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
2023.10 - 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
2014.06 - 2017.11
- 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
2013.03 - 2014.06
- 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
2011.08 - 2014.06
- 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
2011.02 - 2011.11
- 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
2007.10 - 2010.12
- 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
2005.12 - 2007.12
- 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
2002.03 - 2005.11
- 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, TN12.2010
Some College (No Degree) - Bachelors Health Information Mgmnt. & Psychology
Western Governors University
Salt Lake City, UTSkills
- 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
2023.10 - Current
Licensed Practical Nurse
NECX
2014.06 - 2017.11
Home Health Licensed Practical Nurse
BAYADA
2013.03 - 2014.06
Home Health Licensed Practical Nurse
Elk Valley Health Services
2011.08 - 2014.06
Charge Licensed Practical Nurse
Roan Highlands Nursing and Rehabilitation Center
2011.02 - 2011.11
Rural Carrier Associate
United States Post Office
2007.10 - 2010.12
Medical Assistant OB/GYN
Dr. Jackson OB/GYN
2005.12 - 2007.12
Waitress
Sunrise Grill Restaraunt
2002.03 - 2005.11
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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