Susan Hendershott
Fountain Hills
Summary
Seasoned diabetes care and management specialist, MSN, engaging and managing pregnant women telephonically for Optum Women's Health CDM Ops. Demonstrated proficiency in managing complex cases of gestational diabetes, enhancing health literacy, and assuring provider communication and collaboration. Achieved significant improvements in patient outcomes for a broad demographic, including underserved women, through the engagement of trust, encouragement, and instruction. Used sound medical principles to help foster the patient confidence needed to safely care for her diabetes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Call Center Nurse, RN
Optum Women's Health CDM Ops
02.2021 - 07.2024
- Provided outbound phone contact to engage pregnant women with hypertension, hyperemesis, pre-term labor, type 1, type 2, and gestational diabetes to accept Optum's home health and telephonic services.
- Completed intake documentation that included medical histories, financial responsibilities, dosing of IV therapy, medications and therapies based on protocols.
- Calculated initial dosing for subcutaneous insulin injections and insulin pumps based on protocols and clinical experience.
- Offered an overview of the purpose and benefits of the referral including the home nurse visit, supplies, medication, and ongoing 24/7 support.
- Revised and updated worksheets to calculate insulin doses based on most recent clinical practice guidelines.
- Provided references, recommendations and content to upper management for update of diabetes protocols.
Associate Case Manager
OptumWomen's Health CDM Ops
04.2016 - 02.2021
- Completed intake assessments, calculated initial insulin doses for subcutaneous injections and insulin pumps for a caseload of pregnant women with type 1, type 2, and gestational diabetes.
- Provided ongoing education and monitoring of all aspects of diabetes self management throughout pregnancy to delivery.
- Provided options for appropriate meals/snacks based on patient food preferences.
- Adjusted insulin to target blood glucose values based on protocols and clinical judgment.
- Assessed physical and psychosocial barriers to self-care and offered needed support and resources.
- Collaborated with providers, Account Executives, Case Managers, home center directors, and hospital staff to facilitate coordinated medical care.
- Served as an expert resource to home nurses, center directors, account executives, and management for complex diabetes-related occurrences and needs.
- Maintained and professional CDCES certification which was neither required or reimbursed.
Associate Case Manager
Alere Women's And Children's Health
04.2010 - 02.2016
- Note that job description and functions are identical to those noted from 2016 to 2021 when UHC/Optum purchased Alere.
Education
Masters Degree Nursing - CNS Gerontology
California State University - Dominguez Hills
Carson, CA12.1994
BSN - Nursing
The Consortium of The California State University
Long Beach, CA05.1985
Skills
- Strong clinical knowledge
- Critical thinking
- Physician collaboration
- Health literacy
- Cultural competency
- Patient engagement
Certification
Certified Diabetes Care and Education Specialist
Timeline
Call Center Nurse, RN
Optum Women's Health CDM Ops
02.2021 - 07.2024
Associate Case Manager
OptumWomen's Health CDM Ops
04.2016 - 02.2021
Associate Case Manager
Alere Women's And Children's Health
04.2010 - 02.2016
Masters Degree Nursing - CNS Gerontology
California State University - Dominguez Hills
BSN - Nursing
The Consortium of The California State University
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