Latonya Brackeen
Lawrenceville,GA
Summary
A self motivated professional and articulate communicator; skilled in quickly engaging team members and audiences, establishing rapport and developing strong relationships. Diligent nursing professional with demonstrated success in emergency patient care. Agile and responsive to dynamic patient needs and environmental conditions. Team-oriented and reliable with expert healthcare knowledge, clear verbal and written communication skills and sound clinical judgment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Registered Nurse, Emergency Department
Northside Hospital Gwinnett
11.2019 - Current
- Lead BGCO Coordinators while managing processes to ensure customer and departmental objectives are met
- Evaluate individual performance through daily interactions, audits, monitoring and feedback from customers
- Assist with special projects and serve as a subject matter expert in a variety of quality improvement teams
- Perform data analysis and report on trends, root cause analysis and potential improvement opportunities
- Collaborate with other Verizon departments to ensure that accounts are compliant
- Identify errors, Processed and Approved Contracts for Business and Government Clients/Customers.
- Enhanced patient satisfaction by delivering compassionate, culturally sensitive care tailored to individual needs and preferences.
- Monitored medication dosages to prevent critical and potentially fatal patient incidents.
- Promoted a safe and supportive environment for both patients and staff members by adhering to infection control protocols, maintaining equipment, and following safety guidelines.
- Investigated and resolved issues affecting hospital operations and patient care.
- Improved patient outcomes by consistently providing high-quality emergency care and implementing evidence-based nursing practices.
- Prevented potential medication errors by diligently verifying orders, double-checking dosages, and administering medications according to established protocols.
- Collaborated with multidisciplinary healthcare teams to develop comprehensive care plans for patients presenting with diverse medical conditions in the Emergency Department.
- Delivered important IV and venous medications to control symptoms and provide effective treatments.
- Contributed to improved departmental performance metrics through prompt documentation of assessments, interventions, and patient responses in electronic medical records.
- Upheld professional nursing standards and ethical principles when advocating for patients'' rights, respecting their autonomy, and maintaining confidentiality at all times.
Patient Access Representative
Northside Hospital Gwinnett
11.2018 - Current
- Provided coaching and development to 12 Customer Service Professionals to drive success and meet objectives
- Designed a coaching strategy 'How to Coach a Perfect Ten' that drove team success to 2nd in the call center, and led to the adoption of the strategy from multiple leaders
- Led team to a Director's Cup, which awards the top Supervisor team in the call center
- Launched an initiative called 'The Results Team' that was successful with improving employee morale and awareness within the organization
- Championed employee development within the call center, moving 26 employees into a promotion or career development opportunity.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Providing excellent customer service by promptly answering patient inquiries.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Resolved customer complaints using established follow-up procedures.
- Resolved patient billing issues in line with established guidelines.
Student Nurse Extern
Grady Memorial Hospital
04.2021 - 01.2022
- Assist Management Support Professionals that handle escalated calls from our consumer call center
- Achieved a Leading performance rating for 2013, awarded to the Top 15% of Leaders across the enterprise that consistently exceeded company objectives
- Assisted with the selection, training, coaching and career development of 36 employees
- Developed a robust Management Support Team training and calibration process that produced results that consistently ranked 1st or 2nd in the South Area
- Strengthened De-escalation techniques across the South Area by providing reporting of trends and coaching opportunities as well as best practices outlined in my presentation 'How to Handle Escalations'
- Coordinated the center's floor support plan, monitoring Supervisor schedules to ensure a leadership presence is available at all times.
- Developed strong time-management skills by balancing multiple responsibilities during fast-paced hospital shifts.
- Collaborated with leadership to devise initiatives for improving nursing satisfaction, retention and morale.
- Performed frequent checks on life support equipment and made necessary adjustments to preserve optimal patient conditions.
- Assisted with patient transfers, observing safety protocols to prevent damage to patient and self.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Demonstrated commitment to teamwork by consistently stepping up when additional help was required or requested within the unit or department.
Education
Bachelor of Science - Nursing
Chamberlain University of Nursing
Atlanta, GA01.2023
Associate of Arts -
Trident Technical College
Charleston, SC03.2001
Skills
- Ethical Practice
- Equipment Sterilization
- Chronic Disease Management
- Privacy and confidentiality
- Needs Assessment
- Trauma Nursing Core Course (TNCC)
- Clear Patient Communication
- EKG Interpretation
- Medical Recordkeeping
- Certified in CPR/AED
- EMR / EHR
- Delegation and Motivation
- Accurate Documentation
Affiliations
- CCRN, AORN, ENA
Certification
- CEN - Certified Emergency Nurse
- PALS - Pediatric Advanced Life Support
Timeline
Student Nurse Extern
Grady Memorial Hospital
04.2021 - 01.2022
Registered Nurse, Emergency Department
Northside Hospital Gwinnett
11.2019 - Current
Patient Access Representative
Northside Hospital Gwinnett
11.2018 - Current
Bachelor of Science - Nursing
Chamberlain University of Nursing
Associate of Arts -
Trident Technical College