Thorold, ON, Canada
Accomplished leader with a record of achievement in nursing combined with success in customer service and healthcare management industries. Experience encompasses delivering quality, patient-centric care, with specialty skillsets in tracheostomy and wound care, oncology, medical surgical nursing, and biotherapy/chemotherapy certified. Strong capacity to lead teams and collaborate with clinicians to devise, develop and continuously re-adapt care plans. Demonstrated ability to consistently monitor regulatory procedures to ensure safety standards and infection protocol are met and surpassed. Talented educator recognized for guiding, mentoring and training student nurses, nurse interns, healthcare aides and new graduates. Offers additional transferable skills in healthcare management, customer service, communication methodologies and nursing research gleaned from experience working in both the United States and Canadian healthcare sectors.
Willing to relocate: Anywhere
April 2020 - June 2020
• Willingly volunteered to work under the College of Nurses' Ontario's specialized COVID-19 Response Licensure Class of "Emergency Registered Nurse".
• Initially brought on to create, implement and oversee this home's "Emergency Response Policy" and to Crisis Manage their overall high profile situation.
• Collaborated on a daily basis with Ontario's Retirement Home Regulatory Authority (RHRA) and Ontario's Retirement Community Association (ORCA) to assist this location on compliance standards so they could repatriate the home
• Virtually attended case conferences with Hamilton Health Sciences and Hamilton General's physicians and discharge planning team regarding our residents health and COVID status.
• Designated to re-train all employees — including Senior Management and Ownership — on the necessity of Infection Prevention and Control's (IPAC) recommended guidelines for best practice protocol in COVID-19 specific areas, and in general.
• Complied with all regulations and ensured licenses, inspections and other legal requirements remained up to date.
• Made myself fully available to speak with residents and their respective caregivers to answer all questions from the time of evacuation until my last shift and even up until today.
March 2016 - April 2017
• Collected feedback, developed resolutions and implemented changes in accordance with departmental, organization, provincial and federal regulations.
• Hired, trained and coached staff.
• Maintained schedule of all staff members.
• Oversaw all aspects of patient information, including advocacy, case management, admissions and care coordination.
• Processed all files, physician orders, social work assessments and recommendations to enhance the delivery of patient health services.
• Protected patient privacy and maintained information confidentiality.
August 2012 - February 2015
• Frequently worked as a "Charge Nurse" on our night-shift, supervising anywhere from three to four other Registered Nurses, and oversaw the collaborative care of a maximum of eighteen patients.
• Strong ability to multitask, as I frequently took a three to four patient assignment while working in the Charge Nurse role.
• Collaboratively worked with physicians to start the discharge planning process at the point of admission or post-operative transfer.
• Delivered high quality, safe, and consistent patient care.
• Continuously worked on improving my nursing skill sets while simultaneously taking a customer service approach towards patient care; This helped improve patient satisfaction levels with their overall hospital stay.
• Worked closely with social workers to navigate, negotiate, and dispute unexpected or additional health care costs.
• Took part in an administrative assistant role when I was not working as Charge Nurse.
• Directed patients' and their families or caregivers to additional cancer and health care treatment resources.
• Navigated through constructive criticism, positive feedback, and patient suggestions to research ideas on how to improve our nursing unit to better satisfy the patient during this difficult time in their life.
• Learned and demonstrated how to maintain emotional, personal, and physical composure during highly stressful medical emergencies.
• Ensured that the patient and his or her family were always kept up to date as to what the healthcare team was doing.
• Answered questions accurately, confidently, and in layman's terms to ensure patient and family involvement and understanding. If I was unsure of a question or answer, I quickly knew where to research or gather information to provide timely and accurate information.
February 2011 - August 2012
• Worked with a highly motivated team of cooks, waitresses, and management.
• Explained daily specials, menu items, and upcoming buffet and catering events.
• Helped customers navigate our cuisine options; Asked questions to find out each individual's likes and dislikes to help create a personal and enjoyable dining experience.
• Changed professional roles constantly throughout the day - waitress, cashier, custodian, food preparation assistant, and helped with advertisements throughout the town and on social media.
March 2009 - January 2011
• Gift shop located in Niagara Falls.
• Provided retail customer service to tourists, explained products and encouraged site seeing in the area.
• Handled cash and processed cash payments requiring currency exchange.
• Familiar with accepting traveler's cheques, and processing credit and debit payments.
• Occasionally processed refunds if management or I were unable to rectify a less than satisfactory product or shopping experience.
• One of the few individuals hand selected to assist with, and prepare for, our annual end of season inventory.