Heather Swanner, R.N.
Virginia Beach
Summary
Proactive Director of Medical Support with extensive experience in team development and operational efficiency. Proven track record in fostering positive work environments, boosting client satisfaction, and ensuring compliance with regulatory requirements. Skilled in employee mentorship, performance evaluations, and customer relationship management.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Medical Support
Patient First
12.2015 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory
- requirements.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Revolutionized customer service protocols, significantly improving customer satisfaction ratings.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
ACLS and Code Drill Instructor
Patient First
01.2013 - 01.2022
- Conducted regular assessments of trainee progress, providing constructive feedback for improvement.
- Created a supportive learning environment by fostering open communication between instructors and trainees.
Registered Nurse-Urgent Care
CHKD - The King's Daughters
10.2018 - 02.2019
Director of Medical Support
Patient First
12.2011 - 12.2015
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory
- requirements.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Revolutionized customer service protocols, significantly improving customer satisfaction ratings.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Was recognized for having the most efficient center in the region for five years straight as well as the center with the highest customer service satisfactory ratings for four years straight
Emergency Room, Registered Nurse
HCA/Reston Hospital
03.2014 - 06.2014
Emergency Room Registered Nurse (Pediatric ER)
INOVA Hospital
04.2012 - 07.2012
Education
Bachelor of Science - Nursing
Capella University
02-2024
Skills
- Verbal and written communication
- Strategies and goals
- Rules and regulations
- Effective leader
- Staff training/development
- Budget Management
- Staff hiring
- Scheduling
- Delegation
- Recruitment
- Employee reviews
- Business marketing
- Problem-solving abilities
- Multitasking
- Reliability
- Operational Efficiency
- Team building
- Customer Relationship Management
- Professionalism
- Staff Training
- Communication
- Supervision and training
- Manage operations
Certification
- Registered Nurse VA.
- Basic Life Support Certification (BLS)
- Advanced Cardiac Life Support Certification (ACLS)
- Pediatric Advanced Life Support Certification (PALS)
Timeline
Registered Nurse-Urgent Care
CHKD - The King's Daughters
10.2018 - 02.2019
Director of Medical Support
Patient First
12.2015 - Current
Emergency Room, Registered Nurse
HCA/Reston Hospital
03.2014 - 06.2014
ACLS and Code Drill Instructor
Patient First
01.2013 - 01.2022
Emergency Room Registered Nurse (Pediatric ER)
INOVA Hospital
04.2012 - 07.2012
Director of Medical Support
Patient First
12.2011 - 12.2015
Bachelor of Science - Nursing
Capella University
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