MARY LISA COATES

Triage nurse/Office Manager for Home Health and Hospice agency.

• Assessed patient conditions to determine urgency of care needs.
• Coordinated with healthcare teams to ensure timely treatment and resource allocation.
• Educated patients and families on treatment plans and healthcare processes.
• Maintained accurate patient records, ensuring thorough documentation of triage assessments and treatment plans.
• Maintained a calm and professional demeanor during high-stress situations, effectively managing patient expectations and alleviating concerns.
• Developed strong rapport with patients through active listening skills, empathetic communication, and genuine concern for their wellbeing.
• Obtained case history and gathered triage information to determine appropriate avenue for care.
• Managed daily office operations, ensuring efficient workflow and organization.
• Coordinated schedules and appointments for healthcare professionals, optimizing patient care delivery.
• Obtain and manage insurance prior authorizations for health care services.
• Review and intake new referrals, including scheduling disciplines.
• Other duties within scope as assigned by Director of HH and Hospice Services

• Nurse at The Olson Huff Center at Mission Children’s Specialists. Phone nurse in a growing ambulatory clinic. Managing messages between providers and parents of children. Often speaking to parents with children in crisis with behavior issues. Managing medication refills, symptom updates, and various other questions/concerns. Liaison between PCP offices, schools, community agencies etc and our practice. Obtain prior authorizations as needed. Check in and obtain vital signs of patients. Other duties including but not limited to:
• Utilized electronic health record systems to document patient assessments and interventions accurately.
• Streamlined triage processes to enhance efficiency and improve patient flow in the emergency department.
• Counseled patients via telephone according to established guidelines and protocols, advising on provider-established plans of care.
• Assessed patient conditions to prioritize care based on urgency and medical need.
• Collaborated with interdisciplinary teams to develop and implement individualized care plans.
• Educated patients and families on treatment options, medication management, and follow-up procedures.

• Provided hospice care in homes and facilities. Home care visits to assess for symptoms and other needs. Provided support to families and patients. Communicated with medical providers and RN's regarding patients needs. Assisted with transitions to inpatient Hospice as needed for symptom control.
• Phone triage/hospice Intake nursing. Arranged and set up hospice admission visits. Liaison between referring practices and hospice/palliative agency. Spoke with families and patients about hospice services, answering questions and providing support. Worked with multidisciplinary team to collaborate care. Various other duties as required.