Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nadia Diggs

Katy,TX

Summary

Accomplished LVN providing exceptional care, clinical, interpersonal, and time management abilities. Licensed in Texas and all compact states. Diligent about helping people of all backgrounds with diverse healthcare needs. Top skills in utilization management, telephonic case management, resolutions management, multi-tasking, communication, medication administration and wound care. Maintains positive attitude in urgent, stressful situations. Personable and dedicated with customer service, cultivating partnerships, and promoting core values of industries.

Overview

20
20
years of professional experience

Work History

Clinical Operations Lead

Honor Home Care Technology
Austin, TX
11.2021 - Current
  • Effectively and quickly use call routing system, internal software, and slack messaging to interpret and share information in real time
  • Communicated with clients to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Effectively communicate with people in emotional or physical distress and obtain relevant information under pressure.
  • Proactively provide oversight to escalations Slack channel, making sure appropriate and timely decisions are made.
  • Determine the nature and assess the severity of reported incidents based on real-time text streams of information regarding incoming calls, or calls themselves.
  • Provide assistance, information, and direction to call takers including engaging emergency services when needed.
  • Maintain non-medical service boundaries by engaging appropriate resources (EMS, medical advice lines, police, public utilities) and achieving a resolution.
  • Document clear communication for all stakeholders in ticketing system.
  • Build trust and positive relationships with clients and care professionals
  • Operate independently and exercise emotional discipline to maintain a calm demeanor when supporting all call takers.
  • Trace and document COVID exposures and diagnoses and conduct appropriate outreach and notifications to clients and employees.
  • Conduct audits to capture and correct potential issues to reduce risk for complications or issues with continuity of care.
  • Ensuring compliance with applicable regulations and industry standards.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Performing root cause analysis of any problems encountered in operations.

Nurse Case Manager

United Healthcare/Well Med
Houston, TX
10.2021 - Current
  • Created physician referral base for wellness, prevention and diagnostic support, enabling patients to effectively find services.
  • Review authorizations for medical services and care.
  • Developed patient care plans, overall patient health assessments and evaluations.
  • Collaborated with physicians on patient medications, medical needs and performance.
  • Assessed and reviewed patients for discharge and planning and integrated services for patients requiring home care, home infusion and durable medical equipment (DME).
  • Collaborated in consults, patient care plans development, patient monitoring and evaluations.
  • Incorporated appropriate nursing methods to create individualized care plans.
  • Telephonic Case Management
  • Helped patients navigate healthcare system and care options by educating on relevant subject areas and answering questions throughout treatment process.
  • Ensured compliance with organizational policies and procedures related to utilization management processes.
  • Facilitated transfer of patients across different levels of care based on their changing needs.
  • Conducted utilization reviews, concurrent reviews, authorization requests and discharge planning.

Home Health LVN

Niche Home Health
Houston, TX
07.2016 - 11.2021
  • Monitor infection control procedures to verify facility-wide health and safety.
  • Administer prescribed medications and start intravenous fluids to address patient symptoms and underlying etiologies.
  • Chart changes in patient conditions and discussed concerns with supervising healthcare provider.
  • Address patient care needs, collected vitals, dressed wounds and managed catheters.
  • Provide behavioral and emotional support and closely supervised patients suffering from dementia and Alzheimer's.
  • Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
  • Telephonic case management

LVN Case Manager

Healthcare Providers Of America
Houston, TX
03.2018 - 11.2021
  • Instructed patients on proper self-care techniques such as medication administration, nutrition management and disease prevention strategies.
  • Conducted physical assessments of patients on a regular basis.
  • Collaborated with other healthcare providers including physicians, nurses and specialists in order to coordinate optimal patient care plans.
  • Maintained accurate medical records for each patient utilizing electronic health record systems.
  • Administered intravenous fluids or medications when necessary under the direction of a physician or registered nurse.
  • Educated patients about preventative measures for healthy living such as exercise routines, dietary guidelines and smoking cessation programs.
  • Provided direct patient care by taking vital signs, administering medications and treatments, and providing wound care.
  • Ensured compliance with all state laws governing nursing practice standards.
  • Followed rehabilitation and treatment care plans to accelerate patient recovery, minimize pain, and optimize patient outcomes.
  • Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.

