Brenda Kuechle
Health Program Administration
Richmond,MN
Summary
Dynamic health program representative with extensive experience at the Minnesota Department of Health, excelling in regulatory compliance and public health analysis. Proven ability to enhance customer service and streamline data entry processes, while effectively communicating with diverse stakeholders. Recognized for strong time management and motivational interviewing skills, ensuring high-quality support for vulnerable populations.
Overview
27
27
years of professional experience
27
27
years of post-secondary education
Work History
Health Program Representative- Nurse Aide Registry Credentialer
Minnesota Department of Health
Saint Paul, MN
04.2023 - Current
- Provide direction, expert consultation, and training to individuals applying to transfer their nurse aide certificate to Minnesota, update, and renew their nurse aide certification if they are already on the Minnesota nurse aide registry.
- Ensure licensing and certification activities are conducted in compliance with state and federal standards, rules, and regulations, so that the health, safety, and rights of vulnerable Minnesotans served in healthcare facilities are protected.
- Communicate with a diverse population, including individuals, providers, and stakeholders, professionally and effectively via email, phone, and through the Minnesota nurse aide registry online system.
- Complete data entry and scanning of program documents into the electronic system to ensure accurate and complete reporting.
- Track, research, compile, and analyze public health trends, individual applications, facility staff reports, and track health-related data to ensure high-quality public service.
- Under limited supervision, provide complex, confidential, and highly independent administrative support duties to the Health Regulation Division, as assigned.
Office and Administrative Specialist Senior
Minnesota Department of Health
St. Cloud, MN
07.2022 - 09.2023
- Provide administrative support to the Health Regulation Division, ensuring a seamless transition from emergency response operations back to normal business functions.
- Assist the Nurse Aide Registry section with document processing, data entry, and electronic system management.
- Communicate effectively with internal teams, external customers, stakeholders, and vendors to provide accurate information and timely assistance.
- Perform data entry and scanning of program documents into the state electronic system and nurse aide test system.
- Review and manage incoming emails, directing them to appropriate contacts, and ensuring proper content updates.
- Prepare meeting agendas, take minutes, and track action items for division meetings.
- Assist in developing and revising policies and procedures for the Nurse Aide Registry team, in collaboration with leadership.
- Support the implementation and expansion of the Nurse Aide In-Facility Training and Testing program across Minnesota.
Customer Service Representative- Intermediate
Minnesota Department Of Human Services
St. Paul, MN
02.2022 - 07.2022
- Managed a high volume of incoming and outgoing calls, assisting legal guardians and parents with P-EBT benefits inquiries.
- Escalated complex cases to supervisory staff, ensuring customer concerns were addressed promptly and accurately.
- Collaborated with the Minnesota Department of Education and school districts to maintain clear communication, and facilitate timely benefit distribution.
- Handled a high number of online help request tickets using a CRM system, maintaining professionalism and confidentiality.
- Trained and onboarded new staff, providing guidance on customer service best practices, and agency policies.
- Conducted follow-up calls to ensure beneficiaries received their funds, updating records as necessary.
- Assisted supervisors with administrative tasks and additional projects, demonstrating strong problem-solving skills, and adaptability.
- Worked effectively in a remote environment, fostering inclusivity, and teamwork among colleagues.
COVID-19 CASE INVESTIGATOR/COVID-19 Contact Tracer
Rose International/Minnesota Department of Health
St. Paul, MN
10.2020 - 09.2021
- Coordinate with state and local public health to support the isolation and quarantine of individuals as a part of the COVID-19 pandemic response.
- Investigate and interview persons using a universal interview technique and format, productive questioning (open and closed-ended questions relevant to the individual case and nature of the call), active listening skills, and the use of silence to gain more insight into answers or individuals.
- Employ dynamic communication and interpersonal skills while communicating with documented COVID-19 individuals, aka 'cases,' and other exposed persons, aka 'close contacts,' via phone call, text, e-mail, and other platforms.
- Follow the policy and procedure of both the MDH COVID-19 Project and Rose International.
- (temp
- Agency supplementing MDH COVID-19 response when needed on short-term assignments.
- Practice cultural competency, sensitivity, tactful language, professionalism, and empathetic interviewing skills to build rapport and maintain trust.
- Respect case and close contacts' privacy, and maintain confidentiality through the use of safe data practices while working from home in a private space.
- Obtain detailed identifying information of close contacts, whether they are household, social, or work-related, and document answers and any relevant notes, with attention to detail and clarity.
- Provide educational and informational resources regarding isolation policies, quarantine measures, and employment protections for those following health department recommendations, among other guidance, education, and individualized support.
