Francelyn Wilson
San Diego
Summary
Dynamic healthcare professional with extensive clinical and administrative experience of 22 years, excelling in patient care coordination and effective communication. Proven track record in implementing care improvements and managing electronic health records, enhancing patient outcomes while fostering collaboration among healthcare teams. Committed to delivering compassionate care and optimizing operational efficiency. Positive and upbeat with excellent communication skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Clinical Assistant Manager
Pacific Point Healthcare Services
07.2024 - Current
- Coordinated with appropriate administrative staff to address clinical, operational, and financial questions.
- Utilized effective communication and active listening skills when interacting with physicians, clinical staff, and patients.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Answered and triaged telephone calls to offer office and patient information, answer questions, and direct calls to clinical staff.
- Implemented care and efficiency improvements to support and enhance office operations.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Controlled costs to keep business operating within budget and increase profits.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with clinical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
Utilization Review Nurse Case Manager
Aurora Behavioral Healthcare Hospital
05.2023 - 05.2024
- Evaluated medical guidelines and benefit coverage to determine appropriateness of services.
- Obtained authorizations from multiple insurance carriers for various levels of care.
- Facilitated workgroup meetings with medical personnel to find effective solutions to issues.
- Performed prior authorization review of services requiring notification.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
- Conducted ongoing monitoring and evaluations of behaviors and conditions, and updated clinical supervisors with current information.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Developed and implemented comprehensive case management plans to address client needs and goals.
Nurse Clinical Liaison /Clinical Case Manager
Palomar Health - The Villas at Poway
08.2020 - 08.2023
- Responded to and investigated complaints and concerns of patients.
- Investigated and resolved issues affecting hospital operations and patient care.
- Performed triage on incoming patients and determined severity of injuries and illnesses.
- Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
- Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Evaluated patient histories, complaints, and current symptoms.
- Delivered high level of quality care to diverse populations while overseeing patient admission and triaging based on acuity and appropriate department admission.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Provided crisis intervention and risk assessments.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Worked with medical teams, patients and families to implement effective treatment plans.
- Coordinated individualized discharge plans to manage safe transition back into community and home environments.
- Participated in interdisciplinary care conferences to discuss patient care plans and referrals.
- Facilitated family meetings to discuss patient care plans.
- Coordinated patient discharge planning and follow-up care.
- Assessed risk factors of patients and made referrals for further services.
- Managed caseload to satisfy multiple patients with diverse needs.
- Provided patient and family education on available resources and self-care strategies.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
- Developed and implemented comprehensive case management plans to address client needs and goals.
Director of Staff Development
University Care Center
07.2018 - 01.2020
- Performed reviews of employee work performance to check for areas in need of additional training.
- Developed and delivered new hire training programs and continuous professional development.
- Helped develop successful recruitment and hiring plans.
- Monitored employee performance to look for areas in need of improvement.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Managed new employee orientation training process for more than 100 employees each year.
- Trained new hires to perform cross-training exercises with experienced workers.
- Conducted training courses and prepared videos for long-term use.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Researched and obtained relevant course materials to achieve training objectives.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Coordinated and prioritized required training courses for all employees.
Education
Licensed - Vocational Nursing
Grossmont Health Occupations Center
Santee, CABachelor of Science - Psychology
Grand Canyon University
Phoenix, AZ11-2025
Skills
- Verbal and written communication
- Care plan discussion
- Wound care management
- Healthcare team collaboration
- Telephone etiquette
- Needs assessment
- Electronic health records management
- Patient care coordination
- Clinical support
Certification
- Licensed Vocational Nurse - 2003 to Current
Timeline
Clinical Assistant Manager
Pacific Point Healthcare Services
07.2024 - Current
Utilization Review Nurse Case Manager
Aurora Behavioral Healthcare Hospital
05.2023 - 05.2024
Nurse Clinical Liaison /Clinical Case Manager
Palomar Health - The Villas at Poway
08.2020 - 08.2023
Director of Staff Development
University Care Center
07.2018 - 01.2020
Licensed - Vocational Nursing
Grossmont Health Occupations Center
Bachelor of Science - Psychology
Grand Canyon University
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