Gwen M. Hager
Kannapolis,NC
Summary
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. Ambitious Certified Nursing Assistant possessing extensive experience with patient care in medical settings. Strong observational skills combined with excellent patient evaluation abilities. Proven history of cultivating strong patient rapport to provide quality care and patient education. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
35
35
years of professional experience
Work History
Patient Services Coordinator IV, CNA / Psychiatric Technician
Novant Health
04.2015 - Current
- Accomplishments and Related Skills: - Provide patient care in acute Psychiatric Unit, Med Surg Unit, CCU, Tele - Unit - Communicate professionally and effectively with all levels of employees and family members
- Measure vital signs (pulse, respiration, temperature, blood pressure, height, and weight) - Observe any physical, emotional, or behavioral changes that patients are having and report them in a timely manner and follow up as needed
- Collect specimens to include labeling according to policy and deliver to laboratory following proper handling
- Multi- phone line system - chart, and report patient's inventory of items that are brought into the unit - fax paperwork to courts
- Telephoned and interviewed patients and family members to obtain preregistration information and confirm appointments.
- Used EPIC to maintain electronic patient files, successfully maintaining patient files.
- Verified patient's insurance eligibility and benefits coverage through Epic and called companies.
- Oversaw monthly inventory orders to guarantee properly stocked office.
- Collected time of service payments and issued receipts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Compiled and tracked outstanding balances owed to medical facilities.
- Processed billing calls and answered questions from patients and third-party carriers.
- Assisted in reconciling deposit and patient collections.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Answer telephone calls to handle rescheduled, missed and reassigned visit requests.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
Supervisor, Med Tech, CNA
Churchill Retirement Home
08.2012 - 08.2013
- Duties, Accomplishments and Related Skills: - Provide patient care - Communicate professionally and effectively with all levels of employees and family members
- Administered medications and performed basic and advanced patient assessments.
- Communicated with patients and families to obtain patient medical histories and vital information.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Oversaw department updates such as changing methodologies and improving workflow.
- Interacted with patients and families while demonstrating high standards of performance, teamwork and compassion.
- Maintained patient confidence and protected hospital by keeping information confidential.
- Partnered with healthcare and administrative staff to create patient-centered, inviting and supportive environment for patients and families.
- Measure vital signs (pulse, respiration, temperature, blood pressure, height, and weight) - Observe any physical, emotional, or behavioral changes that patients are having and report them in timely manner and follow up as needed
- Collect specimens to include labeling according to policy and deliver to laboratory following proper handling
- Multi- phone line system - Put orders in MARS as directed by physicians - check inventory and order supplies for unit as necessary - Report, File and Break down charts as patients are discharged - passed medications as ordered by physicians
CNA, Restorative Aide
Brian Center
03.2008 - 02.2012
- Duties, Accomplishments and Related Skills: - provide patient residential care in a long-term facility - assist residents in long term care settings with activities of daily living as needed, as in bathing, feeding, dressing, changing beds, and charted in the computer
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Oversaw and maintained patients' rooms, group living areas and nurse stations.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Furthered skills by actively taking part in employee training and taking classes to improve skills.
- Worked in acute care setting and created individualized exercise programs for patients.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Assessed treatment plans and made adjustments for maximum benefits.
- Observed patients and report concerns to nursing staff for documentation - assisted patients with feeding as needed - used lift and other techniques to transfer patients as needed - monitored vital signs - helped with CNA and Nursing schedules - helped in Report, Medical Records, filing, scanning, copying, as ordered by the supervisor
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
CNA
Dudley's home Health
06.2004 - 05.2008
- Duties, Accomplishments and Related Skills: - Provide patient care - Communicate professionally and effectively with all levels of employees and family members
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Obtained client medical history, medication information, symptoms and allergies.
- Facilitated personal hygiene management, feeding and ambulation.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Measure vital signs (pulse, respiration, temperature, blood pressure, height, and weight) - Observe and charted any physical, emotional, or behavioral changes that patients are having and report them in timely manner and follow up as needed
- Got billable hours approved by client
- Filed hours bills at end of week.
CNA/Private Assistant
Naomi Ramsey
03.2003 - 05.2008
- Duties, Accomplishments and Related Skills: -This was private duty workers comp case
- Was hired by Mrs. Ramsey as private care giver and personal assistant
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Worked closely with insurance company with reports, and billing that was responsible for payment for myself and other employee's
- Worked for until family took over
- Provide patient care - Communicate professionally and effectively with other employees as well as family members
- Measure vital signs (pulse, respiration, temperature, blood pressure, height, and weight) - Measure and Recorded Blood Sugars, ac and hs - Observe any physical, emotional, or behavioral changes that patient was having and report them in timely manner to POA and Doctor
- Check inventory and order supplies
- Set up medications that were ordered by physicians - take her physician appointments - I worked closely with her lawyer in helping with paperwork for case
- Reporting, and filing of all information of bills, medication, employee's paperwork.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment.
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
CNA, Staffing Scheduler
Autumn Care
05.2002 - 06.2004
WARD CLERK
Lake Norman, CNA
04.2000 - 05.2002
CNA / WARD CLERK
Davis Hospital
02.1997 - 04.2000
WARD CLERK
Lake Norman, CNA
02.1995 - 02.1997
CNA / WARD CLERK
IMH
01.1994 - 02.1995
CNA / WARD CLERK
Lake Norman
02.1991 - 12.1993
Education
Certificate - CCP
Randolph Community College
Asheboro, NC11.2022
Medical Billing and Coding. - CCA
DeVry College
12.2021
Medication Aide, CPR -
Davidson County Community College
Thomasville, NC06.2017
CPI, FEMA - undefined
Novant Health Care
Certificate - MED TECH
Stanley College
CNA - undefined
Mitchell College, CNAII
11.1991
High School Diploma -
South Iredell High School
Statesville, NC06.1990
Skills
- Records Management
- Data Verification
- Accounts Payable and Accounts Receivable
- Coverage Determination
- Insurance Claims Analysis
Timeline
Patient Services Coordinator IV, CNA / Psychiatric Technician
Novant Health
04.2015 - Current
Supervisor, Med Tech, CNA
Churchill Retirement Home
08.2012 - 08.2013
CNA, Restorative Aide
Brian Center
03.2008 - 02.2012
CNA
Dudley's home Health
06.2004 - 05.2008
CNA/Private Assistant
Naomi Ramsey
03.2003 - 05.2008
CNA, Staffing Scheduler
Autumn Care
05.2002 - 06.2004
WARD CLERK
Lake Norman, CNA
04.2000 - 05.2002
CNA / WARD CLERK
Davis Hospital
02.1997 - 04.2000
WARD CLERK
Lake Norman, CNA
02.1995 - 02.1997
CNA / WARD CLERK
IMH
01.1994 - 02.1995
CNA / WARD CLERK
Lake Norman
02.1991 - 12.1993
Certificate - CCP
Randolph Community College
Medical Billing and Coding. - CCA
DeVry College
Medication Aide, CPR -
Davidson County Community College
CPI, FEMA - undefined
Novant Health Care
Certificate - MED TECH
Stanley College
CNA - undefined
Mitchell College, CNAII
High School Diploma -
South Iredell High School
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