Leah Thorsby
LPN Office Nurse
New Bern,NC
Summary
Well-qualified medical professional with experience triaging patients and capturing information. Excellent communication, prioritization and multitasking abilities with sound judgment and compassionate nature. Background in clinic and Long Term Care environments. Analytical and strategic LPN with excellent problem-solving and time management skills. Organized, efficient and always willing to go extra mile to meet expectations. Knowledgeable and dedicated customer service professional with extensive experience in Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Service-focused LPN bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
28
28
years of professional experience
Work History
LPN Office Nurse
Coastal Carolina Health Care/New Bern Internal Med
New Bern, NC
01.2008 - Current
- Documented accurate and complete patient information to address patient problems and expected outcomes.
- Performed catheterizations.
- Assisted with appointments and discharges.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Performed routine evaluations of each patient's status, needs and preferences.
- Obtained patient vital signs and input/output measurements from inpatients.
- Used aseptic techniques to provide sterilized wound care and dressing applications.
- Comforted and counseled patients and families throughout care process.
- Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
- Cared for wounds, provided treatments and assisted with procedures.
- Educated patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
- Monitored and tracked patient vitals in Allsripts and Groupcast to keep team informed of changing conditions.
- Managed appointment calendar for scans, lab tests, and evaluations.
- Answered patient telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to patients, paying attention to special needs or wants.
- Assisted patient with setting appointments and special requests.
- Collected patient feedback and made process changes to exceed patient satisfaction goals.
- Developed community reputation through commitment to patient satisfaction and strong patient/nurse relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every patient by leveraging extensive knowledge and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with patients and staff.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 100 calls, emails and faxes per day, addressing patient inquiries, solving problems and providing information.
- Developed highly empathetic patient relationships and earned reputation for exceeding service standard goals.
- Provided excellent patient care by responding to requests, assisting with medical needs and handling patient care.
- Communicated professionally with colleagues, drug reps and patient.
- Cross-trained and provided back up for clinical manager
- Helped large volume of patients every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using EHR
LPN Office Nurse
East Carolina Internal Medicine
Pollocksville, NC
08.2000 - 01.2008
- Sterilized instruments and equipment and stocked unexpired supplies and medications to prepare patient care areas.
- Assessed patient health status based upon presented symptoms and directed patient to appropriate level of care or acceptable alternative venue.
- Completed paperwork and prior authorizations and scheduled appointments for patients.
- Prepared and administered vaccines and medications, collected specimens and performed other patient care tasks to assist physician with examinations and procedures.
- Reinforced health education, counseling and advice to patients and families and assessed patient educational needs, prioritized patient learning needs, identified barriers to learning and used educational tools to encourage non-adherent patients.
- Managed various general office duties such as answering multiple telephone lines, completing insurance forms and mailing monthly invoice statements to patients.
- Supported diagnoses by taking blood samples from patients for laboratory testing.
- Responded to patient requests with appropriate clinical and personal assistance.
- Reviewed patient history to verify conditions and current medications.
- Evaluated patient histories, complaints and current symptoms.
- Provided basic patient care and treatment, such as taking temperature and blood pressure and dressing wounds.
- Worked with multidisciplinary team to carry out successful treatment plans for diverse acute and chronic conditions.
Education
LPN Certificate of Nursing - Practical Nursing
Victoria School of Nursing
Seguin, TX08.1994
Skills
- Information Compiling and Auditing
- Work Planning and Coordination
- Nursing Staff Supervision
- Procedure Explanation
- Patient Medical Histories
- Type at least 40 WPM
- Calm and Professional Under Pressure
- Efficient and Detail-Oriented
- Understanding Patient Needs
- Patient Data Confidentiality
- Courteous with Strong Service Mindset
- Responding to Difficult Patients
- Call Documentation
- Building patient Trust and Loyalty
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Inquiry Requests
- Patient Inquiry Response
- Inbound and Outbound Calling
- Credit Card Payment Processing
- Critical Thinking
- Computer Proficiency
- Document and Records Management
- Administrative and Office Support
- Recommending Solutions
- Cultural Awareness
- Team-Oriented and Cooperative
- Excellent Attention to Detail
- Patient and Empathetic
- Solving Patient Concerns
- Answering Emails
- Policy and Procedure Adherence
- Proactive Self-Starter
- Establishing and Maintaining Patient Relationships
- Skilled in Microsoft Office
- Problem Investigations
- Website Navigation
- Effective Patient Communication
- Claims Investigations
- Credit and Debt Card Processing
- Superior Organizational Skills
- Positive Attitude and Energetic
- Office Equipment Operation
- Making Appointments
Volunteer with local church, local homeless shelter, Embrace Grace
- Volunteer at my local church at least monthly and also service on our Women's Ministry, Refresh, which is held every November as part of the decorating committee.
- Helped prepare food and dish out meals to over 100 people at our local RCS homeless shelter.
- Participate in our local Embrace Grace and have given my testimony to some of our mothers.
Timeline
LPN Office Nurse
Coastal Carolina Health Care/New Bern Internal Med
01.2008 - Current
LPN Office Nurse
East Carolina Internal Medicine
08.2000 - 01.2008
LPN Certificate of Nursing - Practical Nursing
Victoria School of Nursing
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