Regina Bryant
Roanoke,VA
Summary
Highly compassionate and cooperative healthcare provider dedicated to offering empathetic patient care and fostering positive relationships. Adept at collaborating with multidisciplinary teams to develop and implement effective care plans, ensuring optimal patient outcomes. Skilled in persuasive communication, patient education, and providing emotional support, significantly enhancing patient experience. Focus on delivering personalized and attentive care, always prioritizing patient comfort and well-being.
Overview
20
20
years of professional experience
1
1
Certification
Work History
LPN
Oakwood Manor Nursing Home
Bedford, VA
02.2025 - Current
- Administered medications and monitored patient responses for optimal care outcomes.
- Assisted in developing individualized care plans based on resident needs.
- Provided support to nursing staff in daily operations and patient assessments.
- Trained new staff on best practices for patient care and facility protocols.
- Implemented infection control procedures to enhance resident safety and compliance.
- Coordinated communication between healthcare team members and families for continuity of care.
- Evaluated vital signs and documented changes in patient conditions effectively.
- Improved patient outcomes by administering medications, monitoring vital signs, and documenting relevant information.
- Managed patient care through closely monitoring respiration, blood pressure, and blood glucose levels.
Call Center Team Lead
Access Healthcare
Forest, VA
03.2024 - 12.2024
- Analyzed customer data trends and identified areas for improvement in service delivery processes.
- Managed daily workflow, delegating tasks efficiently among team members.
- Mentored new team members on company policies and procedures related to call center operations.
- Ensured that all calls are handled according to established guidelines while maintaining a high degree of professionalism at all times.
- Actively listened to customers' needs and provided appropriate solutions.
- Implemented best practices for call handling techniques used by agents during customer interactions.
Unit Secretary Associate
Centra
Bedford, VA
03.2012 - 03.2024
- Answered patient call signals or bells to determine patient needs.
- Organized patient records and medical charts in an efficient manner to ensure accuracy of data.
- Assisted in managing patient flow for unit by performing bed coordination and discharge duties.
- Assisted in maintaining neatness and cleanliness of the unit at all times.
- Operated office equipment such as copiers, fax machines, and scanners efficiently to complete day-to-day tasks quickly.
- Demonstrated exceptional customer service skills while interacting with patients, families and staff members.
- Operated telephone switchboard to answer, screen and forward calls.
- Greeted visitors or callers to handle inquiries and direct to appropriate personnel.
- Notified support services of unit issues related to housekeeping or facilities maintenance.
- Transmitted correspondence and medical records by mail, e-mail and fax.
Call Center Team Lead
Carilion
Roanoke, VA
03.2020 - 09.2023
- Analyzed customer data trends and identified areas for improvement in service delivery processes.
- Managed daily workflow, delegating tasks efficiently among team members.
- Mentored new team members on company policies and procedures related to call center operations.
- Ensured that all calls are handled according to established guidelines while maintaining a high degree of professionalism at all times.
- Assessed performance of team members through regular one-on-one meetings and feedback sessions.
- Trained agents on how to use phone systems, databases, software applications, tools and other resources effectively.
- Monitored quality assurance metrics for each representative to ensure compliance with standards set by the organization.
- Actively listened to customers' needs and provided appropriate solutions.
- Conducted weekly staff meetings to review goals, objectives, successes and challenges faced by the team.
CNA
Bedford County Nursing Home
Bedford, VA
09.2010 - 03.2012
- Delivered direct care to patients, assisting with bathing, feeding, and grooming tasks.
- Completed daily documentation and charts regarding patient care and input reports into practice databases.
- Prepared residents for meals and assisted with feeding.
- Utilized PPE appropriately and followed patient safety and infection control guidelines.
- Measured patient vital signs, recording body temperature, blood pressure, and heart rate.
- Followed HIPAA regulations to maintain confidentiality of sensitive medical and personal information.
- Answered call lights to provide emergency treatment and assistance to patients.
- Assisted with range of motion exercises, ambulation and positioning of bedridden patients.
- Answered patient call signals, signal lights or bells to determine patient needs.
- Turned and repositioned bedridden patients.
Host
Olde Liberty Station
Bedford, VA
08.2005 - 03.2008
- Demonstrated excellent multitasking abilities while organizing reservations, conducting table visits, and answering phones simultaneously.
- Demonstrated strong problem-solving skills while managing seating arrangements and resolving guest complaints.
- Answered phone calls to take reservations and address guest questions and concerns.
- Conversed with members and guests in outgoing and friendly manner.
- Escorted guests to proper tables or offered open seating options in bar and patio areas.
- Trained new staff members on proper hosting etiquette and procedures.
- Greeted patrons and coordinated table assignments to meet party preferences and requests.
- Monitored restaurant activity to determine seating and dining flow.
- Closed out podium at end of shift and maintained order and organization.
- Greeted guests in a friendly and professional manner, providing excellent customer service.
- Collaborated with other staff members on any issues or concerns that arose throughout shifts in order to provide quick resolutions for guests.
Education
Certification - LPN
Bedford Science and Technology
Bedford05.2017
High School Diploma - undefined
Liberty High School
Bedford06.2008
Skills
- Call center customer service
- Team management
- Call routing
- Teamwork and collaboration
- Multitasking Abilities
- Calm and professional under pressure
- Escalation handling
- Quality assurance
- Attendance tracking
- Customer service
- Excellent communication
- Medication dispensing
- Medication administration
- Vital signs monitoring
- Direct patient care
Certification
- 0002106283
- 1401135567
Timeline
LPN
Oakwood Manor Nursing Home
02.2025 - Current
Call Center Team Lead
Access Healthcare
03.2024 - 12.2024
Call Center Team Lead
Carilion
03.2020 - 09.2023
Unit Secretary Associate
Centra
03.2012 - 03.2024
CNA
Bedford County Nursing Home
09.2010 - 03.2012
Host
Olde Liberty Station
08.2005 - 03.2008
Certification - LPN
Bedford Science and Technology
High School Diploma - undefined
Liberty High School