Summary
Overview
Work History
Education
Skills
Licensures
Employer References
Timeline
Generic
Tracy Hagler

Tracy Hagler

Mountain City,TN

Summary

I'm a Licensed Practical Nurse (LPN) with 8 years of hands-on experience in delivering quality direct and indirect patient care to individuals in many different settings. I am also experienced as a Customer Service representative as I have experience working remotely. I am compassionate, highly empathetic and understanding when dealing with patients or customers . I was out of the work force for a time due to some unexpected health issues that have kept me from going back to bedside nursing. I have since been working remotely from home as an independent contractor. I have just recently worked a full season for Turbotax as a product support specialist and a season for the Federal Longterm Care Insurance Program. I also have taken courses on digital marketing as I am building my own online business. I have built a website, write blogs, create digital products, have extensive knowledge of Canva and how to create e-books, social media images, and presentations. I have a SEO certification through Hubspot, and I am also a Pinterest guru. I am currently looking to take on more remote positions, that will allow me to work remotely in customer service and do what I love, which is helping and serving people and also work on my online business. I have a strong work ethic. I'm hardworking and reliable, with a strong passion to make patients or customers feel heard and comfortable. I strive to skillfully complete tasks and foster relationships with customers and coworkers to build relationships and trust, that will enable a positive experience for everyone. I am a highly-motivated employee with a desire to take on new challenges and solve customer problems. I possess a strong worth ethic and exceptional interpersonal skills. I'm adept at working effectively unsupervised and quickly mastering new skills, therefore making me a good candidate to work remotely. I am a Committed job seeker with a history of meeting company needs. I am skilled in working under pressure and adapting to new situations and challenges to best enhance the organization. I am highly organized, proactive and punctual with a team-oriented mentality. I am always willing to take direction, criticism and learn in whatever way I can. I have the ability to handle challenging issues and can handle conflict as needed. I think I would be a great fit for your company, and I hope you will consider me as someone who can add value to your team. Thank you for your time. I look forward to hearing from you!

Overview

22
22
years of professional experience

Work History

Independent Contractor / TurboTax / FLTCIP

Working Solutions
Remote
10.2023 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and chats, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Provided technical support to customers via phone, email and chat.
  • I worked this season with Turbotax as a Product Support Specialist
  • I worked as a Customer Service Representative with the Federal Longterm Care Insurance Program.

Licensed Practical Nurse

NECX
Mountain City, TN
06.2014 - 11.2017
  • Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
  • Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Documented patient encounters.
  • Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
  • Collected and documented vital signs to track current patient conditions.
  • Performed emergency care and life saving care to trauma patients.
  • Answered patient questions to educate on optimal treatment procedures.
  • Interviewed patients to obtain medical history.
  • Promoted culture of safety for patients and employees through proper identification, reporting documentation and prevention.
  • Administered prescribed medications or started intravenous fluids, noting times and amounts on patient charts.
  • Used sterile techniques to prepare patients for procedures.
  • Applied interventions to progress patients toward wellness and address maintenance of wellness.
  • Prevented drug interactions and contributed to correct diagnosis by recording patient health information, monitoring vitals and updating patient files.
  • Sterilized medical equipment and supplies with germicides, sterilizers and autoclaves.
  • Administered medications, insulin and therapies in accordance with physicians orders.
  • Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
  • Obtained Physician orders and transcribed them to MARS (Medication Administration Record). Thoroughly rechecked for accuracy.
  • Used electronic health record for medication data.
  • Worked as part of healthcare team to assess patient needs, plan and modify care and implement interventions.
  • Took temperatures or blood pressures, dressed wounds and provided other basic patient care or treatments.
  • Documented patient medical histories, current symptoms and vitals.
  • Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
  • Communicated with patients with compassion while keeping medical information private.
  • Answered patient calls, identified issues and determined how best to provide assistance within parameters established by facility and supervisor.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Guaranteed exceptional care quality by correctly administering medication, inserting and caring for catheters, dressing and changing wounds and assisting with personal hygiene.
  • Collected blood, urine or sputum from patients and packaged for laboratory transport to complete diagnostic tests and to perform routine laboratory tests.
  • Worked with social workers and mental health workers to assess patient needs, plan and adjust plans of care and actualize nursing interventions to promote and restore patient health.
  • Monitored infection control procedures to verify facility-wide health and safety.
  • Provided behavioral and emotional support and closely supervised patients suffering from dementia and Alzheimer's.
  • Delivered high-quality direct and indirect nursing care.
  • Educated clients, patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
  • Prepared patients for examinations, tests or treatments and explained procedures.
  • Counseled clients, patients and families and provided emotional and psychosocial support.
  • Performed triage to maximum team productivity and effectiveness.

