Bonnie Brown
Kansas City,MO
Summary
Experienced Registered Nurse, compact licensed, with strong clinical and people skills. Registered Nurse with 10+ years experience in clinical, telephonic, and virtual settings providing nursing care to diverse populations. Ability to work in a fast-paced environment with multiple software environments. Implemented program launch and training systems as a contact center supervisor. Worked closely with the Client account manager and quality team to ensure call center KPIs are met. Learned feedback and coaching skills to motivate staff for better outcomes. Extensive training with motivational interview techniques, call mirroring, and verbal de-escalation proficiency. Driven to make fair and equitable decisions that support patient and department needs. Skilled nursing professional with expertise in contact center supervision, patient relations, and staff training.
Overview
13
13
years of professional experience
Work History
Clinical Contact Center Supervisor
Inizio Engage
2022.09 - Current
- Directed, guided, coached and mentored team of 11 agents and surpassed individual and corporate goals.
- Demonstrated professional and polished demeanor with positive, upbeat, and friendly personality and supported calling work during times of peak contact volume.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Developed and implemented productivity initiatives, in addition to coordinating itineraries and scheduling appointments.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals
- Resolved escalated customer issues promptly and professionally to maintain satisfaction
- Determined quality assurance benchmarks and set standards for improvement
Nurse Team Lead
Ashfield Healthcare/Inizio Engage
2021.03 - 2022.09
- Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
- Mentored and guided employees to foster proper completion of assigned duties.
- Participated in cross-functional team-building activities.
- Modeled exceptional customer service and mentored associates
- Implemented new working processes to deliver multiple improvements.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Led team of 25 members while providing exceptional customer service.
Nurse Clinician
United BioSource Corporation
2015.06 - 2021.03
- Self-directed with astute judgment skills. High level of personal accountability.
- Managed over 75 outbound customer calls per day and 10+ inbound calls per day.
- Effective counseling in health maintenance and disease management.
- Explained course of care and medication, including side effects to patients and caregivers in easy-to-understand terms and motivational interview techniques. Extensive verbal de-escalation skill development.
- Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
- Helped establish virtual nurse program and trouble shoot pro's and cons for patient interaction.
- Extensive knowledge on adverse event reporting and product compliant compliance with clients.
Registered Nurse
Truman Medical Center Hospital Hill
2011.01 - 2015.05
- Assessed need for, ordered, obtained and interpreted appropriate lab tests.
- Chronic patient care in med-surg unit, adeptly handling all aspects of treatment from medication to wound care to monitoring for 4 - 7 patients per shift.
- Documented patient information obtained from interviews.
- Pharmacological and non-pharmacological management and treatment of various disorders and diseases.
- Effective counseling in health maintenance and disease management.
- Liaised between patients and physicians to ensure patient comprehension of treatment plans.
- Closely monitored acute conditions.
- Ensured HIPAA compliance.
- Developed patient care plans, including assessments, evaluations and nursing diagnoses.
- Delegated staff nurse duties.
- Followed infection control procedures.
- Charge nurse experience with delegation to team of RN's and support staff.
Education
Bachelor of Science - Nursing
Oakwood University
Huntsville, AL2010
Skills
- Strong clinical judgment
- Adept at prioritizing/managing deadlines
- High level of autonomy
- Creative problem resolution capability
- EMR / EHR using Microsoft Dynamics, Salesforce, Cerner, and Xsunt
- Patient education and counseling using motivational interview and de-escalation techniques
- Electronic Charting Expertise
- Process Improvements
- Quality control
- Employee Evaluation
- Performance improvement
- Resource Allocation
- Knowledge of supervisory concepts
- Supervisory expertise
Timeline
Clinical Contact Center Supervisor
Inizio Engage
2022.09 - Current
Nurse Team Lead
Ashfield Healthcare/Inizio Engage
2021.03 - 2022.09
Nurse Clinician
United BioSource Corporation
2015.06 - 2021.03
Registered Nurse
Truman Medical Center Hospital Hill
2011.01 - 2015.05
Bachelor of Science - Nursing
Oakwood University
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