Janeia Martin
Healthcare Professional
RIVERDALE,IL
Summary
Dedicated leader with 20 years of healthcare and 16 years of dialysis experience in a high-volume patient-centered health system. Exceptional multitasker with exemplary time management skills. Known for being organized and dependable, successfully managing multiple priorities with a positive attitude. Willing to take on additional responsibilities to meet team goals. Adept at working with diverse patients, addressing their education, and concerns/complaints, and exceeding admission targets. Highly skilled in providing exceptional customer service, with a reputation for resolving problems and improving customer satisfaction. Possesses versatile skills in project management, problem-solving, and collaboration. Brings a fresh perspective and a strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Adept at immediate response to emergencies, quickly assessing multiple factors, and making appropriate decisions. Seeking a full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
22
22
years of professional experience
Work History
Kidney Care Advocate
Fresenius Medical Care NA
07.2023 - Current
- Assisted in developing efficient patient-centered care models to enhance overall service quality.
- Managed approximately 50 incoming calls, emails, and faxes per day from the medical care team and patients.'
- Successfully managed an average of 40 admissions per quarter.
- Maintained detailed records of patient interactions, contributing to a well-organized case management system.
- Conducted thorough assessments of patients'' needs, creating customized plans to address specific concerns effectively.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Provided empathetic support to patients during challenging times, fostering trust and strong rapport.
- Evaluated program effectiveness regularly, identifying areas for improvement and implementing necessary changes accordingly.
- Established strong partnerships with community organizations for resource referral purposes, expanding the range of available assistance options for patients in need.
- Prepared documents and reports for clinical reviews.
- Coordinated multidisciplinary care teams for comprehensive patient support and optimal outcomes.
- Participated in facility meetings with the care team to develop successful patient admissions, training, and management of treatment plans.
- Entered timely and accurate data into electronic medical records to communicate member needs.
- Reduced hospital readmission rates through diligent follow-up calls and proactive intervention strategies.
- Enhanced patient care by implementing personalized treatment plans and monitoring progress.
- Collaborated with healthcare providers to facilitate smooth transitions of care for patients across different settings.
- Increased efficiency within the care team by facilitating open communication channels among all members involved in a patient''s plan of care.
- Conducted patient assessments to determine candidacy for Home Therapy trainings.
- Improved patient satisfaction with tailored support and resources based on individual needs.
- Educated patients about available resources, enabling informed decision-making regarding their care options.
- Empowered family members by providing education on navigating the healthcare system, enabling them to make informed decisions for their loved one.
- Documented activities and progress in electronic medical record per defined policy and procedures.
- Participated in ongoing professional development opportunities to stay current on industry best practices and trends in patient advocacy.
- Streamlined communication between patients, families, and healthcare providers, ensuring timely updates and accurate information sharing.
- Monitored adherence to medical protocols closely, ensuring proper implementation of necessary treatments or interventions.
- Advocated for patients'' rights, ensuring access to appropriate services and fair treatment within the healthcare system.
- Provided crisis intervention support when necessary, helping stabilize situations and connect individuals with appropriate services quickly.
- Promoted a supportive and inclusive environment among care team members, fostering collaboration and mutual respect.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard the confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Trained new staff on proper documentation, case management, and following up on referrals.
- Facilitated communication between patients and various departments and staff.
- Resolved customer complaints using established follow-up procedures.
- Taught patients and families to use at-home medical equipment.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Answered incoming calls, scheduled appointments and case management.
