Colleen Cannizzo
San Antonio,TX
Summary
Passionate Telephone Triage Nurse with 33 years of experience assessing patient condition both in person and over phone. Assists individuals in need of medical attention in understanding insurance coverage and urgency of medical conditions. Supporting comprehensive recovery through education and sound medical advice.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Triage Nurse
OptumHealth
04.2015 - Current
- Provided health education and coached consumers on treatment alternatives to assist them in best decision making
- Supported consumers in selection of best physician and facility to maximize access, quality, and to manage heath care cost
- Coordinated services and referrals to health programs
- Prepared individuals for physician visits.
- Assessed and triaged immediate health concerns
- Managed utilization through education
- Identified problems or gaps in care offering opportunities for intervention
- Assisted members in sorting through their benefits and making choices
- Took in-bound calls and place out-bound calls as dictated by consumer and business needs
- Managed high-stress situations calmly, providing reassurance to distressed callers while gathering necessary information for accurate decisionmaking.
- Obtained case history and gathered triage information to determine appropriate avenue for care.
- Increased efficiency in triage call handling through effective communication and active listening skills.
Telephonic Nurse Case Manager
OptumHealth
12.2007 - 04.2015
- Performed initial review of consumer health records and current health status to identify health risk and determine next steps
- Asked open ended questions, identified significant from insignificant responses, asked about other diagnoses, probed for additional information, and redirected as necessary
- Evaluated consumer data throughout the assessment process to identify inconsistencies and adherence to Evidence Based Guidelines
- Identified and prioritized gaps to develop plan of care to empower consumers to meet identified goals
- Determined short and long term health goals
- Determined consumer's willingness to engage in plan of care and readiness for change
- Documented assessment information and entered data in appropriate system
- Identified appropriate interventions and resources to meet gaps (e.g., psychosocial, transportation, long-term care) based on specific consumer needs
- Managed caseloads efficiently while prioritizing urgent cases requiring immediate intervention.
- Assisted patients in setting achievable health goals and monitoring progress to enhance motivation and adherence to care plans.
- Took member support and priorities into account to identify initial plan of care
- Documented the plan of care in appropriate systems and entered data per specified format
- Conducted thorough follow-up calls to assess the effectiveness of treatment plans, making adjustments as needed for optimal results.
- Facilitated timely referrals to appropriate specialists, expediting necessary treatments and improving overall health outcomes.
- Enhanced patient care by providing telephonic support and guidance to individuals with chronic illnesses.
- Participated in ongoing professional development opportunities to stay current on best practices within the field of nurse case management.
Registered Nurse Health Coach
OptumHealth
08.2007 - 12.2007
- Acted as a patient advocate, ensuring their needs were met and effectively communicated with other healthcare providers involved in their care.
- Evaluated the effectiveness of implemented health coaching strategies and adjusted plans accordingly to ensure continued progress towards patients'' goals.
- Provided health education and coached consumers on treatment alternatives to assist them in best decision making
- Supported consumers in selection of best physician and facility to maximize access, quality, and to manage heath care cost.
- Coordinated services and referrals to health programs.
- Prepared individuals for physician visits.
- Assessed and triaged immediate health concerns.
- Identified problems or gaps in care offering opportunity for intervention.
- Collaboratively planned care with member.
- Prioritized care plan making use of high impact business goals and activities.
- Assessed care plan for continued opportunity for impact and intervention during course of call.
- Assisted members in sorting through their benefits and making choices.
- Prioritized needs and identified specific actions focusing on priority activities that support member's outcomes.
- Provided education, information, direction, and support specific to member's physical, social, psychological, and financial needs.
- Used coaching and other empowerment skills to activate the member to action and to assist in member decision-making.
- Took in-bound calls and placed out-bound calls as dictated by consumer and business needs
Disease Management Nurse
LifeMasters Supported Self Care
01.2006 - 08.2007
- Formulated and Implemented an educational plan of care in conjunction with the appropriate specific CareMap for each patient enrolled in the LifeMasters Supported Selfcare Program
- Provided Suported Selfcare Interventions to patient and made substantial nursing judgments through regular appointment calls acting as a patient advocate, coach, educator ad motivator.
- Made assessments continually and systematically to ensure health care needs of patient were being met. while documenting appropriate patient information.
- Continuously updated clinical knowledge through regular attendance at professional conferences, allowing for the incorporation of innovative strategies into disease management plans.
- Promoted patient self-management by providing education on medications, nutrition, exercise, and lifestyle modifications.
