Summary
Overview
Work History
Education
Skills
References
Timeline
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Heather LaBrake

Wilmington,NC

Summary

I am an experienced nursing professional with a proven track record of clinical expertise, leadership skills, and technical knowledge. My proficiency includes contact center management, project oversight, team management, monitoring and delivering patient centered care, and collaborating with multidisciplinary and cross-functional teams to enhance patient care outcomes. I am quality-driven, efficient, and possess strong interpersonal abilities, which enable me to excel in dynamic healthcare environments.

Overview

16
16
years of professional experience

Work History

Operations Manager

PPD
Wilmington, NC
12.2020 - Current
  • Leads the Medical Information program team in successfully executing daily operations, ensuring seamless product launches and program implementations.
  • Assisted in implementing new projects with newly hired staff at the facility
  • Maintained high-quality standards by providing effective feedback and guiding the client towards optimal solutions within established regulatory parameters.
  • Supports staff members so that contracted KPIs are met Interacts with the clients and internal stakeholders daily to discuss and resolve issues which may impact client operations.
  • Ensured that operations staff received necessary guidance, training, and support to meet company objectives.
  • Ensured adherence to strict regulatory guidelines while providing program feedback and maintaining quality measures.
  • Applied extensive medical/clinical knowledge to oversee program staff providing accurate medical/clinical information and performed thorough quality reviews on the work completed by RNs and PharmDs.
  • Ensures effective program training by overseeing all aspects of training sessions and managing curriculum development.
  • Acts as a resource for front line staff for assistance with managing their scope of service.
  • Directly manages a diverse staff by conducting interviews, preparing job descriptions, and facilitating professional development.
  • Oversees and/or completes development of client reports and procedural documents including operating guidelines, job aides, and standard operating procedures, as well as contract management including budget analysis, and contract modifications.
  • Maintains thorough program knowledge, with an emphasis on medical/clinical content (where applicable), troubleshoots program issues, monitors and ensures compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.
  • Acts as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new initiatives impacting the program.
  • Established and maintained effective communication and collaboration between departments.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Developed and maintained training materials, including job aids, handouts, and presentations.
  • Coordinated with subject matter experts in order to develop comprehensive training content.
  • Assisted in developing training plans for new hires and existing employees.
  • Identified areas for improvement within existing training programs and provided recommendations for change.
  • Delivered virtual instructor-led training sessions via video conferencing technology.
  • Assisted in creating an effective onboarding program for new employees

Medical Information Specialist

PPD
Wilmington, NC
04.2017 - 12.2020
  • Provided feedback to employees regarding quality issues and day to day interactions with consumers.
  • Actively sought ways to continue to engage employees through activities and learning opportunities.
  • Responded accurately and professionally to technical and medical information inquiries received via phone, email, internet or mail in reference to pharmaceutical or device products.
  • Analyzed caller's questions to formulate an accurate and concise response using client-approved resources and records inquiries and interactions in the appropriate databases following organizational, client and regulatory guidelines.
  • Identified, records and triaged adverse events and product complaints according to organizational, client and regulatory guidelines and provided additional support (including follow up) as needed.
  • Maintained thorough knowledge of project and corporate policies and procedures including client products, SOPs, protocols, GCPs, and applicable regulatory requirements.
  • Worked closely with internal and external stakeholders (up to and including members of client management) to resolve complex inquiries.