Office Manager/Home Health LVN

EPS Healthcare Services
Houston, TX
09.2015 - 07.2016
  • Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
  • Direct all clinical care/ Quality assurance
  • Provided training and supervision to 6 staff-members in office and field
  • Observed strict confidentiality and safeguarded all patient-related information.
  • Communicated effectively with patients and loved ones to explain diagnoses, treatment options and procedures.
  • Review/Complete invoices

Office Manager/Home Health LVN

Niche Medical Group Home Health Services
Houston, TX
02.2013 - 09.2015
  • Direct/Supervise all Clinical care
  • Quality assurance
  • State Audit participation
  • Multi-disciplinary care coordination
  • Task staff/ Provide training/monitor effectiveness
  • Telephonic case management
  • Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.

Home Health LVN

We Care Kids-Care Pllc
Houston, TX
09.2012 - 02.2013
  • Observed strict confidentiality and safeguarded all patient-related information.
  • Monitored infection control procedures to verify facility-wide health and safety.
  • Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
  • Evaluated patient care procedural changes for effectiveness and made necessary adjustments.
  • Addressed patient care needs, collected vitals, dressed wounds and managed catheters.
  • Administered medications and therapies in accordance with physicians orders.

LVN Charge Nurse

Friendswood Healthcare Center
Friendswood, TX
07.2005 - 02.2013
  • Facilitated patient admission, transfer and discharge processes.
  • Oversaw medication administration to 25 patients daily, monitoring and documenting responses.
  • Collaborated with multidisciplinary healthcare specialists to devise, implement, and modify plans of care defining patient outcome goals
  • Actualized interventions and strategies to manage nasogastric tubes, G-tubes and catheters
  • Administered prescribed medications and started intravenous fluids to address patient symptoms and underlying etiologies.
  • Use electronic health records to document treatments and patient status observations.
  • Assessed and assisted patients with diverse range and comorbid chronic diagnoses.

Education

Bachelor of Science - Health Sciences

Excelsior College
Albany, NY

Skills

  • Quality Assurance
  • Telephonic Case management
  • Utilization management
  • Electronic medical records audits and management
  • De-escalation techniques
  • Customer service
  • Customer retention strategies
  • Policies and procedures adherence
  • Teamwork and Collaboration
  • Issue and complaint resolution
  • Cultural awareness and sensitivity
  • Live Chat Messaging
  • Intravenous therapy and veni-puncture
  • Tracheostomy care
  • Immunizations
  • First Aid/CPR
  • Catheter Care
  • Wound care
  • Pain Management training
  • G-tube/ G-button insertion/maintenance
  • Long term care
  • Relaxation techniques for the elderly and confused
  • Responding to Difficult Customers
  • Calm and Professional Under Pressure
  • Proficiency in home care software
  • Inbound and Outbound Calling
  • Call Documentation
  • Patient and Empathetic
  • Remote working

Timeline

Clinical Operations Lead

Honor Home Care Technology
11.2021 - Current

Nurse Case Manager

United Healthcare/Well Med
10.2021 - Current

LVN Case Manager

Healthcare Providers Of America
03.2018 - 11.2021

Home Health LVN

Niche Home Health
07.2016 - 11.2021

Office Manager/Home Health LVN

EPS Healthcare Services
09.2015 - 07.2016

Office Manager/Home Health LVN

Niche Medical Group Home Health Services
02.2013 - 09.2015

Home Health LVN

We Care Kids-Care Pllc
09.2012 - 02.2013

LVN Charge Nurse

Friendswood Healthcare Center
07.2005 - 02.2013

Bachelor of Science - Health Sciences

Excelsior College

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