Home Health Licensed Practical Nurse

BAYADA
Hickory, NC
03.2013 - 06.2014
  • Assisted with client personal care needs to foster independence and well-being.
  • Assisted patients with activities of daily living and functional mobility to increase comfort and quality of life.
  • Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
  • Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
  • Took care of patient inside his/her home. communicated with family and loved ones.
  • Performed wound care, catheter care, tracheotomy care, feeding tube care and ventilator care.
  • Obtained orders from physicians and transcribed orders to MAR.
  • Medication administration, including infusions and insulin.
  • Transported patients using lifts and other durable medical equipment.
  • Coordinated with doctors and registered nurses to develop care plans for patients.
  • Collected and documented vital signs to track current patient conditions.
  • Followed rehabilitation and treatment care plans to accelerate patient recovery, minimize pain and optimize patient outcomes.
  • Promoted culture of safety for patients and employees through proper identification, reporting documentation and prevention.
  • Used sterile techniques to prepare patients for procedures.
  • Applied interventions to progress patients toward wellness and address maintenance of wellness.
  • Prevented drug interactions and contributed to correct diagnosis by recording patient health information, monitoring vitals and updating patient files.
  • Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
  • Worked as part of healthcare team to assess patient needs, plan and modify care and implement interventions.
  • Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
  • Collected blood, urine or sputum from patients to perform routine laboratory tests.
  • Prepared or examined food trays for conformance to prescribed diet.
  • Educated clients, patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
  • Assembled and used catheters, tracheotomy tubes or oxygen suppliers.

Home Health Licensed Practical Nurse

Elk Valley Health Services
Nashville, TN
08.2011 - 06.2014

  • Conducted regular re-evaluations to address changes in needs and conditions, and introduced revisions to care plans.
  • Completed initial assessments of patients and family to determine and address individual home care needs.
  • Assisted with client personal care needs to foster independence and well-being.
  • Assisted patients with activities of daily living and functional mobility to increase comfort and quality of life.
  • Supported patients with activities of daily living and functional mobility to improve comfort and quality of life and reduce pain.
  • Administered prescribed medications and started intravenous fluids to address patient symptoms and underlying etiologies.
  • Educated clients, patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
  • Assembled and used catheters, tracheotomy tubes or oxygen suppliers.
  • Evaluated nursing intervention outcomes by conferring with other healthcare team members.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Counseled clients, patients and families and provided emotional and psychosocial support.
  • Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
  • Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.
  • Took care of patient inside his/her home. communicated with family and loved ones.
  • Performed wound care, catheter care, tracheotomy care, feeding tube care and ventilator care.
  • Obtained orders from physicians and transcribed orders to MAR.
  • Medication administration, including infusions and insulin.
  • Transported patients using lifts and other durable medical equipment.
  • Coordinated with doctors and registered nurses to develop care plans for patients.
  • Collected and documented vital signs to track current patient conditions.
  • Followed rehabilitation and treatment care plans to accelerate patient recovery, minimize pain and optimize patient outcomes.
  • Promoted culture of safety for patients and employees through proper identification, reporting documentation and prevention.
  • Used sterile techniques to prepare patients for procedures.
  • Applied interventions to progress patients toward wellness and address maintenance of wellness.
  • Prevented drug interactions and contributed to correct diagnosis by recording patient health information, monitoring vitals and updating patient files.
  • Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
  • Worked as part of healthcare team to assess patient needs, plan and modify care and implement interventions.
  • Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
  • Collected blood, urine or sputum from patients to perform routine laboratory tests.
  • Prepared or examined food trays for conformance to prescribed diet.

