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Skillful Urgent Care Nurse Practitioner resume

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Executive Profile

A passionate, digitally minded and customer obsessed leader that continuously delivers value throughout the customer journey. I thrive on leading the best in class omni channel customer focused teams. 

Florida State University 2007

Bachelor of Science - Business Administration. Emphasis on Management, Finance and Hospitality.

Technical Skills:
MS Office, Excel, Powerpoint, Zendesk, Freshdesk, Salesforce, desk.com, five9, Genesys, Qualtrics, Jira, Tableau, Gartner & Forrester.
Professional Experience
NJOY - Consultant Nov 2018 to Apr 2019
New York, NY
  • Audited the end to end customer experience, identified areas of improvement, created a strategy and implemented improvements which include:
  • Sourced, selected, trained and managed budget of 3rd party vendor to handle low level customer inquiries. Also, held them accountable for achieving KPIs.
  • Refresh website, update FAQs & build a robust knowledge base/help center which increased self-service and decreased department costs & number of contacts.
  • Implemented workflows, documented SOPs and developed a product issue tracking system.
Etsy - Consultant May 2018 to Nov 2018
New York, NY
  • Sourced and selected a new CRM and was in charge of the migration, implementation and optimization of the new customer support platform.
  • I spearheaded outsourced vendor sourcing and selection and launch of expanded operations to support our international growth and delivery of multi-language customer service in new international markets and 6 new languages including French, Spanish, Polish, Italian, German, Russian. 
  • Grew internal CX team by 5X, combination of direct and indirect hires, scaling team into a 7-day operation. 
  • Managed Customer Service integration and strategy with new business acquisitions. 
  • Reduced our Email from 24hrs to 2hrs, increased CSAT (customer satisfaction), NPS and decreased customer effort. 
  • Implemented chat and phone channels.
  • Hired 6 managers bringing my total number of direct reports to 20 and internal head count of 150 with another 500+ outsourced.
  • Implemented new member rate changes with customer communication and contact center response plans to maintain satisfaction and minimize attrition.
  • Recommend process and systems changes that will improve team performance, efficiencies, and overall customer experience.
  • Standardized workflow process, improving overall customer experience, resulting in 20% decrease in customer contacts.
  • Spearheaded department transition into a 24/7 international contact center.
Google Venture Backed Start-up - Consultant Feb 2018 to May 2018
New York, NY
  • Design the omni-channel consumer experience, lead the development of the creative campaign and the digital engagement strategy.
  • Support the development of the brand architecture (positioning, messaging, identity).
  • Lead the application of brand architecture to the development of the creative campaign and CX design.
  • Lead the pre-launch testing and post-launch measurement of the above.
  • Continuously develop new consumer insights related to the customer journey and their paths to purchase.
L'Oréal - Consultant Apr 2017 to Feb 2018
New York, NY
  • Developed workflow process, created training manuals for new CS associates, increasing retention rates to 100%. 
  • Originated department service levels and KPI's. 90/8 SLA for phones, email SLA within 2 hr, chat SLA within12 sec. 
  • Developed and maintained weekly forecast for in-bound contacts, resulting in more efficient staffing model. 
  • Originated personalized on-boarding procedures & developed a training manual engaging multi-learning styles, improving retention by 45%. 
  • Implemented new CRM technology for phone, email, and social media. Increasing department efficiency by 62%. Increased CAST scores by 43% showcasing department loyalty generation by contact channel.
  • Built weekly in-bound forecast module, resulting in efficient staffing: decreasing department spend by 28% and increasing department productivity by 73%.
  • Streamlined internal operational process, resulting in lower AHT on tickets and higher CSAT scores.
Verifone/Curb App - Consultant Dec 2016 to Apr 2017
New York, NY
  • Managed the daily customer experience team of 50+ that was responsible for a fleet of 14,000 vehicles (Yellow & Green cabs) on the Curb app as well as driver training, process improvement, new product development/launch and passenger experience in New York City.
  • Monitored and analyzed key metrics, customer feedback, and observations to build passenger retention.
  • Co-head of MTA pilot program to provide over 1,000 access-a-ride trips per day.
  • Piloted ride sharing with Via using NYC taxis which included updating driver information monitors, driver training, route optimization and best practices.
Karhoo - (A ride booking app similar to Uber) - Consultant May 2016 to Dec 2016
New York, NY
  • Hired and trained U.S. based customer experience team for Tier 3 tickets and outsourced Tier 1 & 2 tickets to 3rd party vendor which decreased department spend by 20%. 
  • Created driver & fleet scorecard and feedback loop to consistently improve on the level of service and passenger experience. 
  • Subject matter expert and key point of contact for all high-level escalations, social media, marketing, vendors and global partners.
  • In charge of vehicle fleet and driver onboarding for NY, NJ, Chicago, L.A., Miami and Texas for app transportation booking services.
  • Implemented new CRM technology for phone, email, chat and social media which increased department efficiency by 20% and increased CSAT scores by 35%. 
  • Established department service levels and KPI's. 90/10 SLA for phones, email SLA within 1 hr, social media response within 1 hr.
  • Created driver & fleet scorecard and feedback loop to consistently improve on the level of service and passenger experience.
Graze (A Unilever Company) Consultant Mar 2015 to May 2016
New York, NY
  • Audited the end to end customer experience, identified areas of improvement, created a strategy and implemented improvements which included customer pain points, gaps in customer service, very low CSAT, very high customer churn and the leading factors attributing to internal customer service agent attrition.
CityMD Urgent Care In-House/FT Employee Mar 2014 to Mar 2015
New York, NY
  • Identify and eliminate pain points and redundancies, reduced churn and by doing so, I reduced the average patient visit time from 1.5 hrs to less than 30 minutes, increased NPS from the low 20's to the low 70's and increased customer satisfaction from 63% to 94%.
  • Manage the daily operations of our Customer Care Center team focusing on process improvement and innovation, driving best practices and continually identify opportunities to elevate the customer Experience across all channels.
Entrepreneur/Business Owner Jan 2007 to Mar 2014
  • Turned around a struggling aviation business by identifying gaps in service, customer experience and pain-points and implementing a customized service white-glove experience.      
  • Built key relationships with Fortune 100 companies, Ultra High Net Worth Individuals, A-List Actors, Musical Entertainers and NetJets (A Warren Buffet - Berkshire Hathaway Company)

