Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gloria Montoya

Fontana

Summary

Professional in patient care with solid experience in advocacy and support services. Consistently delivers impactful results through strong team collaboration and adaptability to changing needs. Skilled in patient communication, conflict resolution, and navigating healthcare systems. Known for reliability, empathy, and strong focus on achieving positive outcomes.

Overview

9
9
years of professional experience

Work History

Patient Care Advocate

Cigna
10.2023 - Current


  • Deliver exceptional customer service through active listening skills and addressing concerns promptly.
  • Maintained strict confidentiality and compliance with HIPAA regulations, ensuring patient privacy.
  • Enhanced patient satisfaction by efficiently processing prescription orders and addressing inquiries.
  • Contributed to increased revenue by identifying potential clients for the company''s prescription benefit management services.
  • Increased efficiency of prescription refill processes, implementing automated systems that saved time for both patients and staff members alike.
  • Exceeded performance metrics regularly, demonstrating exceptional commitment to quality service delivery.
  • Demonstrated a strong commitment to customer satisfaction, going above and beyond to ensure the highest level of care for each patient served.
  • Maintained high levels of data accuracy by meticulously updating patient records and ensuring HIPAA compliance.
  • Reduced average call response time by effectively triaging customer concerns and promptly resolving issues.
  • Independently manage day in a fast paced environment
  • Investigates and resolves patients issues or complaints by obtaining necessary information from policy.
  • Provides support with prior authorizations in regards to next steps on denials.
  • >90% in Quality
  • >90% in Contact Resolution


Licensed Vocational Nurse

In Home Supportive Services
01.2016 - Current
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Developed engaging recreational activities tailored to individual interests and abilities, boosting mental stimulation for patients throughout their day-to-day lives.
  • Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
  • Monitored vital signs regularly, detecting any abnormalities or changes in condition to promptly inform medical professionals.
  • Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
  • Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
  • Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.

Licensed Vocational Nurse

Redlands Community Hospital
02.2023 - 07.2023
  • Evaluated patients'' wounds and recommended appropriate treatments, expediting the healing process.
  • Treated and carefully tended to vascular and diabetic ulcers.
  • Collaborated with healthcare team to implement interventions for wound healing and skin breakdown prevention.
  • Implemented plans to prevent pressure ulcers and other wound developments.
  • Assessed and treated draining of wounds and burns.
  • Conducted regular assessments of patients'' wounds to monitor progress and adjust treatment plans accordingly.
  • Communicated effectively with patients from diverse backgrounds, fostering trust and understanding throughout their treatment journey.
  • Educated patients and caregivers on proper at-home wound care, promoting self-management and reducing complications.
  • Reduced wound infection rates through strict adherence to aseptic protocols and proper wound dressing procedures.
  • Effectively managed inventory of supplies, ensuring availability of necessary materials for timely delivery of care to patients.
  • Coordinated with healthcare providers to develop individualized care plans, addressing the unique needs of each patient.

Nursing Student

VA Loma Linda Hospital
08.2019 - 05.2021
  • Conducted thorough head-to-toe assessments on assigned patients during each shift, identifying any abnormalities that required further attention from healthcare providers.
  • Worked alongside experienced nursing professionals to learn new procedures.
  • Contributed to a safe and hygienic environment by adhering to strict infection control protocols and maintaining proper sanitation procedures.
  • Participated in clinical rotations across various departments for well-rounded exposure to diverse nursing practices.
  • Bathed, changed and fed patients suffering from discomfort, ailments and disabilities to provide extra assistance and care.
  • Utilized critical thinking skills when assessing patients'' needs, enabling timely identification of potential concerns requiring intervention from nursing staff or physicians.
  • Cleaned and treated wounds to avoid infection and provide protection.
  • Actively sought feedback from nursing staff and incorporated constructive criticism into personal practice for continuous improvement and professional growth.
  • Demonstrated adaptability by quickly responding to changing patient conditions and adjusting care strategies accordingly.
  • Reviewed charts, doctor notes and test results to gather information on patients.
  • Promoted a culture of learning within the clinical setting by sharing knowledge gained from educational experiences with peers and mentors.
  • Collaborated with interdisciplinary team members to optimize patient outcomes through comprehensive treatment planning.

Education

High School Diploma -

Nursing

ICEC
San Bernardino, CA
05.2021

Skills

  • Medical Terminology
  • Medication Administration
  • Quality Assurance
  • HIPAA Compliance
  • Empathy Display
  • Calm and Effective Under Pressure
  • US Commercial Medical Call Operations Background
  • Excellent communication skills
  • Proficiency in word and outlook

Timeline

Patient Care Advocate

Cigna
10.2023 - Current

Licensed Vocational Nurse

Redlands Community Hospital
02.2023 - 07.2023

Nursing Student

VA Loma Linda Hospital
08.2019 - 05.2021

Licensed Vocational Nurse

In Home Supportive Services
01.2016 - Current

High School Diploma -

Nursing

ICEC

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