Michelle Viola
Murrieta,California
Summary
Seasoned Hospice Registered Nurse Case Manager with a proven track record at Care and Support Hospice, showcasing exceptional patient care assessment and compassionate caregiving. Excelled in delivering specialized healthcare referrals and managing psychosocial assessments, significantly enhancing patient comfort and support. Demonstrates a unique blend of empathetic patient interaction and meticulous documentation, ensuring comprehensive care and support.
Overview
23
23
years of professional experience
Work History
Hospice Registered Nurse Case Manager
Care and Support Hospice
12.2022 - Current
- Developed and implemented individualized care plan for each hospice patient while following physician instructions.
- Established and maintained successful relationships with patients, families and physicians by utilizing exemplary communication and active listening skills.
- Taught family members and caregivers various ways to manage patients' pain, how to check for vital signs and proper methods for dressing changes.
- Recognized and understood specific stages of dying process, providing comfort-based care during vulnerable times.
- Offered listening ear to both patients and loved ones to meet emotional and mental, as well as physical needs.
- Provided high level of quality, compassionate care to patients and caregivers during each nursing shift.
- Established hospice care services for elderly and disabled patients.
- Educated family members and caregivers on patient care instructions.
- Evaluated patient histories, complaints and current symptoms.
Home Health RN Case Manager
Advantage Health Systems
11.2022 - 01.2024
- Determined and addresses individual home care needs by completing detailed assessments and reviewing documentation.
- Provided physical assessments, medication and chronic disease management to home health patients.
- Advised and coached patients progressing from hospitals, rehab facilities and other medical organizations to at-home treatment settings.
- Documented patient vitals, behaviors and conditions to communicate concerns to other disciplines.
Hospice Intake Coordinator
Advantage Health Systems
04.2022 - 10.2022
- Placed new medical supply orders, managed inventory and restocked needed supplies for admitted patients, clinicians.
- Evaluates referrals to determine if patients meet Medicare eligibility for hospice services.
- Enters referral information into computer system, including intake orders, patient demographics, and medical course of treatment.
- Identifies payer information and verifies home health coverage. Obtains authorization for home health services when indicated.
- Collaborates with referral sources to facilitate transition to hospice.
- Contacts patient/family to communicate home health orders and ensure patient/family agreeable with services.
- Scheduling clinicians to provide appropriate care. Maintaining a calendar as well as on call calendar for clinicians.
- When patients on service are hospitalized, follows up with hospital case managers to ensure that the patients appropriately transition back to hospice.
- Collects and maintains statistical data on all referrals and admissions and reports information daily, weekly, monthly, and as requested.
Front Desk Receptionist
Advantage Health Systems
01.2022 - 03.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Transcribed phone messages and relayed to appropriate personnel.
- Monitored office supplies by checking inventory and placing orders.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Administrative Assistant
United Housing Corporation
09.2018 - 12.2019
- Listed property rentals on Company's Website
- Prepared Lease Agreements and Contracts for clients.
Showed housing rentals to clients.
Developed and updated spreadsheets and databases to track, analyze and report on performance
and sales data. - Filed and retrieved corporate documents, records, and reports.
- Answered calls, emails and inquiries regarding property listing.
- Coordinated rental process between US clients and Japanese housing owners.
- Attended and documented residents' housing complaints and problems.
Administrative Assistant
My Housing Corporation Ltd.
02.2015 - 12.2017
- Provided clerical support to company employees by copying, faxing and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable
assistance. - Kept reception area clean and neat to give visitors positive first impression.
- Answered emails, phone calls and inquiries about listed property rentals.
- Prepared Lease Agreements and Contracts for clients.
- Showed clients available houses and apartments.
- Assisted and attended residents' complaints and grievances.
- Maintained and organized files and records of property listings.
Call Center Customer Service Representative
Convergys Philippines Services Corporation
01.2011 - 02.2012
- Answered outgoing calls, addressing customer inquiries, solving problems and providing product
information. - Educated customers about billing, payment processing and support policies and procedures.
- Promoted available products and services to customers during service, account management and
order calls. - Followed up with customers about resolved issues to maintain high standards of customer
service. - Helped large volume of customers every day with positive attitude and focus on customer
satisfaction.
Registered Nurse, Medical-Surgical Unit
Iligan Medical Center Hospital
10.2008 - 09.2010
- Managed care from admission to discharge.
- Oversaw delivery of care for patients on medical-surgical unit, and providing direct care.
- Performed emergency medical procedures such as BLS, ACLS and other condition stabilizing
interventions. - Administered medications via oral, IV and intramuscular injections and monitored responses.
- Provided health education to patients and families regarding discharge instructions and plans of
care. - Updated patient charts with data such as medications to keep records current and support
accurate treatments.
Recruitment Assistant
Islacom Communications Corporation
08.2001 - 09.2003
- Coordinated incoming job requisitions and applications.
- Followed up with notable applicants sourced via events and job fairs.
- Generated specific candidate for career opportunities, evaluation of applicant credentials, and
conducting initial interviews and pre-screening assessments. - Reached out to new hires to check for issues and welcome to company.
- Provided candidates with information about pay rates, dates and training processes.
- Record filing system to improve document organization and management.
- Maintained staff directory and company policy handbook for human resources department.
Education
Bachelor of Science - Nursing
University of San Carlos
Cebu City, Philippines03.2008
Bachelor of Science - Psychology
University of San Carlos
Cebu City, Philippines03.2001
Skills
- Preventive Healthcare
- Patient Care Assessment
- Accurate Documentation
- Specialized Healthcare Referrals
- Compassionate and Caring
- Visiting Patient Homes
- Case Conferences
- Pain Control
- Symptom Management
- Psychosocial Assessments
- Hospice Care
- Patient Admission
Timeline
Hospice Registered Nurse Case Manager
Care and Support Hospice
12.2022 - Current
Home Health RN Case Manager
Advantage Health Systems
11.2022 - 01.2024
Hospice Intake Coordinator
Advantage Health Systems
04.2022 - 10.2022
Front Desk Receptionist
Advantage Health Systems
01.2022 - 03.2022
Administrative Assistant
United Housing Corporation
09.2018 - 12.2019
Administrative Assistant
My Housing Corporation Ltd.
02.2015 - 12.2017
Call Center Customer Service Representative
Convergys Philippines Services Corporation
01.2011 - 02.2012
Registered Nurse, Medical-Surgical Unit
Iligan Medical Center Hospital
10.2008 - 09.2010
Recruitment Assistant
Islacom Communications Corporation
08.2001 - 09.2003
Bachelor of Science - Nursing
University of San Carlos
Bachelor of Science - Psychology
University of San Carlos
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