Summary
Overview
Work History
Education
Skills
Certification
References
Work Availability
Quote
Timeline
RegisteredNurse
Michelle Ogata

Michelle Ogata

Mililani ,HI

Summary

Registered Nurse with over 30 years of experience and knowledge in various healthcare settings. Accomplished at problem-solving, critical thinking and decision making. I am open-minded, a quick learner, driven, compassionate, and able to work with all levels of management and staff. Highly driven individual who excels at promoting customer service, communication, analytical and organizational skills to succeed in any environment.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Patient Advocate/Peer Review Specialist

Wahiawa General Hospital
Wahiawā, HI
01.2007 - Current
  • Excellent customer service skills with the ability to de-escalate any situation
  • Manager of Quality and Patient Safety for a 53 bed acute care hospital
  • Director of the Patient Experience to promote all staff and employees through training during new employee orientation and yearly training on Healthstream
  • Implemented the New Employee Orientation for Customer Satisfaction and Patient Safety
  • Creator of the Catch Me Caring Program to allow all employees, patient's and families to nominate an employee for a job well done and for going above and beyond
  • Chairperson for the Employee of the month and year program at Wahiawa General Hospital to foster and improve hospital moral
  • Organized, planned and directed the quarterly employee celebration
  • The Joint Commission leader for Patient Rights and Responsibilities, as well as for the Hospital Grievance process
  • TJC scribe, as well as assisting in the plan of correction
  • Lead participator in the Root Cause Analysis process
  • Excellent computer skills, including Microsoft Word, Excel and Google Spreadsheets
  • A natural leader in patient quality and safety improvement, patient satisfaction, regulatory compliance, case management and organizational wide communication
  • Director of the OPPE/FPPE process
  • Medical chart reviews for physician quality of care
  • Member of all medical committees as the Peer Review Specialist
  • Creator of the Service Recovery program implemented hospital wide
  • Exceptional interpersonal communication skills, teaching staff on the grievance process, referral to Peer Review process, member of the Quality committee, Chair of the Patient Relations Committee, member of the Compliance committee, as well as all medical committees.

COVID 19 Call back nurse

Wahiawa General Hospital
Wahiawā, HI
03.2020 - 11.2023
  • Keep daily spreadsheet on all COVID19 patients that receive a test through the Emergency Department
  • Call back all patients with either a negative or positive test result and provide education telephonically
  • Follow all CDC and DOH guidelines
  • Provide feedback to Infection Prevention and Nursing.

Social Media Coordinator/Transplant Safety Liaison

Wahiawa General Hospital
Wahiawā, HI
01.2012 - 06.2019
  • Tolerant and well-organized individual who has extensive experience in investigating, resolving and reporting organization-specific patient and visitor grievances and concerns to the management
  • Well-versed in developing and implementing patient relations initiatives and providing periodic accountability and variance analysis reports
  • First-hand experience in facilitating resolution of grievances and complaints in a 53 bed acute care setting and 107 bed Long Term care unit
  • Document patients' and visitors' concerns/grievances and ensure that they are timely resolved according to CMS guidelines
  • Coordinate interventions and collaborate with unit leadership to meet customer service and clinical quality outcomes
  • Analyze complaints and grievances for trends and address with unit managers on a weekly basis to ensure that they are resolved timely
  • Notification to patients via written communication per CMS guidelines
  • Create and maintain files and record-keeping systems in an organized fashion
  • Director and Chairperson of the Patient Relations Department and committee
  • Weekly discussions with administration to address complaints/grievances/compliments and resolutions
  • Having a calm disposition and the ability to think quickly and de-escalate situations
  • Upkeep of all showcase boards to promote hospital/employees such as employee of the month and quarter
  • Creator of all Social Media venues (Facebook, Instagram/Twitter) for the hospital
  • Update on a regular basis
  • Premedex Hospital Follow Up Director- gathering data post discharge as well as follow up on all concerns/complaints related to a patient's hospital stay and the care and treatment they received
  • If needed, extensive medical chart review completed and referred to the Peer Review process
  • Liaison between the hospital and Legacy of Life Hawaii- Supporting Transplant Safety per The Joint Commission standards
  • Review and update policies pertaining to Transplant Safety
  • Set up training for ED and ICU staff on hospital policies as well as provide data to the Quality Committee on a yearly basis
  • Core Competencies: Complaint Resolution, Record-keeping Systems, Investigating/ follow up on all complaints and grievances per CMS guidelines
  • Case Management: Assist and Cover for discharge planning 2007-2016, work with multiple insurance companies for inpatient criteria and utilization review of services
  • Director of the OPPE/FPPE review process
  • Review medical charts for quality care and treatment of patients
  • Follow up and coordinate with physicians and medical staff committees on a case-by-case basis per The Joint Commission standards
  • Qualitative and quantitative collection of data for continued physician hospital privileges
  • Written communication to physicians as directed by each Medical Committee Chairperson.