- Actively utilize Microsoft Office (specifically Outlook, SharePoint, Teams, Excel, and Word, and PowerPoint less often, but regularly), Amazon Connect, Soft Phone, Optum, IEX, MN Department of Health databases, MEDSS (Minnesota Electronic Disease Surveillance System), Homebase, Q compass, and Slack platforms throughout every shift.
Lead Certified Nursing Assistant
St. John's Abbey Retirement Center
Collegeville, MN
06.2019 - 11.2020
- Provided individualized care to Benedictine monks, focusing on privacy and the solitude of monastic life.
- Assisted with activities of daily living (ADLs), including dressing, bathing, feeding, ambulation, and therapeutic recreation, to support interpersonal and physical health.
- Monitored patient vitals, such as temperature, blood pressure, and blood sugar levels, to ensure well-being.
- Collaborated with off-site hospice services to care for monks during the death and dying process, with compassion and respect.
- Assisted monks with their religious vocation and Catholic faith by transporting them to Mass, prayer meetings, retreats, and helping them practice their faith when mobility was a challenge.
- Monitored and communicated important patient information to healthcare staff, ensuring optimal treatment planning and care delivery.
Server Trainer
Grizzly’s Wood Fired Grill
Waite Park, MN
08.2016 - 09.2018
- Provide professional and upbeat customer service to patrons in various areas of the restaurant and lounge area.
- Maintain efficient communication with customers throughout their dining experience, as well as with coworkers and management during shifts, to minimize waste, payroll expenses, and food and drink costs.
- Train new serving staff, relay achievements and concerns to management, and serve as a key link between management and front-of-house staff, ensuring recognition and additional training as needed.
- Foster a “team mentality” by collaborating with front-of-house, back-of-house, and management staff, utilizing effective communication skills, and building positive rapport.
- Responsible for opening and closing the restaurant, ensuring that smooth operations and high standards are maintained.
- Promoted to serve elite customers and large groups, demonstrating patience, attention to detail, flexibility, and effective communication between customers, management, and coworkers.
General Manager
The Great Blue Heron Supperclub
Cold Spring, MN
01.2013 - 02.2018
- Review upcoming shifts, delegating sections, parties, events, and reservations to specific servers and support staff, ensuring smooth operations, and effective team coordination.
- Collaborate with the kitchen manager to create and price daily specials and features, contributing to sales growth and customer satisfaction.
- Monitor the flow of each shift, staff productivity, and performance, ensuring a hospitable and safe environment, while efficiently boosting sales.
- Address customer and staff concerns professionally, taking necessary actions to resolve issues, and serving as the key link of communication to restaurant owners.
- Mentor and guide staff on job performance and attendance issues, offering tailored support, and fostering a positive, productive work environment.
- Maintain oversight of financial transactions, including financial reports and handling of lottery funds, ensuring safe handling, and secure storage of surplus funds.
- Responsible for unlocking the restaurant at the beginning of the day and securing it at the end of each shift, ensuring all appliances are operational, and the restaurant is in a safe standing.
Therapeutic Recreation Assistant
Assumption Campus
Cold Spring, MN
07.2011 - 01.2013
- Assisted residents with therapeutic recreation, leisure, and spiritual activities, both in group settings and independently, to enhance their quality of life.
- Conducted therapeutic recreation assessments quarterly, annually, during admission and discharge, and after significant changes in residents' health status.
- Collaborated with community resources and communicated with family members to address residents’ requests or concerns in an effective and timely manner.
- Represented the Therapeutic Recreation Department in weekly care conferences, involving family members, guardians, and other departments to discuss residents' psychological, social, and activity statuses.
- Managed time efficiently to lead or assist with scheduled group activities, attend outings, conduct one-on-one visits with residents, and perform therapeutic recreation assessments for a large portion of the nursing home population.
- Maintained detailed records documenting patient treatment plans, progress updates, adjustments in care, goal achievements, and overall outcomes to ensure high-quality care delivery.
General Manager
Stanley’s Family Restaurant
Kimball, MN
06.1998 - 03.2009
- Greeted, welcomed, and seated customers in appropriate server sections, balancing server rotation, workload, and individual strengths to optimize customer service.
- Organized and delegated duties and responsibilities to staff based on shift flow, ensuring effective communication through verbal and written instructions.
- Provided support across various positions during the shift, assisting kitchen, serving, hosting, and dishwashing staff to maintain a smooth workflow.
- Monitored shift income versus labor costs, making staffing decisions to minimize labor while maintaining service standards.
- Collected and verified servers' banks at shift's end, making secure deposits, and maintaining proper financial procedures.
- Acted swiftly on staff errors or misconduct, issuing corrective actions or terminations as needed to maintain a professional and efficient work environment.
Mental Health Associate
St. Cloud Hospital Adult Mental Health Unit
St. Cloud, MN
08.2005 - 10.2006
- Provide direct support and care to patients with mental health conditions, ensuring safety, emotional well-being, and psychological well-being in an inpatient hospital setting.
