Shonte Henderson
Westlake,OH
Summary
Compassionate and detail-oriented customer service professional with 11 years of experience in healthcare and over 10 years customer service, seeking to leverage my passion for patient care and strong communication skills to deliver exceptional support to medical insurance customers. Proven ability to empathize with patients, families, and healthcare providers, with a strong understanding of healthcare operations and terminology. Eager to apply my skills in a new context, providing personalized service, resolving complex issues, and driving customer satisfaction in a fast-paced medical insurance environment.
Overview
19
19
years of professional experience
1
1
Certification
Work History
OR Nurse
MetroHealth Medical Center
06.2024 - Current
- Contributed to a positive work atmosphere by fostering teamwork and open communication among colleagues.
- Assisted surgeons during operations, ensuring smooth transitions between steps and minimizing errors.
- Promoted patient satisfaction with compassionate care during preoperative preparation, intraoperative support, and postoperative recovery.
- Maximized OR efficiency by implementing innovative strategies for time management and resource allocation.
Registered Nurse
Medical Solutions
03.2024 - Current
- Leadership and Management: Managed a team of nurses, CNAs, and other healthcare professionals to provide high-quality patient care
- Supervised and evaluated staff performance, providing feedback and coaching as needed
- Developed and implemented staffing schedules and assignments to ensure adequate coverage
- Clinical Oversight: Coordinated patient care services, including assessments, care plans, and medication management
- Conducted rounds to monitor patient conditions and address concerns or issues
- Ensured compliance with regulations, policies, and standards of care
- Communication and Collaboration: Fostered effective communication among staff, patients, families, and healthcare providers
- Collaborated with interdisciplinary teams to develop and implement patient care plans
- Addressed patient and family concerns, resolving issues promptly and professionally
- Quality Improvement and Safety: Analyzed data and implemented quality improvement initiatives to enhance patient outcomes
- Identified and addressed safety risks, implementing measures to prevent accidents and injuries
- Ensured compliance with infection control and other safety protocols
- Administrative Responsibilities: Managed budgets and resources for the unit, ensuring efficient allocation
- Participated in strategic planning and decision-making to drive unit and organizational goals
- Maintained accurate records and reports, including patient data and performance metrics.
RN Nursing Supervisor
The Village at Marymount
11.2023 - 03.2024
- Oversee daily nursing operations, including staffing, patient care, and medication management
- Supervise and mentor nursing staff, including LPNs, RNs, and CNAs
- Develop and implement patient care plans and policies
- Conduct performance evaluations and provide constructive feedback
- Manage conflicts and resolve issues promptly
- Coordinate with other departments, such as therapy and dining services
- Monitor and analyze patient outcomes and quality metrics
- Identify areas for improvement and implement changes as needed
- Ensure compliance with regulations, laws, and accreditation standards
- Participate in hiring, training, and orientation of new staff members
- Provide guidance and support during emergencies and critical situations
- Maintain accurate records and reports
- Collaborate with interdisciplinary teams to achieve patient goals
- Coordinated the admission process for new residents, ensuring a smooth transition from hospital or community settings
- Conducted initial assessments to identify residents' needs and developed individualized care plans
- Collaborated with interdisciplinary teams to review medical histories, perform physical assessments, and evaluate cognitive and functional abilities
- Developed and implemented personalized care plans, setting goals and interventions to meet residents' unique needs
- Communicated with families, physicians, and other healthcare professionals to ensure continuity of care
- Provided education and support to residents, families, and caregivers on care plans, medications, and disease management
- Facilitated the completion of necessary paperwork, including admission packets and consent forms
- Ensured accurate and timely documentation of resident information, including medical records and care plans
- Participated in quality improvement initiatives to enhance resident outcomes and satisfaction
- Supervised and mentored nursing staff, providing guidance and support as needed.
Program Coordinator
Henderson Healthcare Academy
03.2020 - 03.2024
- Coordinated program operations, including scheduling, budgeting, and resource allocation
- Assisted with student admissions, onboarding, and support
- Developed and implemented program marketing and recruitment strategies
- Collaborated with faculty and staff to ensure program goals and objectives were met
- Managed program data, statistics, and accreditation reporting
- Coordinated clinical placements and partnerships with healthcare organizations
- Assisted with curriculum development and evaluation
- Provided support for program events, workshops, and conferences
- Built relationships with students, alumni, and healthcare industry partners
- Maintained program compliance with regulatory agencies and accreditation standards.
Licensed Practical Nurse
Solon Pointe
04.2014 - 06.2020
- Provided direct patient care and medications to residents under the supervision of a Registered Nurse (RN)
- Maintained accurate records of patient vital signs, medical history, and treatment plans
- Assisted with daily living activities such as bathing, dressing, and feeding
- Developed and implemented individualized care plans for each resident
- Collaborated with interdisciplinary teams to ensure comprehensive care
- Monitored and reported changes in patient conditions to the RN or physician
- Administered medications, injections, and vaccinations as prescribed
- Participated in wound care management and rehabilitation programs
- Provided education and support to patients and their families
- Maintained a safe and clean environment following infection control protocols.
Customer Service Associate
Ohio Department of Job and Family Services
12.2005 - 02.2011
- Register and conduct assessment to screen new clients in state database
- Schedule appointments to determine eligibility for multiple programs (food assistance, medical assistance, cash assistance, etc.)
- Identify client needs and direct them to the proper support person
- Scan documents into database
- Communication with social workers, supervisors, and other support personnel via email and telephone
- Refer clients to community resources.
Education
Associate Degree in Nursing - Nursing
Hondros College
Independence, OH09.2020
Hondros College
Independence, OH03.2013
Skills
- Nurse Management
- Epic
- Medical Terminology
- Point-Click Care
- Assessment
- Staff training
- Office management
- Nursing
- Business management (5 years)
- Microsoft Office
Certification
Compact State Nurse License
Timeline
OR Nurse
MetroHealth Medical Center
06.2024 - Current
Registered Nurse
Medical Solutions
03.2024 - Current
RN Nursing Supervisor
The Village at Marymount
11.2023 - 03.2024
Program Coordinator
Henderson Healthcare Academy
03.2020 - 03.2024
Licensed Practical Nurse
Solon Pointe
04.2014 - 06.2020
Customer Service Associate
Ohio Department of Job and Family Services
12.2005 - 02.2011
Associate Degree in Nursing - Nursing
Hondros College
Hondros College
Compact State Nurse License
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