Jennifer Tucker
Dulwich Hill,NSW
Summary
To continue working in a customer service role, meeting objectives and gaining the best outcomes for all concerned wherever possible, and to exceed both client and peer expectations. I gain great satisfaction assisting others by offering exceptional service, as well helping my team around me. I would like the opportunity to gain new skills, and to further develop my own career path. Dedicated and compassionate Nurse (EN ) with progressive career history in direct patient care, triage and care coordination in fast-paced environment. Proven to remain calm under pressure and skillfully handle difficult patients and high-stress situations. Consistently developing strong relationships with patients and families through empathetic communication, respectful attitude and excellent customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Medical Health Support Manager
TASK The After School Klub
08.2021 - Current
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Prepared employee schedules for maximum coverage during key hours.
- Created, prepared, and delivered reports to various departments.
- Maintained up-to-date knowledge of industry trends, ensuring the support team remained well-versed in best practices.
- Developed a comprehensive training program, leading to a more knowledgeable and effective support team.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Endorsed Enrolled Nurse Gorman Unit AOD
St Vincents Hospital & Med CTR-NY
08.2019 - 08.2021
- Performed accurate documentation of patient assessments, interventions, and outcomes in compliance with regulatory standards.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Performed routine wound care and dressing changes on schedule.
- Promoted a safe and comfortable healing environment by addressing patient concerns promptly and professionally.
- Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
- Improved patient satisfaction ratings by delivering compassionate and personalized care.
- Implemented infection control measures that significantly reduced hospital-acquired infections.
- Utilized strong clinical judgment in prioritizing patient needs during high-stress situations, ensuring optimal outcomes.
- Collaborated with interdisciplinary teams for optimized patient treatment plans and outcomes.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Mentored new nursing staff members, fostering teamwork and improving unit efficiency.
- Reduced medication errors through thorough double-checking of prescriptions and dosages.
- Maintained up-to-date knowledge on emerging trends in nursing practice to enhance effectiveness in delivering quality care.
- Assisted physicians in performing diagnostic tests and procedures to facilitate prompt diagnosis and treatment.
- Increased quality of care by participating in ongoing professional development opportunities such as workshops, conferences, and online courses.
- Provided emotional support to patients'' family members during critical incidents, strengthening overall trust in the healthcare team.
- Consistently adhered to strict safety guidelines while administering medications or performing invasive procedures.
- Created an efficient shift handover process which improved continuity of care between nursing shifts.
- Streamlined communication between patients, families, and healthcare providers to ensure comprehensive understanding of care plans.
- Came up with treatment plans and communicated with patients about options, medications and self-management.
- Educated patients and families on diagnosis, neurological conditions and processes, treatments and expected outcomes.
- Expedited discharge processes by coordinating with various departments for timely completion of required paperwork.
- Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Educated family members and caregivers on patient care instructions.
- Monitored patient reactions after administering medications and IV therapies.
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
- Observed and documented patient factors such as diets, physical activity levels, and behaviors to understand conditions and effectively modify treatment plans.
- Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
- Performed triage on incoming patients and determined severity of injuries and illnesses.
- Provided skilled, timely and level-headed emergency response to critically-ill patients.
- Conducted ongoing monitoring and evaluations of behaviors and conditions, and updated clinical supervisors with current information.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
- Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities.
Endorsed Enrolled NURSE Pallitive Care
St Vincents Hospital & Med CTR-NY
08.2017 - 08.2019
- Performed accurate documentation of patient assessments, interventions, and outcomes in compliance with regulatory standards.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Performed routine wound care and dressing changes on schedule.
- Promoted a safe and comfortable healing environment by addressing patient concerns promptly and professionally.
- Implemented infection control measures that significantly reduced hospital-acquired infections.
- Collaborated with interdisciplinary teams for optimized patient treatment plans and outcomes.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Increased quality of care by participating in ongoing professional development opportunities such as workshops, conferences, and online courses.
- Provided emotional support to patients'' family members during critical incidents, strengthening overall trust in the healthcare team.
- Consistently adhered to strict safety guidelines while administering medications or performing invasive procedures.
- Created an efficient shift handover process which improved continuity of care between nursing shifts.
- Streamlined communication between patients, families, and healthcare providers to ensure comprehensive understanding of care plans.
- Came up with treatment plans and communicated with patients about options, medications and self-management.
- Met with and patients to discuss and distribute information on health maintenance and disease prevention.
Enrolled Nurse Transition Program
St Vincent’s Hospital
08.2016 - 08.2017
- Performed accurate documentation of patient assessments, interventions, and outcomes in compliance with regulatory standards.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Performed routine wound care and dressing changes on schedule.
- Promoted a safe and comfortable healing environment by addressing patient concerns promptly and professionally.
- Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
- Educated patients on disease management, self-care techniques, and wellness strategies to improve long-term health outcomes.
- Improved patient satisfaction ratings by delivering compassionate and personalized care.
- Implemented infection control measures that significantly reduced hospital-acquired infections.
