Amy Veenstra
Troup
Summary
Accomplished Director of Nursing Support Services at Baylor Scott & White Health, skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Director Nursing Support Services
Baylor Scott & White Health
07.2023 - Current
- Direct operations of Baylor Scott & White Transfer Center
- Cultivate a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Standardized processes across the system with transfer expectations, definitions, and data.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative solutions such as Transfer Center orders to address provider concerns, resulting in increased productivity and streamlined operations.
Director Nursing Support Services
Baylor University Medical Center
12.2021 - 07.2023
- Directed Administrative Supervisors, Float Pool, and Room Control team
- Directed Baylor Scott & White North Texas Transfer Center
- Chest Pain Coordinator and led facility to a no findings Joint Commission Survey for Chest Pain Disease Specific Care Certification in October 2022
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
Nurse Manager
Baylor University Medical Center
05.2021 - 12.2021
- Managed Administrative Supervisors, Float Pool, Room Control and Baylor Scott & White North Texas Transfer Center
- Managed Rapid Response Team through October 2021
- Led staff meetings to keep team informed of departmental changes and provide opportunities for nurses to share ideas and concerns.
- Conducted performance evaluations and provided constructive feedback to support professional growth of nursing staff members.
- Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols.
- Managed budgets and controlled costs, achieving financial targets without compromising patient care quality.
- Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
- Participated in evidence-based practice project implementation, nursing competency development and nursing simulation activities.
- Sustained quality standards by performing routine medication audits and upholding internal and industry best practices.
- Investigated and resolved issues affecting hospital operations and patient care.
- Coordinated staffing resources during times of high patient acuity or census fluctuations to maintain optimal nurse-to-patient ratios.
- Developed comprehensive training programs for new hires, ensuring quality care and consistency in nursing practices.
- Streamlined nursing operations for increased efficiency by optimizing staff scheduling and resource allocation.
- Promoted professional development opportunities to encourage nurses to pursue continuous training.
- Investigated and independently resolved complaints from staff, physicians, and patients by leveraging clinical judgment and unit management expertise.
Administrative Supervisor
Baylor University Medical Center
04.2013 - 06.2021
- Supervised Float Pool and Room Control staff
- Managed Rapid Response Team
- Chest Pain Coordinator and facilitated Chest Pain Certification in April 2021
- Supervised Baylor Scott & White North Texas Transfer Center starting in October 2019
- Supervised and expanded Clinical Decision Unit December 2017 through April 2020
- Implemented and managed Admit Team February 2017 through March 2020
- Trained new employees on company policies, procedures, software applications.
- Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
- Provided support during periods of high workload by stepping in to assist with various administrative tasks as needed.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Registererd Nurse
Good Shephard Medical Center
02.2008 - 04.2014
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
- Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
Registered Nurse Clinical Supervisor
Baylor Univ. Medical Center
10.2003 - 04.2013
- Supervisor in Critical Care
- Opened and supervised Express Admit Unit 2004 through 2006
- Implemented and supervised the Rapid Response Team starting in April 2005
- Collaborated with interdisciplinary teams to develop comprehensive patient care plans, ensuring optimal outcomes for patients in various stages of illness or recovery.
- Mentored new hires during orientation programs, providing guidance on policies, procedures, and best practices within the nursing profession.
- Participated in performance improvement projects aimed at enhancing overall quality of care provided within the organization.
- Championed patient advocacy efforts by addressing concerns promptly and working closely with families to ensure their needs were met throughout the treatment process.
Registered Nurse
Baylor University Medical Center
04.1997 - 10.2003
- Staff nurse on telemetry unit and critical care unit
- Supervisor on telemetry unit
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Enhanced patient satisfaction by providing compassionate, holistic nursing care that addressed physical, emotional, and spiritual needs.
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
Registered Nurse
Royal Victoria Hospital
11.1994 - 03.1997
- Utilized critical thinking skills to prioritize nursing interventions based on patients'' acuity levels and individual needs.
- Conducted thorough patient assessments to identify changes in condition, promptly notifying physicians and initiating appropriate interventions when necessary.
- Administered medications safely according to established guidelines while closely monitoring for side effects or adverse reactions requiring intervention.
