Jill M. Nicholas
Palm Beach Gardens
Summary
Compassionate and dedicated Registered Nurse with a broad range of experience seeking a career with an organization that will make use of my comprehensive health care skills and training that encompass Clinical and Telehealth Nursing, Nurse Educator and Advocate, Nurse Manager, Pharmacovigilance, Quality Improvement, Clinical Support, and Generative AI technology. I am committed to success and achieving goals, with a strong desire to improve patient interactions and resolutions My greatest strengths are flexibility, empathy, team building and the ability to think in critical and innovative ways to resolve immediate and long term concerns.
Overview
31
31
years of professional experience
Work History
Virtual Nurse Educator
IQVIA
Parsippany
06.2019 - Current
- Managed client inbound and outbound calls for rare disease patients, caregivers and healthcare providers (“customers”). Assessed clinical education needs using various methods, such as Motivational Interviewing and approved program assessments.
- Delivered industry-leading educational experiences to “customers” by integrating disease state information and program resources, use of Generative AI technology, such as Copilot and SmartAssist, patient support services, product training and support, Live Chat, and expertise in clinical nursing knowledge.
- Maintained detailed records of all “customer” interactions utilizing proprietary CRM and Microsoft PRM platform and telephony systems.
- Mentored and conducted orientation sessions for new program nurses, providing guidance and support in their transition to the role of virtual nurse educator.
- Adhered to client Adverse Event and Product Quality Report documentation and reporting guidelines.
- Adhered to client established Key Performance Indicators . Completed all mandatory company, product and disease state training and follow up training according to designated client and IQVIA timeline. Completed courses to develop new skills and enhance current skills through company learning resources and Linked in Learning.
- Participated in Client Program Meetings weekly Team Meetings, and monthly 1:1 meetings with Project Lead to discuss strengths , opportunities and goals.
RN Manager, DM, Operations
Conduent
Boca Raton
05.2018 - Current
- Responsible for the supervision of 15+ RN's (in house, and Remote) who handle inbound and outbound calls for the Pharmaceutical companies customers
- Assure nurses are meeting client objectives along with FDA regulations and guidelines(Adverse Event, Quality, reporting and Medical Affairs Escalations etc…), while at the same time providing world class customer service and connecting and developing a rapport with each and every customer
- Responsible for payroll, attendance, monitoring and calibration of calls
- If Nurses fall into an underperformer classification it is my responsibility to develop a formal plan with the nurse in order to identify areas of opportunity and that they are able to take calls independently meeting call requirements
- Address personal issues that may be affecting work quality, attendance, and to make sure they are happy to be at work every day by use of motivational techniques
- I make it a point to meet/call/Skype/email/IM with each team member on a daily and weekly basis to address any concerns as it is my goal to retain all of my nurses in regards to job satisfaction
- Developed a mutual respect with the nurses, Supervisors Clients and an open line of communication in order to improve/expande programs fo clients and nurses
- Focus on the 'Why' customers call
- Each interaction has the possibility to change someone's day in a positive manner care
- Grow telephonic nursing and focus on improvement
Registered Nurse, DIS, Team Lead
Conduent/TMS Health
Boca Raton
02.2011 - 05.2018
- Assist in managing, coaching, and monitoring a team of 15 to 20 RNs in the handling of inbound and outbound calls from consumers and healthcare professionals
- Provide client approved product information to consumers and healthcare professionals in a consistent and effective manner while maintaining and building customer relationships
- Handling the reporting and documenting of adverse events, product quality complaints, PIRs, patient assistance in a timely and efficient manner either by phone, email, postal mail, or fax
- Perform internal Quality Assurance documentation review to ensure compliance according to client and legal requirements
- Maintain accurate and detailed documentation focusing on client needs and legal requirements
Registered Nurse
Bethesda Memorial Hospital
Boynton Beach
07.2010 - 01.2011
