Kneisha Serna
Green Bay
Summary
Experienced Emergency Department Unit Secretary and Patient Care Professional with a proven ability to coordinate patient care, communicate critical information, and support efficient department operations in fast-paced healthcare settings. Proficient in Epic and PulseCheck, Patient transfers, Life Flight coordination, hospitalist communication, behavioral health monitoring , and medical documentation. Known for strong organizational skills, attention to detail, compassion for patients, and the ability to thrive in high-pressure situations while maintaining professionalism and accuracy.
Overview
17
17
years of professional experience
Work History
CNA/ER Unit Secretary
Campbell County Health
01.2024 - 05.2026
- Provided high-quality patient care, ensuring comfort and safety in daily activities.
- Assisted nursing staff with medical procedures and documentation for accurate patient records.
- Monitored vital signs, reporting changes to healthcare team for timely interventions.
- Trained new staff on best practices for patient care and safety protocols.
- Implemented infection control measures to maintain hygiene standards within healthcare environment.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Strengthened communication skills through regular interactions with others.
- Maintained competency in trauma care protocols as an active member of the hospital''s trauma response team, addressing the unique needs of injured patients expediently.
- Utilized Epic and Pulsecheck systems to document patient information, review medical records, and support patient care workflows.
- Arranged interfacility transfers and coordinated life flight and ground transportation for critically ill and injured patients while maintaining continuous communication with Emergency Department Providers, hospitalists, and specialty physicians.
- Provided 1:1 patient observation for individuals requiring continuous monitoring due to behavioral health concerns, suicide precautions, or safety risks.
Administrative Assistant
ERA Priority Real Estate
11.2019 - 10.2022
- Supported efficient operations by managing errands like dropping off lockboxes and clerical tasks such as business correspondence.
- Wrote purchase agreements, disclosures and other contractual documents, using DocuSign to obtain signatures and complete paperwork.
- Organized and maintained systems to track leads coming from social media, website and other funnels.
- Responded to requests for immediate office support, such as data searches, office memo drafts or reference retrievals.
- Oversaw filing systems and scanned documents to manage physical and electronic documents and information.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
Call Center Representative
IntelliSource
10.2016 - 01.2018
- Communicated with customers to assess and address their individual needs, providing them with timely and quality support.
- Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Maintained high levels of customer satisfaction and retention by resolving customer issues.
Server
Black Eyed Pea Restaurant
12.2015 - 08.2016
- Educated customers on product and service details and information.
- Relayed orders to bar and kitchen by quickly and accurately recording guest selections and keying them into the register.
- Maintained clean dining room, lobby and service areas at all times.
- Developed and maintained positive working relationships with others to reach business goals.
- Delivered quality service by providing a warm and welcoming environment.
Server/Hostess
Prime Rib Restaurant
11.2009 - 09.2015
- Established and maintained a positive work environment.
- Addressed diner complaints with kitchen staff and served replacement menu items promptly.
- Developed knowledge about products and sales items to answer customers' questions.
- Monitored dining rooms for seating availability, service, safety and well-being of guests.
- Prepared for large parties and reservations, anticipating planning and staffing needs.
Education
Dental Assistant - Dental Assistant
Big Horn Dental Clinic
Gillette, WY01-2013
High School Diploma - undefined
Westwood High School
Gillette, WY01-2009
CNA License - Health Education
Campbell County Health
Gillette, WY 04-2024
BLS Certified - Healthcare
Campbell County Health
Gillette, Wy 01-2024
Skills
- Customer support
- Client assistance
- Answering questions
- Call center
- Customer service optimization
- Complaint resolution
- Problem-solving skills
- Account Management
- Customer Relationship Management
- MLS
- Mail management
- Document retrieval
- Multi-line phone systems
- Technologically savvy
- Excel spreadsheets
- Attention to detail
- Basic life support
- Maintaining confidentiality
- Patient transfers
- Emergency response
- Clinical documentation
- Wound care
- Problem-solving
- Multitasking and organization
- Critical thinking
- Professional communication
- Specimen collection
- Epic Electronic Health Records
- Pulsecheck Emergency Department Information System
- 1:1 patient observation
- Fast-paced Environment Experience
- Medical terminology
Additional Information
- My strengths include but are not limited to:
- Team-Oriented
- Friendly, Self-Motivated, and Respectful
- Trustworthy
- Quick Learner
- Responsible and reliable co-worker
- Calm under Pressure
- Problem Solving
- Compassionate patient care
- Managing Emergency situations
- Adaptability
- Strong Communicator
- Medical documentation accuracy
Timeline
CNA/ER Unit Secretary
Campbell County Health
01.2024 - 05.2026
Administrative Assistant
ERA Priority Real Estate
11.2019 - 10.2022
Call Center Representative
IntelliSource
10.2016 - 01.2018
Server
Black Eyed Pea Restaurant
12.2015 - 08.2016
Server/Hostess
Prime Rib Restaurant
11.2009 - 09.2015
High School Diploma - undefined
Westwood High School
Dental Assistant - Dental Assistant
Big Horn Dental Clinic
CNA License - Health Education
Campbell County Health
BLS Certified - Healthcare
Campbell County Health