RN Nurse Charge - Travel

Atlas Medstaff
Malone, NY
01.2016 - 02.2017
  • Held multiple positions within this role including, First Triage, Nurse First, Preceptor and Team Lead - Charge.
  • Communicated directly with in house, and on call staff physicians, as well as other departments to facilitate care.
  • Monitored patient outcomes while providing guidance when needed and ensuring hospital protocols are upheld.
  • Trained new staff to improve overall throughput times and increase positive patient outcomes.
  • Provided high quality care in a fast-paced Emergency Department with minimal facility training.
  • Became proficient in facility specific systems and policies during self-study.
  • Managed a group of doctors, mid-level providers, Nurses, and technicians to monitor patient flow while maintaining quality care and assigning patients according to staff knowledge level and patient acuity.
  • Assessed, planned, implemented and evaluated nursing care for assigned patients.
  • Collaborated with physicians, nurses, therapists, social workers and other healthcare professionals to develop individualized treatment plans for each patient.
  • Ensured compliance with standards of professional practice as well as state and federal regulations related to health care delivery services.
  • Actively participated in quality improvement initiatives within the department
  • Provided leadership to the nursing team in managing patient care activities.
  • Monitored vital signs, administered medications, and performed other medical treatments as needed.
  • Maintained accurate records of patient progress, treatment plans, and discharge instructions.
  • Performed triage duties including assessing patients for severity of illness or injury, prioritizing needs and determining disposition of patients.
  • Assisted physicians in performing complex procedures such as intubations, chest tube insertions, central line placement.
  • Managed emergency room operations including staffing levels and scheduling shifts.

Registered Nurse - Charge

Alice Hyde Medical Center
Malone, NY
04.2008 - 01.2016
  • Conducted daily rounds to assess patient conditions, evaluate progress towards goals, and document changes in status or plan of care as needed.
  • Performed health education activities with patients to promote understanding of medical condition and self-care skills.
  • Assisted with admission and discharge planning for assigned patients. Served as a preceptor for new nurses by providing orientation to unit policies and procedures, coaching on clinical skills, and mentoring on professional development issues.
  • Maintained accurate records of all treatment interventions provided to each patient.
  • Collaborated with other departments such as pharmacy, laboratory services, physical therapy, to ensure proper delivery of services.
  • Delegated tasks appropriately among staff members according to their qualifications.
  • Responded quickly to emergent situations such as cardiac arrest or respiratory distress.
  • Provided emotional support for families facing difficult decisions regarding end-of-life care.
  • Supervised licensed practical nurses and certified nursing assistants.
  • Charge Nurse in the Emergency Department/Med Surge which included responsibilities such as triaging patients, managing staff and throughput times, assigning patients to staff according to acuity and staff knowledge, coordinating transfer of care if higher level was needed.
  • Evaluated patient outcomes against established standards of care.
  • Created individualized patient plans based on assessment findings.
  • Monitored clinical outcomes to identify opportunities for improvement in care delivery.
  • Collaborated with other healthcare professionals to coordinate care for patients.
  • Coordinated orientation program for newly hired RNs.
  • Facilitated communication between physicians, nurses, ancillary departments, families and other healthcare providers.
  • Educated patients and families about their illness or injury; treatment options; medications; follow-up care instructions;.

Education

MBA - Business Administration and Management

Walden University
Minneapolis, MN

BBA - Business Administration and Management

Walden University
Minneapolis, MN

Associate of Science - Nursing - RN

Suny NCCC
Malone, NY

Skills

  • Effective Decision-Making
  • Licensed RN
  • Performance monitoring
  • Team Leadership
  • Staff Supervision
  • Staff Training
  • Medical Records Management
  • Documentation Control
  • Documentation And Reporting
  • Issue Resolution
  • Detail Oriented
  • Conflict Resolution
  • Solution Oriented
  • Effective Communication
  • Critical Thinking
  • Medical and Scientific Knowledge
  • Ethical Awareness

References

References available upon request.

Timeline

Operations Manager

PPD
12.2020 - Current

Medical Information Specialist

PPD
04.2017 - 12.2020

RN Nurse Charge - Travel

Atlas Medstaff
01.2016 - 02.2017

Registered Nurse - Charge

Alice Hyde Medical Center
04.2008 - 01.2016

MBA - Business Administration and Management

Walden University

BBA - Business Administration and Management

Walden University

Associate of Science - Nursing - RN

Suny NCCC

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Heather LaBrake