Contributed to achievement of accreditation by the American Nurses Credentialing Center (ANCC) Commission on Accreditation resulting in ability to leverage external training to complement programs and services. Adapted customer service and diversity awareness presentations to engage remote audiences and meet requirements for contact hour programs, delivered live online training to all employees, received high marks on post-training surveys.Managed quality team, implemented… Show more Contributed to achievement of accreditation by the American Nurses Credentialing Center (ANCC) Commission on Accreditation resulting in ability to leverage external training to complement programs and services. Adapted customer service and diversity awareness presentations to engage remote audiences and meet requirements for contact hour programs, delivered live online training to all employees, received high marks on post-training surveys.Managed quality team, implemented process for consistent call evaluation, moderated calibration sessions, and intervened as needed to achieve 94% inter-rater reliability. Created new call listening tool to address concerning trends, tracked progress, developed targeted education, and updated guidelines to address learning needs and barriers resulting in 28% overall performance improvement within 3 months. Developed client-specific training based on new processes for unique add-on service within tight timeline and delivered training on-time resulting in successful program launch. Show less

Conducted new hire orientation and ongoing training sessions promoting professional growth and development of licensed employees (RN, LVN, RT, RD, RPh). Performed quality monitoring and provided feedback to achieve quality, effectiveness, and efficiency benchmarks as per contractual agreements with clients. Delivered off-site patient engagement presentations to casemanagers, utilization review nurses, and physicians of Scott and White Health Plan, resulting in strengthened… Show more Conducted new hire orientation and ongoing training sessions promoting professional growth and development of licensed employees (RN, LVN, RT, RD, RPh). Performed quality monitoring and provided feedback to achieve quality, effectiveness, and efficiency benchmarks as per contractual agreements with clients. Delivered off-site patient engagement presentations to casemanagers, utilization review nurses, and physicians of Scott and White Health Plan, resulting in strengthened key client relationship. Revised coaching policies and procedures on ongoing basis maintaining consistency with evolving company initiatives. Show less

Delivered advanced practice Shared Decision Making contact hour program requiring instructor-led training, competency exam, and skill demonstration with 95% success rate. Assisted with conversion of Shared Decision Making contact hour program to modular, self-paced, web-based format resulting in additional just-in-time learning opportunity for healthcare professionals. Contributed to large scale randomized control trial involving population of Medicare beneficiaries recently… Show more Delivered advanced practice Shared Decision Making contact hour program requiring instructor-led training, competency exam, and skill demonstration with 95% success rate. Assisted with conversion of Shared Decision Making contact hour program to modular, self-paced, web-based format resulting in additional just-in-time learning opportunity for healthcare professionals. Contributed to large scale randomized control trial involving population of Medicare beneficiaries recently discharged from hospital, developed and delivered training related to Eric Coleman's Care Transitions™ model, and compiled data resulting in published results demonstrating value of transition coaching. Transitioned all employees to new electronic health record system, provided training and ongoing support, resulting in successful implementation of proprietary data-base program.Facilitated training for Medical Director and Site Director from Spain and fostered understanding of company culture resulting in successful launch of Health Dialog España. Show less

Provided care coordination including support for navigating healthcare system, meaningful provider conversations, values-based decisions, and effective care for chronic conditions. Utilized advanced communication strategies and leveraged client programs to address barriers and motivate behavior change.Assisted educator with back-to-back orientations and coordinated mentor efforts for newly hired or low performing employees to meet company demands during rapid growth… Show more Provided care coordination including support for navigating healthcare system, meaningful provider conversations, values-based decisions, and effective care for chronic conditions. Utilized advanced communication strategies and leveraged client programs to address barriers and motivate behavior change.Assisted educator with back-to-back orientations and coordinated mentor efforts for newly hired or low performing employees to meet company demands during rapid growth. Performed as lead member of Shared Decision Making Certification Team, proctored certification exam, arranged simulated calls, and evaluated quality of decision support. Selected to participate in numerous current and prospective client visits, shared coaching successes and demonstrated tools, resulting in new or strengthened client relationships. Show less

Supervised team of 7 medical assistants and 4 registered nurses and managed schedules and patient loads for 6 pediatricians and 2 nurse practitioners in large pediatric practice. Provided telephone triage and managed high volume of inbound, follow up, and post-hospital calls, completing all calls same day.Administered required employee safety training and ensured compliance with all Occupational Safety and Health Administration (OSHA) standards.Inventoried and purchased… Show more Supervised team of 7 medical assistants and 4 registered nurses and managed schedules and patient loads for 6 pediatricians and 2 nurse practitioners in large pediatric practice. Provided telephone triage and managed high volume of inbound, follow up, and post-hospital calls, completing all calls same day.Administered required employee safety training and ensured compliance with all Occupational Safety and Health Administration (OSHA) standards.Inventoried and purchased vaccines in quantity to meet demand, avoid waste, and stay under-budget. Ensured proper storage and handling of vaccines valued over $200,000. Show less