JOHN PURVES
Kiel,WI
Summary
Experienced healthcare professional of Clinical Service, Referral/Claims Management, and Customer Service Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
21
21
years of professional experience
Work History
Supervisor, VACCN Appointment Scheduling
Optum
04.2024 - Current
- Leading and managing a team of inbound agents who receive calls from veterans and providers
- Creating various production reports to present the team's daily/weekly/monthly metrics
- Presenting the team production/metrics to management; providing strategies for improvement
- Coaching 1x1's with each team member for performance reviews/action plans to improve weaknesses and develop strengths
- Developing goals for the team and individual agents based on performance and skill set
- Conducting development and production meetings with the team
- Multitasking and collaborating with leadership to ensure veteran needs are being met
- Setting priorities for the team to ensure task completion and performance goals are met (ie
- Quality, Adherence, Service Level..)
- Handling escalated calls to resolve issues
- Creating job training aides
- Identify and resolve operational problems using defined processes, expertise, and judgment
- Proactively identify opportunities and gaps impacting the operation.
Appointment Scheduling Representative / Registered Nurse
Pearl / OptumServe (contract with Department of Veterans Affairs)
02.2021 - Current
- Assisting veterans with finding the appropriate level of medical care in their local communities
- Analyzing medical referrals from the VA to determine the specific healthcare needs of veterans
- Communicating with medical providers and veterans directly to obtain information and answer their questions
- Documenting and charting all activities thoroughly and accurately in Mednet / HSRM / Citrus systems
- Collaborating with other nurses/agents on various project teams to meet specific/specialized goals.
Handyman / Stock Trader
Self-Employed
06.2017 - Current
- Proactively seeking out investment/trading seminars to learn more strategies and achieve higher results
- Utilizing various trading tools/technology to analyze the activity of investment securities and make trades
- Buying/selling stocks and options to maximize profits and minimize losses
- Completing a variety of home and landscaping projects, also providing general labor.
Registered Nurse
Willow Creek Behavioral Health
12.2016 - 06.2017
- Assessed patients' mental health status, suicide risk level, and physical status
- Administered medications to patients; explained use and side-effects
- Completed new patient admissions, and completed patient discharge processes.
Dialysis Nurse
DaVita
08.2016 - 12.2016
- Prepared dialysis machines for patient use; connected patient to dialysis machine
- Verified all sterilization standards have been met prior to treatment
- Assessed and monitored patients before, during, and after dialysis treatment
- Documented various treatment data regarding patient dialysis treatments.
Hospice Nurse
Unity
08.2015 - 03.2016
- Admitted new patients onto the hospice/palliative program
- Explained program details to patients/families
- Assessed for hospice eligibility
- Completed thorough nursing assessments for new and existing patients
- Provided crisis care for patients with acute symptoms
- Conferenced with other medical professionals.
Handyman / Stock Trader
Self-Employed
03.2009 - 08.2015
- Bought/sold stocks and options to maximize profits and minimize losses
- Utilized various trading tools/technology to analyze the activity of investment securities and make trades
- Proactively sought out investment/trading seminars to learn more strategies and achieve higher results
- Completed a variety of home and landscaping projects, also provided general labor.
Customer Service Specialist
Humana
06.2008 - 03.2009
- Resolved customer questions about medical claims and insurance policies
- Provided high level of customer service.
Handyman / Stock Trader
Self-Employed
06.2005 - 06.2008
- Bought/sold stocks and options to maximize profits and minimize losses
- Utilized various trading tools/technology to analyze the activity of investment securities and make trades
- Proactively sought out investment/trading seminars to learn more strategies and achieve higher results
- Completed a variety of home and landscaping projects, also provided general labor.
Special Education Teacher
Keystone Youth Services / Alicante School
08.2003 - 06.2005
- Instructed severely-emotionally disturbed (SED) students (grade 9-10) in a variety of subjects
- Provided role-modeling with 'Life Skills' focus, and enhanced successful transition back into public school.
Education
Associate of Science / Professional Nursing -
Rasmussen College
09.2013
Associate of Applied Science - Networking Technology
Heald College
07.2002
Associate of Applied Science - Computer Technology
Heald College
01.2002
Master of Science - Counseling
National University
10.1998
Bachelor of Arts - U.S. History/Psychology
University of California, Davis (U.C.D.)
06.1995
Skills
- Patient assessment (physical/behavioral)
- Time management / prioritization
- Infection control / patient safety
- Leadership / teamwork
- Critical thinking / decision making
- Communication / listening
- Monitoring vital signs / pain management
- Medication administration
- Patient admission / discharge processes
- EPIC / Cerner / Meditech / Kronos
- HIPAA awareness
- Documentation / accuracy / record keeping
- Healthcare software / electronic health records
- Kindness / empathy
- Mednet / HSRM / Citrus systems
- Patient / family education
- Customer service skills
- Strong telephone etiquette and interpersonal skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Process Improvement
- Policy Enforcement
- Multitasking
- Time Management
- Excellent Communication
- Adaptability and Flexibility
- Organizational Skills
- Team building
- Interpersonal Skills
- Adaptability
- Written Communication
Rnexperience - Description
Registered Nurse (RN) with direct clinical experience in hospice, dialysis, rehabilitation, long-term care, medical/surgical, and psychiatric/mental health services.
Supervisorexperience - Description
Supervisor with experience related to referrals, claims, initial research and call center inbound/outbound processes on the administrative side of healthcare.
Timeline
Supervisor, VACCN Appointment Scheduling
Optum
04.2024 - Current
Appointment Scheduling Representative / Registered Nurse
Pearl / OptumServe (contract with Department of Veterans Affairs)
02.2021 - Current
Handyman / Stock Trader
Self-Employed
06.2017 - Current
Registered Nurse
Willow Creek Behavioral Health
12.2016 - 06.2017
Dialysis Nurse
DaVita
08.2016 - 12.2016
Hospice Nurse
Unity
08.2015 - 03.2016
Handyman / Stock Trader
Self-Employed
03.2009 - 08.2015
Customer Service Specialist
Humana
06.2008 - 03.2009
Handyman / Stock Trader
Self-Employed
06.2005 - 06.2008
Special Education Teacher
Keystone Youth Services / Alicante School
08.2003 - 06.2005
Associate of Science / Professional Nursing -
Rasmussen College
Associate of Applied Science - Networking Technology
Heald College
Associate of Applied Science - Computer Technology
Heald College
Master of Science - Counseling
National University
Bachelor of Arts - U.S. History/Psychology
University of California, Davis (U.C.D.)