Shierra Fearnside
Phoenix,AZ
Summary
Compassionate and dedicated CNA with extensive experience in patient care, including vital signs monitoring and wound care. Proven ability to enhance patient satisfaction through empathetic communication and effective problem-solving. Previously excelled as a Member Service Representative at Cigna Healthcare, where I consistently exceeded performance metrics while fostering a positive environment.
Overview
26
26
years of professional experience
Work History
CNA/Home Assistant
Self-employeed
03.2007 - Current
- Assisted patient with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patient with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with family members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patientachieve nutritional objectives.
- Prevented bedsores by regularly repositioning patient and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Reduced patient stress levels through effective communication and active listening skills.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care through
- Documented patient information and care activities in electronic health record.
- Facilitated personal hygiene management, feeding and ambulation.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Collaborated with physicians to design at-home medication guidelines and educated patientand family members who would assist with patients care on correct medication administration.
Member Service Representative
Cigna Healthcare
07.1999 - 12.2006
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Resolved customer issues through thorough dispute investigation.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Business Administration And Management
Delaware Hayes
Delaware, OH05-1983
Skills
- Time management
- Patient care
- Vital signs monitoring
- Compassion and empathy
- Bathing assistance
- Attention to detail
- HIPAA compliance
- Feeding assistance
- Basic life support
- Dressing assistance
- Maintaining confidentiality
- Compassionate communication
- Emotional support
- Complex Problem-solving
- Clinical documentation
- Medication administration
- Wound care
- Problem-solving
- Multitasking and organization
- Critical thinking
- Team collaboration
- Active listening
- Flexibility and adaptability
- Conflict resolution
- Patient advocacy
- Health monitoring
- Cultural sensitivity
- Toileting assistance
- Patient hygiene assistance
- Medication assistance
- Infection control practices
- Recording vital signs
- Safety precautions
- Collecting vital signs
- Bedside manner
- Compassionate
- Patient-focused care
- Compassionate caregiver
- Geriatric care
- Direct patient care
- Mobility assistance
- Supporting personal needs
- Documenting behaviors
- Medical terminology
- Light housekeeping
- Maintaining privacy
- Adaptable
- Trustworthy companion
- Quality assurance
- Preparing meals
- Medical records management
- Feeding assistance expert
- Meal planning
- Medical office administration
- General housekeeping
- DBMS
- Calm and level-headed under duress
- Quick problem solver
- Family support and assistance
Timeline
CNA/Home Assistant
Self-employeed
03.2007 - Current
Member Service Representative
Cigna Healthcare
07.1999 - 12.2006
Business Administration And Management
Delaware Hayes
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