Proficient and caring nursing team member offering outstanding patient-facing experience. Adept at addressing patient needs with compassionate care and attention to detail. Diligent about maximizing satisfaction, safety and wellness while serving patients of all backgrounds.
Hi, I’m
Debra Farley
Summary
Overview
14
years of professional experience
1
Certification
Work History
Sholom Community Alliance
Licensed Practical Nurse
10.2019 - 08.2022
Job overview
- Act as an advocate to maintain resident privacy and dignity during cares
- Monitor resident vitals, completing resident assessments as assigned
- Collaborate with the IDT (interdisciplinary team) to ensure adequate and appropriate flow of services
- Assist throughout the admission process, to ensure smooth transition of new residents
- Periodically perform the Focus assessment of residents with acute changes of condition and attend resident Care Conferences as needed
- Serve as a clinical resource to staff regarding nursing care of residents
- Maintain and complete all required documentation and charting on the computer or on forms in an accurate and timely manner according to policies and procedures
- Support various other Nursing responsibilities as needed.
CIGNA BEHAVORAL HEALTH
Care Senior Associate
10.2016 - 08.2019
Job overview
- The primary responsibility of the Advocate role is answering calls from customers
- Most of the day is answering inbound calls from customers looking to access, understand, or utilize services Within a call I may:
- Register participants in the intake system and opens case files
- Educate participants on their benefits based upon individual plan design and other clinical or non-clinical resources available
- Conduct an intake as needed to assess for presenting concern and risk of harm or substance abuse concerns
- Provide participants with names and phone numbers of nearest providers
- Multi-task by maneuvering through various computer programs and screens
- Write authorizations to ensure claims are paid correctly
- Provide follow-up calls to participants to ensure correct information is given
- Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded
- Send complaints to initiate grievance process for customers
- On all calls I am responsible for:
- Providing high quality customer service as identified by Advocacy department quality standards
- Using independent problem-solving skills to make sound decisions in assessing the needs of the callers by giving accurate information and providing first call resolution
- Understanding the business needs of the role, while balancing the needs of the customer (Advocacy department quality standards)
- Taking an educational approach to ensure callers can understand the complexities of accessing care
- Demonstrate a complete awareness and understanding of the responsibilities and workflows of the various departments within Cigna
EVINE LIVE
Customer Service Representative
09.2011 - 12.2015
Job overview
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Opens customer accounts by recording account information
- Maintains customer records by updating account information
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
ACS MANKATO
Customer Service Representative
05.2007 - 01.2011
Job overview
- Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers
- Prepare customer invoices and accept payment
- Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers
- Answer inquiries regarding information such as schedules, accommodations, procedures, and policies
- Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservations.
Education
Saint Paul College
Associate of Arts from License Practical Nurse
05.2019
University Overview
License Practical Nurse
Minnesota State University MankatoMankato, MN
Bs from Community Health Education
07.2015
University Overview
Robbinsdale Cooper High School
Diploma
2004
University Overview
Skills
- Skills & Certifications
- BLS and ACLS Certification
- Team player
- Direct Patient Care
- Medical Records Management
- ADLs Assistance
- Case Management
- Immunization Administration
- Medication Administration
- Charting and Recording
- Documenting Incidents
Certification
- Licensed Practical Nurse number 820106
Timeline
Licensed Practical Nurse
Sholom Community Alliance
10.2019 - 08.2022
Care Senior Associate
CIGNA BEHAVORAL HEALTH
10.2016 - 08.2019
Customer Service Representative
EVINE LIVE
09.2011 - 12.2015
Customer Service Representative
ACS MANKATO
05.2007 - 01.2011
Saint Paul College
Associate of Arts from License Practical Nurse
Minnesota State University Mankato
Bs from Community Health Education
Robbinsdale Cooper High School
Diploma
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