HEATHER HEATON
O'Fallon,MO
Summary
Registered Nurse with 20+ years of clinical nursing experience and 8+ years providing telephonic triage and telephonic medical case management support. Experienced in injury and illness assessment, first aid/home treatment recommendations, telephonic patient triage, and care coordination. Skilled in documenting medical encounters, communicating with clients, and guiding individuals to the appropriate level of care. Background includes surgical nursing, critical care, and telephonic health services. Dedicated to delivering high-quality care, accurate documentation, and exceptional client service while adhering to clinical guidelines, case management procedures.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Nurse Case Management / Health Information Line
Cigna Health Insurance
01.2017 - Current
- Perform telephonic nursing assessments and triage to evaluate symptoms, injuries, and illnesses and determine the appropriate level of care or medical intervention.
- Provide first aid guidance and evidence-based medical recommendations using established clinical triage protocols.
- Conduct telephonic assessments and assist members in navigating appropriate healthcare services.
- Document patient interactions, assessments, recommendations, and follow-up plans in electronic case management databases.
- Educate members regarding health concerns, treatment options, preventive care, and appropriate use of healthcare resources.
- Communicate effectively with members to ensure clear understanding of care instructions and next steps.
- Assist with care coordination and transfer of cases to appropriate programs or specialized care teams when additional case management is required.
- Maintain excellent customer service and professional communication while supporting individuals in a remote telephonic healthcare environment.
- Follow clinical guidelines and case management procedures to ensure safe and appropriate patient recommendations.
- Remote
Staff Nurse – Surgical Services
Barnes-Jewish Hospital
St. Louis, MO
01.2015 - 01.2017
- Provided specialized nursing care for neurosurgical patients, including those with brain tumors, traumatic injuries, spinal deformities, and neurological conditions.
- Conducted comprehensive patient assessments and monitoring throughout surgical procedures.
- Collaborated with surgeons, anesthesia providers, vendors, and interdisciplinary teams to coordinate patient care and ensure procedural readiness.
- Maintained accurate clinical documentation and patient records.
- Supported adherence to hospital safety standards, regulatory requirements, and clinical care protocols.
Staff Nurse – Surgical Services
Aureus Medical
01.2010 - 01.2015
- Delivered direct patient care across multiple surgical specialties, including orthopedics, neurosurgery, plastics, ENT, vascular, ophthalmology, gynecology, and general surgery.
- Performed patient assessment, monitoring, and surgical support to ensure optimal patient safety and outcomes.
- Coordinated with physicians, anesthesia providers, and surgical teams to deliver high-quality patient care.
- Maintained sterile surgical environments and compliance with clinical safety standards.
- Travel Nurse (Various U.S. Locations)
Staff Nurse – Surgery (On-Call)
Boone Hospital
Columbia, MO
01.2008 - 01.2010
- Provided nursing support during emergent surgical procedures across multiple specialties.
- Coordinated with PACU and surgical teams to ensure safe patient transitions and continuity of care.
- Prepared operating rooms and equipment while maintaining sterile technique and safety standards.
Staff Nurse – Critical Care Unit
Audrain Medical Center
Mexico, MO
01.2003 - 01.2004
- Delivered direct care to critically ill patients, including continuous monitoring and clinical interventions.
- Collaborated with physicians to stabilize patient conditions and improve outcomes.
- Provided education and support to patients and families regarding treatment plans and care needs.
Education
Bachelor of Science in Nursing - BSN
Central Methodist University
Fayette, MOAssociate Degree in Nursing - ADN
Moberly Area Community College
Moberly, MOLicensed Practical Nurse Certificate - undefined
Moberly Area Community College
Mexico, MOSkills
- Telephonic Medical Case Management
- Telephonic Triage & Symptom Assessment
- First Aid Recommendations
- Injury & Illness Assessment
- Clinical Documentation & Case Management Systems
- Patient & Client Education
- Care Coordination & Case Transfer
- Healthcare Customer Service
- Regulatory Compliance & Clinical Guidelines
- Interdisciplinary Communication
- Remote Nursing & Telehealth Service
Certification
- Registered Nurse – Missouri Compact License
- Registered Nurse – California
Timeline
Nurse Case Management / Health Information Line
Cigna Health Insurance
01.2017 - Current
Staff Nurse – Surgical Services
Barnes-Jewish Hospital
01.2015 - 01.2017
Staff Nurse – Surgical Services
Aureus Medical
01.2010 - 01.2015
Staff Nurse – Surgery (On-Call)
Boone Hospital
01.2008 - 01.2010
Staff Nurse – Critical Care Unit
Audrain Medical Center
01.2003 - 01.2004
Associate Degree in Nursing - ADN
Moberly Area Community College
Licensed Practical Nurse Certificate - undefined
Moberly Area Community College
Bachelor of Science in Nursing - BSN
Central Methodist University
Awards
Clinical Excellence Award, Peggy Sterner Scholarship