Brittany Taylor
Oshkosh
Summary
Dynamic healthcare professional with leadership experience at Winnebago Mental Health Institute, skilled in clinical oversight and effective communication. Proven ability to enhance patient care through collaborative teamwork and problem-solving. Recognized for implementing individualized care plans and maintaining high standards of safety and compliance in challenging environments.
Overview
15
15
years of professional experience
Work History
Patient Care Technician
Winnebago Mental Health Institute
01.2022 - Current
- Provided direct support to individuals experiencing mental health conditions, ensuring a safe, compassionate, and therapeutic environment in alignment with individualized care plans.
- Assisted patients with daily living activities, medication reminders, hygiene, and crisis intervention under the supervision of licensed clinicians and medical staff.
- Conducted regular wellness checks, monitored client behavior, and accurately documented observations, incidents, and progress in accordance with HIPAA and organizational standards.
- Collaborated with interdisciplinary teams including case managers, nurses, social workers, and therapists to support patient recovery goals and coordinate wraparound services.
- Supported implementation of behavior plans and therapeutic activities that promoted emotional regulation, social skills, and independence.
- Responded to de-escalation needs using trauma-informed, person-centered approaches in high-stress situations.
- Maintained accurate, timely documentation of services provided and actively participated in staff meetings and training sessions focused on mental health best practices.
Direct Support Supervisor
Homes For Independent Living
02.2018 - 01.2022
- Supervised and supported a team of direct care staff in providing daily care to residents with developmental disabilities, mental health conditions, or behavioral needs in a residential group home setting.
- Oversaw implementation of individualized service plans (ISPs), ensuring all support activities met state regulations, agency policies, and person-centered care standards.
- Conducted staff training, scheduling, performance evaluations, and corrective action as needed to ensure high-quality care and accountability.
- Provided hands-on support during shifts, including assistance with ADLs (activities of daily living), medication administration, behavior interventions, and community outings.
- Facilitated team meetings, maintained detailed documentation, and communicated effectively with guardians, case managers, healthcare providers, and regulatory agencies.
- Monitored health, safety, and cleanliness standards within the home, ensuring compliance with licensing requirements and promoting a safe, structured environment.
- Responded to crises and critical incidents using de-escalation techniques and trauma-informed care practices, ensuring appropriate follow-up and documentation.
Certified Nursing Assistant
Meadowmere & Mitchell Manor
09.2015 - 01.2018
- Provided compassionate, hands-on care to elderly residents in a long-term care facility, assisting with daily living activities including bathing, dressing, grooming, toileting, and mobility.
- Monitored and recorded vital signs, intake and output, and reported any changes in resident conditions to licensed nursing staff.
- Assisted residents with meals, ensured proper hydration, and supported individuals with dietary restrictions or feeding assistance as needed.
- Maintained accurate and timely documentation of care provided in accordance with facility policies and state regulations.
- Promoted a safe, clean, and supportive environment by following infection control protocols and helping with housekeeping duties.
- Offered emotional support and companionship to residents, fostering a respectful and dignified care experience.
- Collaborated with nurses, physicians, therapists, and other healthcare team members to support individualized care plans and improve resident outcomes.
- Responded promptly to call lights and resident needs, prioritizing patient safety, comfort, and dignity at all times.
Customer Service Representative
JCPenney Logistics Center
05.2010 - 01.2013
- Delivered exceptional service by responding to customer inquiries via phone, email, and chat, resolving issues promptly and professionally.
- Assisted customers with product/service questions, order processing, billing inquiries, and account updates, ensuring a positive experience.
- Utilized CRM systems to document interactions, track resolutions, and maintain accurate customer records.
- Escalated complex concerns to appropriate departments while maintaining ownership of customer satisfaction.
- Handled high call volumes while maintaining a calm and courteous demeanor, meeting or exceeding service level targets and performance metrics.
- Collaborated with internal teams including sales, technical support, and billing to ensure a seamless customer experience.
- Received recognition for maintaining high customer satisfaction scores and contributing to team success.
Education
No Degree - Nursing
Waukesha County Technical College
Pewaukee, WI05-2027
Skills
- 1 Leadership & Team Management
Ability to supervise, mentor, and support a team of CNAs, ensuring high-quality care and staff accountability Includes scheduling, delegation, performance feedback, and conflict resolution
2 Clinical Knowledge & OversightStrong understanding of nursing assistant duties, patient care protocols, infection control, and documentation standards Ensures all care provided meets regulatory and facility requirements
- 3 Communication & Collaboration
Excellent verbal and written communication skills to interact effectively with staff, residents, families, and interdisciplinary healthcare teams Ensures smooth coordination and continuity of care
4 Problem-Solving & Critical ThinkingAbility to respond to emergencies, resolve staff or resident concerns, and make sound decisions under pressure while maintaining compliance and compassion
Timeline
Patient Care Technician
Winnebago Mental Health Institute
01.2022 - Current
Direct Support Supervisor
Homes For Independent Living
02.2018 - 01.2022
Certified Nursing Assistant
Meadowmere & Mitchell Manor
09.2015 - 01.2018
Customer Service Representative
JCPenney Logistics Center
05.2010 - 01.2013
No Degree - Nursing
Waukesha County Technical College
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