- Improved patient outcomes by developing and implementing disease management plans tailored to individual needs.
- Empowered patients through individualized goal setting sessions resulting in increased adherence to prescribed treatments.
- Developed targeted nursing interventions based on analysis of data from electronic health records, leading to improved patient outcomes.
- Reduced hospital readmissions through proactive monitoring of patients with chronic conditions and timely interventions.
Leader Care Manager
Healthways
11.2004 - 11.2005
- Oversaw day-to-day activities of 10 clinicians in Disease management and care enhancement program, fostering inspiring atmosphere to optimize employee experiences
- Directed employee development initiatives, monitoring quality performance objectives and ensuring productivity.
- Continually enhanced clinician performance by mentoring staff in diverse aspects of corporate vision, motivating and energizing personnel and creating a positive team-oriented working environment.
- Provided comprehensive disease management and care enhancement services for health plan members with Diabetes, Cardiac, CHF, COPD, Asthma, CKD and ESRD designed to improve the quality and lower the cost of patient care.
- Provided education and preventative health measures using an integrated telephone and computer system, while helping the patient with chronic disease to set behavior change goals that accomplish improved health status goals.
- Instrumental in corporate efforts establishing improvement initiatives for heart failure home monitoring program and reaching operational goals for continued patient care objectives and corporate financial success.
- Supported the physician and patient relationship and plan of care, emphasizing prevention of exacerbations and complications utilizing evidence-based practice guidelines and patient empowerment strategies.
- Utilized the Continuous Quality Improvement (CQI) process to identify problems, collect and analyze data, identify alternative solutions, generate and implement recommendations and evaluate actions to improve quality and outcomes.
Disease Management Nurse
Healthways
09.2001 - 11.2004
- Provided comprehensive disease management and care enhancement services for health plan members with Diabetes, Cardiac, CHF, COPD, Asthma, CKD and ESRD designed to improve the quality and lower the cost of patient care.
- Provided education and preventative health measures using an integrated telephone and computer system, while helping the patient with chronic disease to set behavior change goals that accomplish improved health status goals.
- Supported the physician and patient relationship and plan of care, emphasizing prevention of exacerbations and complications utilizing evidence-based practice guidelines and patient empowerment strategies.
- Promoted patient self-management by providing education on medications, nutrition, exercise, and lifestyle modifications.
- Empowered patients through individualized goal setting sessions resulting in increased adherence to prescribed treatments.
Medical Surgical Charge Nurse
Kapiolani Medical Center
07.1999 - 09.2001
- Consistently forged strategic working relationships with associates and utilized comprehensive interpersonal skills in leading groups of people from diverse backgrounds to effectively accomplish goals.
- Managed critical situations calmly and efficiently, applying sound clinical judgment when making decisions regarding patient care interventions.
- Advocated for patients'' needs by effectively communicating their concerns to appropriate healthcare providers and specialists within the hospital system.
- Streamlined nursing processes on the medical-surgical floor for increased efficiency and productivity.
- Maintained Joint Commission compliance within the Medical-Surgical department by adhering to established policies, procedures, and documentation requirements.
- Coordinated patient discharges from the Medical-Surgical unit, ensuring seamless transitions to post-acute care settings or home environments.
- Managed staff schedules, ensuring adequate coverage for a high-volume Medical-Surgical unit while minimizing overtime expenses.
- Coordinated and facilitated monthly staff meetings and communicated given objectives to staff members.
- Performed frequent checks on life support equipment and made necessary adjustments to preserve optimal patient conditions.
- Improved patient satisfaction scores by providing compassionate, individualized care and maintaining open lines of communication with patients and families.
- Mentored new nurses in the Medical-Surgical unit to enhance clinical skills, foster professional growth, and promote teamwork within the department.
- Continuously updated clinical skills by attending relevant professional development courses, workshops, and seminars to stay current on best practices in medical-surgical nursing.
- Enhanced patient care quality by implementing evidence-based practices and protocols in the medical-surgical unit.
- Assisted physicians during rounds by providing accurate patient updates and facilitating informed decision-making about treatment plans.
- Reduced medication errors through thorough patient assessments and effective communication with interdisciplinary team members.
- Provided health education to patients and families regarding discharge instructions and plans of care.
- Educated patients and families on medical-surgical procedures, therapeutic regimens, and pain management techniques.
- Managed caseload of 7 patients simultaneously by providing bedside care, treatments, IV therapy, and wound care.
- Started intravenous fluids, administered medications, and documented patient charts by recording food and fluid output and intake.
