Open To Work
Rowena Reinertsen
Registered Nurse
1591 Sweetwater Bend,IL
Summary
Dynamic Nurse Navigator with a proven track record at Humana, excelling in care coordination and patient education. Skilled in clinical assessment and compassionate communication, I enhanced patient satisfaction and outcomes through effective multidisciplinary collaboration and tailored care plans. Committed to continuous improvement and patient advocacy, ensuring quality care delivery in diverse healthcare settings.
Overview
19
19
years of professional experience
Work History
Call Center Representative
OSF Saint Francis Medical Center
03.2017 - 12.2018
- Managed high-volume inbound calls, addressing patient inquiries and concerns efficiently.
- Utilized electronic health record systems to update patient information accurately.
- Assisted patients with scheduling appointments, ensuring optimal service delivery.
- Collaborated with healthcare teams to resolve patient issues and enhance satisfaction.
- Implemented process improvements that streamlined operations and increased efficiency in call handling.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Nurse Navigator
Humana
05.2014 - 08.2017
- Coordinated patient care plans to ensure timely access to services and resources.
- Assessed patient needs and facilitated appropriate referrals to specialists.
- Educated patients on treatment options, promoting informed decision-making and adherence.
- Streamlined communication between multidisciplinary teams to enhance care coordination.
- Monitored patient progress and adjusted care plans based on evolving needs.
- Served as a liaison between patients, families, and healthcare providers to ensure seamless communication and continuity of care.
- Improved patient outcomes through comprehensive education on treatment plans and medications.
- Increased patient satisfaction by establishing trust and rapport through empathetic communication and active listening.
- Supported patients during transitions between healthcare settings by providing information, resources, and emotional support.
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
Nursing Supervisor
Apostolic Christian Services
06.2013 - 05.2014
- Supervised nursing staff to ensure compliance with healthcare regulations and best practices.
- Coordinated patient care plans, enhancing communication among interdisciplinary teams.
- Monitored patient progress, adjusting care strategies based on evolving needs and outcomes.
- Implemented training programs for new staff, fostering professional development and skill enhancement.
Hospice Registered Nurse Case Manager
OSF Saint Francis Medical Center
05.2006 - 06.2013
Office Registered Nurse
OSF Saint Francis Medical Center
05.2002 - 06.2006
- Conducted comprehensive patient assessments to develop individualized care plans.
- Collaborated with interdisciplinary teams to coordinate patient care and services.
- Educated patients and families on disease management and end-of-life options.
- Monitored patient progress and adjusted care plans based on evolving needs.
- Ensured compliance with regulatory standards and quality assurance protocols.
- Facilitated communication between healthcare providers, patients, and family members.
- Provided emotional support and counseling to patients and caregivers during transitions.
- Led training sessions for new nursing staff on hospice care best practices.
- Provided emotional support to patients and their families during the end-of-life process, promoting dignity and comfort.
- Collaborated with physicians to optimize medication regimens for symptom control in terminally ill patients.
- Improved patient care by developing and implementing comprehensive hospice nursing plans tailored to individual needs.
- Managed complex caseloads effectively, prioritizing tasks based on patient acuity levels.
- Maintained accurate documentation of patient interactions, assessments, interventions, and responses to care.
- Served as a liaison between patients, families, and healthcare providers to ensure seamless delivery of hospice services.
- Efficiently managed caseloads while adhering to regulatory guidelines ensuring compliance with Medicare conditions of participation.
- Educated patients and families about illness progression, treatment options, and available resources for additional support.
- Ensured timely delivery of medical treatments for optimal symptom management while maintaining a high level of compassion.
- Promoted an environment conducive to open communication among staff members regarding complex cases or challenging situations.
- Coordinated discharge planning with multidisciplinary teams for smooth transitions from acute care settings to home-based hospice care.
- Monitored and evaluated patient progress, adjusting care plans accordingly for best possible outcomes.
- Cultivated a positive team culture through role modeling, active listening, and open communication with peers and supervisors.
- Enhanced interdisciplinary team collaboration through proactive communication and coordination of patient services.
- Proactively identified potential barriers to quality care delivery and implemented solutions for improved service provision.
- Provided ongoing mentorship and education to new hires within the hospice nursing team for enhanced clinical competency development.
- Conducted family meetings facilitating discussions surrounding goals of care, advance directives establishment or modification.
- Offered listening ear to both patients and loved ones to meet emotional and mental, as well as physical needs.
- Established hospice care services for elderly and disabled patients.
- Recognized and understood specific stages of dying process, providing comfort-based care during vulnerable times.
- Provided high level of quality, compassionate care to patients and caregivers during each nursing shift.
- Developed and implemented individualized care plan for each hospice patient while following physician instructions.
- Taught family members and caregivers various ways to manage patients' pain, how to check for vital signs and proper methods for dressing changes.
- Established and maintained successful relationships with patients, families and physicians by utilizing exemplary communication and active listening skills.
Registered Nurse, Medical-Surgical Unit
Methodist Medical Center
05.2000 - 05.2002
- Administered medications and monitored patient responses in high-acuity medical-surgical settings.
- Collaborated with multidisciplinary teams to develop and implement individualized care plans.
- Educated patients and families on post-operative care and disease management strategies.
- Led quality improvement initiatives, enhancing patient safety protocols and reducing complications.
- Streamlined workflow processes, improving efficiency in patient admissions and discharge procedures.
- Conducted comprehensive assessments to evaluate patient needs and adjust care strategies accordingly.
- Utilized electronic health record systems for accurate documentation and timely updates on patient conditions.