Compliance Officer/Risk Manager/Quality Manager

Wahiawa General Hospital
Wahiawā, HI
04.2017 - 01.2019
  • Compliance Officer for 53 bed acute care and 107 bed Long Term Care facility
  • Compliance Committee Chair
  • Compliance Hotline Administrator
  • Creator of the Departmental Risk Assessment Tool Implemented in each department
  • Implementation of bi-monthly Privacy/Security rounds, Conducting risk assessments to identify areas of strengths and weaknesses
  • Implementation of a robust Compliance Department
  • Self-directed and determined to learn Healthcare Compliance/ Risk Management, that the hospital was lacking
  • Able to service as an articulate representative of the organization
  • Risk Management Hotline Administrator-Lighthouse
  • Implementation of Departmental Risk Assessment Tool to detect and manage risk exposure, create and maintain risk audit databases, promote a safe work environment, and investigate and mitigate any events with adverse outcomes
  • Established bi-monthly Privacy/Security rounds
  • Self-directed and determined to learn Healthcare Compliance/Risk as a new department of the hospital
  • Able to service as an articulate representative of the organization
  • Skill highlights: conflict resolution, personal and professional integrity, critical thinking proficiency, detailed and organized, confident speaker
  • Excellent organizational, analytical, oral and written communication skills
  • Ability to maintain a high degree of credibility, independence, integrity, confidentiality and trust
  • Well versed and experienced working numerous hospital malpractice litigation cases with hospital council
  • Assist council with staff deposition preparation, as well as the point of contact in all hospital litigation cases
  • Skilled at hypothesis driven critical thinking and collaborative team work enthusiast
  • Conduct Root Cause Analysis, failure mode and effect analysis, other other risk analysis activities as necessary
  • Conducts investigations into possible violations of healthcare laws and regulations as required
  • Communicates necessary information to departments/services when problems or opportunities to improve patient care, patient safety practices and/or corporate compliance arise
  • Assessed and oversee the daily operations of the Compliance, Quality, Risk Managements, and Patient Relations Department.
  • Investigated customer feedback and developed strategies for addressing complaints quickly and efficiently.
  • Reviewed current standards and policies.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Recognized by management for providing exceptional customer service.
  • Worked with cross-functional teams to achieve goals.
  • Planned and completed group projects, working smoothly with others.
  • Collaborated with others to discuss new opportunities.

Coordinator Long Term Care/Emergency Management Coordinator

Wahiawa Nursing and Rehab Center
Wahiawā, HI
01.2007 - 06.2009
  • Oversight of LPN's and CNA's on a 115 bed STR/LTC facility
  • Educate and hold in service for nursing staff on a variety of nursing skills every month
  • Familiar with Regulatory Compliance
  • Ethical and independent decision-maker consistent with medical protocols
  • Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments
  • Implemented new floor assignments based on evaluation of staffing requirements
  • Provided quality nursing care in accordance with resident care policies and procedures
  • Utilized critical thinking and assessment skills to determine resident needs
  • Accurately documented all elements of nursing assessment, treatments, medications, discharge instructions and follow-up care
  • Participated in daily resident rounds to improve the care and treatment provided by nursing staff
  • Evaluated patient care needs, prioritized treatment and maintained patient flow
  • Achieved departmental goals and objectives by instituting new processes and standards in patient care
  • Involved in all interdisciplinary team meetings
  • Involved in the interviewing process of prospective nursing staff
  • Physician liaison for patient/family concerns
  • Promoting customer satisfaction with each family
  • Emergency Management Coordinator for a 53 bed acute care facility and a 115 bed STR/LTC.

