LISA CROWLEY
Fairhope,AL
Summary
Professional with strong background in managing healthcare operations, bringing effective triage management and remote patient assessment skills. Known for fostering team collaboration and consistently achieving outcomes in high-pressure environments. Adept at prioritizing tasks, streamlining processes, and adapting to changing demands. Reliable, results-focused individual with commitment to high standards and excellence in patient care.
Overview
22
22
years of professional experience
1
1
Certification
Work History
National Triage Director
Care Hospice
06.2022 - 12.2024
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Assisted in recruiting, hiring and training of team members.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Increased productivity covering nine additional branches within the company with no additional cost.
- Offloaded twenty-two answering services to one company wide.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Reported issues to higher management with great detail.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Navigated company through periods of significant change, maintaining focus on long-term strategic goals.
Triage Supervisor
Salus Hospice
09.2014 - Current
- Triage supervisor and admin for large hospice (5 sites), palliative care and home health
- Intake, patient calls, staff supervision and insurance verification
- Triage supervisor for large Hospice, Home Health and Palliative Care
- Intake, patient calls and staff supervision
- QAPI, nurse Education and insurance approvals
- Hospital to SNF or home discharge planning
- Triage supervisor for large hospice
- Intake, patient calls, staff supervision
- PRN only at this time
- Triage Nurse taking calls from nurses in 60 plus Nursing Facilities in state of Alabama with MD Supervision
- Call center and first remote agent to test external soft phone application
- Triaging for Hospices all over United States
- Triage Supervisor for large hospice performing intake, pt calls and management of all staff
- Maintained accurate patient records, ensuring thorough documentation of triage assessments and treatment plans.
- Counseled patients via telephone according to established guidelines and protocols, advising on provider-established plans of care.
- Obtained case history and gathered triage information to determine appropriate avenue for care.
- Developed strong rapport with patients through active listening skills, empathetic communication, and genuine concern for their wellbeing.
- Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Enhanced patient satisfaction by efficiently prioritizing and addressing urgent medical concerns in a timely manner.
- Maintained a calm and professional demeanor during high-stress situations, effectively managing patient expectations and alleviating concerns.
- Integrated evidence-based practices into daily tasks, ensuring consistency in delivering high-quality care across all populations served.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Provided clear and concise instructions to patients regarding home care plans, ensuring proper understanding and adherence to treatment protocols.
- Provided compassionate care for patients experiencing acute symptoms, offering emotional support and comfort during stressful situations.
- Assisted with training new nursing staff on triage procedures, contributing to the overall growth of the team''s competencies.
- Spearheaded and implemented new projects to expand scope of engagement.
- Assisted in the development and implementation of department-wide policies and procedures related to triage services, further improving overall efficiency.
- Verified patient insurance eligibility and identified primary care physician, contacting office to obtain patient file.
- Implemented new protocols for more accurate assessment of patient needs, resulting in better resource allocation.
- Spearheaded efforts to streamline workflows that expedited urgent cases through the system effectively without compromising quality or safety standards.
Adjunct Instructor
Pearl River Community College
08.2014 - 05.2015
- Adjunct instructor of Stroke and Open Heart floor for students pursuing a Registered Nurse degree
- Taught courses, providing instruction to up to 20 undergraduate students.
- Taught diverse student population by employing various learning styles and abilities.
- Applied innovative teaching methods to encourage student learning objectives.
- Maintained accurate records of student attendance, assignments, and grades, ensuring timely communication with stakeholders regarding academic progress.
- Participated in professional development opportunities to stay current on best teaching practices and industry trends.
- Monitored student progress through regular assessments, providing constructive feedback for improvement.
- Strengthened critical thinking skills through problem-solving exercises and open-ended questions.
- Managed classroom effectively to maintain a positive learning environment for all students.
- Collaborated with department head to create dynamic, ongoing curriculum development, and instruction improvement program.
- Enhanced student comprehension by utilizing diverse teaching methods and educational tools.
- Examined and graded assignments and assessments to report grades to appropriate personnel.
- Developed strong relationships with colleagues and administrators, fostering a collaborative educational community.
- Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
- Graded quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback.
- Improved student performance by defining clear goals and communicating performance metrics.
RN Remote Triage
Hospice Partners On Call
01.2012 - 09.2014
- Enhanced patient satisfaction through effective communication, empathy, and timely response to their needs.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Improved patient outcomes by providing high-quality nursing care and implementing evidence-based practices.
- Served as a liaison between physicians and patients'' families to facilitate clear communication regarding treatment options and progress updates.
Regional Triage Supervisor Multi-state
Hospice Care of the West
05.2008 - 03.2014
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Generated reports detailing findings and recommendations.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
Rn Case Manager and Admission Nurse
LHC Group
09.2007 - 05.2008
- Collaborated closely with physicians to develop individualized treatment plans, supporting optimal patient outcomes.
- Managed complex cases involving multiple comorbidities, requiring close monitoring and coordination of various healthcare services.
- Educated patients and families on available community resources, facilitating access to necessary support services.
