Experience

Homestead Hospice & Palliative Care

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Director of Centralized Triage/Intake & Customer Service

  • Apr 2020 - Present

  Corporate Office, Roswell, GA •Oversaw daily operations of 3 departments, including Centralized Triage, Centralized Intake and Post Discharge Program. •Departments covered 26 offices in 5 States •Met regulatory, compliance and safety requirements. •Recruited, trained, mentored and engaged highly successful operations leadership team. •Interviewed, supervised and motivated 25 staff members to achieve optimal productivity. •Developed quality employees within call center to take over leadership… Show more •Oversaw daily operations of 3 departments, including Centralized Triage, Centralized Intake and Post Discharge Program. •Departments covered 26 offices in 5 States •Met regulatory, compliance and safety requirements. •Recruited, trained, mentored and engaged highly successful operations leadership team. •Interviewed, supervised and motivated 25 staff members to achieve optimal productivity. •Developed quality employees within call center to take over leadership positions. •Maintained call center equipment in good working order to maximize productivity. •Conducted performance reviews for all RN-Triage Nurses, LPN-Intake Coordinators, and LPN-Customer service nurses to reduce resolution times and improve customer satisfaction ratings. •Determined quality assurance benchmarks and set standards for improvement.

• Administration/Operations

  • Sep 2019 - Apr 2020

  Corporate Office, Roswell, GA •Efficiently and effectively identified and solved all problems that impacted direction of business. •Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision. •Oversaw and improved deliveries through proactive coordination of daily operations. •Strategically coordinated operations according to objectives and capabilities, effectively allocating… Show more •Efficiently and effectively identified and solved all problems that impacted direction of business. •Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision. •Oversaw and improved deliveries through proactive coordination of daily operations. •Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands •Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record

• Call Center Manager

  • Apr 2019 - Sep 2019

  Corporate Office, Roswell, GA Promoted to new position in April, 2019 •Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques. •Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement. •Prepared reports to assist business leaders with key decision making and strategic operational planning. •Developed quality employees within call center to take over… Show more Promoted to new position in April, 2019 •Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques. •Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement. •Prepared reports to assist business leaders with key decision making and strategic operational planning. •Developed quality employees within call center to take over leadership positions. •Managed personnel, including scheduling for agents and product specialists to foster increased productivity. •Assessed personnel performance and implemented incentives and team-building events to boost morale. •Established and updated work schedules to account for changing staff levels and expected workloads. •Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies. •Interpreted management directives to define and document administrative staff processes.

• On Call Manager/QAPI Nurse

  • Oct 2014 - Apr 2019

  Cartersville, GA •Maintained exceptional customer service standards throughout every shift. •Provided constructive feedback to workers, which improved morale and boosted efficiency. •Supported nursing team in exceeding patient care goals and fostering continuous improvement. •Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency. •Performed triage on all incoming patients and determined severity of injuries and… Show more •Maintained exceptional customer service standards throughout every shift. •Provided constructive feedback to workers, which improved morale and boosted efficiency. •Supported nursing team in exceeding patient care goals and fostering continuous improvement. •Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency. •Performed triage on all incoming patients and determined severity of injuries and illnesses. •Evaluated patient histories, complaints and current symptoms. •Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches. •Demonstrated ability to advocate for and strive to protect health, safety, and rights of patient. •Explained course of care and medications, including side effects to patients and caregivers in easy-to-understand terms. •Educated family members and caregivers on patient care instructions



Flexible Pharmacy Services, PLLC

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Nurse Consultant

  • Jan 2018 - Apr 2020

  •Sustained quality standards by performing routine medication audits and upholding internal and industry best practices. •Participated in education activities, nursing competency development and nursing simulation activities. •Completed medication administration observations with nursing staff in long-term care facilities for survey readiness •Completed medication administration records reconciliation to ensure orders matched medication directions •PRN Basis Only