Community Support Worker
Acquired Bain Injury Services
09.2015 - 08.2016
- To meet the needs of clients with an acquired brain injury on a day to day basis through the provision of quality direct care in consultation with the Service Co-ordination Manager, fellow staff members, the client and other agencies involved with the client.
Residential Support Worker
Tierney House St Vincent’s Hospital Homeless Health Team
09.2012 - 09.2015
- Within the framework of the Mission, Vision, Values and philosophy, as well as the Policies of St Vincent’s Hospital, the Tierney House Residential Support Worker is responsible for the provision of quality care to clients, which includes attention to their physical, social, emotional and spiritual needs, as well as communication with concern for their significant others.
Data Collection and Surveys
NSW Health
07.2007 - 09.2012
- Speaking with people from all backgrounds and gaining statistical information
Client Service Officer (CSO)
Housing NSW
09.2007 - 01.2011
- Assessing and assisting clients with diverse socio economic backgrounds, and complex needs
Tax Processing Division
Australian Tax Office
01.2007 - 01.2008
- Assessing and checking tax returns for Australian residents
Recruitment Consultant
NSW Police
01.2006 - 12.2007
- Screening and interviewing police recruits
Education
Diploma of Nursing - Nursing
Carers Australia
Sydney, NSW01.2016
Community Services Diploma - Family And Community Services
TAFE NSW
Ultimo, NSW12.2012
Community Services Certificate III - Family And Community Services
Community Service Cert 3
Ultimo, NSW12.2011
Dietary and Nutrition Certificate II -
01.2003
Higher School Certificate -
01.1991
Skills
- Microsoft Office: Access, Excel, Internet Power Point, Word
- Government /Employment Programmes: Homes, EA3000 /EA2000, Opus, Intranet Sites, IHS, TRIM, Vax, Under One Roof, NTS , ELS ,SAP, Mainframe, Atoms, IVR/SAP, Chime ,WebDelacy,MedChart,Riskman
- Call /Contact Centre Systems: Assist, Campaign Navigator, Dials, Elmo, Fox Pro, Host, Kronos, Melita, Nice, Peoplesoft, Siebel, Symposium
- Medication Administration
- Medication and IV administration
- Direct Patient Care
- Patient Care
- Patient Assessment
- Clinical Documentation
- Patient Education
- Clinical judgment
- Compassionate Care
- Patient Management
- Family Education
- Healthcare ethics
- Wound Management
- Care plan implementation
- Mental health care
- Diabetes management
- Disease Prevention
- Home Health Care
- Community health
- Seizure Management
- Palliative Care
- Tracheostomy Care
- Referral Generation
- Patient Assessments
- Patient Monitoring
- Compassion and Empathy
- Taking vitals
- Patient and family advocacy
- Wound Care
- Relationship Building
- IV setup
- Patient education and counseling
- Data Collection
- Professional Bedside Manner
- Medication Distribution
- Care Planning
- Intake and discharge
- Mobility Assistance
- Intravenous therapy
- Patient Relations
- Infection control measures
- Emotional awareness
- Procedure preparations
- High level of autonomy
- Emergency Response
- Personal care needs
- Long-Term Care
- Chart updating
- Palliative care awareness
- Hospice and palliative care
- Appointment Scheduling
- Managing deadlines
- Family advocacy
Attributes
- Adaptable with the ability to anticipate issues & offer solutions
- Committed to the end result & excel in roles that utilise my exceptional skills in customer service and people development
- Proactive, I am full of initiative & will help clients & peers wherever possible
- Innovative, people oriented problem solver with a keen sense of team engagement
- I believe it is possible to assist anyone, if the right assistance is provided
- It’s important to know what your objectives are. Once these are established, you can strive to reach beyond them.
Timeline
Medical Health Support Manager
TASK The After School Klub
08.2021 - Current
Endorsed Enrolled Nurse Gorman Unit AOD
St Vincents Hospital & Med CTR-NY
08.2019 - 08.2021
Endorsed Enrolled NURSE Pallitive Care
St Vincents Hospital & Med CTR-NY
08.2017 - 08.2019
Enrolled Nurse Transition Program
St Vincent’s Hospital
08.2016 - 08.2017
Community Support Worker
Acquired Bain Injury Services
09.2015 - 08.2016
Residential Support Worker
Tierney House St Vincent’s Hospital Homeless Health Team
09.2012 - 09.2015
Client Service Officer (CSO)
Housing NSW
09.2007 - 01.2011
Data Collection and Surveys
NSW Health
07.2007 - 09.2012
Tax Processing Division
Australian Tax Office
01.2007 - 01.2008
Recruitment Consultant
NSW Police
01.2006 - 12.2007
Diploma of Nursing - Nursing
Carers Australia
Community Services Diploma - Family And Community Services
TAFE NSW
Community Services Certificate III - Family And Community Services
Community Service Cert 3
Dietary and Nutrition Certificate II -
Higher School Certificate -
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