Every day, a growing number of dedicated nurses care for aging adults and people with complex medical needs inside their homes, administering daily medications, providing relief from the symptoms and stress of a serious illness, and managing personalized plans of care.
To pay tribute to the specialized and tireless work of thousands of nurses throughout the network, BrightStar Care launched a national Nurse of the Year program to recognize the nurses who are working hard to deliver A Higher Standard of Home Care each and every day.
This year, our Registered Nurse, Tracee Serrano was nominated. Here is the nomination letter about Tracee:
Tracee Serrano has been with BrightStar of Fort Wayne for over two years.
She actually started with us as a Certified Nursing Assistant, and worked in that capacity while she finished her RN degree.
After she finished her RN degree she went to a local facility for a while and gained valuable experience, but told us repeatedly that being a BrightStar RN Case Manager was her dream job.
After about a year of being out of BrightStar an RN Case Manager position opened in our office.
Tracee has been in her new role as an RN Case Manager for about 7 months now and the impact to our organization has been very profound.
She maintains a client load of ~60 clients and handles sup visits, re-assessments, doctors orders, 24/7/30 client updates, and works closely with her assigned Client Service manager to provide a Higher Standard of care for her clients.
In a recent Level 10 meeting Tracee outlined to the team how she and her Client Service Manager have developed a new Dealing with Difficult Clients process to help them do better customer service with her clients.
The team was so interested that they requested she outline her process in a document (attached below). This has become a foundational tool for our team on working with clients in crisis and improving our Net Promoter Score in the coming months.
Tracee has been using the process with great result for a number of months and as a result her clients traditionally provide some of the highest Press Ganey results in our company.
This is only one example of how she makes more possible for her clients and peers every day.