manager of clinical support services resume example with 13+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

  • Communication
  • Working collaboratively
  • Critical thinking
  • Flexible
  • Active listening
  • Training & Development
  • Computer skills
  • Troubleshooting
  • Nursing staff leadership
  • ELNEC training (End-Of-Life-Care)
  • Staff Development and Precepting
Education and Training
Valencia State College Orlando, FL, Expected in Associate of Science : Nursing - GPA :
Valencia State College Orlando, FL, Expected in : Associates Degree in Psychology - GPA :
Lake Technical College Eustis, FL, Expected in : Licensed Practical Nurse - GPA :


Six Sigma Green Belt Certified

Brookdale Senior Living - Manager of Clinical Support Services
Edina, MN, 08/2016 - Current
  • Manages all aspects (Staffing, Financial, and Quality Performance) of care provided both Clinical Phone Triage Center and After-Hours field RN's (Runners).
  • Responsible for overseeing staff working outside standard business hours, including second and third shifts, covering all Cornerstone regions in Florida and Georgia; 7 days per week/365 days a year.
  • Responsible for hiring, training, developing, and evaluating all staff assigned to my departments.
  • Certifies that clinical triage support is effectively and sensitively provided via recorded call monitoring and quality assurance measures are followed.
  • Evaluates escalated issues, utilizing both clinical judgement and established guidelines, polices, and procedures.
  • Researches and resolves internal and external concerns, incidents, and suggestions.
  • Ensures on-going communication and collaboration with internal and external sources (Executive Directors, Admission/Team Managers, CMO/Physicians, as well as other members of the Senior Leadership Team as appropriate).
  • Creates and completes scheduled reporting by using available reports (KPI, CAHPS, Mitel recorded call system, Observation quality forms, budget statements) to monitor and manage team performance.
  • Confirms that evaluations, competencies, and mandatory trainings are completed in a timely manner.
  • Communicates and implements systems to meet quality and timeframe goals, while positively motivating staff to achieve these goals.
  • Worked closely with Informatics and IT in piloting Visit Path reporting system.
  • Developed step by step training materials for the call center on how to navigate and use myUnity from a triage perspective. This is on-going group and individualized trainings as our EMR progresses in development.
  • Personally on-boarded and trained each new call center triage nurse and 3E runner on operating systems, software, polices, procedures, and processes before having them shadow/orient with department co-workers.
Cornerstone Hospice - Call Center Triage RN & Designated Preceptor
City, STATE, 01/2014 - 07/2016
  • Answered and responded to incoming calls from patients to assess patient symptoms, determine health status and identify needs.
  • Documented symptoms, complaints and issues discussed during calls and actions taken in patient medical records.
  • Requested direction from physicians to determine best clinical course of action and recommendations in specific patient situations.
  • Scheduled, trained, and on-boarded all new triage staff as the designated preceptor.
  • Assisted the Call Center Supervisor making the monthly staff schedules and monitoring of patient calls for quality assurance.
Cornerstone Hospice - On Call RN & Float
City, STATE, 03/2011 - 12/2013
  • Responded to urgent situations with speed, expertise and level-headed approaches to provide optimal care, support and symptom management interventions.
  • Received messages from after hours answering service, triaged all calls for Lake and Sumter Counties. If unable to effectively triage over the phone, I made in person on call visits to better assess and care for the patients needs.
  • Floated to teams to help manage case loads, assisted as a clinician in the hospital, completed urgent after hours admissions.
  • Designated preceptor for all On Call field staff while on boarding and training for their permanent position.
Cornerstone Hospice - Hospice LPN
City, STATE, 08/2007 - 02/2011
  • Crisis Care LPN- Evaluated patients status, documented vital signs, followed plan of care, administered medications per MD orders.
  • Monitored patient's status on-going throughout shift and documented every hour and PRN per policy.
  • Communicated concerns regarding patients' status, care and environment to team nurse or if after hour to the on call triage nurse.
  • Educated families on end of life signs and symptoms, disease processes and progression.
  • LPN Float- Floated to various teams to assist the RN's with follow up visits, and any other duties that were delegated to me in my scope of practice.
  • LPN Runner- Responsible for direct patient care and concerns when dispatched by triage RN.

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Resume Overview

School Attended

  • Valencia State College
  • Valencia State College
  • Lake Technical College

Job Titles Held:

  • Manager of Clinical Support Services
  • Call Center Triage RN & Designated Preceptor
  • On Call RN & Float
  • Hospice LPN


  • Associate of Science

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