Letitia Biggs
Healthcare customer service representative
Brooklyn,NY
Summary
I will be an asset to your company. I possess excellent verbal skills and my goal is to service your patrons well in order to have satisfactory outcomes.
Good customer services are crucial for a flourishing company and I’d like to be part of that.
Dedicated professional with clinical practicum experience and passion for delivering quality healthcare. Skilled at establishing care plans and educating patients and families. Offering caring bedside manner, patient-centric focus and expertise in discharge management.
Driven nursing professional with several years of experience in care environments. Talented at conducting patient assessments, developing individualized care plans and implementing prescribed orders. Successful at delivering high-quality patient care to advance recovery goals and improve overall health.
Caring, hardworking and service-oriented registered nurse with several years of experience. Well-versed in offering evidence-based, therapeutic care. Collaborative and motivational leader with expertise in training new nursing staff while providing top-notch service to patient populations.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Nurse Assessor
Maximus
New York
03.2023 - Current
- Works with consumer requests for HHA, or Direct patient care assistance or services
- Also work with CDPAP services via the New York independent Assessor or NYIA
- Perform home visits and telehealth visits to conduct UAS assessments
- Qualify members eligibility for the programs and services.
Nurse Care Manager
NYC H+H Metro Plus MLTC
05.2021 - 12.2022
- Provided telephonic health care services to our senior citizens in NYC
- Reviewed their latest laboratory results and provided care management services
- Participated in a lot of patient education sessions making sure all my patients were aware of the care plan and why
- Corresponded with their MDs/PCP to ensure that they had the services needed at home
- As professional nurse, I enjoyed communicating with the families to ensure the members received adequate home care services.
Assistant director of Nursing/ Intake specialist
NYC HHC Community Home Care
01.2016 - 05.2021
- Worked as an autonomous “Liaison” in the clinical hospital setting and at various sites throughout H+H corporation
- Communicated with Physicians, Physical therapists, Social Services, etc
- And throughout Managed Care Organizations (HMOs) to determine appropriateness of patients needs for our home care program
- Received referrals from Maternity ward, Pediatrics clinics and Geriatric wards
- Oversaw process from beginning to completion
- Served as acting Intake Manager when needed to supervise assignments of several RN's, Health Care Coordinators and office staff.
Nurse Care Manager
Senior Whole Health of New York
NY
08.2013 - 12.2015
- The Nurse Care Manager is responsible for the reassessment of the member in their home environment as well as in the clinical setting
- The NCM ensures that the member receives the appropriate assistance and medical care allotted by Medicaid and Medicare
- An experienced NCM knows how to use prior knowledge, skills, and experience in the hospital setting to authorize needed health care benefits
- Provides and assists in personnel training of the new graduate nurses into CMS guidelines and regulations.
Intake Specialist
VIP Certified Health Services Nurse
Brooklyn
01.2011 - 07.2013
- Served as a Liaison in the clinical hospital settings and at various sites in nursing homes and rehab facilities
- Communicated with Physicians, Social Services, Nurse Case Managers, and Managed Care Organizations (HMOs) to determine appropriateness of patients needs for our home care program
- Oversaw process from beginning to completion
- Served as acting Intake Manager when needed to supervise assignments of several RN's, Health Care Coordinators and office staff.
Public Health Nurse
Visiting Nurse Service of NY
Brooklyn
07.2004 - 11.2010
- Long Term Care Department- Provided direct skilled nursing care, education and multi-disciplinary coordination of services to patients in their homes.
RN Acute Care Service Coordinator/ Managed Care Coordinator
VNA of Brooklyn
Brooklyn
11.2000 - 06.2004
- Served as a liaison between HMOs and patient care service providers
- Supplied Care Management services for up to 200 cases monthly
- Coordinated multidisciplinary teams (primary care MDs/Specialists, Social Workers, PT/OT/STs, vendor supply companies and field RNs) to develop and update treatment goals
- Responsible for determining patient eligibility for home care services
- Plans, provides and coordinates such services consistent with governmental regulations
- Ensures quality of care concurrent with agency standards
- Staff Field Nurse- Provided direct skilled nursing care, educational and service coordination to patients in their homes.
Head Nurse
Gouverneur
Ny City
03.1988 - 03.2000
- Adult and Pediatric Medical/Surgical Unit- Supervised a nursing staff of 20
- Experienced in triage nursing and all disciplines of Walk-In-Clinic
- Oversaw administrative duties including personnel training and scheduling
- Organized for cultural and language awareness workshops for our Asian, Latino and immigrant working-class community
- Staff Nurse/Family-Medical Unit- Responsibilities included overseeing, staff at the nurse-run medical clinic for the homeless families
- Client intake and treating psycho-social and medical needs for residents.
Hospital Staff Nurse
King’s County
Brooklyn
01.1987 - 11.1988
- Medical Unit-Attended to the extensive medical care of patients on ward, in a densely populated Brooklyn community.
Hospital Staff Nurse
Memorial Sloan Kettering
NY City
01.1988 - 06.1988
- Neurology/Oncology I.C.U
- Division - Administered medication, treatments and care to patients surviving with Cancer.
Education
Baccalaureate of Science in Nursing -
CUNY at City College of New York
Skills
- Excellent verbal and writing skills
- Healthcare interdisciplinary team experience working well with doctors, nurses, social workers, etc
- Pleasant and caring and responsible customer service representative
- Good knowledge of medical terms and health care apparatus, equipment, and supplies
- Mature, empathetic and reliable employee
- Medication Administration
- Care plan implementation
- Patient Education
- Charting Medication Administration
- Nursing Plan Development
- Disease Prevention
- Nursing staff leadership
- Home Health Care
- Patient Management
- Patient Assessment and Care
- Patient rights advocacy
- Workflow and Patient Management
- Diabetes management
- Palliative Care
- Licensed by [State] nursing board
- RN Case Management
- Seizure Management
- Community health
- Geriatric Care
- Family Education
- Licensed RN
- Policy and procedure compliance
- Treatment Planning
- Health Promotion
- Compassionate Care
- Patient Care and Education
- Medical chart management
- Clinical Documentation
- Home visits
- Medication Distribution
- Follow-up calls
- Compassion and Empathy
Certification
NY, RN
Timeline
Nurse Assessor
Maximus
03.2023 - Current
Nurse Care Manager
NYC H+H Metro Plus MLTC
05.2021 - 12.2022
Assistant director of Nursing/ Intake specialist
NYC HHC Community Home Care
01.2016 - 05.2021
Nurse Care Manager
Senior Whole Health of New York
08.2013 - 12.2015
Intake Specialist
VIP Certified Health Services Nurse
01.2011 - 07.2013
Public Health Nurse
Visiting Nurse Service of NY
07.2004 - 11.2010
RN Acute Care Service Coordinator/ Managed Care Coordinator
VNA of Brooklyn
11.2000 - 06.2004
Head Nurse
Gouverneur
03.1988 - 03.2000
Hospital Staff Nurse
Memorial Sloan Kettering
01.1988 - 06.1988
Hospital Staff Nurse
King’s County
01.1987 - 11.1988
Baccalaureate of Science in Nursing -
CUNY at City College of New York
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