Dialysis Home Therapy Adm./Technician III
US Renal Care
05.2022 - 07.2023
- Assisted with home visits (initial/annual/lab draws)
- Communicated and helped coordinate care with physicians/patients/home therapy team
- Explained dialysis procedures and hemodialysis machine operation to patients prior to treatment to ease anxieties
- Tracked and follow up with patients that missed clinic visit and assist with developing a plan
- Receive and monitor ancillary supply inventor and rotated stock
- Coordinated and facilitated Kidney Care Options education sessions
Acute Patient Care Technician/Preceptor III
Lutheran Health Network/Fresenius Inpatient Acute
06.2021 - 11.2022
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Assembled admissions pages and added new pages to patients' charts
- Recognized changes in each patient's condition and adjusted dialysis treatments on daily basis
- Assisted in providing each chronic and acute renal patient with compassionate and dedicated plan of care for treatment
- Performed emergency medical procedures such as basic cardiac life support (BLS), advanced cardiac life support (ACLS) and other condition-stabilizing interventions
PCT III / Access Coordinator / Clinical Preceptor
Fresenius Medical Care NA
10.2018 - 06.2021
- Worked with patients to ascertain issues and make referrals to appropriate specialists
- Offered simple, clear explanations to help patients and families understand clinical policies and dialysis procedures
- Collaborated relationships with all dieticians, social workers, nurses, clinical managers, vascular access, and other team health professionals
- Overseen staff education and mentorship to promote and maintain quality outcomes
- Supported organizational commitment to Quality Enhancement Program (QEP) and CQI Activities, including those related to patient satisfaction, and actively participated in process improvement activities that enhanced likelihood that patients will achieve organizational Quality Enhancement Goals (QEP)
Patient Care Technician II
DCI Dialysis Clinic Inc.
01.2017 - 07.2018
Assistant Store Manager
Family Dollar
10.2016 - 07.2017
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning
Patient Care Technician II
DaVita Dialysis
01.2010 - 07.2017
Patient Care Technician II
Fresenius Medical Care
07.2008 - 07.2010
- Evaluated vascular access for patency and vascular access during treatment; including arterial and venous monitoring pressures, provided appropriate intervention as needed, documented and reported any unusual findings to nurse supervisor
- Initiated dialysis treatment according to prescribed orders including blood flow (QB) and dialysate flow (QD)
- Monitored patients' response to dialysis therapy during treatment, and conducted machine safety checks ensuring appropriate safety alarms are enabled according to facility policy
- Reported any change or unusual findings to nurse supervisor
Event Coordinator/Budget Analyst
Kentucky State University
08.2002 - 01.2004
- Monitored and reported budgetary discrepancies to senior management to maximize reporting efficiency and finalized spending plans
- Worked with Department Administrators throughout year to ensure adherence to budget policies; prepared schedules for monthly financial reports, and used accounting reports to compile financial activity
- Assisted in preparation of reports forecasting year end results and identifying budget variances
- Conducted research, made site visits, and found resources to help make decisions about event possibilities
- Negotiated vendor contracts and pricing
- Ordered and sent invitations, maintained record of registered guests, created agendas and programs
- Set up lodging/meals for participants and A/V equipment for presentations and coordinated social activities, preparing gifts, name tags, materials, and arranged transportation
Education
Bachelor of Arts - Public Administration
Kentucky State University
Frankfort, KY05.2001
Skills
- Ability To Adapt
- Effective Time Management
- Microsoft Office
- Critical Thinking and Problem Solving
- Ability to Work Under Pressure
- Organizational Skills
- Customer Service
- Leadership Skills
- Training and mentoring
- Healthcare knowledge
- Team Collaboration
- Relationship Building
- Communicating to Patients and Families
- Calm and Effective Under Pressure
Timeline
Kidney Care Advocate
Fresenius Medical Care NA
07.2023 - Current
Dialysis Home Therapy Adm./Technician III
US Renal Care
05.2022 - 07.2023
Acute Patient Care Technician/Preceptor III
Lutheran Health Network/Fresenius Inpatient Acute
06.2021 - 11.2022
PCT III / Access Coordinator / Clinical Preceptor
Fresenius Medical Care NA
10.2018 - 06.2021
Patient Care Technician II
DCI Dialysis Clinic Inc.
01.2017 - 07.2018
Assistant Store Manager
Family Dollar
10.2016 - 07.2017
Patient Care Technician II
DaVita Dialysis
01.2010 - 07.2017
Patient Care Technician II
Fresenius Medical Care
07.2008 - 07.2010
Event Coordinator/Budget Analyst
Kentucky State University
08.2002 - 01.2004
Bachelor of Arts - Public Administration
Kentucky State University
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