Tina Santos, MSN, RN
711 Sandlewood Ave
Summary
Highly motivated professional demonstrates ability to develop and implement successful plans of action to address individual needs. Possesses strong problem-solving skills to reduce barriers. Committed to helping individuals and families.
Healthcare professional prepared for this role with history of coordinating patient care and managing interdisciplinary teams. Proven ability to enhance patient outcomes through effective care plans and process improvements. Valued for teamwork, reliability, and adaptability, with key skills in patient advocacy and clinical assessment.
Overview
26
26
years of professional experience
Work History
Senior Nurse Case Manager
Blue Shield of CA
08.2023 - Current
- Enhanced patient satisfaction with personalized care plans tailored to individual needs and preferences.
- Conducted thorough assessments of patients'' physical, psychosocial, and financial needs to inform appropriate interventions and resources.
- Precept new hire, fostering professional growth and consistent adherence to best practices.
- Coordinated seamless transitions of care between various healthcare settings, reducing fragmentation in the treatment process.
- Improved patient outcomes by implementing evidence-based care plans and coordinating interdisciplinary team efforts.
- Collaborated with physicians, therapists, and other healthcare professionals to develop comprehensive care plans addressing medical, emotional, and social needs of patients.
- Assessed risk factors of patients and made referrals for further services.
- Collaborated with healthcare providers to drive continuity of care.
- Managed caseload to satisfy multiple patients with diverse needs.
- Completed psychosocial evaluations and needs assessments.
- Participated in interdisciplinary care conferences to discuss patient care plans and referrals.
- Coordinated patient discharge planning and follow-up care.
Call Center Operations Manager
OptumHealth
10.2007 - 08.2023
- Oversee performance for a span of 16-22 call center triage nurses.
- Meet or exceed quality assurance benchmarks and set standards for improvement.
- Evaluated data to identify trends and determine customer service needs.
- Conduct performance reviews for triage nurses to reduce resolution times and improve customer satisfaction ratings.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Manage call center statistics, costs savings practices and customer service metrics.
- Establish team priorities, manage staff schedules and ensure staffing aligns with business needs.
- Direct training and retraining of employees to boost performance and enhance business results.
- Knowledge of policies and procedures, work instructions and job aids for compliance.
- Provided real-time coaching, guidance and feedback to registered nurses to achieve metric goals.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
Home Health Registered Nurse
St. Joseph's Health, Home Care Services
01.2003 - 10.2007
- Informed physicians of any changes to patients' health or concerns observed during home visits.
- Provided physical assessments, medication and chronic disease management to home health patients.
- Traveled to patients' homes on daily basis to assess health conditions and provide superior level of nursing care.
- Trained, guided, supported and supervised home health aide care providers.
- Incorporated therapeutic, rehabilitative and nursing goals into detailed, individualized care plans based on diagnoses.
- Worked with multidisciplinary team to carry out successful treatment plans for diverse acute and chronic conditions.
- Determined and addresses individual home care needs by completing detailed assessments and reviewing documentation.
- Collaborated with vendors to procure medical equipment, supplies and services.
- Advised and coached patients progressing from hospitals, rehab facilities and other medical organizations to at-home treatment settings.
- Introduced changes to patient care plans based on regular evaluations and patient changes.
Registered Nurse, Emergency Department
Anaheim Memorial Medical Center
01.2002 - 01.2003
- Managed care from admission to discharge.
- Oversaw delivery of care for patients on medical-surgical unit, providing direct care, delegating nursing assignments, and supervising team comprised of nurses, LPNs, technicians and unit clerks.
- Conferred with physicians to discuss diagnoses and devise well-coordinated treatment approaches.
- Organized and managed care of patients undergoing various therapies and procedures.
- Monitored patient condition by interpreting and tracking EKG readings, identifying irregular telemetry readings and updating team members on changes in stability or acuity.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process and management and lifestyle options.
Home Health Registered Nurse
Santa Rita Home Care
07.1999 - 01.2002
- Informed physicians of any changes to patients' health or concerns observed during home visits.
- Provided physical assessments, medication and chronic disease management to home health patients.
- Traveled to patients' homes on daily basis to assess health conditions and provide superior level of nursing care.
- Educated patients on use and benefits of equipment such as home blood pressure cuffs and glucose meters.
- Worked with multidisciplinary team to carry out successful treatment plans for diverse acute and chronic conditions.
Education
Master of Science - Nursing Education And Leadership
Capella University
08.2015
Associate of Science - Nursing
Cerritos College
Norwalk, CA05.2001
Licensed Vocational Nurse - Nursing
Concorde Career College
Garden Grove, CA05.1998
Skills
- Interpersonal networking
- Employee Motivation
- Operational Efficiency
- Constructive Feedback
- Employee Engagement
- Employee Performance Reviews
- Corrective Actions
- Hiring Oversight
- Data Analysis
- Key Performance Indicators (KPIs)
- Staff Development
- Problem Identification
- Interpersonal Communication Skills
- Case Reviews
- Interdisciplinary collaboration
Timeline
Senior Nurse Case Manager
Blue Shield of CA
08.2023 - Current
Call Center Operations Manager
OptumHealth
10.2007 - 08.2023
Home Health Registered Nurse
St. Joseph's Health, Home Care Services
01.2003 - 10.2007
Registered Nurse, Emergency Department
Anaheim Memorial Medical Center
01.2002 - 01.2003
Home Health Registered Nurse
Santa Rita Home Care
07.1999 - 01.2002
Associate of Science - Nursing
Cerritos College
Licensed Vocational Nurse - Nursing
Concorde Career College
Master of Science - Nursing Education And Leadership
Capella University
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