- Educated family members and caregivers on patient care instructions.
- Enhanced patient care by developing comprehensive care plans and coordinating with interdisciplinary healthcare teams.
- Served as a key liaison between patients, families, and healthcare providers, fostering open communication and trust among all parties involved in the care process.
- Coordinated care conferences with interdisciplinary team members, ensuring all perspectives were considered in the development of comprehensive treatment plans.
- Reduced hospital readmission rates through effective case management and patient education on self-care techniques.
- Promoted adherence to treatment plans by conducting regular follow-up visits and providing ongoing support to patients.
- Streamlined discharge planning processes, ensuring a smoother transition for patients back to their homes or other facilities.
Registered Nurse Case Manager, Hospice
Trinity Hospice
12.2004 - 05.2008
- Recognized and understood specific stages of dying process, providing comfort-based care during vulnerable times.
- Taught family members and caregivers various ways to manage patients' pain, how to check for vital signs and proper methods for dressing changes.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Served as a liaison between patients, families, and healthcare providers to ensure seamless communication and continuity of care.
- Facilitated smooth transitions from acute care settings to home-based hospice care through thorough planning and coordination.
- Evaluated the effectiveness of current hospice services through regular audits and feedback from patients, families, and staff.
- Promoted interdisciplinary collaboration by organizing regular team meetings focused on individual patient needs.
- Educated families on the hospice process, enabling informed decision-making during a difficult time.
- Managed caseloads efficiently, ensuring timely assessment and intervention for optimal end-of-life care.
- Provided direct nursing care when necessary, ensuring the highest level of comfort for patients facing terminal illness.
- Enhanced patient care by developing personalized hospice plans and coordinating interdisciplinary team efforts.
- Advocated for patients'' wishes regarding treatment options, preserving dignity in their final days.
- Developed and implemented individualized care plan for each hospice patient while following physician instructions.
- Participated in continuous professional development to stay current with best practices in hospice case management and end-of-life care.
- Provided high level of quality, compassionate care to patients and caregivers during each nursing shift.
- Improved patient comfort by providing compassionate end-of-life care and symptom management.
Medical Surgical Registered Nurse
Slidell Memorial Hospital
06.2003 - 12.2004
- Managed patients recovering from medical or surgical procedures.
- Promoted a safe environment for patients by adhering to infection control protocols, fall prevention strategies, and other safety measures.
- Prevented complications for post-operative patients through careful monitoring, early detection of issues, and prompt intervention when needed.
- Educated patients and families on medical-surgical procedures, therapeutic regimens, and pain management techniques.
- Administered blood products and monitored vital signs to address immediate concerns.
- Monitored patient vital signs to perform thorough condition assessments.
- Assisted with wound care, dressing changes and NG tube placement to maintain stable patient conditions.
- Started intravenous fluids, administered medications, and documented patient charts by recording food and fluid output and intake.
- Collaborated with interdisciplinary team members to optimize patient outcomes through effective communication and care coordination.
- Facilitated efficient discharge planning with case managers, social workers, therapists, physicians, and other healthcare professionals involved in the treatment plan.
- Assisted with bedside procedures such as central line insertions, lumbar punctures, and chest tube placements by ensuring proper equipment set-up and maintaining aseptic technique.
- Assisted with administration of Chemotherapy for Cancer patients.
Education
Master of Science - Nursing
William Carey Univeristy
Hattiesburg, MS05-2014
Bachelor of Science - Nursing
University of Southern MS
Hattiesburg, MS05-2012
Associate of Applied Science - Nursing
Pearl River Community College
Poplarville, MS05-2003
Skills
- HIPAA compliance
- Clinical assessment
- Healthcare regulations
- Workflow optimization
- Clinical judgment
- Compassionate care
- Triage
- Quality improvement
- Patient management
- Patient assessment
- Discharge planning
- Prescription refills
- Telephone triage
- Home care coordination
- Excellent communication
- Critical thinking
- Reliability
- Team collaboration
- Patient education
- Operational efficiency
- Training and mentoring
- Employee supervision
Credentials
- MSN
- RN
Certification
- Integrative Health Practitioner, Integrative Health Practitioner Institute, 2024
Timeline
National Triage Director
Care Hospice
06.2022 - 12.2024
Triage Supervisor
Salus Hospice
09.2014 - Current
Adjunct Instructor
Pearl River Community College
08.2014 - 05.2015
RN Remote Triage
Hospice Partners On Call
01.2012 - 09.2014
Regional Triage Supervisor Multi-state
Hospice Care of the West
05.2008 - 03.2014
Rn Case Manager and Admission Nurse
LHC Group
09.2007 - 05.2008
Registered Nurse Case Manager, Hospice
Trinity Hospice
12.2004 - 05.2008
Medical Surgical Registered Nurse
Slidell Memorial Hospital
06.2003 - 12.2004
Master of Science - Nursing
William Carey Univeristy
Bachelor of Science - Nursing
University of Southern MS
Associate of Applied Science - Nursing
Pearl River Community College
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