- Monitored patient vital signs to perform thorough condition assessments.
- Advocated for and strived to protect health, safety, and rights of patient.
- Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
- Performed emergency medical procedures such as BLS, ACLS and other condition stabilizing interventions.
- Managed patients' pain by implementing pharmacological and non-pharmacological pain management interventions.
- Performed intravenous therapy procedures and monitored chest tubes.
- Evaluated patient histories, complaints, and current symptoms.
- Managed patients recovering from medical or surgical procedures.
Telemetry Charge Nurse
West Houston Medical Center
03.1998 - 07.1999
- Optimized resource allocation by analyzing daily acuity levels and adjusting staffing assignments accordingly.
- Assisted physicians with bedside procedures, maintaining a calm atmosphere for patients during critical moments in their care.
- Streamlined nurse workflows for increased efficiency and improved patient outcomes.
- Served as a liaison between medical staff, patients, and families for effective communication of treatment goals and progress updates.
- Mentored new nurses, fostering a supportive learning environment and promoting professional growth.
- Delegated tasks appropriately among nursing staff members based on expertise level or experience.
- Ensured compliance with regulatory standards such as Joint Commission requirements by identifying areas of concern and implementing corrective action plans.
- Promoted a culture of safety, resulting in reduced hospital-acquired infections and falls.
- Conducted ongoing performance evaluations, providing constructive feedback to nursing staff.
- Developed quality improvement initiatives focused on addressing identified gaps in care delivery processes within the telemetry unit.
- Managed staffing schedules, ensuring optimal coverage for high-quality patient care.
- Enhanced patient care by implementing evidence-based practices and protocols in the telemetry unit.
- Identified areas for improvement through regular audits of telemetry documentation and adherence to best practices.
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
- Educated family members and caregivers on patient care instructions.
- Evaluated patient histories, complaints, and current symptoms.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Monitored patient reactions after administering medications and IV therapies.
- Managed patients recovering from medical or surgical procedures.
- Provided skilled, timely and level-headed emergency response to critically-ill patients.
- Offered exceptional care and support to individuals recovering from acute incidents and dealing with chronic conditions.
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
- Observed and documented patient factors such as diets, physical activity levels, and behaviors to understand conditions and effectively modify treatment plans.
- Implemented care plans for patient treatment after assessing physician medical regimens.
- Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
Telemetry Staff Nurse
Paradise Valley Hospital
05.1996 - 03.1998
- Managed medication administration efficiently while adhering to strict safety guidelines within the telemetry unit setting.
- Prepared, administered and recorded prescribed medications and reported adverse reactions in accordance with policy.
- Demonstrated expertise in interpreting EKGs, allowing for accurate diagnosis and treatment of cardiac issues in a timely manner.
- Reduced patient readmission rates through thorough discharge planning and patient education.
- Consulted and coordinated with health care team members to assess, plan, implement and evaluate patient care plans.
- Actively participated in staff meetings and continuing education opportunities, fostering a culture of lifelong learning among the nursing team.
- Served as a preceptor for new telemetry nurses, providing mentorship and guidance to support their professional growth.
- Implemented crisis intervention techniques during critical situations, ensuring timely stabilization of patients'' conditions.
- Identified irregular telemetry readings and notified appropriate medical team members.
- Consistently maintained accurate documentation of all patient interactions, promoting accountability across the entire healthcare continuum.
- Conducted comprehensive assessments of new admissions to determine appropriate levels of care and plan interventions accordingly.
- Coordinated discharge planning with case managers and social workers, facilitating seamless transitions into post-acute care settings.
- Utilized advanced monitoring equipment to continuously assess patients'' vital signs, promptly identifying and addressing any changes or abnormalities.
- Maintained a high level of clinical competence, staying current on the latest advancements in cardiac nursing practice and research.
- Developed strong rapport with patients and families through effective communication skills and empathetic approach to nursing care.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Monitored patient reactions after administering medications and IV therapies.
- Managed patients recovering from medical or surgical procedures.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
Medical Surgical Staff Registered Nurse
Saint Clare's Denville Hospital
06.1991 - 05.1996
- Administered blood products safely following established transfusion protocols while closely monitoring patients for any adverse reactions or complications.
- Provided wound care management for a diverse range of surgical incisions, pressure ulcers, burns, or other wounds requiring skilled interventions.
- Recognized and reported changes in patients'' conditions promptly, initiating appropriate interventions or escalating concerns to physicians as needed.
- Collaborated with interdisciplinary healthcare teams to provide comprehensive patient care during hospitalization and discharge planning.
