Kerry-Ann Williams
Aberdeen,MD
Summary
- Compassionate healthcare professional with a Bachelors of Science in Interdisciplinary Studies concentrations in Sociology and Health Sciences. Demonstrated ability to effectively prioritize complex problems and respond in crisis situations. Skilled in crisis management, crisis intervention, patient assessment, triage, and immediate medical interventions. Capable of prioritizing complex problems quickly and respond appropriately in a crisis situation. Ability to carry out crisis management steps while withholding judgment on controversial behaviors and not imposing values during the client interactions.
Overview
18
18
years of professional experience
Work History
Switchboard Operator,Worked 30 Hrs/wk
Lancaster General Hospital
Lancaster, Pennsylvania
08.2020 - 04.2024
- Answered and transferred incoming calls to appropriate departments, personnel, or outside lines.
- Ensured active engagement with callers, texters, or chatters while efficiently managing documentation, researching resources, and promptly seeking assistance when required.
- Utilized paging technology within the organization to quickly connect with key people.
- Monitored and activated back-to-back emergency and code alarms, making emergency announcements, or routing emergency calls to appropriate locations.
- Responded to and appropriately routed 2,000 incoming calls per switchboard departmental guidelines for one shift.
- Operated telephone switchboard and routed calls to the correct destination.
- Educated physicians and hospital personnel to actively resolve issues with their new departmental pagers to ensure optimal function and efficiency.
- Handled 1000 pertinent medical practice answering service calls in a shift; made appointments, canceled appointments, and connected patients to on-call providers.
Social Science Internship Worked 30 Hrs/wk
Lancaster General Hospital
Lancaster, Pennsylvania
06.2023 - 08.2023
- Gathered reports and complaints and applied a framework to solve Inequity, Social Injustice, and Marginalization case studies
- Researched evidence-based cases on social injustice and reviewed data on the Lancaster Equity Profile, which can be used to help solve diversity, equity, and inclusion issues.
- Successfully applied a Cognitive Behavioral Therapy (CBT) framework, combined with the Antecedents, Behavior, Consequences (ABC) tool, to effectively address issues of inequity, social injustice, and marginalization for presentation to the Diversity, Equity, and Inclusion Department.
- Confidently presented CBT and ABC interventions, supported by data and evidence-based reports, along with targeted case study solutions, to effectively address inequity, diversity, inclusion, and marginalization to the Director of Operations for the Diversity, Equity, and Inclusion department.
- Effectively managed daily tasks and consistently met weekly goals and deadlines using Microsoft Office.
Nursing Internship- Worked 30 Hrs/wk
Phil haven Behavioral Health
Mount Gretna, Pennsylvania
02.2022 - 12.2022
- Ensured accurate documentation of patient care services, per agency policies.
- Interviewed the patient while remaining neutral on controversial behaviors and not imposing personal values during the interaction.
- Conducted psychosocial assessments to determine appropriate interventions.
- Conducts interviews and utilizes mental health assessment tools to assess emotional, functional, and/or psychological conditions.
- Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
- Applied mental health assessment skills to identify any impaired mental health of clients while maintaining therapeutic communication.
- Coordinated Psychosocial Treatment and introduced Group therapy to improve Pediatric and Adult interpersonal coping skills
- Created a brochure on coping skills for inpatient clients that focuses on suicide prevention and strategies for managing mental health crises.
- Developed a patient care plan utilizing SMART goals: Specific, Measurable, Achievable, Realistic, and Timely.
- Facilitated supportive therapy groups in both pediatric and adult behavioral health units.
- Successfully led coping skills classes for children, adolescents, and adults with mental health challenges, equipping them with the tools they need to effectively manage their emotions and enhance their well-being.
- Conducted interviews with individuals at a Narcotics Anonymous support group to collect data on outpatient clients.
- Proficient in the Epic (Electronic Portfolio of International Credentials) database system, used to document and access patient medical records and communicate with physicians and other team members.
