Licensed Practical Nurse Healthcare Team Leader

Nathan Hiller

**** ********* **, *****, ** ***** 716-***-**** ********@*****.***

Professional Summary

Results-driven healthcare professional with 15+ years of experience as an Licensed Practical Nurse. patient navigation, and high-volume member services experience. Proven expertise in building trusting relationships, driving adherence and utilization through education and data-driven interventions (15% risk reduction), and delivering exceptional satisfaction (95% rate). Currently serving as a Care Coach at RPM Healthcare, where consistent patient engagement and personalized support have produced measurable improvements in adherence, self-management, reduced anxiety, and higher patient-reported confidence and satisfaction. Passionate about transforming healthcare access and outcomes. Skilled in EHR/SaaS platforms, CRM-style documentation, proactive problem-solving, and cross-functional collaboration.

Core Skills & Competencies

• Patient Relationship Management & Account Ownership Remote Customer Support & Education

• Data Analysis & Insights (Remote Monitoring Metrics) Business Reviews & Presentations

• EHR/CRM Documentation & Compliance (HIPAA) SaaS & Telehealth Platforms

• High-Volume Call Handling & Issue Resolution

• Training & Change Management KPI Achievement & Retention Focus Professional Experience

Care Coach (Remote), RPM Healthcare 06/2026 – Present

• Serve as dedicated Care Coach for RPM patients through high-volume telephonic engagement (100+ weekly interactions); patients consistently report feeling supported, heard, and empowered, with many expressing renewed confidence in managing their chronic conditions between provider visits.

• Guide patients through device setup, data interpretation, and lifestyle adjustments that produce tangible positive outcomes—patients frequently share improved blood pressure control, better weight trends, and a stronger sense of ownership over their health.

• Deliver proactive education and coaching on biometric trends (blood pressure, weight, glucose, oxygenation) that improve adherence, reduce avoidable escalations, and help patients feel less anxious and more in control of their day-to-day health.

• Build lasting rapport through monthly check-ins and timely outreach, resulting in strong continuity of care, higher engagement rates, and measurable gains in patient-reported outcomes, satisfaction, and long-term program retention.

• Collaborate with providers by surfacing critical alerts and real-world context (barriers, literacy gaps, social determinants), enabling more informed decisions while patients benefit from a seamless, supportive experience that extends beyond the exam room. Medication Management Nurse (LPN), Clarist Health 10/2025 – 03/2026

• Conducted outbound calls to Medicare/Medicaid patients to verify medications and support adherence; patients frequently expressed relief and greater confidence after conversations that clarified their regimens and removed access barriers.

• Coordinated with pharmacies and care teams to resolve issues quickly, contributing to smoother medication access, fewer disruptions, and positive patient experiences around continuity and reliability of care.

Care Navigation Nurse (Remote), HealthSnap 04/2025 – 09/2025

• Conducted 20+ daily telephonic consultations for CCM/RPM patients, educating on lifestyle modifications and care plans; patients regularly shared appreciation for clear, compassionate guidance and the sense of true partnership in managing hypertension and diabetes.

• Evaluated remote patient data (blood pressure, glucose, weight) for 200+ patients monthly and delivered proactive interventions that reduced escalation risks by 15%, improved clinical outcomes, and helped patients feel more secure and motivated in their daily self-care.

• Owned the full interaction lifecycle—EHR documentation, barrier resolution, and cross-team communication—while fostering relationships patients described as supportive, motivating, and instrumental in keeping them engaged with their health goals.

• Built strong patient and team relationships in a fully remote environment that drove higher engagement, long-term adherence, and elevated satisfaction scores tied directly to patients feeling seen and supported.

Remote Patient Monitoring Nurse, Brook Health 10/2024 – 03/2025

• Managed 100+ patient caseloads with consistent telephonic education on wellness topics that enhanced safety, adherence, and resource utilization; patients reported feeling more connected, less anxious, and better equipped to manage their conditions at home.

• Fostered ongoing relationships through proactive follow-ups and thorough documentation, ensuring continuity of care and generating insights that supported improved patient outcomes and higher confidence in self-management.

Member Services (Remote), Highmark Blue Cross Blue Shield of WNY 06/2023 – 11/2024

• Handled 80–100 daily inbound/outbound inquiries in a fast-paced remote setting, resolving complex issues with a 95% satisfaction rate; members frequently noted clear communication, genuine care, and relief after difficult situations were resolved thoughtfully.

• Maintained accurate records, supported compliance, and collaborated across teams to improve processes—creating smoother experiences that patients and members described as helpful, respectful, and focused on their needs.

LPN (Occupational Health), Occustar Workplace Compliance 11/2020 – 04/2023

• Performed compliance assessments and testing that ensured regulatory adherence and workplace safety, contributing to a safer environment and positive experiences for employees who felt supported and well-informed during occupational health interactions. Additional Clinical Roles (Great Lakes Cardiovascular, Pediatric Urgent Care, Buffalo Cardiology, Davita)

2010 – 2020

• Managed patient charts, EHR documentation, and staff training/preceptorship across diverse settings, consistently prioritizing clear communication and compassionate support that patients and families valued and often cited as making a meaningful difference in their care experience. Education & Licenses

Practical Nursing Program, Erie 1 BOCES Graduated 10/2010 High School Diploma, Akron Central Schools Graduated 6/1996 NYS Licensed Practical Nurse #303616 Active through 04/2028

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