- Monitor patients' mental health and behavioral conditions, documenting observations, treatment progress, and any changes in condition.
- Engage in therapeutic communication to build trust, provide comfort, and assist patients in managing their symptoms and behaviors.
- Respond promptly to crisis situations, utilizing de-escalation techniques to ensure patient safety and stabilize potentially dangerous scenarios.
- Collaborate with mental health professionals, including psychiatrists, psychologists, and social workers, to implement and adjust patient care plans.
- Group Therapy Support: Assist in the facilitation of group therapy sessions, helping patients engage and participate in therapeutic activities.
- Assist with Daily Living Activities (ADLs): Provide assistance to patients with activities of daily living, including dressing, hygiene, eating, and mobility, when necessary.
Patient Care Assistant
St. Cloud Hospital- Intensive Care Unit
St. Cloud, MN
05.2005 - 08.2006
- Provide support to ICU patients with basic daily activities, including bathing, dressing, feeding, toileting, and grooming, ensuring patient comfort and dignity.
- Regularly measure and document patients' vital signs, including blood pressure, heart rate, respiratory rate, temperature, and oxygen saturation, alerting the nursing team to any significant changes.
- Assist nurses and physicians during medical procedures, including drawing blood, setting up, and monitoring equipment (e.g., IV pumps, ECG leads, ventilators), and performing basic life-support procedures when necessary.
- Continuously observe patients for changes in physical or mental status, documenting any changes in patient condition, including unusual behavior, physical symptoms, or emotional distress.
- Emergency Response: Assist in emergency situations, providing basic life support, and following established protocols during code blue or other critical incidents, under the supervision of nursing staff.
- Work closely with other healthcare professionals, including registered nurses, doctors, and respiratory therapists, to provide holistic care for critically ill patients.
Education
Bachelor of Science - Nursing Bachelor of Science
St. Cloud State University
St. Cloud, MN 09.2002 - 05.2014
Bachelor of Science - Addiction Counseling BS
St. Cloud State University
St. Cloud, MN 09.2002 - 05.2014
Some College (No Degree) - General Education
Anoka Ramsey Community College
Cambridge, MNHigh School Diploma -
Kimball Area High School
Kimball, MN 09.1998 - 05.2002
Skills
- Data entry
- Regulatory compliance
- Public health analysis
- Customer service
- Health program administration
- Policy writing
- Information tracking
- Time management abilities
- Motivational interviewing
- Client and community service
- Communication skills
- Supervisory experience
- Professional demeanor
- Time management
References
References available upon request.
Accomplishments
- Participated in cross-departmental collaboration to implement a new online Nurse Aide Registry system, improving operational efficiency and aligning with state regulations.
- Enhanced communication and outreach by contacting all Minnesota Nurse Aide Training Programs and testing sites to ensure they were connected to GovDelivery for important updates from the Nurse Aide Registry.
- Supported remote staff in the Health Regulation Division by collaborating with leadership to track and ensure access to essential equipment and resources for effective telework.
- Assisted in transitioning Nurse Aide Registry operations back to pre-COVID procedures, supporting administrative tasks, application processing, public outreach, and regulatory compliance.
- Contributed to a temporary food assistance program under the State of Minnesota Department of Human Services, supporting households impacted by the pandemic.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Health Program Representative- Nurse Aide Registry Credentialer
Minnesota Department of Health
04.2023 - Current
Office and Administrative Specialist Senior
Minnesota Department of Health
07.2022 - 09.2023
Customer Service Representative- Intermediate
Minnesota Department Of Human Services
02.2022 - 07.2022
COVID-19 CASE INVESTIGATOR/COVID-19 Contact Tracer
Rose International/Minnesota Department of Health
10.2020 - 09.2021
Lead Certified Nursing Assistant
St. John's Abbey Retirement Center
06.2019 - 11.2020
Server Trainer
Grizzly’s Wood Fired Grill
08.2016 - 09.2018
General Manager
The Great Blue Heron Supperclub
01.2013 - 02.2018
Therapeutic Recreation Assistant
Assumption Campus
07.2011 - 01.2013
Mental Health Associate
St. Cloud Hospital Adult Mental Health Unit
08.2005 - 10.2006
Patient Care Assistant
St. Cloud Hospital- Intensive Care Unit
05.2005 - 08.2006
Bachelor of Science - Nursing Bachelor of Science
St. Cloud State University
09.2002 - 05.2014
Bachelor of Science - Addiction Counseling BS
St. Cloud State University
09.2002 - 05.2014
High School Diploma -
Kimball Area High School
09.1998 - 05.2002
General Manager
Stanley’s Family Restaurant
06.1998 - 03.2009
Some College (No Degree) - General Education
Anoka Ramsey Community College
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