Charge Licensed Practical Nurse

Roan Highlands Nursing and Rehabilitation Center
Roan Mountain, TN
02.2011 - 11.2011
  • Charge floor nurse. Supervised and assisted several CNAs with resident care.
  • Administered medications, insulin, peg tube nutrition.
  • Wound care nurse, catheter placement and care, and trach care.
  • Communicated with family and loved ones.
  • Transcribed physician orders to MARS.
  • Rechecked MARs for accuracy.
  • Conducted daily rounds to assess patient condition and distribute medications.
  • Advocated for patients by respecting and supporting values, basic rights and beliefs.
  • Implemented new floor assignments based on evaluation of staffing requirements.
  • Collected blood, urine or sputum samples from patients to perform routine lab tests.
  • Evaluated patient care needs to prioritize treatment and maintain patient flow.
  • Established direct lines of communication between nursing staff and other interested departments, supporting patient care with collaboration between personnel with complementary specialties.
  • Monitored patients with incontinence issues, both after procedures and in recovery from trauma, installing catheters and monitoring bedpans to keep patients safe and comfortable.
  • Counseled and educated patients specific to diagnosis and health history.
  • Modified patient treatment plans as indicated by patients' responses and conditions.
  • Administered high consequence medications with exacting accuracy, monitoring patients for side effects and supporting patient comfort and comprehensive recovery.
  • Developed individual care plans to meet patient needs and achieve treatment goals.
  • Supervised exceptional team with collaborative leadership and creative responses to resource scarcity and nurse availability.
  • Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
  • Provided behavioral and emotional support and closely supervised patients suffering from dementia and Alzheimer's.
  • Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
  • Worked as part of healthcare team to assess patient needs, plan and modify care and implement interventions.
  • Worked with social workers, physical therapists and speech therapists to assess patient needs, plan and adjust plans of care and actualize nursing interventions to promote and restore patient health.
  • Monitored infection control procedures to verify facility-wide health and safety.
  • Delivered high-quality direct and indirect nursing care to up t0 45 patients per day.
  • Assembled and used catheters, tracheotomy tubes or oxygen suppliers.
  • Observed strict confidentiality and safeguarded all patient-related information.
  • Counseled clients, patients and families and provided emotional and psychosocial support.
  • Directed implementation of improved patient care and documentation methods and procedures to achieve quality objectives.
  • Collected biological samples for routine laboratory testing to assist diagnostic processes.
  • Prepared or examined food trays for conformance to prescribed diet.
  • Provided pre- and post-operative nursing care.

Rural Carrier Associate

United States Post Office
Burnsville , NC
10.2007 - 12.2010
  • Collected mail from customers and brought back to facility for processing and sorting.
  • Met performance targets consistently through hard work and efficient handling of each stop.
  • Followed strict package safety standards to protect customers and team members.
  • Drove vehicle and delivered mail to rural locations.
  • Distributed parcels and letters across a daily route of homes and businesses.
  • Handled missing postage and returned mail for route customers.
  • Obtained signatures for registered, certified and insured mail.
  • Sorted mail, arranging in delivery sequence for distribution.
  • Delivered and collected mail for designated route to businesses and residential homes using satchels, cars and small trucks.
  • Maintained accurate records of deliveries.
  • Collected money for cash-on-delivery and postage-due mail to turn in receipts to postal office.
  • Entered change of address orders into computers to process forwarding address stickers.
  • Scanned labels on letters or parcels to confirm receipt.
  • Collected outgoing mail from homes and businesses to deliver to post office for processing.
  • Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
  • Bundled mail in preparation for delivery or transportation to relay boxes.
  • Inspected delivery vehicle prior to shift, immediately reporting problems and safety hazards to supervisors.

Medical Assistant OB/GYN

Dr. Jackson OB/GYN
Boone, NC
12.2005 - 12.2007
  • Scheduled appointments for patients via phone and in person.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
  • Measured vital signs and took medical histories to prepare patients for examination.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Organized charts, documents and supplies to maintain team productivity.
  • Cleaned and maintained medical equipment following procedures and standards.
  • Documented notes during patient visits.
  • Responded to patient callbacks and phone-in prescription refill requests.
  • Educated patients about medications, procedures and physician's instructions.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Contacted pharmacies to submit and refill patients' prescriptions.
  • Assessed, documented and monitored vital signs for patients within outpatient setting.
  • Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
  • Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
  • Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
  • Collaborated with local pharmacies to resolve and clarify issues with patient medication.
  • Labeled and completed lab requisitions using ICD and CPT coding.
  • Followed principles of asepsis and infection control to meet patient safety guidelines.
  • Performed preliminary physical tests to accurately record results in patient history summary.