Labor and Delivery Nurse/Mother Baby/ Neonatal Nurse

Wahiawa General Hospital
Wahiawā, HI
05.2004 - 06.2007
  • Taking vitals for the mom and baby
  • Administering medication
  • Monitoring contractions
  • Identifying complications during labor and delivery
  • Communicating the mom's condition and needs to the Physician
  • Coaching the mom during labor and delivery
  • Caring for the mom after she gives birth
  • Providing emotional support
  • Substantial experience with the birthing process and prenatal and postnatal care
  • Strong experience working with high-risk labors
  • Outstanding communications abilities
  • Ability to effectively multitask
  • Informed mothers of any issues during and after childbirth
  • Performed vaginal examinations to determine dilation
  • Maintained updated stats on the mother's vital signs
  • Monitored high risk obstetrical patients
  • Provided assistance for normal births
  • Administered intravenous fluids and medications to mothers and babies as required
  • Provided information to mothers on proper prenatal care
  • Monitored and recorded patient conditions
  • Assisted with Cesarian and vaginal births
  • Responded to cardiac and respiratory issues
  • Alerted physicians of any abnormalities or other potential issues
  • Assisted physicians with standard examinations and recorded data
  • Provided assistance to mothers dealing with postpartum depression
  • Cared for premature babies and assisted with premature births
  • Monitored newborns and provided care advice to new mothers.

Registered Nurse Neonatal Intensive Care Unit

Kaiser Permanente
Honolulu, HI
01.1993 - 06.2001
  • Working as a skilled member of a nursing team in the NICU
  • Providing care to neonates and their families through assessment, continuation or alteration of treatment and evaluation of care
  • Adept at functioning well in an extremely high-stress fast-paced working environment
  • Especially skilled at coordinating with patient families and guardians in developing individual care plans
  • Providing direct patient care for newborn babies in the NICU
  • Analyzing and evaluating the effectiveness of care to newborns and mothers
  • Ensuring that accurate documentation of the direct care provided to each NICU patient
  • Creating a welcoming, caring and safe environment for neonates and their families
  • Assessment of infant's health problems and concerns
  • Provided care for premature infants needing prolonged and/or ventilator/respiratory assistance, IV medication and IV starts, Central line care, assistance with special procedures; and 1: 1 nurse/patient ratio for stabilization
  • Communication with physicians on new orders/patient emergencies and family concerns
  • Worked with newborns and mothers to establish good breast-feeding techniques
  • Lactation assistant to new mothers in the NICU and on the Mother/Baby floor
  • Newborn care education to all new mothers and their partners
  • Big advocate for skin-to-skin (Kangaroo Care) for our premature babies and parents
  • Experienced in newborn nursery, intermediate/intensive care nursery services
  • Charge nurse in an 18-20 bed NICU/Intermediate nursery.

Education

Nursing -

University of Hawaii at Manoa
01.1992

Skills

  • Project Managment
  • Leadership/Communication skills
  • Self-motivated
  • Quality Management and Improvement
  • Risk Management
  • Analysis Skills
  • Customer service
  • Computer literacy
  • Time management
  • Documentation review
  • Excellent writing skills
  • Interpersonal communication
  • Teamwork
  • Team Management
  • Collaboration
  • Conflict Resolution
  • Critical thinking
  • Active listening
  • Adapatability
  • Attention to detail
  • Empathy
  • Problem solving/resolution
  • Investigations
  • Relationship Building
  • Verbal and Written Communication
  • Personable Nature
  • Patient Rights
  • Conflict Mediation
  • Trend Tracking
  • Caseload Management
  • Quality Assurance
  • Patient chart reviewing

Certification

  • Registered Nurse, State of Hawaii, 1990-present
  • BLS-C, American Heart Association, 1989-present
  • Professional Patient Advocate Institute Certificate Program, 12/17/2012-12/14/2014

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill

Timeline

COVID 19 Call back nurse

Wahiawa General Hospital
03.2020 - 11.2023

Compliance Officer/Risk Manager/Quality Manager

Wahiawa General Hospital
04.2017 - 01.2019

Social Media Coordinator/Transplant Safety Liaison

Wahiawa General Hospital
01.2012 - 06.2019

Patient Advocate/Peer Review Specialist

Wahiawa General Hospital
01.2007 - Current

Coordinator Long Term Care/Emergency Management Coordinator

Wahiawa Nursing and Rehab Center
01.2007 - 06.2009

Labor and Delivery Nurse/Mother Baby/ Neonatal Nurse

Wahiawa General Hospital
05.2004 - 06.2007

Registered Nurse Neonatal Intensive Care Unit

Kaiser Permanente
01.1993 - 06.2001

Nursing -

University of Hawaii at Manoa

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Michelle Ogata