Amy Weller
La Porte,IN
Summary
Accomplished Clinical Service Manager with a proven track record at enhancing patient care through clinical quality improvement and effective team management. Proficient in conducting data analysis review to close gaps and improve outcomes. Excellent supervisory skills and performance working under pressure. I've driven performance improvements and operational excellence. My leadership is marked by a commitment to continuous learning, issues resolution and staff guidance, ensuring high-quality, patient-centered care.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Clinical Service Manager
Landmark Health
05.2024 - Current
- Managed daily operations of 10 Nurse Practitioner's, in Indiana and Illinois, who provided acute and longitudinal care to those patients residing in the community.
- Monitored performance metrics, identifying areas for improvement and implementing targeted interventions.
- Participated in investigation and resolution of quality of care and quality of service issues.
- Collaborated with market leadership team on strategies, planning and execution of plans to achieve clinical and operational goals.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Delegated tasks to staff members, monitored completion of all duties and provided support to enhance performance.
- Promoted a culture of continuous learning through the provision of educational resources and ongoing feedback for staff members.
Clinical Service Manager
Optum, UnitedHealth Group
02.2021 - 05.2024
- Managed a multidisciplinary team that consisted of 12-14 Nurse Practitioners, 1-2 registered nurses and 2 administrative coordinators to ensure the delivery of high-quality, patient centered care to long term care residents.
- Implemented the clinical model of care with a focus on quality improvement and reducing utilization.
- Advised on budget development, performance and financial management.
- Monitored performance metrics, identifying areas for improvement and implementing targeted interventions.
- Improved patient satisfaction by streamlining clinical operations and enhancing effective communication.
- Collaborated with other healthcare professionals to develop comprehensive care plans for patients with complex needs.
- Oversaw timely documentation of patient care activities, maintaining accurate records in accordance with legal guidelines and best practices.
- Participated in the recruitment, hiring, and onboarding of new team members, ensuring a seamless transition into their clinical roles.
- Mentored and Coached Clinical Service Managers in Illinois.
- Promoted high morale and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices and facilitation of positive work environment.
- Promoted a culture of continuous learning through the provision of educational resources and ongoing feedback for staff members.
Clinical Team Lead
Optum, UnitedHealth Group
08.2019 - 02.2021
- Supervised a team of 6 nurse practitioners and 1 registered nurse in Northwest Indiana.
- Fostered staff development and competency through supervision, coaching, trainings and team meetings.
- Coordinated departmental operations according to administrative, legal and medical guidelines.
- Evaluated clinical staff's performance and developed education programs and professional development opportunities to improve individual and team competencies, clinical knowledge and delivery of care.
- Administered performance evaluations and probationary reviews.
- Completed clinical risk assessments to determine potential new partnerships with long term care corporations.
Family Nurse Practitioner
Optum, UnitedHealth Group
03.2017 - 08.2019
- Delivered high-quality patient care by conducting thorough assessments, developing treatment plans, and providing ongoing therapeutic support for acute and chronic conditions
- Improved patient outcomes by implementing evidence-based clinical practices and interventions to reduce unnecessary hospitalizations.
- Increased patient satisfaction scores through empathetic listening, clear communication, and timely resolution of concerns.
- Advocated for patients within healthcare system to ensure access to appropriate resources and services when needed.
- Provided patients with detailed information about symptoms, causes and treatment expectations.
- Developed educational materials for patients and families about various health conditions, treatment options, and coping strategies.
- Provided discussion and education regarding advanced care planning and disease trajectories to patients and families, including Hospice recommendations.
- Served as mentor to new clinicians, providing guidance on techniques, documentation standards, and ethical considerations in practice.
Family Nurse Practitioner
CVS Minute Clinic
12.2014 - 03.2017
- Educated and guided patients on disease prevention and healthy lifestyle habits utilizing evidence based practice guidelines.
- Provided comprehensive focused physical examinations such as adolescent and adult physicals and DOT physicals.
- Prescribed appropriate pharmacologic and non-pharmacologic treatment modalities to support health and comfort of patients.
- Performed minor surgical procedures, handling suture removal, ear irrigation and wound care.
- Administered immunizations and performed other preventive health screening measures.
- Facilitated patient referrals to specialists and other healthcare providers when needed.
- Provided Customer Service throughout entire patient encounter by assisting with check in procedures, insurance and billing questions as well education resources on disease prevention and maintenance.
- Completed Administration duties at clinic including: ordering supplies, cleaning, clinical logs, and organizing clinic in order to keep up with JCAHO requirements
- Precepted Nurse Practitioner Students as well as newly hired Nurse Practitioners.
- Graduate Student Coordinator for Northwest Indiana District.
Staff Nurse
University of Chicago Hospital
09.2009 - 11.2014
- Provided exceptional care to high-acute patients needing complex care in an Pediatric ICU setting such as ventilator management, cardiac monitoring, IV infusions, surgical procedures at the bedside, extensive wound care and rehabilitation.
- Provided skilled, timely and level-headed emergency response to critically-ill pediatric patients ages ranging from newborn to 25 years old
- Assessed physical, psychological, physiologic, and cognitive status of patients.
- Collaborated with physicians, pharmacists and therapists to deliver quality, evidence-based care.
- Developed and implemented individualized patient care plans for optimal outcomes.
- Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
- Precepted student nurses and oriented new hires, providing guidance and mentorship when teaching on hospital policies, emergency procedures, and nursing best practices.
- Fulfilled role of charge nurse to a 30 bed unit.
Education
Master of Science - Nursing
Purdue University Calumet
Hammond, IN08.2013
Bachelor of Science - Nursing
Saint Joseph College of Indiana
Rensselaer, IN07.2007
Bachelor of Arts - Psychology And Law & Society
Purdue University
West Lafayette, IN05.2003
Skills
- Clinical Leadership
- Team Management
- Staff Development
- Administrative Oversight
- Operations Oversight
- Utilization review
- Clinical Quality Improvement
- Patient relationship management
- Recruitment and retention
- Exemplary communication skills
- Proficient in Microsoft Excel, Teams and Outlook
Affiliations
- American Nurses Credentialing Center American Association of Nurse Practitioners Gerontological Advanced Practice Nurses Association Sigma Theta Tau Honor Society
Certification
- Family Nurse Practitioner, ANCC
- Basic Life Support Certification
Timeline
Clinical Service Manager
Landmark Health
05.2024 - Current
Clinical Service Manager
Optum, UnitedHealth Group
02.2021 - 05.2024
Clinical Team Lead
Optum, UnitedHealth Group
08.2019 - 02.2021
Family Nurse Practitioner
Optum, UnitedHealth Group
03.2017 - 08.2019
Family Nurse Practitioner
CVS Minute Clinic
12.2014 - 03.2017
Staff Nurse
University of Chicago Hospital
09.2009 - 11.2014
Master of Science - Nursing
Purdue University Calumet
Bachelor of Science - Nursing
Saint Joseph College of Indiana
Bachelor of Arts - Psychology And Law & Society
Purdue University
- Family Nurse Practitioner, ANCC
- Basic Life Support Certification
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