Felicia Johnson
Jackson,MS
Summary
Passionate Telephone Triage Nurse with 30 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
27
27
years of professional experience
Work History
Telephone Triage Registered Nurse
Veterans Health Administration
06.2011 - Current
- Counseled patients via telephone according to established guidelines and protocols, advising on provider-established plans of care.
- 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.
- Streamlined workflow processes by utilizing electronic medical record systems proficiently during telephone assessments.
- Promoted a seamless healthcare experience for patients by coordinating appointments, referrals, and follow-ups as needed.
- Relayed triage information and facilitated communication between provider and patient concerning patient disposition.
- Participated in continuing education opportunities to stay current with industry best practices and enhance professional growth as a Telephone Triage Registered Nurse.
- Ensured compliance with established clinical guidelines during telephonic assessments, promoting best practice standards throughout the organization.
- Advised patients on pre- and post-operative instructions, medication administration and symptoms indicating emergency care.
- Fostered a positive work environment within the telephone triage nursing team, promoting open communication and collaboration among colleagues.
- Reduced emergency room visits by effectively assessing and prioritizing patient needs over the phone.
- Provided exceptional customer service to callers, establishing trust and rapport while addressing their health concerns.
- Ensured patient safety by adhering to strict confidentiality protocols while handling sensitive medical information.
- Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider.
- Demonstrated excellent critical thinking skills when evaluating patient symptoms and determining the need for immediate intervention or further assessment.
- Upheld operational excellence within the triage team by actively participating in ongoing performance reviews and process improvement initiatives.
- Supported quality improvement initiatives by maintaining detailed records of telephone encounters and providing feedback on process improvements.
- Enhanced patient satisfaction by providing timely and accurate telephone triage services.
- Performed additional clinic and non-triage nurse duties such as instructing patients in general and specific medical care and health issues and administering or dispensing medication and injections.
- Facilitated effective interdisciplinary collaboration between physicians, nurses, and other healthcare professionals involved in patient care planning via telephone consultations.
- Maintained accurate documentation of patient interactions, ensuring continuity of care across multiple healthcare providers.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
- Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities.
Staff RN
University of MS Medical Center
10.1997 - 07.2010
- Utilized critical thinking skills to make quick decisions in high-pressure situations, prioritizing patient needs and addressing emergent issues promptly.
- Monitored vital signs, lab results, and other indicators to detect changes in patients'' conditions promptly.
- Served as a preceptor for new nurses, sharing knowledge, expertise, and best practices to improve their skills and confidence.
- Participated in unit-based quality improvement initiatives focused on enhancing patient outcomes through process improvements.
- Enhanced patient care by implementing evidence-based practices and individualized care plans.
- Maintained clinical competency through ongoing professional development activities such as workshops, seminars, conferences, and certifications related to nursing practice.
- Advocated for the needs of patients within the healthcare system while maintaining confidentiality and respecting patients'' rights.
- Delegated tasks to nursing assistants and support staff effectively, ensuring safe and efficient care delivery.
- Provided education on disease management, self-care techniques, and preventive measures to patients and families.
- Promoted patient safety by adhering to infection control protocols and conducting regular health assessments.
- Administered medications accurately and safely, ensuring proper dosages were given per physician orders.
- Developed and implemented individualized patient care plans for optimal outcomes.
- Directed patient care by initiating and following through with plan of care, continuing care, and discharge instructions.
- Recorded details regarding therapies to keep patient charts updated.
Education
Bachelor of Science - Nursing
University of Miss Medical Ctr School of Nursing
Jackson, MS05-1993
Associate of Arts - Pre-Nursing
Miss Delta Community College
Moorhead MS05-1990
High School Diploma -
Humphreys County High School
Belzoni, MS05-1987
Skills
- Patient Communication
- Clinical assessment
- Symptom Assessment
- Patient Instruction
- Patient Advocacy
- Medication Refills
- Resource Utilization
- Physician Collaboration
- Outbound Patient Calls
- Lab Results Reporting
- Health Incident Triage
- Multitasking
- Strong Clinical Judgment
- Active Listening
- Decision-Making
- Certified in CPR/AED
- Patient Education
- Electronic Health Records
- Clinical Documentation
- Teamwork and Collaboration
- Home care recommendations
Timeline
Telephone Triage Registered Nurse
Veterans Health Administration
06.2011 - Current
Staff RN
University of MS Medical Center
10.1997 - 07.2010
Bachelor of Science - Nursing
University of Miss Medical Ctr School of Nursing
Associate of Arts - Pre-Nursing
Miss Delta Community College
High School Diploma -
Humphreys County High School
Similar Profiles
Amanda R MartinezAmanda R Martinez
Counselor at Veterans Affairs, Veterans Health AdministrationCounselor at Veterans Affairs, Veterans Health Administration
Camilla LanierCamilla Lanier
Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)
Anthony ChavezAnthony Chavez
Motor Vehicle Operator at Veterans Affairs, Veterans Health AdministrationMotor Vehicle Operator at Veterans Affairs, Veterans Health Administration
Angela Antoinette PerkinsAngela Antoinette Perkins
Health System Specialist at Department of Veterans Affairs/ Veterans Health AdministrationHealth System Specialist at Department of Veterans Affairs/ Veterans Health Administration
Jarvis BrownJarvis Brown
Service Desk Manager at LeidosService Desk Manager at Leidos