- Promoted patient safety through adherence to infection control protocols and implementation of fall prevention strategies.
- Demonstrated strong critical thinking skills in assessing patients'' conditions quickly and accurately, initiating appropriate interventions when needed.
- Established rapport with patients and families through effective communication and active listening skills, fostering trust and mutual respect during the healing process.
- Educated patients and their families on disease processes, treatment options, and self-care techniques for optimal recovery outcomes.
- Enhanced patient care by developing and implementing individualized nursing plans for medical-surgical patients.
- Assisted physicians with diagnostic procedures such as biopsies, lumbar punctures, and bronchoscopies for accurate diagnosis and treatment planning.
- Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans.
- Monitored patient vital signs to perform thorough condition assessments.
- Provided health education to patients and families regarding discharge instructions and plans of care.
- Performed emergency medical procedures such as BLS, ACLS and other condition stabilizing interventions.
- Educated patients and families on medical-surgical procedures, therapeutic regimens, and pain management techniques.
- Managed patient pain relief and sedation by providing non-pharmacological and pharmacological interventions.
- Started intravenous fluids, administered medications, and documented patient charts by recording food and fluid output and intake.
- Performed intravenous therapy procedures and monitored chest tubes.
- Managed patients' pain by implementing pharmacological and non-pharmacological pain management interventions.
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
- Monitored patient reactions after administering medications and IV therapies.
- Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
- Observed and documented patient factors such as diets, physical activity levels, and behaviors to understand conditions and effectively modify treatment plans.
Education
Bachelor of Science - Nursing
University of Phoenix
Tempe, AZ2005
Associate of Applied Science - Nursing
County College of Morris
Randolph Township, NJ1991
Skills
- Triage
- Assessing needs
- Work Planning and Prioritization
- Relationship Building
- HIPAA Compliance
- Clinical judgment
- Compassionate Care
- Discharge Planning
- Strong Clinical Judgment
- Decision-Making
- Microsoft Office
- Clear Patient Communication
- Diet and Nutrition
- Preventive Healthcare
- Acute care expertise
- Resource Utilization
- Needs Assessment
- Outbound Patient Calls
- Health Incident Triage
- Evidence-based Protocols
- Documentation
- Diabetes management
- Healthcare systems navigation
- Clinical assessment
- Data Entry
- Telephonic triage
- Goal Setting
- Desktop and Laptop Computers
Accomplishments
Recognized as Optum Super Hero in 2019 and 2022 for creating exceptional experiences for teammates and customers and by actively demonstrating our cultural values of integrity, compassion, relationships, inclusion, innovation and performance.
Certification
- Current, unrestricted RN compact licensure and licensed in all non compact states and District of Columbia
- Case Management Certification ( CMSA) since 2004
- CBDCE Certification ( through Certification Board for Diabetes Care and Education) since 2005
Additional Information
Current unrestricted RN licensure
33 years of Clinical RN experience, resulting in excellent clinical skills and critical thinking
Proven solid inbound and outbound telephonic skills
Proven proficiency with being able to assess and identify needs and being able to influence and motivate
Proven intermediate computer skills (Microsoft Word, Outlook and Internet) with the ability to navigate a Windows environment and the ability to create, edit, save and send documents utilizing Microsoft Word
Bachelor’s degree in Nursing
Coaching and decision support experience
Managed care experience
Conflict management skills
Proven understanding of change and ability to move members along the continuum of change
Proven ability to work under pressure and appropriately prioritize responsibilities
High Performer who consistently exceeds expectations
Timeline
Triage Nurse
OptumHealth
04.2015 - Current
Telephonic Nurse Case Manager
OptumHealth
12.2007 - 04.2015
Registered Nurse Health Coach
OptumHealth
08.2007 - 12.2007
Disease Management Nurse
LifeMasters Supported Self Care
01.2006 - 08.2007
Leader Care Manager
Healthways
11.2004 - 11.2005
Disease Management Nurse
Healthways
09.2001 - 11.2004
Medical Surgical Charge Nurse
Kapiolani Medical Center
07.1999 - 09.2001
Telemetry Charge Nurse
West Houston Medical Center
03.1998 - 07.1999
Telemetry Staff Nurse
Paradise Valley Hospital
05.1996 - 03.1998
Medical Surgical Staff Registered Nurse
Saint Clare's Denville Hospital
06.1991 - 05.1996
Bachelor of Science - Nursing
University of Phoenix
Associate of Applied Science - Nursing
County College of Morris
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