Microsoft Word
Jessica Fletcher
Portland,PA
Summary
Dedicated Clinical Field Manager with 7+ years’ experience empowering support teams by delivering exceptional customer service to healthcare personnel and patients. Proficient in handling end-to-end communication channels to address inquiries and troubleshoot issues effectively. Looking to leverage expertise and drive operations across client's support channels.
Overview
20
20
years of professional experience
Work History
Veterinary Nurse
Crown Veterinary Specialists
Lebanon, NJ
03.2020 - 06.2023
- Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
- Reviewed medical records and notes to discern nature of visit and tests or procedures needed.
- Provided emotional support to pet owners dealing with difficult diagnoses or treatments.
- Updated EMR's, CRM's and medical billing to ensure accurate records for all patients under my care.
- Educated clients on proper animal health care techniques, nutrition, preventative medicine.
- Monitored vital signs and administered medication according to prescribed protocols.
Lead Overnight Veterinary Technician
Westwood Regional Veterinary Hospital
Westwood, NJ
06.2019 - 01.2020
- Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
- Obtained relevant health history and information from clients to maintain medical charts.
- Addressed healthcare needs of animals by coordinating with veterinarians and following orders.
- Administered and monitored anesthesia for surgeries and operations.
- Communicated with clients regarding their pet's health status or progress reports following a procedure or illness diagnosis.
- Used high-tech equipment to assist in diagnostic, medical and surgical procedures.
RN Consultant/Marketing KNO2 Specialist
MCS Xerox
Flanders, NJ
02.2017 - 06.2019
- Identify and served as the primary point of contact for healthcare professionals eligible for KNO2 marketing campaign
- Provided education to staff on evidence-based practice standards utilizing the KNO2 software in order to improve outcomes for patients.
- Collaborated with interdisciplinary teams in identifying staff needs and developing individualized plans for equipment purchases with the addition of the KNO2 software.
- Provided clinical consultation to healthcare professionals regarding multiple areas of potential improvement utilizing the software once installed.
- Facilitated collaboration between healthcare practitioners and sales staff within my company.
Clinical Field Manager
St. Jude Medical, Neuromodulation Division
Plano, TX
06.2006 - 12.2016
- Created and organized the DBS Clinical Specialist position.
- Designed and implemented the first DBS Training Program.
- Served as the primary point of contact for healthcare professionals enrolled in the DBS Clinical Trial, delivering outstanding customer service on-site, via telephone, email, and chat communication channels
- Triaged incoming calls, emails, and chat messages from various healthcare facilities and internal clinicians, ensuring prompt resolution of inquiries and issues
- Monitored clinical sites in the operating suites and during patient visits to maintain operational efficiency and meet performance targets, escalating critical issues as necessary to higher support tiers
- Responded in real-time to support issues, resolving basic inquiries and escalating complex issues to appropriate support tiers for resolution
- Input data into an EMR system designed for clinical trials to accurately maintain the integrity of patient records and ensuring compliance with privacy regulations.
Operating Room/Emergency Department, RN
Various Hospitals and Facilities
09.2003 - 02.2015
- Care of Operating Room and Emergency Room patients.
- Demonstrated excellent customer service skills when interacting with customers both internally and externally.
- Identified potential emergency situations and responded quickly to stabilize the situation.
- Collaborated with other healthcare providers to deliver comprehensive patient care.
Education
Vet Assistant Program -
Morris County Vocational School
Denville, NJ05.2019
Associates Degree, Applied Sciences in Nursing - Nursing
County College of Morris
Randolph, NJ05-2003
Bachelors of Science, Exercise Science and Sports Studies - Exercise Science
Rutgers University
New Brunswick, NJ12-2001
Associates Degree, Humanities Arts and Sciences - Humanities
County College of Morris
Randolph Township, NJ05-1997
MBA, Marketing and Entrepreneurship -
Argosy University On-line
Skills
- Customer Support
- End User Feedback Management
- Salesforce Proficiency
- Technical Troubleshooting
- Customer Relationship Management
- Documentation & Reporting
- Cross-Functional Communication
- Active Listening
- Excellent Communication
- Time Management
- Passion For Providing Only The Highest Quality Services
- Customer Needs Assessments
- Client Loyalty And Retention
- Maintains Confidentiality With All Information
- Travel Booking Processes
- International and Domestic Travel Arrangements
- Team Player and Manager
- Brand Awareness
- Flexible Schedule
Software
Microsoft Excel
Microsoft PowerPoint
Microsoft Publisher
Microsoft Outlook
Microsoft OneNote
Microsoft Edge, Internet Explorer
Adobe Acrobat
Adobe Publisher
Adobe Illustrator
Adobe Firefly
Adobe Express
Affinity Designer 2
Affinity Photo 2
Canva
Midjourney
OpenAI Master
CapCut
Stabe Diffusion
Windows 10 and 11
Microsoft Defender
McAfee
Avast One
Command Prompt
PowerShell
VS Code
Zoom
Google Chrome
Google: Docs, Sheets, Slides, Forms
GMAIL
Python
PyCharm
Windows Media Player
VLC Media Player
ITunes
YouTube
DivXPlayer
PowerDVD
NotePad, NotePad
Obsidian
Notion
EverNote
Adroid
Adobe Creative Cloud Apps
Electronic Medical Records
Covetrus AVImark
IDEXX
Covetrus ImproMed
Instinct Science
ClienTrax
Interests
Boxing
Martial Arts
Snow skiing and snowboarding Water skiing and wakeboarding
Camping, hiking, rock climbing
Volunteer and rescue work with animals
Scuba Diving as a Rescue Diver for the volunteer Fire Dept
Volunteering as a Ski Patrol
Cooking
Learning Programming Languages
Soldering
Real Estate
Investments
Business Management
Emergency Medicine/Field Medicine
Nutrition: Humans and Animals
Dog Training
Continuing Education
Timeline
Veterinary Nurse
Crown Veterinary Specialists
03.2020 - 06.2023
Lead Overnight Veterinary Technician
Westwood Regional Veterinary Hospital
06.2019 - 01.2020
RN Consultant/Marketing KNO2 Specialist
MCS Xerox
02.2017 - 06.2019
Clinical Field Manager
St. Jude Medical, Neuromodulation Division
06.2006 - 12.2016
Operating Room/Emergency Department, RN
Various Hospitals and Facilities
09.2003 - 02.2015
Vet Assistant Program -
Morris County Vocational School
Associates Degree, Applied Sciences in Nursing - Nursing
County College of Morris
Bachelors of Science, Exercise Science and Sports Studies - Exercise Science
Rutgers University
Associates Degree, Humanities Arts and Sciences - Humanities
County College of Morris
MBA, Marketing and Entrepreneurship -
Argosy University On-line
References
References available upon request.
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