- Collaborated with interdisciplinary teams for optimal patient care, ensuring seamless communication between healthcare providers.
- Consistently maintained accurate documentation of patient assessments, interventions, and outcomes in accordance with regulatory requirements.
- Skillfully performed venipuncture, IV insertion, and catheterizations, ensuring proper technique and adherence to infection control standards.
- Provided health education to patients and families regarding discharge instructions and plans of care.
- Advocated for and strived to protect health, safety, and rights of patient.
- Administered medications and treatment to patients and monitored responses.
- Developed strong rapport with patients and families through active listening, empathy, and clear communication during challenging situations.
- Enhanced patient satisfaction with compassionate, personalized nursing care tailored to each individual''s needs.
- Educated patients and families on medical-surgical procedures, therapeutic regimens, and pain management techniques.
- Managed complex wound care, including dressing changes, monitoring for signs of infection, and collaborating with wound care specialists as needed.
- Demonstrated flexibility in managing multiple priorities concurrently during high-stress periods while maintaining a calm demeanor.
- Managed caseload of [Number] patients simultaneously by providing bedside care, treatments, IV therapy, and wound care.
- Implemented fall prevention strategies to minimize patient injuries and promote a safe environment within the medical-surgical unit.
- Started intravenous fluids, administered medications, and documented patient charts by recording food and fluid output and intake.
- Performed emergency medical procedures such as BLS, ACLS and other condition stabilizing interventions.
- Monitored patient vital signs to perform thorough condition assessments.
- Participated in ongoing professional development opportunities to stay current on best practices within the field of medical-surgical nursing.
- Improved patient outcomes by providing comprehensive assessments and developing individualized care plans.
- Managed patients' pain by implementing pharmacological and non-pharmacological pain management interventions.
- Provided education on disease management strategies to empower patients in self-care activities throughout their recovery journey.
- Effectively managed acute pain symptoms by administering medications as prescribed while monitoring for potential side effects.
- Managed patient pain relief and sedation by providing non-pharmacological and pharmacological interventions.
- Performed intravenous therapy procedures and monitored chest tubes.
- Monitored hemodynamic variances to identify signs of life-threatening complications.
- Facilitated timely discharges by proactively addressing potential barriers to transition such as insurance coverage or transportation issues.
- Ordered and analyzed diagnostic tests to identify and assess patient conditions.
- Streamlined medication administration processes, reducing medication errors and enhancing patient safety.
- Promoted a culture of continuous improvement by participating in quality assurance initiatives and making recommendations for process enhancements.
- Contributed to successful Joint Commission accreditation through strict adherence to policies and procedures.
- Educated patients and family members on disease processes, treatment options, and self-care techniques.
- Managed patients recovering from medical or surgical procedures.
- Educated family members and caregivers on patient care instructions.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
- Offered exceptional care and support to individuals recovering from acute incidents and dealing with chronic conditions.
- Evaluated patient histories, complaints, and current symptoms.
- Monitored patient reactions after administering medications and IV therapies.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Observed and documented patient factors such as diets, physical activity levels, and behaviors to understand conditions and effectively modify treatment plans.
- Implemented care plans for patient treatment after assessing physician medical regimens.
- Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
- Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
Education
Associate of Science - Nursing
Illinois Central College
East Peoria, IL05.2000
Skills
Organizational skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Gathering information
- Calm disposition
- Customer relationship management
- Documentation and reporting
- Sales and upselling
Patient education
Patient confidentiality
Clinical assessment
Patient documentation
Care coordination
CPR certified
Quality improvement
Nursing expertise
Ethical practice
Resource utilization
Educational materials development
Community advocate
Multidisciplinary communication
Resource presentation
Healthcare
Diagnosis explanation
Grief support training
Teamwork
Teamwork and collaboration
Problem-solving
Medication and IV administration
Time management
Attention to detail
Problem-solving abilities
Multitasking
Compassionate and caring
Multitasking Abilities
Reliability
Excellent communication
Critical thinking
Strong clinical judgment
Direct patient care
CPR certification
Team collaboration
Active listening
Effective communication
Adaptability and flexibility
Creative problem solving
Decision-making
Dementia care
Patient and family advocacy
Patient care assessment
Certified in CPR/AED
Monitoring vital signs
Electronic health records
Relationship building
Clinical documentation
Blood draw and sample collection
Physical assessment
Vitals monitoring
Clear patient communication
Wound care
Microsoft office
Pain management
Critical care nursing
Intravenous therapy
Team building
Safety protocols
Delegation and motivation
Task prioritization
Self motivation
Medication administration
Infection control
Patient condition monitoring
CPR/AED
Accurate documentation
Interpersonal skills
Analytical thinking
Documentation
Goal setting
Geriatric care
Professionalism
Interpersonal communication
Collecting vitals
Training staff
First aid
Patient advocacy
Group and individual instruction
Intake and discharge
Diabetes management
Time management abilities
Continuous improvement
Adaptability
Written communication
Patient examination
Patient counseling
Palliative care
Work Preference
Work Type
Part TimeLocation Preference
RemoteTimeline
Call Center Representative
OSF Saint Francis Medical Center
03.2017 - 12.2018
Nurse Navigator
Humana
05.2014 - 08.2017
Nursing Supervisor
Apostolic Christian Services
06.2013 - 05.2014
Hospice Registered Nurse Case Manager
OSF Saint Francis Medical Center
05.2006 - 06.2013
Office Registered Nurse
OSF Saint Francis Medical Center
05.2002 - 06.2006
Registered Nurse, Medical-Surgical Unit
Methodist Medical Center
05.2000 - 05.2002
Associate of Science - Nursing
Illinois Central College