SHANDA HERNANDEZ

• Guided over 200 distressed homeowners through complex, high-stress situations requiring trust, communication, problem-solving, and continual follow-up
• Acts as a central point of coordination between homeowners, attorneys, title companies, and agents—ensuring all parties remain aligned and informed throughout the process
• Assesses individual client situations to identify barriers (financial, legal, logistical) and develop step-by-step solutions to move cases forward
• Guides distressed homeowners through complex, high-stress situations by providing clear communication, education, and ongoing support
• Manages timelines, documentation, and follow-up to ensure critical deadlines are met and processes stay on track

• Managed care for 5 – 8 high-acuity patients per shift, coordinating treatment plans and ensuring safe discharge transitions
• Collaborated with case managers to align discharge readiness with clinical and social needs
• Advocated for patient safety by escalating concerns and coordinating with case management/ombudsman to delay unsafe discharges
• Educated patients and families on diagnoses, medications, and post-discharge care, improving adherence and outcomes
• Managed communication between physicians, specialists, and care teams to ensure alignment on treatment plans

• Coordinated care plans across interdisciplinary teams from med-surg, telemetry, ER, surgical, ICU, and observation units
• Advocated for patient safety and health by escalating concerns when discharge readiness was questionable, including coordinating with case management to delay discharge and continue necessary care
• Provided comprehensive patient and family education to post-procedural patients (cardiac, neurological, bariatric, transplant, etc.), providing education on recovery expectations, self-care strategies, and monitoring for complications after discharge
• Delivered patient and caregiver education to improve adherence and reduce complications
• Maintained detailed documentation to support continuity of care across settings

• Coordinated and managed appointment scheduling for 20 to 30 patients a week, including proactive follow-up to confirm visits, address patient questions, and ensure completion of required screenings
• Built rapport quickly with patients, providing clear explanations of procedures to reduce anxiety and improve cooperation

• Delivered classroom and clinical instruction to over 100 students
• Provided individualized guidance and support to promote student success, engagement, career readiness, and patient-centered communication skills
• Evaluated student performance and maintained structured learning environments to ensure competency and program retention

Coursework Completed