Waitress

Sunrise Grill Restaraunt
Boone, NC
03.2002 - 11.2005
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Presented food and beverages to guests at tables.
  • Maintained accuracy while handling payments, giving change and printing receipts for customers.
  • Communicated with kitchen staff to stay updated on item availability and customer wait times.
  • Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
  • Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
  • Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
  • Presented menus to patrons to answer questions about menu items and make recommendations.
  • Utilized POS system to total meal costs and add taxes for final bill calculation.
  • Relayed orders to service bar and kitchen via point-of-sale register system.
  • Prepared salads, appetizers and garnishes to assist kitchen staff.
  • Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
  • Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
  • Explained menu options to guests, offered suggestions and took orders for food and beverages.
  • Served food and beverages to patrons and confirmed complete orders.
  • Trained new employees to perform duties.
  • Presented menus and answered questions regarding items.
  • Stocked service areas with supplies during slow periods.
  • Explained menu items, describing ingredients and cooking methods upon request.
  • Informed customers of daily specials and signature menu items.
  • Took reservations and to-go orders to streamline process for both customer and restaurant.
  • Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
  • Filled condiments and napkin containers during slack periods.
  • Set up tables in between patrons to reduce wait times.
  • Assisted in preparing salads, appetizers and desserts to speed up food service.

Education

Licensed Practical Nurse - Health Sciences

Tennessee College of Applied Technology - Elizabethton
Elizabethton, TN
12.2010

Some College (No Degree) - Bachelors Health Information Mgmnt. & Psychology

Western Governors University
Salt Lake City, UT

Skills

  • Data Entry
  • Product Knowledge
  • Account updating
  • Inbound Calls
  • Call Management
  • Complaint resolution
  • Appointment Scheduling
  • Scheduling
  • Researching
  • Typing proficiency
  • Computer Proficiency
  • Problem-solving abilities
  • Order Fulfillment
  • Product Education
  • Complaint Handling
  • Call Center Operations
  • Customer Relations
  • Medical terminology knowledge
  • Positive and professional
  • Professional telephone demeanor
  • Office equipment proficiency
  • Clerical Support
  • Technical Support
  • Call triaging
  • Customer Service
  • Active Listening
  • Empathy and compassion for patient and family
  • Interpersonal communication skills
  • Critical thinking skills
  • Team player
  • Multi-Tasking and Prioritization
  • Care Planning and Modifications
  • Educating Families
  • Ventilator care experience
  • Tracheostomy care experience
  • Medication administration
  • Insulin administration
  • Wound care experience
  • Emergency care and trauma response experience
  • Electronic Health Records Charting
  • Patient Triaging
  • Phlebotomy
  • Studied ICD-10-CM, PCS, HCPCS and CPT
  • Intravenous Medications
  • Patient Positioning and Transporting
  • Conflict Resolution
  • Assistance with Patient Activities of Daily Living ADLs
  • Conditions Reporting
  • Nursing Intervention Evaluations
  • Equipment Inspection
  • Patient Charting
  • Specimen Collection
  • Patient Observation
  • Procedure Explanation
  • Wound Dressing
  • Vital Signs Recording
  • Call Answering and Assistance
  • Assisting Physicians
  • Rehabilitation Techniques
  • Documenting Incidents
  • Empathetic and Compassionate
  • Digital Marketing Management
  • Search Engine Optimization (SEO)
  • Market Research and Analysis
  • Content Creation
  • Social Media Marketing
  • Keyword Research
  • Brand strategy
  • Google Analytics
  • Detail Oriented
  • Graphic Design
  • Email marketing campaigns
  • Web Content Creation
  • Creative Writing
  • Technical Writing

Licensures

  • Licensed Practical Nurse - Active (Tennessee) (Multistate) (Compact) - #0000082353

Employer References

  • Sandra Roark - Director of Nursing, NECX - (423) 727-7387 extension 3 (health services)
  • Becky Lowe - Pharmacy Manager, NECX - (423) 943-8430
  • Anna Falce - RN Supervisor, Elk Valley Health Services - (615) 360-1116

Timeline

Independent Contractor / TurboTax / FLTCIP

Working Solutions
10.2023 - Current

Licensed Practical Nurse

NECX
06.2014 - 11.2017

Home Health Licensed Practical Nurse

BAYADA
03.2013 - 06.2014

Home Health Licensed Practical Nurse

Elk Valley Health Services
08.2011 - 06.2014

Charge Licensed Practical Nurse

Roan Highlands Nursing and Rehabilitation Center
02.2011 - 11.2011

Rural Carrier Associate

United States Post Office
10.2007 - 12.2010

Medical Assistant OB/GYN

Dr. Jackson OB/GYN
12.2005 - 12.2007

Waitress

Sunrise Grill Restaraunt
03.2002 - 11.2005

Licensed Practical Nurse - Health Sciences

Tennessee College of Applied Technology - Elizabethton

Some College (No Degree) - Bachelors Health Information Mgmnt. & Psychology

Western Governors University

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Tracy Hagler