Kelley Madden

As a Patient Representative, I interact professionally with all healthcare providers, office staff, patients, and visitors. I answer inbound and outbound phone calls, skillfully scheduling appointments, filling out demographic information accurately, appropriately applying insurance verifications, working in work queues precisely, and competently selecting correct appointment slots. Administrative duties, including email, fax, team messages, and live open chat. I set a high standard for myself as I deliver exceptional professional quality customer service while working in a high-volume, fast-paced, metrics-driven environment. Collecting legal tender and verified patient information during registration processes. Maintained confidentiality of patient information in accordance with HIPAA regulations. Verified insurance eligibility through online portals or by phone calls.

While understanding WakeMed's mission, vision, values, and goals while promoting positive work ethic. Rounding ,Q2 turn patient's, 5P's, Take 5, Ordering stock within budget constraints to ensure unit remained financially stable. Ensures unit cleanliness and organization, maintaining a clutter-free environment. Responding promptly to call lights, assisting with all patient care needs regardless of assignment. I am an EPIC Superuser, recording documentation in patient charts accurately. I assist with patient transfers using medical equipment and trained new employees' on equipment usage as well as functioning of the unit's workflow.

As a Clinical Secretary/Nurse Aid I provide appropriate secretarial support to patients, families, & professional staff to ensure efficient customer oriented service delivery.

My duties include: Actively support & incorporate with Wakemed’s Patient & Family Centered Care (PPFCC) while delivering patient care under the direction of the registered Nurse.

I fully understand the needs of the Wakemed organization & I totally support the mission, vision, values, & aspirational goals that I perform daily while maintaining a positive & outstanding work ethic for my colleagues & co-worker’s alike, as well we motivating & displaying The Wake Way Behavior at all times.

Ordering for 2 unit’s to be stocked daily or every other day while staying within the budget and keeping unit budget out of the red.

Keeping the unit clean, organized and free from clutter.

Answering call lights promptly while being that go-to person everyone needs in a highly populated turnover environment.

Working under supervision of a registered Nurse caring for acutely ill patient’s varieties of medical issues.

Maintain a positive rapport with all colleagues, patient’s family members, and all staff displaying The Wake Way behavior at all times going above & beyond the call of duty within my scope of practice.

Lead Tech; Rounding; Charting; ADL’s; Following safety guidelines as well as isolation precautions & procedures.

Admissions; Discharges; Transferring duties & functions.

As a Clinical Secretary I have to contact medical consults within the Wake Med medical entities or outside medical consults.

Ordering stock & staying within unit’s budget monthly, keeping & maintain unit’s daily operations while saving units cost.

I am one of the-go-to persons on the Unit Equipment’s Council.

I make sure all medical equipment is working properly & I train new employees how to use all medical equipment properly.

I tag & label all medical equipment & devices on unit.

Working under the supervision of a registered Nurse.

Duties include: Recorded all documentations in the patients chart by computer, measurements, outputs, intakes, activities and positions.

Admission, transfer, and discharge function.

Meeting with my shifts nursing staff on a regularly scheduled basis, to assist in identifying and correcting problem areas, and/or the improvement of patient’s call bells are within reach of the patient at all times.

Maintaining safety and confidentially of any and all patient’s care information.