment for patients

• Maintained open and neutral position to speed up communication with victims

• Collaborated with law enforcement and district attorneys, to improve services for sexual assault victims

• Empathetically communicated with victims to ease collection of evidence and employ treatments

• Cooperated with coworkers and Rape Response staff to process and treat incoming patients

• Used first-hand knowledge and clinical ability to advocate for patients under care and enacted prescribed treatment strategies

• Assessed and evaluated mental health needs, working with multidisciplinary team to initiate, manage and modify individualized care plans

Certified Nurse Assistant, 01/2004 - 01/2016

Cox South Hospital

• Performed direct patient care to patients ranging from pediatrics, elderly, and the disabled

• Maintained patient stability by checking vital signs and weight and recording intake and outtake information

• I was under direct supervision of a registered nurse

• Facilitated personal hygiene management, feeding and ambulation

• Demonstrated respect, friendliness, and willingness to help wherever needed

• Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote safe working environment

• Maintained energy and enthusiasm in fast-paced environment Master of Science: Psychiatric Mental Health Nurse Practitioner, 11/2023 Western Governors University - Salt Lake City, UT

First year of program course work completed. Degree on hold. Not currently enrolled. Bachelor of Science: Nursing, 08/2019

Western Governors University - Salt Lake City, UT

Member of WGU Alumni Honors Society

Associate of Science: Nursing, 05/2016

Ozarks Technical Community College - Springfield, MO

• Dean's List

• Selected as 1 in 12 students to travel on a mission's trip to Nicaragua. Provided 7-day medical clinic during the zika virus outbreak.

• Dean, Anna Mae, & David Dean Lewis Scholarship Recipient

• GPA: 3.3

LPN Certificate: 01/2015

Ozarks Technical Community College - Springfield, MO

• Dean's List

EDUCATION

• Smith Glynn Callaway Medical Foundation Scholarship for Excellence in academics and clinical experience.

• Scholarship Recipient for Musgrave Foundation

• GPA: 3.4

CNA Certificate: 12/2004

Ozarks Technical Community College - Springfield, MO

• BLS

• ACLS

• RN License

• TNCC, Active

• NIHSS, Active

• Two-time Daisy Award Recipient from Board of Nursing

• Recognized Sexual Assault NurseExaminer, by Greene County Police Department for my excellent, management of notifying proper social services and police department personnel during a sexual assault case. Was recognized for excellent assessment, forensic evidence collection, documentation, and evidence hand off and reporting along with expert testimony of findings in court that helped bring justice to SA victims.

• Society of Trauma Nurses (STN)

• International Association of Forensic Nurses (IAFN) ADDITIONAL INFORMATION - COMMUNITY SERVICE

• Volunteering for Ronald McDonald House of Springfield MO.

• Volunteer for Hope Connection Convention, feeding the homeless.

• Adopt an Elder for Christmas

• Crisis Center volunteer services

CERTIFICATIONS

ACCOMPLISHMENTS

AFFILIATIONS

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