Douglasville Nursing and Rehabilitation Center, LLC

• Nursing Supervisor

  • May 2012 - Jun 2014

  Douglasville, GA •Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals, including physicians, case managers and social workers. •Trained new nurses in proper techniques, care standards, operational procedures and safety protocols to optimize performance and safety. •Interviewed, hired, instructed and mentored employees and promoted high level of care quality to patients. •Administered medications via oral, IV and… Show more •Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals, including physicians, case managers and social workers. •Trained new nurses in proper techniques, care standards, operational procedures and safety protocols to optimize performance and safety. •Interviewed, hired, instructed and mentored employees and promoted high level of care quality to patients. •Administered medications via oral, IV and intramuscular injections, and monitored responses. •Delegated tasks and provided leadership for 12 charge nurses and support personnel. •Investigated and reported all incidents per hospital policies. •Provided direct nursing care to patients when personnel were short-staffed. •Organized department in accordance with administrative guidelines in order to provide specified nursing services to meet legal, organizational and medical staff guidelines. •Followed all HIPAA rules and regulations regarding patient confidentiality. •Supervised staff of 2 registered nurses, 10 licensed practical nurses and 25 certified nursing assistants. •Provided emergency response during shifts and when on-call. Show less



Prison Health Services

• Health Services Administrator

  • Feb 2010 - May 2011

  Canton, GA •Managed a $2.5 Million contact •Assisted with regulatory issues such as compliance. •Created and implemented organizational policies and procedures. •Oversaw fiscal operations, including accounting, budgeting, authorizing expenditures and financial reporting. •Managed team schedule and workflow between jobs. •Recruited, oriented and trained healthcare staff members. •Tracked and evaluated statistical data on healthcare activities to make effective program… Show more •Managed a $2.5 Million contact •Assisted with regulatory issues such as compliance. •Created and implemented organizational policies and procedures. •Oversaw fiscal operations, including accounting, budgeting, authorizing expenditures and financial reporting. •Managed team schedule and workflow between jobs. •Recruited, oriented and trained healthcare staff members. •Tracked and evaluated statistical data on healthcare activities to make effective program decisions. •Monitored status of individuals with chronic health concerns. •Analyzed current programs to determine effectiveness. •Maintained credentialing and immunization logs for employees and providers. •Direct day-to-day administrative and operational functions for 600-bed Adult Detention Center with a 50-bed Infirmary, providing guidance and leadership to over 30 employees across more than 3 departments. Show less



Nightingale Hospice

• Administrator

  • Feb 2009 - Jan 2010

  Stateboro, GA •Oversight of the day to day operations of a Home Hospice Agency covering 20 Georgia counties. •Monitored and notified senior management on expenditures and plans concerning budget and fiscal matters. •Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability. •Implemented successful healthcare program through professionalism, quality of care… Show more •Oversight of the day to day operations of a Home Hospice Agency covering 20 Georgia counties. •Monitored and notified senior management on expenditures and plans concerning budget and fiscal matters. •Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability. •Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction. •Recruited, hired and coached employees to offer high-quality, cost-effective care to all patients •Hired a new Public Relations Director to aide in growing the census and hired a new Patient Care Coordinator (RN) to lead the clinical Team Show less



Hospice Advantage Now Part of Compassus

• Hospitals and Health Care
• 200 - 300 Employee

• Administrator

  • Apr 2008 - Jan 2009

  Norcross, GA •Oversight of the day-to-day operations for a Home Hospice Agency covering eleven counties •Operational responsibility for all financial management of agency and was able to turn a profit within a month of taking over the office. I continued to show a constant increase in revenue for each month thereafter and was able to reach a record high of revenue in the history of the office. This was obtained by the implementation of processes to get the agency back into budgetary compliance and under… Show more •Oversight of the day-to-day operations for a Home Hospice Agency covering eleven counties •Operational responsibility for all financial management of agency and was able to turn a profit within a month of taking over the office. I continued to show a constant increase in revenue for each month thereafter and was able to reach a record high of revenue in the history of the office. This was obtained by the implementation of processes to get the agency back into budgetary compliance and under company set benchmarks. •Upon taking over the office, the census was twenty-four by the start of January 2009; I was able to get the agency to budgeted census of thirty-six. In a nine-month time frame we had over eighty-eight admissions with eighty-four deaths in order to reach our census goal. •Focused on Team Building and Staff Retention by the implementation of a Employee Retention Committee Show less