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Job-winning Urgent Care Nurse Practitioner resume

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Professional Summary

A licensed Family Nurse Practitioner with 15 years of hospital and 8 years acute care nursing experience. Looking for a position that involves significant work in primary care or specialized care areas.

  • Skilled cardiac care nurse
  • Advanced Cardiac Life Support (ACLS) certification
  • Computerized charting specialist -EPIC, NextGen, and McKesson

  • Critical evaluation of heart failure patients, MI, and pacemaker  managed complex medication/treatment regimens
  • Diabetes and nutrition treatments
  • Preceptor
Associate of Science: Nursing, 2010
Lutheran School of Nursing - Saint Louis, MO
Bachelor of Science: Nursing, 2012
Maryville University - Saint Louis
Graduated Magna Cum Laude
Master of Science: Family Nurse Practitioner, 2017
University of Central Missouri - Warrensburg, MO

Completed 855 clinical hours as a student family nurse practitioner


SSM Health Urgent Care (Summer 2014/Spring 2015/Spring 2017)

  • assessing, evaluating and diagnosing acute care issues in a urgent care setting
  • provided urgent and ongoing care to patients with injuries such as sprains, strains and fractures
  • provided sports physicals for childhood to adolescent population.

Hahn & Associates OB/GYN (Spring 16)

  • assessment and pelvic exams of women from puberty to geriatric ages on education of routine care and ways to improve overall health
  • assessment and prenatal care provided on pregnant women.

Esse Health - Jerome Williams Internal Medicine Clinic (Spring 2017)

  • provided primary care for a variety of acute and chronic health conditions in patients young adult to geriatric population
  • under the supervision of a provider, coordinated referrals to specialist when appropriate
  • instruct and educate patients young adult to geriatric population on their physical health and conditions, treatment options and medications and encouraging patient participation in developing a plan of care

Mercy Pediatric Clinic-Piper Hill (Fall 2017)

