Silas Lumwaji
REGISTERED NURSE
Nairobi
Summary
A conscious nurse with expertise in the provision of exemplary care to maintain the health safety and development of patients with different health care needs. Demonstrates strong compassionate care and evaluate care effectiveness. Acts with integrity and in the best interest of patients whilst ensuring compliance with trust policies and the Nursing Council of Kenya guidelines to promote ward efficiency and the delivery of operational excellence. Ability to advocate for patients needs. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
7
7
years of post-secondary education
Work History
Registered Nurse
NAIROBI MENTAL HEALTH SERVICES
10.2023 - Current
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Aided in the implementation of new software systems, providing input on user experience and assisting with training for other team members.
- Educated patients on importance of preventive health care and insurance coverage.
- Resolved patient billing issues in line with established guidelines.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
Registered Nurse
St Judes Medical Center
12.2022 - 09.2023
- Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals
- Administered medications via oral, IV, and intramuscular injections and monitored responses
- Updated patient charts with data such as medications to keep records current and support accurate treatments
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions
- Demonstrated expertise in wound management techniques resulting in accelerated healing times for patients with complex wounds or pressure injuries.
- Collaborated with interdisciplinary teams to develop comprehensive treatment plans for complex patients with multiple comorbidities.
- Served as a preceptor for nursing students during their clinical rotations, providing valuable real-world experience and guidance to foster professional growth.
Education
Basic Life Support Certificate - undefined
03.2023 - 05.2023
Nursing License - undefined
01.2023 -
Diploma in KRCHN - undefined
09.2018 - 05.2022
Kenya Certificate of Secondary Education - undefined
01.2011 - 05.2014
Certificate in Computer Packages - undefined
04.2015 - 05.2015
Skills
Compassionate and Care
Microsoft office
Health Care Ethics
Work flow and patient management
Counseling
Operational Standards
Nursing Staff Leadership
Insurance Verification
Insurance billing
Multi-line phone talent
Stocking and replenishing
Recordkeeping strengths
Aided in the implementation of new software systems, providing input on user experience and assisting with training for other team members
Statistical Data Management
Affectionate Communication Skills
Time management and goal setting
References
- Peter Kirima, Bishop, The Church Of Jesus Christ of Latter-Day Saints, 0700178142
- Rachael Mutui, HOD Nursing, Kenya Medical Training College, 0727396308
- Edgar Lime, Nurse in-charge, St Jude's Medical center, 0729004414
- Dr. Catherine Syengo CEO; Nairobi Mental Health Services 0737212759
Projects
Zero Malaria Starts With Me campaign, 09/2021, Carried out community Data mapping., Carried out household registration., Offered health education on benefits of Malaria prevention., Participated in Mosquito net distribution. Kenya National Bureau of Statistics, Census 2019, 08/2019, Community mapping, Household registration, Census administration, Was able to finish my enumeration area and even assist colleagues with their areas.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Languages
English
Bilingual or Proficient (C2)
German
Beginner (A1)
French
Elementary (A2)
Timeline
Registered Nurse - NAIROBI MENTAL HEALTH SERVICES
10.2023 - Current
American Heart Association - Basic Life Support Certificate,
03.2023 - 05.2023
Nursing Council of Kenya - Nursing License,
01.2023 -
Registered Nurse - St Judes Medical Center
12.2022 - 09.2023
Kenya Medical Training College - Diploma in KRCHN,
09.2018 - 05.2022
I-Net Computer College - Certificate in Computer Packages,
04.2015 - 05.2015
Senende High School - Kenya Certificate of Secondary Education,
01.2011 - 05.2014