Amanda McHugh

**Worked 2 short term contracts:

Dec 2022 - Feb 2023 - Advocate Christ Hospital. Oak Park, IL

Sep 2023 - Nov 2023 - John H Stroger Hospital, Chicago, IL

• Delivered outstanding care to patients with various diagnoses and managed care from treatment initiation through to completion.
• Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
• Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.

• Identified care needs of individual patients in the Trauma ICU and coordinated responses based on physician advice, insurance limitations, and procedural costs.
• Liaised with social worker to expedite financial assistance not covered by insurance and assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
• Developed and implemented comprehensive case management plans to address client needs and thorough discharge plans to transition clients to appropriate service providers in community.

• Worked as a staff nurse, charge nurse and new graduate preceptor on a 34 bed med-surg/intermediate care unit specializing in liver disease and liver transplant patients
• Established or assisted in determining priorities, made daily assignments, assigned tasks, and educated patients and families regarding procedures to be followed
• Responsible for prescribing, delegating and coordinating the nursing care for assigned patients throughout the scheduled shift according to the plan of care and in collaboration with other members of the health care team (physicians, pharmacists, dieticians, physical therapists, occupational therapists, case managers, etc.)
• Documented admission and shift assessments, plan of care, interventions and educational needs of each patient, as well as, documented the patient/family response to interventions
• Educated patients and their families on disease processes, medical-surgical procedures and other aspects of therapeutic regimens, including medication and pain management techniques.

• Responsible for collecting data such as vital signs, inputs & outputs, and blood glucose readings
• Assisted patients with activities of daily living and ambulation including bathing, oral care, skin care and nutritional needs
• Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.

• Ensured excellent customer service by promptly greeting and answering patient questions and concerns in a positive manner while updating their information within the EPIC system.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.

• Ensured excellent customer service by promptly greeting all Emergency Department patients and families while answering patient questions and concerns in a positive manner.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.

• Learned and maintained in-depth understanding of insurance policies provided by BlueCross BlueShield in five states to offer knowledgeable and educated responses to diverse customer questions.
• Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Fulfilled and exceeded all production and quality goals, while regularly providing support as a subject matter expert for other departments within the company, including underwriting, accounting, and administrative services.

• Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Processed customer transactions promptly, minimizing wait times.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.

• Developed loyal and highly satisfied customer base at the Tivoli Theater through proactive management of team customer service strategies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.