  • provided physical assessment of children newborn to young adult population
  • provided care and education for patients with various diagnoses such as streptococcal pharyngitis, otitis media and externa, and influenza
Work History
Adjunct Faculty Instructor, 08/2019 to Current
Saint Louis University St Louis, MO
  • Collaborated with other faculty members to review data and develop instructional strategies to address student learning objectives
  • Implemented and optimized new curriculum and day-to-day instruction to align educational strategies with industry best practices
  • Reviewed class and student records to look for areas in need of improvement and implement plans of action
  • Defined and articulated learning outcomes, including measurements, performance metrics and changes to improve student learning
  • Initiated new learning methods, promoting total student comprehension while curbing learning time
  • Created and implemented written and oral assessments
  • Created guides and course materials to reiterate lecture information and help students
Nurse Practitioner Home Evaluator, 02/2019 to Current
Signify Health St Louis, Missouri
  • Complete health assessments on Medicare patients utilizing provided assessment tools
  • Discussed plan of care with patients and explained test results and proper use of medications to patients and family members
  • Accurately noted patient medical history, applicable test results and vitals into medical records
  • Explained medications and side effects to patients, family members and caregivers
  • Formulated lists of current and past medical conditions
  • Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals, including physicians, case managers and social workers
Registered Nurse, 01/2011 to Current
DePaul Health Center Bridgeton, MO
  • Developed and maintained quality care systems and standards, including but not limited to, creating and improving medical protocols/guidelines
  • Monitored post-op vitals, set up PCA, fluids, reviewed post-op orders and orient patients to unit
  • Actively participated in unit-based Quality Assurance Program
  • Sound, ethical and independent decision-making ability consistent with medical protocols
  • Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments
  • Acted as patient advocate and implemented total patient care through a team nursing process covering 3-5 high acuity patients per shift
  • Treated patients with chronic and acute health problems such as MI, arrhythmias, cardiomyopathy, post percutaneous coronary intervention care, Transcatheter Aortic Valve Replacement (TAVR) care, asthma, COPD and pneumonia
  • Strong leader for nursing personnel assigned to the unit/shift
  • Served as Clinical Support Nurse/Charge Nurse on a 26 bed unit
  • Registered Nurse in Missouri, License number 174, 2021
  • Certified Nurse Practitioner in Missouri,
  • Registered Nurse in Illinois, License number 06, 2020
  • Certified Nurse Practitioner in Illinois, 51
  • Current American Academy of Nurse Practitioners (AANP) Certification F1
  • Advanced Cardiac Life Support (ACLS) Certification 2017 to 2020
  • Basic Life Support (BLS) Certification 2017 to 2020
  • American Nurses Association (ANA) Member
  • American Association of Nurse Practitioners (AANP) member
  • Missouri Nurses Association (MONA) member
  • St. Louis Nurses in Advanced Practice (SNAP) member

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Experienced Urgent Care Nurse Practitioner resume

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Professional Summary

Driven and compassionate worker with 5 years of hands-on and data entry experience providing in fast-paced residential and hospital environments. I am proficient in Eldermark, Allscripts, Meditech, and Eclinical Works.

  • Microsoft Office
  • Home health care expertise
  • Experience with diverse populations
  • Ability to maintain required clinical records
  • Patient-focused care
  • Dementia and Alzheimer's knowledge
  • Strong interpersonal skills
  • Companionship and emotional support
  • Hospice and palliative care experience
  • Allscripts
Work History
01/2017 to Current
Custodian Florida Agricultural And Mechanical University Tallahassee, FL
  • Clean and buff tile floors using industrial cleaning equipment.
  • Use chemicals and other cleaning equipment in a proper, safe and responsible manner.
  • Sweep and wash all hard surface floors.
  • Verify that all storage areas and carts are clean and organized.
01/2017 to 08/2018
Care Staff Allegro Senior Living Tallahassee, FL
  • Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles.
  • Maintained a clean, healthy and safe environment.
  • Passed medications, perform first aid and supervise nurses aide when Nurses are off duty.
  • Performed data entry for every patient encounter.
01/2016 to 01/2017
Hospice Aide(PRN) Big Bend Hospice Tallahassee, FL
  • Provided comfort and end of life care.
  • Monitored vital signs, such as blood pressure and pulse.
  • Changed bed linens and collected soiled linens for cleaning.
  • Maintained accurate records of patient care, condition, progress and concerns.
06/2015 to 06/2016
Medical Support Technician Thagard Health Center Florida State University Tallahassee, FL
  • Monitored vital signs, such as blood pressure and pulse.
  • Performed urinalysis, pregnancy, flu and strep tests.
  • Familiar with a variety of laboratory techniques.
  • Scheduled appointments for patients after each visit as needed.
  • Performed data entry for every patient encounter.
03/2015 to 12/2015
Certified Nursing Assistant Capital Regional Medical Center Tallahassee, FL
  • Monitored vital signs, such as blood pressure and pulse.
  • Tested and recorded blood glucose levels.
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles.
08/2014 to 03/2015
Certified Nurse Assistant Tallahassee Memory Care Tallahassee, FL
  • Responded appropriately to the physical, emotional and developmental needs of patients.
  • Helped patients move in and out of beds, baths, wheelchairs and automobiles.
  • Assisted with ambulation and transferring.
High School Diploma
Lawton Chiles High School - Tallahassee, FL