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Work Background
CVS HealthNurse Case Manager
Feb. 2024United StatesAs a Case Management Nurse at CVS Aetna, I play a key role in guiding patients through complex healthcare journeys. I work closely with interdisciplinary teams to ensure each individual receives a personalized care plan that truly meets their needs. From assessing health conditions and coordinating services to making sure resources are used effectively, I stay focused on delivering high-quality, patient-centered support. I also help patients navigate care transitions—whether it’s planning follow-up visits or offering clear guidance on medications and symptom awareness. A big part of my day includes connecting with high-risk members over the phone, checking on their progress, and reinforcing preventive care practices that align with clinical standards.
My Key Contributions for this role:
• Surpassed 96% OMT benchmark across all indicators by implementing continuous performance monitoring and driving incremental process improvements.
• Exceeded 25% care plan completion target by engaging members and fostering participation in personalized healthcare plans.
• Maintained talk time above 30% benchmark through focused communication strategies that enhanced member interactions.
• Achieved perfect scores on all 2025 call audits by delivering exceptional service quality and adhering to audit standards.
Panoramic HealthClinical Operations Manager
Jan. 2023 - Oct. 2023United StatesAt Panoramic Health, my role centered on aligning day-to-day clinical operations with the goals of Medicare’s value-based care programs. I regularly reviewed team documentation and communications to ensure everything met internal standards and federal guidelines. Maintained a balance of compliance and quality—making sure processes were held up under scrutiny while still delivering the best possible care experience. I also collaborated closely with nephrology practices to drive performance under shared risk and pay-for-performance models, helping improve both clinical outcomes and cost efficiency.
My Key Contributions for this role:
• Improved patient engagement rates by reaching 71% of annual goal by June, just six months into year by introducing targeted team performance strategies and driving accountability across licensed and unlicensed care teams.
• Exceeded the annual Patient Activation Measure (PAM) stretch goal of 60% well ahead of schedule by May by optimizing patient-centered processes and implementing proactive outreach initiatives across market population.
• Increased clinical productivity and operational consistency across 16 practices in nine northeastern states by designing and implementing scalable workflows that supported care team efficiency and enhanced patient outcomes.
• Strengthened performance oversight across five clinical teams and 10+ medical practices by monitoring key metrics, providing structured coaching, and executing data-driven remediation plans for underperformance.
• Reduced preventable hospital admissions and average length of stay by leading pilot programs, such as emergency department triage redesign, multidisciplinary care planning, and discharge workflow enhancements.
• Fostered clinical alignment and operational transparency by leading regular engagement initiatives, including monthly APP and partner meetings, monthly RDO leadership forums, and weekly RN team huddles focused on metrics and updates.
UnitedHealth GroupSenior Training Specialist
Jan. 2018 - Dec. 2022Canonsburg, Pennsylvania, United StatesIn this role, I was focused on making training meaningful and effective—not just checking boxes. I created tailored learning content based on real-time feedback, performance metrics, and regulatory updates, making sure every training session had direct impact on clinical outcomes. I also maintained an open-door policy for frontline staff, staying available to troubleshoot, support, and coach in the moment. This created a culture where learning was ongoing, accessible, and tied to real results in patient care and team success.
My Key Contributions for this role:
• Achieved 98% completion rate for required training across urgent care centers in West Virginia and Virginia by implementing region-wide system for tracking eLearning modules, skill-based checklists, and clinical competencies.
• Enabled safe/compliant patient care by developing and delivering targeted onboarding programs that aligned new clinical and provider staff with UnitedHealth policies, joint commission protocols, and urgent care expectations.
• Accelerated staff readiness and reduced onboarding time by designing hands-on and virtual training materials tailored to specific needs of urgent care clinicians, ensuring relevance and immediate applicability on floor.
• Increased long-term staff performance and confidence by instilling key professional skills, such as time management, clinical prioritization, self-assessment, and accountability during onboarding and ongoing training process.
• Improved clinical quality outcomes by maintaining detailed competency checklists, conducting regular performance evaluations, and providing structured coaching to staff across 25 to 30 urgent care centers.
• Promoted leadership development and succession planning by researching, developing, and delivering multiple professional development series across organization, encouraging staff to pursue growth within clinical and leadership pathways.
HumanaCase Management Nurse
Nov. 2013 - Jan. 2018United StatesI provided case management to over 200 members monthly. Ensured Hedis measures are followed on each member, assisted my team as needed and filled in for team coach when needed.
HumanaRegistered Nurse
Nov. 2013 - Jan. 2018Tampa/St. Petersburg, Florida AreaCase manager for 245 members.
HumanaNurse Case Manager
Nov. 2013 - Jan. 2018St Petersburg, Florida, United StatesProvided excellent coordination of patient care services to include monthly calls to over 200 patients. Completed extensive assessments of patients to include needs, education, treatment plans, and medication reviews. Effectively decreased hospital admissions by providing excellent effective listening, and communication with patients to determine deteriorating patients with emergent needs.
CAMCRN Critical Care
Jun. 2007 - Feb. 2011United StatesWorking in the ICU taught me how to stay calm under pressure and act fast with precision. I managed complex medication administration through IV, NG, PEG, and other advanced routes, always adjusting to the evolving condition of critically ill patients. Beyond clinical interventions, I also focused on discharge planning—ensuring patients had the right support systems, transportation, and medications lined up for a safe recovery at home. One of the most meaningful parts of this role was supporting families through end-of-life care, offering both empathy and practical guidance during their most difficult moments.
My Key Contributions for this role:
• Reduced risk of patient decline and improved response outcomes by identifying changes in patient condition and initiating immediate critical interventions in high-acuity scenarios.
• Promoted patient stabilization and recovery by delivering continuous, comprehensive nursing care to multiple critically ill individuals each shift, while adapting plans in real time to meet dynamic clinical needs.
• Improved pain management outcomes and enhanced patient comfort during critical illness by regularly assessing pain levels and applying targeted nursing interventions for symptom control.
• Increased procedural efficiency and improved patient safety by assisting physicians during high-risk interventions, such as bronchoscopy, endoscopy, colonoscopy, intubation, and cardioversion in emergent settings.
• Enhanced procedural outcomes and minimized complications by administering sedation under established protocols to support safe completion of bedside and diagnostic procedures.
• Reduced adverse events and supported patient advocacy by adhering to physician orders while monitoring for inconsistencies and communicating concerns to promote patient-centered care.
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