Summary
Overview
Work History
Education
Skills
Youth Group Leader at Life.Church
Timeline
Generic

Dana Rice

Kansas City,MO

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Driven by a passion for client advocacy and a track record of enhancing patient satisfaction, leveraging empathy and effective communication to improve service delivery. With a background in disability services and crisis intervention, coupled with a commitment to multicultural competence, has consistently fostered positive outcomes and streamlined processes, achieving notable improvements in patient, client and resident support. Strong advocate for those in need and committed to providing best possible service. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.

Overview

21
21
years of professional experience

Work History

Social Services Designee

Northland Rehabilitation and Healthcare
01.2023 - 08.2024
  • Addressed safety concerns, and ongoing needs for support or referrals to additional services when discharging to the community.
  • Established trusting relationships with residents, patients and their families; fostering open communication and enabling effective advocacy on their behalf.
  • Improved resident satisfaction by delivering customized social service plans tailored to individual needs.
  • Strengthened partnerships with local service providers and agencies.
  • Collaborated with external agencies to coordinate supportive services for residents and patients, ensuring a seamless continuum of care.
  • Maintained confidentiality and professionalism at all times while handling HIPPA protected information and situations.
  • Provided crisis intervention support when necessary, coordinating closely with mental health personnel and other professionals as needed.
  • Evaluated the effectiveness of interventions over time, making adjustments as required to optimize outcomes.
  • Streamlined grievance processes for greater efficiency and timely resolution of issues.
  • Coordinated with regional ombudsman to address concerns and improve resident's emotional well-being.
  • Assisted patients in navigating complex social systems such as housing programs, benefits applications, or mental health resources.
  • Monitored progress towards established goals, adjusting strategies as needed based on feedback or new information from the interdisciplinary care team.
  • Participated in professional development opportunities, staying current on trends and best practices within the field of social services.
  • Ensured compliance with all relevant regulations and policies, maintaining accurate and up-to-date documentation.
  • Referred residents and patients to appropriate team members, community agencies and organizations to meet treatment needs and achieve goals.
  • Facilitated communication between residents and their families with outside service providers as needed.
  • Assisted in conducting needs assessments to identify key areas of service needs.
  • Developed and maintained accurate records of programs and services.

Hospitality Specialist

Tiffany Springs Rehabilitation and Healthcare
11.2020 - 01.2023
  • Collaborated with various team members to meet resident and patient requests.
  • Enhanced satisfaction by promptly addressing concerns and providing personalized solutions.
  • Streamlined check-in procedures for improved efficiency.
  • Collaborated with admissions coordinator to execute successful conferences, banquets, and special occasion events.
  • Tracked satisfaction surveys to recognize trends and create action plans for improving services.
  • Proactively identified opportunities for process improvements leading to enhanced operational efficiency.
  • Coordinated with housekeeping staff to ensure timely room turnovers and optimal cleanliness.
  • Communicated with other department heads through daily team meetings focused on collaboration and problem-solving strategies.
  • Developed and executed strategies to improve experience in short-stay and long term admission.
  • Provided guests with comprehensive information on facility, enhancing their stay experience.
  • Maintained compliance with HIPPA in all encounters and conversations.
  • Served as a liaison between patients/residents and other departments within the nursing facility; ensuring smooth transition, prompt grievance solution, maximum satisfaction with facility, staff and services.
  • Trained and supervised staff to provide highest level of customer service, educated on best practices for patient relations and problem resolution.
  • Maintained a consistently high level of customer service, resulting in positive reviews and repeat business.
  • Delivered exceptional customer service to every customer by creating a welcoming, positive experience.
  • Followed up with customers about resolved issues to ensure standards of care were maintained.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Assisted social services and admissions departments as requested by facility administrator.

Nursing Aide-Field Lead

Phoenix Home Care and Hospice
02.2016 - 11.2020
  • Facilitated patient mobility by assisting with transfers, ambulation, and positioning.
  • Performed vital sign checks and reported any abnormalities to nursing staff promptly.
  • Maintained a clean and safe environment for patients, reducing the risk of infections.
  • Established trust with patients of diverse cultural backgrounds by demonstrating sensitivity, respect, and an unwavering commitment to providing top-notch care.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Contributed to a positive work environment by fostering strong relationships with colleagues and maintaining open lines of communication among team members.
  • Delivered high-quality personal care services such as bathing, grooming, toileting assistance, helping maintain patient dignity while promoting independence whenever possible.
  • Monitored, tracked, and conveyed important patient information to nursing and agency staff to help optimize treatment planning and care delivery.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Monitored patients' status and reported any identified abnormalities or changes to nursing personnel.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Improved overall quality of life for home-health patients through engagement in stimulating activities tailored according to individual preferences.
  • Participated in ongoing training sessions, staying current on best practices in nursing aide care delivery.
  • Educated patients on proper self-care techniques to promote healing and prevent complications.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Expedited response time during emergency situations through seamless cooperation alongside nursing staff and adherence to established protocols.
  • Supported patients' nutritional needs by assisting with meal planning, preparation, and feeding as necessary. Monitored intake to help patients achieve nutritional objectives.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Cared for patients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, muscular dystrophy, Alzheimer's, dementia, developmental disabilities, stroke, traumatic brain injury, severe morbid obesity, and much more.
  • Visited senior living communities and offered fun group activities with residents to boost mood, improve overall memory, and provide light entertainment.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Trained and supervised new CNA's and home health aids to assist with the needs of medically complex patients.

Customer Service Representative

Caremark Rx
01.2004 - 09.2006
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.

Education

Certified Missouri Pharmacy Technician - Pharmacy Technology

Board of Pharmacy Technicians
Kansas City, MO
01.2005

Bachelor of Science - Social Work And Psychology

Avila University
Kansas City, MO
02.2027

CNA Licensure - Nursing

Missouri Healthcare Academy
Gladstone, Mo
03.2021

High School Diploma -

Lee's Summit North Highschool
Lee's Summit, Mo
12.2004

Skills

  • Client Advocacy
  • Multicultural Competence
  • Teamwork and Collaboration
  • Customer Service
  • Problem-Solving
  • Time Management
  • Multitasking
  • Organizational Skills
  • Effective Communication
  • Adaptability and Flexibility
  • Professionalism
  • Data/HIPPA Confidentiality
  • De Escalation Tactics

Youth Group Leader at Life.Church

As a leader in Youth Ministry, I assist other leaders to provide a safe, warm, and welcoming community where youth get a sense of belonging, are nurtured in their faith, and encouraged to live a life of discipleship. As a leader, I am a role models in conduct, speech, and attitude, are intentional about building relationships with the youth I serve.

Timeline

Social Services Designee

Northland Rehabilitation and Healthcare
01.2023 - 08.2024

Hospitality Specialist

Tiffany Springs Rehabilitation and Healthcare
11.2020 - 01.2023

Nursing Aide-Field Lead

Phoenix Home Care and Hospice
02.2016 - 11.2020

Customer Service Representative

Caremark Rx
01.2004 - 09.2006

Certified Missouri Pharmacy Technician - Pharmacy Technology

Board of Pharmacy Technicians

Bachelor of Science - Social Work And Psychology

Avila University

CNA Licensure - Nursing

Missouri Healthcare Academy

High School Diploma -

Lee's Summit North Highschool
Dana Rice