Aerica Crowe
Sacramento,CA
Summary
Compassionate LVN with proven ability to complete tasks efficiently and productively. Skilled in patient care, wound dressing, and medication administration. Excel at communication, empathy, and time management, ensuring high-quality care and support for patients in fast-paced environments.
Persuasive communicator focused on tapping into customer loyalty and bringing delinquent accounts current. Savvy to typical customer responses and prepared to use scripts and personal expertise to overcome objections. Confident and collected in challenging situations.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
28
28
years of professional experience
Work History
LVN
Kaiser Permanente
Sacramento, CA
05.2015 - Current
- Responded quickly to life threatening situations using appropriate interventions based on established protocols.
- Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
- Facilitated communication between patients, family members, and healthcare professionals.
- Measured and recorded patient height, weight and other vital signs.
- Communicated with patients with compassion while keeping medical information private.
- Educated clients, patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
- Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
- Prevented drug interactions and contributed to correct diagnosis by recording patient health information, monitoring vitals and updating patient files.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Administered prescribed medications or started intravenous fluids, noting times and amounts on patients' charts.
- Ensured compliance with all state laws governing nursing practice standards.
- Interviewed patients to obtain medical history.
- Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
- Addressed patient care needs, collected vitals, dressed wounds and managed catheters.
- Identified potential problems that could impact the quality of care delivered to patients including issues related to staffing or equipment shortages and deficiencies.
- Collaborated with other healthcare providers including physicians, nurses and specialists in order to coordinate optimal patient care plans.
- Administered medications and therapies in accordance with physicians orders.
- Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
LVN
Vibra Healthcare Hospital
Folsom, CA
09.2011 - 05.2015
- Responded quickly to life threatening situations using appropriate interventions based on established protocols.
- Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
- Provided pre- and post-operative nursing care.
- Facilitated communication between patients, family members, and healthcare professionals.
- Communicated with patients with compassion while keeping medical information private.
- Educated clients, patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
- Prevented drug interactions and contributed to correct diagnosis by recording patient health information, monitoring vitals and updating patient files.
- Counseled clients, patients and families and provided emotional and psychosocial support.
- Collected biological samples for routine laboratory testing to assist diagnostic processes.
- Administered prescribed medications or started intravenous fluids, noting times and amounts on patients' charts.
- Answered patients' calls to determine how to assist.
- Ensured compliance with all state laws governing nursing practice standards.
- Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
- Addressed patient care needs, collected vitals, dressed wounds and managed catheters.
- Communicated effectively with patients and loved ones to explain diagnoses, treatment options and procedures.
- Participated in interdisciplinary team meetings to discuss patient care.
- Prepared patients for examinations, tests or treatments and explained procedures.
- Collaborated with other healthcare providers including physicians, nurses and specialists in order to coordinate optimal patient care plans.
- Conducted physical assessments of patients on a regular basis.
- Administered medications and therapies in accordance with physicians orders.
- Administered intravenous fluids or medications when necessary under the direction of a physician or registered nurse.
- Used sterile techniques to prepare patients for procedures.
- Actively participated in continuing education activities in order to stay abreast of latest developments in nursing practices, procedures, techniques .
LVN Charge Nurse
Plum Healthcare Group
Auburn, CA
12.2009 - 09.2011
- Conducted rounds to evaluate the quality of nursing care being provided.
- Assisted in training new staff members on nursing procedures and protocols.
- Responded promptly to emergency situations such as cardiac arrests or life-threatening events.
- Provided emotional support for patients and families during difficult times.
- Administered medications and therapies in accordance with physicians orders.
- Administered prescribed medications and started intravenous fluids to address patient symptoms and underlying etiologies.
- Provided emotional support to patients and their families during difficult times.
- Assigned tasks appropriately based on each staff member's abilities.
- Communicated effectively with patients and loved ones to explain diagnoses, treatment options and procedures.
- Observed strict confidentiality and safeguarded all patient-related information.
- Provided direct patient care, including administering medications and treatments as prescribed by physicians.
- Evaluated effectiveness of interventions used in order to modify treatment plans accordingly.
- Collected biological samples for routine laboratory testing to assist diagnostic processes.
- Performed patient assessments, developed individualized care plans, and monitored progress.
- Took temperatures or blood pressures, dressed wounds and provided other basic patient care or treatments.
- Adhered to infection control standards while handling specimens or performing any clinical duties.
Call Center Team Leader
States Recovery Systems
Rancho Cordova, CA
08.1997 - 07.2006
- Resolved escalated customer issues in a timely manner, utilizing problem solving skills to provide solutions that satisfied customers' needs.
- Observed individual calls and provided relevant suggestions and feedback to promote success.
- Delivered constructive call process feedback.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Used reference files to answer simple questions about client business.
- Ensured compliance with all applicable laws, regulations, policies, and procedures governing call center operations.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Participated in various projects related to call center operations improvement initiatives.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Updated customer accounts, addresses and contact information within call management databases.
- Ensured compliance with company policies and regulatory requirements within the call center.
- Shared or forwarded messages and information to designated personnel.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Maintained records of all calls received, including detailed notes regarding customer inquiries and complaints.
- Managed escalated customer complaints, ensuring timely and effective resolution.
Education
LVN -IVC - Vocational Nursing
Western Career College
Sacramento, CA03-2009
None - Pre Nursing
Cosumnes River College
Sacramento, CA04-1996
High School Diploma -
Luther Burbank High School
Sacramento, CA06-1992
Skills
- Patient assessment
- Medication administration
- Wound management
- Vital signs monitoring
- Patient education
- Electronic charting
Timeline
LVN
Kaiser Permanente
05.2015 - Current
LVN
Vibra Healthcare Hospital
09.2011 - 05.2015
LVN Charge Nurse
Plum Healthcare Group
12.2009 - 09.2011
Call Center Team Leader
States Recovery Systems
08.1997 - 07.2006
LVN -IVC - Vocational Nursing
Western Career College
None - Pre Nursing
Cosumnes River College
High School Diploma -
Luther Burbank High School
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