Ursula Penn-Wilson
Charlotte,NC
Summary
Adept at enhancing patient outcomes and compliance, my tenure at Optum showcased my proficiency in clinical judgment and compassionate patient communication. Leveraging healthcare software expertise and a results-driven approach, I significantly improved call center efficiency and patient satisfaction. My ability to manage high-stress situations and prioritize urgent care exemplifies my strong clinical knowledge and empathetic patient care.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Call Center Nurse
Optum
Remote
01.2020 - Current
- Increased patient compliance with treatment plans by offering clear instructions, addressing concerns, and explaining rationales for prescribed medications.
- Enhanced call center efficiency by collaborating with fellow nurses to address high call volumes and prioritize urgent cases.
- Optimized resource utilization by triaging incoming calls based on urgency levels, enabling prioritization of emergency situations requiring immediate attention.
- Managed high-stress situations calmly while providing empathetic support to distressed callers seeking immediate medical guidance or crisis intervention assistance.
- Demonstrated strong critical thinking abilities when assessing patient symptoms remotely over the phone using evidence-based clinical decision tools.
- Maintained patient confidentiality and protected sensitive information by adhering to HIPAA regulations in all interactions.
- Prevented unnecessary emergency room visits by offering appropriate home care advice or directing patients to alternative care settings such as urgent care clinics.
- Facilitated communication between patients and their healthcare providers, resulting in streamlined care coordination and improved health outcomes.
- Improved patient satisfaction by providing timely and accurate medical advice through phone consultations.
- Utilized electronic health record systems proficiently for efficient documentation of patient encounters and seamless information exchange among healthcare professionals.
- Relayed triage information and facilitated communication between provider and patient concerning patient disposition.
- Obtained case history and gathered triage information to determine appropriate avenue for care.
- Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider.
- Suggested appropriate disposition to acting physicians based on assessment.
Occupational Health Nurse
Workcare
Remote
10.2016 - 05.2019
- Reduced workplace injuries by conducting thorough risk assessments and recommending appropriate safety measures.
- Liaised between employees with health concerns and supervisors, maintaining medical confidentiality to communicate work status and coordinate return to work accommodations.
Registered Nurse Case Manager
Community Care Partners of Greater Mecklenburg
Charlotte, NC
01.2006 - 03.2013
- Evaluated patient progress and adjusted care plans accordingly, ensuring continuity of care across all healthcare settings.
- Collaborated with physicians and other healthcare providers to ensure appropriate resource utilization for complex cases.
- Provided education and support to patients and families, empowering them to make informed decisions regarding their healthcare needs.
- Conducted comprehensive assessments of patients'' physical, emotional, and social needs in order to develop individualized care plans that facilitated optimal health outcomes.
- Enhanced interdisciplinary team communication through regular case conferences, promoting effective collaboration for optimal patient care.
- Responded promptly and professionally to patient questions and concerns.
- Advocated for patients by communicating care preferences to practitioners, verifying interventions met treatment goals and identifying insurance coverage limitations.
Education
Bachelor Of Science In Nursing - Nursing
Winston-Salem State University
Winston-Salem, NC12.1998
Skills
- HIPAA Compliance
- Patient Safety
- Clinical judgment
- Patient confidentiality
- Assessment skills
- Health Promotion
- Care Planning
- Follow-up care
- Ethical Practice
- Healthcare software expertise
- Nursing process
- Strong clinical knowledge
- Patient Communication
- Clinical assessment
- Symptom Assessment
- Patient Instruction
- Appointment Scheduling
- Patient Advocacy
- Healthcare regulations
- Medication Refills
- Resource Utilization
- Physician Collaboration
- Patient Interviews
- Needs Assessment
- Outbound Patient Calls
- Incident Follow Up
- Lab Results Reporting
- Health Incident Triage
- Home care recommendations
- Initial Injury Intake
- Patient rapport building
- Telephone consultations
- Evidence-based Protocols
- Teamwork and Collaboration
- Problem-Solving
- Medication and IV administration
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Compassionate and Caring
- Multitasking Abilities
- Basic Life Support
- Reliability
- Excellent Communication
- Critical Thinking
- Strong Clinical Judgment
- Organizational Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Dementia Care
- Patient and family advocacy
- Patient Care Assessment
- Patient Education
- Monitoring Vital Signs
- Electronic Health Records
- Clinical Documentation
- Physical Assessment
- Clear Patient Communication
- Microsoft Office
- Pain Management
- Medication Administration
- Self Motivation
- Patient Condition Monitoring
- Infection Control
- Accurate Documentation
- Interpersonal Skills
- Analytical Thinking
- Care Coordination
- Documentation
- Goal Setting
- Geriatric Care
- Professionalism
- Interpersonal Communication
- Collecting vitals
- First Aid
Certification
Certified case manager from 2016- Present.
- Registered Nurse License (RN) - NC State Board of Nursing.
- NC Driver's License
- Commission For Case Manager Certification- 12/2016
- Case Management
Timeline
Call Center Nurse
Optum
01.2020 - Current
Occupational Health Nurse
Workcare
10.2016 - 05.2019
Registered Nurse Case Manager
Community Care Partners of Greater Mecklenburg
01.2006 - 03.2013
Bachelor Of Science In Nursing - Nursing
Winston-Salem State University