- Collaborated with other team members to identify appropriate services for patients in crisis.
- Effectively prioritize complex problems quickly, and respond appropriately in a crisis.
Nursing Internship Worked 30 Hrs /Wk
Lancaster General Hospital
Lancaster, Pennsylvania
05.2022 - 08.2022
- Delivered direct nursing care to medical-surgical patients, including assessments, treatments, medications, and documentation of care.
- Monitored vital signs to identify early changes in patient conditions or treatment responses.
- Administered prescribed medications and treatments under approved nursing techniques.
- Utilized evidence-based practice guidelines when making decisions regarding patient care needs.
- Maintained accurate records of all patient interactions, treatments, medications administered, and any changes in condition.
- Adhered to hospital policies and procedures while providing quality, patient-centered care.
- Responded quickly and effectively to life-threatening situations, utilizing advanced cardiac life support protocols.
- Managed multiple tasks simultaneously while maintaining high standards of professional conduct.
- Prioritized workloads according to urgency levels ensuring timely completion of assignments.
- Demonstrated excellent interpersonal communication skills when interacting with patients, family members, physicians, or other healthcare professionals.
- Administered oral, intravenous (IV), and intramuscular medications while monitoring patient reactions.
- Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
- Interpreted and evaluated diagnostic tests to identify and assess the patient's condition.
- Created culturally and ethically sensitive care plans for patients with diverse backgrounds.
Customer Service Specialists Worked 40hrs/wk
West Corporations
El Paso, TX
08.2006 - 05.2009
- Assisted in resolving escalated customer complaints or issues promptly.
- Utilized active listening to address challenging patient issues and develop solutions for client concerns.
- Evaluated the quality of operators' customer service skills and reported results to management with recommendations.
- Demonstrated excellent telephone etiquette while managing challenging calls.
- Secured client retention by driving products and benefits around clients' needs.
- Employed active listening skills and asked open-ended questions to better understand the needs of customers during calls.
Education
Bachelor of Science - Interdisciplinary Studies
Coppin State University
Baltimore, MD05-2024
Some College (No Degree) -
Pennsylvania College of Health Sciences
Lancaster, PASkills
- Non Judgemental
- Crisis Intervention
- Client Education
- Family Education
- Care team collaboration
- Psychosocial Analysis
- Suicide Prevention
- Group therapy facilitation
- Therapeutic communication
- Safety Planning
- Recovery support
- Electronic Health Records Management
- Patient care planning
- Diagnostic tools experience
- Clinical judgment
- Quickly prioritize complex problems effectively
Accomplishments
- Honor Society Foundations of Leadership
The National Society of Leadership and Success | April 2024
Achieved Induction in the National Society of Leadership and Success Honor Society.
Complete the following modules:
Orientation (1 lesson)
Leadership Training Day (1 lesson) Success Networking Teams (3 lessons)
Speaker Broadcasts (3 lessons)
Volunteering
- Freedom Hills Therapeutic Riding
(33 Rolling Hill Ranch Lane, Port Deposit, Maryland ) | October 2023
- Organized fundraisers and events to support horse-riding lessons for vulnerable
populations, veterans and families
- Assisted with barn maintenance and daily activities.
Timeline
Social Science Internship Worked 30 Hrs/wk
Lancaster General Hospital
06.2023 - 08.2023
Nursing Internship Worked 30 Hrs /Wk
Lancaster General Hospital
05.2022 - 08.2022
Nursing Internship- Worked 30 Hrs/wk
Phil haven Behavioral Health
02.2022 - 12.2022
Switchboard Operator,Worked 30 Hrs/wk
Lancaster General Hospital
08.2020 - 04.2024
Customer Service Specialists Worked 40hrs/wk
West Corporations
08.2006 - 05.2009
Bachelor of Science - Interdisciplinary Studies
Coppin State University
Some College (No Degree) -
Pennsylvania College of Health Sciences
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