Employee Spotlight: Cyndi Heaton, RN and Nurse Manager
Cyndi graduated from Texas Women’s University with her Bachelor of Science in Nursing. Throughout her 33-year nursing career, Cyndi has had experience working in Pediatrics, Home Health, IV Therapy, Orthopedics and Telephone Nurse Triage.
Cyndi’s nursing career started with a love for Pediatric Home Health. “I loved the independence and the fact that I could plan my time to meet the needs of the patients.” The same need for independence and flexibility sparked Cyndi’s interest in telephone nurse triage. Cyndi quickly developed a passion for telephone nurse triage, appreciating the ability to allow patients convenient access to 24/7 care. “It was the perfect job for me back then because I had the flexibility to be available for my 2-year-old daughter and did not have to put her in daycare.”
At that time, Cyndi was also able to help establish a triage call center for the hospital she worked with.
“In order to cut costs, I worked closely with our IT department and we created a remote triage call center. We used
the TriageLogic call center software and we had a successful center for 10 years. During that time, I was promoted to Director of Patient Relations and expanded my role in the hospital with several other departments related to customer service.”
At the 10-year mark, Cyndi began to consider working at TriageLogic and grew to take a management position. Cyndi enjoys telephone nurse triage because, “It’s kind of like mowing the lawn, you get instant results. I have a person anxiously looking for assistance, I assess them, give care advice and if I have done my job well, they feel competent in the outcome, whether it is home care advice or a referral to the ED. Every call is different; I like the variety, it rarely gets boring. ”
Cyndi anticipates the future of telephone nurse triage as she sees the ways that telephone triage can extend into more parts of medicine. Telephone nurses can video conference with patients, follow- up with patients after discharge, and even help communities where medical access is not easy to come by.
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