Jennifer Peavyhouse
Jamestown,TN
Summary
Compassionate Director of Patient Services known for high productivity and efficient task completion. Bring specialized skills in patient advocacy, healthcare policy implementation, and team leadership. Excel in communication, problem-solving, and adaptability to meet diverse patient needs and improve service delivery outcomes. Experienced nursing professional bringing demonstrated clinical expertise, leadership skills and technical knowledge. Proficient in updating charts, monitoring medications and working with multidisciplinary teams to optimize patient care. Quality-driven and efficient with strong interpersonal abilities. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards with a background in overseeing patient care operations and ensuring optimal service delivery. Experienced in implementing patient care policies, coordinating with medical professionals, and improving patient satisfaction levels. Strengths include strategic planning, team leadership, policy development, and conflict resolution. Past roles have resulted in improved operational efficiency and enhanced quality of patient services.
Overview
9
9
years of professional experience
Work History
Director of Patient Services
Quality Private Duty Care
Kingston, TN
01.2022 - Current
- Coach staff members on best practices when dealing with difficult situations involving patients.
- Implement policies, procedures, and standards for patient services to ensure quality care.
- Collaborates with the company's clinical and operational leaders to facilitate individual patient-centered care at all levels of the agency.
- Oversees staff hiring, assignments, evaluations, and guidance to ensure the employment of qualified staff. Nurses, and other staff members to ensure optimal patient care.
- Uses knowledge, experience, and other resources as necessary to make logical decisions, solve problems, analyze work processes, and make suggestions for improvement.
- Monitors performance of patient services staff to ensure compliance with established protocols.
- Maintains accurate records of all transactions relating to billing or payments for patient services.
- Implements changes in processes or systems based on feedback received from customers or employees.
- Participates in industry events or conferences related to healthcare delivery or customer service.
- Manages the daily operations of the patient services department, including budgeting and staffing.
- Conducts regular meetings with the management team to review progress on goals and objectives related to patient services.
- Provides guidance and support to staff in resolving customer service issues or complaints.
- Develops strategies to improve operational efficiency of the patient services department.
- Assist in developing new programs and initiatives aimed at improving the quality of care for patients.
- Creates reports summarizing activities within the department, such as admissions, discharges, and referrals.
- Collaborates with other departments within the organization on projects related to patient services.
- Ensures that all necessary documents were completed accurately prior to admission of a new patient.
- Analyzes data from surveys regarding customer satisfaction with regards to patient services.
- Serve as a liaison between hospital administration and external organizations, such as insurance companies.
- Evaluates current practices within the department and identified areas for improvement.
- Communicates with patients with compassion while keeping medical information private.
- Explains policies, procedures, and services to patients.
- Collaborates with multidisciplinary staff to improve overall patient care and response times.
- Builds work schedules and staff assignments, taking workload, space, and equipment availability into consideration.
- Maintains a records management system to process personnel information and produce reports.
- Maintains communication and transparency with governing boards, department heads, and medical staff.
- Recruits, hires, and trains new medical and agency staff.
- Maintains awareness of government regulations, health insurance changes, and financing options.
- Directs, supervises, and evaluates medical personnel.
- Manages changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
- Ensures implementation of a performance improvement program to drive quality care, positive patient outcomes, and address negative trends.
- Assesses need for additional staff, equipment, and services based on historical data and seasonal trends.
- Guide scheduling coordinators in developing a staffing model to drive excellent patient care and enhanced service delivery.
- Handles necessary employee corrective actions and discipline issues objectively, in consultation with HR
- Ensure the office's compliance with all regulations, laws, policies, and procedures. Helps educate all staff members about state, federal, and accreditation process.
- Ensures issues and deficiencies identified during internal or external surveys or audits are addressed and corrected.
- Assigns and directs staff with appropriate skills to perform duties, coaches, directs, and encourages staff through the use of formal and informal means.
- Addresses patient, family, and staff concerns as they arise.
Case Manager
Quality Private Duty Care
Kingston , TN
01.2020 - 02.2022
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Developed individualized care plans with input from clients and their families.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Monitored client progress through regular follow-up contacts.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Advised staff members on effective strategies for working with challenging client behaviors.
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Conducted home visits to assess the safety of living environments for clients.
- Counseled clients on available resources within the community that could help meet their needs.
- Maintained accurate case records and documentation according to agency guidelines.
- Compiled reports on cases and submitted them to supervisors as required.
- Provided referrals to appropriate health care providers or other community resources.
- Participated in professional development activities related to case management best practices.
- Collaborated with healthcare providers, lawyers, employers and other stakeholders involved in a client's case.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Maintained up-to-date case records with case activity status.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Assisted individuals with eligibility for available benefits.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Reviewed treatment plans against individual goals and healthcare standards.
- Monitored and kept meticulous records of patient treatment plans and response of patient to medication.
- Utilized case management software and databases for efficient information tracking.
- Provided referrals to appropriate medical, mental health, and social services.
- Managed caseloads effectively, ensuring timely documentation and reporting.
- Coordinated comprehensive care plans for clients to meet their individual needs.
- Developed and maintained relationships with community resources and service providers.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Consulted with staff on resolution of complex service issues.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
Clinical Nurse Manager
Healogics
Jamestown, TN
10.2015 - 08.2019
- Provided guidance and support to nursing staff members.
- Coordinated clinical activities in the Wound Care Center, which included care assessments, patient care planning, case management and implementation, and working with patient care improvement.
- Collaborated with the Program Director and the Medical Director to meet the Center's program objectives and help ensure optimal healing outcomes and patient satisfaction.
- Performed hyperbaric oxygen-related duties as needed.
- Provided staff development, which included instruction and orientation.
- Provided hands on care daily and maintained all patient charts and chart audits.
Education
Associate of Applied Science - Nursing
Roane State Community College
Harriman, TN05-2003
Skills
- Healthcare management
- Performance Appraisal
- Revenue Cycle Management
- Performance Improvement
- HIPAA Compliance
- Human Resources
- Clinical Supervision
- Employee Relations
- Care Coordination
Affiliations
I enjoy community activities, helping with local sports cheering them on and helping to raise money for local charities and those in need.
Timeline
Director of Patient Services
Quality Private Duty Care
01.2022 - Current
Case Manager
Quality Private Duty Care
01.2020 - 02.2022
Clinical Nurse Manager
Healogics
10.2015 - 08.2019
Associate of Applied Science - Nursing
Roane State Community College
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