Victoria Johnson
DeLand
Summary
Licensed Practical Nurse with 13+ years of progressive healthcare leadership experience supervising high-volume member and patient support operations, coaching clinical teams, resolving escalated issues, and driving quality outcomes in regulated healthcare environments. Proven success leading nursing staff, managing scheduling and workflow, monitoring performance metrics, conducting quality reviews, improving documentation accuracy, and collaborating with interdisciplinary teams to deliver exceptional patient-centered care. Recognized for empathetic leadership, accountability, process improvement, HIPAA compliance, and developing high-performing teams. Seeking to leverage extensive leadership and healthcare operations experience as a Remote Member Support Lead.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Nurse Supervisor
Woodland Towers
DeLand, FL
01.2016 - 01.2026
- Led, coached, and developed nursing staff while fostering a culture of accountability, empathy, collaboration, and high performance.
- Monitored employee performance, provided real-time coaching, completed evaluations, and addressed performance improvement opportunities.
- Served as the primary escalation point for residents, families, providers, and staff, resolving complex concerns with professionalism and sound judgment.
- Managed daily staffing, scheduling, workflow, and coverage to maintain quality service and operational efficiency.
- Reviewed clinical documentation, physician orders, medication records, laboratory results, and treatment plans for accuracy, compliance, and continuity of care.
- Coordinated with physicians, therapists, pharmacies, and interdisciplinary teams to resolve care and operational issues.
- Maintained accurate EMR documentation while ensuring HIPAA and regulatory compliance.
- Participated in quality assurance initiatives, identified trends, and implemented process improvements that enhanced patient care and team performance.
- Supported admissions, discharges, care transitions, and patient/family education in a fast-paced healthcare environment.
Director of Nursing
01.2015 - 01.2016
- Directed daily healthcare operations, staffing, scheduling, hiring, onboarding, and employee development.
- Established performance expectations, coached team members, and ensured compliance with organizational policies and healthcare regulations.
- Oversaw quality assurance, documentation standards, and operational readiness for regulatory surveys.
Assistant Director of Nursing
01.2013 - 01.2015
- Assisted with supervision of nursing staff, onboarding, scheduling, coaching, and performance management.
- Reviewed documentation for quality and compliance while supporting interdisciplinary care planning.
- Helped improve workflows and operational efficiency across clinical teams.
Education
LPN - Nursing
Daytona State College
Daytona Beach, FLSkills
- Electronic Medical Records (EMR/EHR)
- Microsoft Office
- Virtual Communication Platforms
- Scheduling Software
- Quality Documentation Systems
Accomplishments
- Supervised team of 20 staff members.
Certification
Licensed Practical Nurse (LPN) – State of Florida
Timeline
Nurse Supervisor
Woodland Towers
01.2016 - 01.2026
Director of Nursing
01.2015 - 01.2016
Assistant Director of Nursing
01.2013 - 01.2015
LPN - Nursing
Daytona State College
CORE QUALIFICATIONS
- Team Leadership & Coaching
- Performance Management & Quality Assurance
- Escalation Resolution
- Healthcare Operations
- Member & Patient Support
- Call Center & Service Metrics
- Care Coordination
- HIPAA & Regulatory Compliance
- Clinical Documentation Review
- EMR/EHR Documentation
- Staff Training & Onboarding
- Scheduling & Workforce Coordination
- Process Improvement
- Cross-Functional Collaboration
- Customer Service Excellence
- Microsoft Office & Virtual Collaboration
KEY ALIGNMENT WITH FOODSMART MEMBER SUPPORT LEAD
- 13+ years leading healthcare teams in highly regulated environments
- Extensive experience coaching employees, conducting quality reviews, and managing performance
- Proven success handling escalated member/patient concerns with empathy and professionalism
- Strong cross-functional collaboration with physicians, pharmacies, therapists, and leadership
- Experienced managing workflow, staffing, scheduling, and operational priorities
- Excellent documentation, compliance, and communication skills for remote healthcare operations