- Attended academy to update my theoretical and clinical skills and critical thinking in the Nursing Process
- Worked on the medical surgical floor where I performed all levels of care and updated my computer skills, prioritizing, critical thinking necessary to be a quality nurse
- Performed all levels of care and updated my skills necessary to be a quality nurse
Ultrasound Technologist, Registered Nurse
Dr. Lucy Valencia D.O
Wellington
08.2009 - 06.2010
- Performed various ultrasounds on patients and implementing proper documentation
- Supported the office by working at the front desk completing multiple tasks such as billing, filing, and patient care
National Clinical Relations Specialist
American Institute of Healthcare
Plantation
02.2009 - 07.2009
- Provided education and information to prospective ultrasound students
- Coordinated clinical care to students enrolled in an online ultrasound program and placed them in appropriate externships via phone contact
- Maintained clinical relationships and necessary documentation for students until their graduation
- Responsible for student career development such as interviewing skills, resume writing, developing contacts, and applying for Registry examination
Group Therapist I/Case Manager/Registered Nurse
Oakwood Center of the Palm Beaches
West Palm Beach
01.2002 - 12.2007
- Helped clients build resiliency, facilitate recovery, and achieve reintegration into the community
- Delivered behavioral health care needs and expectations
- Coordinated care with team members to provide ongoing care for the clients
Home Health Coordinator/Registered Nurse
Home Health Corp. of America
Philadelphia
01.1996 - 12.1999
- Coordinated home health services for patients discharged from hospitals and other health care facilities
- Evaluated patient's needs and developed a plan of treatment with physicians specific to patient's diagnosis
- Consulted with internal staff of the home health agency to insure a smooth transition for patient
Registered Nurse/Team Leader
Florida Medical Center
Lauderdale Lakes
01.1994 - 12.1996
- Practiced both medical and surgical nursing, Geriatrics, Oncology, Orthopedics, Telemetry and Supervisor of Quality Assurance
- Responsible for the supervision and management of other team members, physicians, and support staff
- Developed and reviewed plans of treatment
- Worked with Quality Assurance and pain management therapy
- Miscellaneous Duties: Hospice R.N; in the very new development of stem cell therapy chosen by the FMC; Hospital staff and the University of Miami Hospital at Sylvester Cancer Institute
Education
RN Theory/Clinical Refresher Program -
Capscare RN Refresher Program
Lake Worth, FL01.2011
A.S Degree - Ultrasound Technology
Palm Beach Institute of Technology
Palm Beach, FL01.2008
A.S Degree - Nursing
Broward Community College
Broward, FL01.1994
B.S Degree - Psychology
Florida Atlantic University
Boca Raton, FL01.1987
Skills
- Clinical education
- Patient assessment
- Customer service
- Mentorship training
- Quality assurance
- Adverse Event reporting
- Clinical expertise
- Motivational interviewing
- Customer relationship management
- Generative AI technolgy
Accomplishments
- 2008, PBIT Ultrasound School class Valedictorian
- 1993-1994, Coral Springs Medical Center Scholarship
- 1991, Broward Community College Merit Scholarship
- 1984-1986, Member Psi Chi Psychology
- 1982-1983, Broward Community College Deans List
References
Available Upon Request
Continuing Education Certification
- 2015, OSHA/AIDS/HBV/HIV certification; ACLS/BCLS
- 2014, Domestic Violence OSHA/AIDS/HBV/HIV certification
- 2010, Prevention of Medical Errors
- 2007, OSHA/AIDS/BCLS certification
- 1996, OSHA/BLCS certification
- 1995, Chemotherapy Certification
- 1995, IV Certification
- 1994, BCLS Certification
- 1991, OSHA/AIDS/BCLS Certification
Timeline
Virtual Nurse Educator
IQVIA
06.2019 - Current
RN Manager, DM, Operations
Conduent
05.2018 - Current
Registered Nurse, DIS, Team Lead
Conduent/TMS Health
02.2011 - 05.2018
Registered Nurse
Bethesda Memorial Hospital
07.2010 - 01.2011
Ultrasound Technologist, Registered Nurse
Dr. Lucy Valencia D.O
08.2009 - 06.2010
National Clinical Relations Specialist
American Institute of Healthcare
02.2009 - 07.2009
Group Therapist I/Case Manager/Registered Nurse
Oakwood Center of the Palm Beaches
01.2002 - 12.2007
Home Health Coordinator/Registered Nurse
Home Health Corp. of America
01.1996 - 12.1999
Registered Nurse/Team Leader
Florida Medical Center
01.1994 - 12.1996
RN Theory/Clinical Refresher Program -
Capscare RN Refresher Program
A.S Degree - Ultrasound Technology
Palm Beach Institute of Technology
A.S Degree - Nursing
Broward Community College
B.S Degree - Psychology
Florida Atlantic University