TRISHA MILLER
Brownsburg,IN
Summary
Dedicated and compassionate Registered Nurse with 20 years of diverse experience in direct patient care, staff supervision, case management, and highly regulated pharmaceutical contact center industries. Skilled at multitasking, prioritizing patient needs, and collaborating with colleagues to ensure an exceptional patient experience. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
20
20
years of professional experience
Work History
Program Manager
CENTERFIRST
09.2016 - Current
- Identify trends in patient challenges and barriers to treatment through interaction analytics and provide recommended solutions and industry expertise to client stakeholders
- Work with Customer Analytics team to develop actionable and insightful monitoring reports, ensuring to connect client to patient voice
- Create strong client partnerships by delivering valuable, actionable insights through collaboration with cross-functional stakeholders
- Manage 4 client scopes of work, ensuring continuous improvement and excellent service while staying within outlined budget
- Represent Centerfirst values of Every Contact Matters, Humble Expertise, and Collaboration in all interactions
- Effectively onboard and provide industry best practice guidance in compliance and customer experience to new clients
- Provide internal oversight of client programs including training, colleague coaching, and continuous improvement
Registered Nurse Case Manager
COOPERATIVE MANAGED CARE SERVICES
12.2014 - 09.2016
- Provide collaborative assessment, planning, facilitation, and advocacy of health care services to help meet patient's health care needs
- Provide effective communication between available resources, including healthcare system and payor, to promote quality cost effective outcomes and facilitate appropriate access to care
- Demonstrate ability to plan and organize effectively to best meet needs of client
- Promote client autonomy and self-determination through education and coaching
- Demonstrate knowledge of health care services, health care delivery and financing systems, and clinical standards
- Minimize fragmentation of client's care by focusing on transitions of care
- Facilitate medication reconciliation and improve compliance/adherence to plan of care for client through education and coaching.
REGISTERED NURSE/CHARGE NURSE
RILEY HOSPITAL FOR CHILDREN AT IU HEALTH
05.2003 - 11.2014
- Coordinated nursing care on 60 bed neonatal intensive care unit through staff assignments, assisting and rounding with physicians, monitoring patient orders, and communicating with ancillary departments
- Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols
- Provided oversight and support to 25-30 registered nurses each assigned charge nurse shift, including education and support for questions on protocols and standards of practice, assisting with patient care, and dealing with personnel or family challenges
- Built rapport with and provided excellent customer service to patient family members
- Delivered outcome-focused care using established nursing standards of practice to 2-3 patients per shift in coordination with Physicians, Nurse Practitioners, Dieticians, and Social Services staff at 60 bed Level 3 NICU facility
- Assessed patient status, vital signs, labs and test results while communicating any changes or adjustments to Physicians, Nurse Practitioners, and patient families
- Performed head-to-toe assessments and interventions as appropriate, including administering medications for pain and treatments, ventilator management support, and IV access management
- Educated patients and families on disease processes, treatments/interventions, lab and test results, and medications
- Assessed and coordinated patient discharge planning needs with appropriate facility staff, and conducted patient discharge planning by delivering education to families
- Provided administrative support and effective communication to unit management regarding any personnel issues
Education
Bachelor of Science - Nursing
Ball State University
Muncie, IN05.2003
Skills
- Customer Experience
- Emotional Intelligence
- Team Leadership
- Time Management
- Critical Thinking
- Patient and Family Advocacy
- Patient Education
- Neonatal ICU Procedures
- Managing Deadlines
Accomplishments
- Collaborated with 2 colleagues on an industry leading Customer Experience Framework
- Collaborated on 2 published industry-expertise blogs about patient challenges when interacting with Medical Information and Patient Support contact centers
- Managed up to $300,000 in client contracts
- Coordination of patient care, resourcing, and admissions for a 60 bed, level 3 Neonatal Intensive Care Unit
- Identified IVR verbiage opportunities, leading to a 68% decrease in patients contacting the incorrect department
- Provided training and supported implementation of Motivational Interviewing for a Patient Support call center
Additional Information
- Every Contact Matters Award (6) for going above and beyond the Centerfirst values of Every Contact Matters, Humble Expertise, and Collaboration
- Red Shoes Awards (2) at Riley Hospital for Children for excellence in family-centered care
Timeline
Program Manager
CENTERFIRST
09.2016 - Current
Registered Nurse Case Manager
COOPERATIVE MANAGED CARE SERVICES
12.2014 - 09.2016
REGISTERED NURSE/CHARGE NURSE
RILEY HOSPITAL FOR CHILDREN AT IU HEALTH
05.2003 - 11.2014
Bachelor of Science - Nursing
Ball State University
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