Education
Master of Science - Nursing Administration
University of Texas At Tyler
Tyler, TX05-2019
MBA - Business Administration
University of Texas At Tyler
Tyler, TX05-2019
Bachelor of Science - Nursing
University of Texas At Tyler
Tyler, TX05-2015
Diploma - Nursing
Georgian College
Barrie, Canada06-1994
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- Operations management
- Team management
- Creativity and innovation
- Strategies and goals
Certification
- Advanced Cardiac Life Support Certification (ACLS)
- Basic Life Support Certification (BLS)
- Critical Care Registered Nurse (CCRN) - American Association of Critical-Care Nurses (2001 to current)
- Nurse Executive Board Certified (NE-BC) - American Nursing Credentialing Center (2017 to current)
Awards
2022 - Dallas/Fort Worth (DFW) Great 100 Nurse
2022 - D Magazine Excellence in Nursing Award recipient
2014 - First place at Baylor Scott & White Health Bill Aston Quality Improvement Summit for “Improving Sepsis Three Hour Bundle Compliance in the Emergency Department to Reduce Mortality”. Team member
2012 - First place in Baylor University Medical Center’s Quality Fair for “Expediting Septic Patients”. Poster creator.
2008 - Bronze Telly Award for "Rapid Response Team: A Call Before the Crisis.” Executive Producers were Carl Couch, MD, Robert Baird, MD and Amy Veenstra, RN.
2007 - AACN Circle of Excellence Mentoring Award
2007 - 3 North/CICU received Runner Up for the Advance “Best Team Award”. Author of nomination letter and previous supervisor.
Presentations/Publications
2019 Veenstra, A., Prijic, O., & Turoff, A. Getting Ahead of Sepsis; Improving the Accuracy of Sepsis Screening. Poster Presentation, Ochsner’s 11th Annual EBP/Research Conference, New Orleans, September 2019.
2016 Veenstra, A. Using Lean Methodologies to Improve Sepsis Bundle Compliance. Poster Presentation, National Teaching Institute and Critical Care Exposition, New Orleans, May 2016.
2014 Veenstra, A., Untalan, E. Implications and Interventions related to Obstructive Sleep Apnea, Publication in Critical Care Clinics of North America at theclinics.com. Primary author, December 2014
2014 Beseda, R., Smith, S., Veenstra, A. Therapeutic Hypothermia after Cardiac Arrest and the return of Spontaneous Circulation: It’s Complicated, Publication in Critical Care Clinics of North America at theclinics.com. Primary author, December 2014
2014 Veenstra, A. 3 and 6 hour Bundle Care for Code Sepsis Patients, Poster Presentation, Research Poster Parade, Baylor University Medical Center, Dallas, July 2014.
2012 Veenstra, A. Expediting Septic Patients. Poster Presentation, Quality Fair, Baylor University Medical Center, Dallas, October 2012.
2012 Veenstra, A. ED Code Sepsis: An Evolving Journey. Oral presentation. Interdisciplinary Quality Improvement Committee. Baylor University Medical Center, Dallas, April 2012
2011 Veenstra, A. RRT Rounding: Using Rapid Response Teams Proactively. Poster presentation, National Teaching Institute and Critical Care Exposition, Chicago, May 2011
Timeline
Director Nursing Support Services
Baylor Scott & White Health
07.2023 - Current
Director Nursing Support Services
Baylor University Medical Center
12.2021 - 07.2023
Nurse Manager
Baylor University Medical Center
05.2021 - 12.2021
Administrative Supervisor
Baylor University Medical Center
04.2013 - 06.2021
Registererd Nurse
Good Shephard Medical Center
02.2008 - 04.2014
Registered Nurse Clinical Supervisor
Baylor Univ. Medical Center
10.2003 - 04.2013
Registered Nurse
Baylor University Medical Center
04.1997 - 10.2003
Registered Nurse
Royal Victoria Hospital
11.1994 - 03.1997
- Advanced Cardiac Life Support Certification (ACLS)
- Basic Life Support Certification (BLS)
- Critical Care Registered Nurse (CCRN) - American Association of Critical-Care Nurses (2001 to current)
- Nurse Executive Board Certified (NE-BC) - American Nursing Credentialing Center (2017 to current)
Master of Science - Nursing Administration
University of Texas At Tyler
MBA - Business Administration
University of Texas At Tyler
Bachelor of Science - Nursing
University of Texas At Tyler
Diploma - Nursing
Georgian College
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