Nicole Pena

• Design, develop and implement medical center and regional policies and procedures to establish compliant workflows for a wide variety of complex topics.
• Lead multiple cross functional groups to optimize the integration of the KP HealthConnect product into Operations to drive improved outcomes.
• Assess performance regarding skills and workflow gaps and develop remediation/sustainability plan for front line staff.
• Train the Front Line Manager on how to monitor staff performance and trouble shoot non-performance.
• Utilize change management techniques and existing resources to support sustainability.
• Provide clinical leadership and expertise for the Regional Workflow Consultants.
• Partner with the owners of regional and local initiatives to connect multiple stakeholders into a unified approach at the module and medical center level.
• Map best practices including key drivers to support clinical outcomes and advise executive leadership.
• Analyze and utilize reports to identify gaps in performance to develop action plans for leadership.

• Developed collaborative relationship with training and supervisors.
• Acted as a consultant to Operations in evaluating quality issues.
• Assisted with quality management studies through data collection, data input.
• Provided objective assessment of important aspects of patient care through ongoing chart review with preestablished criteria.
• Reported all occurrences which may lead to KP Oncall liability to QI Manager and others as established by policy and procedure, and follow up as necessary.
• Assisted in orientation and training of peers.
• Provided assistance with all call monitoring of staff both RN's and CSS's.
• Performed special projects as assigned.
• Assisted the Manager of Quality Improvement in achieving and maintaining departmental goals and objectives.
• Maintained the integrity and confidentiality of quality information and databases.

• Handled continuous inbound telephone volume.
• Assessed and triaged patients via telephone, following up.
• Used nursing protocols, identified patient needs, and appropriately advised the physician of unusual circumstances or abnormal conditions.
• Collected data related to health history, using interviewing, questioning, and listening skills, and utilized a computer system to identify pertinent information.
• Implemented care and/or initiated action in response to data indicating potential or actual risk to patients' health based on age-specific development.
• Effectively used computers and other technology systems to record pertinent provider data, interactions, interventions, and outcomes.
• Acted as a patient advocate; promotes patient self-efficacy through preventative and health promotion information.
• Demonstrated an awareness of and sensitivity to patient and family rights.

• Worked in a high acuity urgent care setting providing urgent and emergency nursing care.
• Worked as a charge nurse at San Marcos Urgent Care leading a team to deliver efficient and quality care to our members at Kaiser Permanente.

• Provided emergency nursing care to patients of all ages, ranging in medical acuity, including acutely ill pediatric patients
• Assisted with pediatric and adult procedural sedations in the emergency department
• Worked as a team member with other healthcare providers to initiate policies and procedures to be used in the opening of a new emergency department
• Provided initial assessment of patients checking into the emergency department and managed the order of patient care and the needs of a busy waiting room
• Collaborated with other healthcare providers and hospital departments to provide excellent care to patients of all medical acuity in the emergency department
• Applied clinical knowledge of human growth and development to provide exceptional care for patients of all ages
• Utilized compassion, multitasking skills and nursing judgment to carry out a plan of care and evaluate the advancement towards desired outcomes for an assigned group of patients with emergency needs
• Worked in an office setting running culture reports, making follow-up phone calls to patients seen in the emergency department, and collaborated with radiologists and emergency physicians to help ensure patients received proper follow-up care after emergency visits and were taking appropriate medications

• Provided emergency nursing care to an assigned group of patients, ranging in medical acuity and age, including acutely ill pediatric patients.
• Assisted with pediatric and adult procedural sedations in the emergency department.
• Employed nursing judgment and clinical knowledge to rapidly assess a large number of patients, and triage those patients according to medical necessity to be seen and evaluated.
• Collaborated with other healthcare providers to provide excellent and compassionate care to patients of all ages and acuity.