Virginia Acosta Manso
Cadalso
Summary
Experienced Lead Nurse / Team Lead / Manager with a demonstrated history of working in the pharmaceutical industry, medical affairs, travel industry (Cruise ship), hospital setting, travel insurance, and emergency setting. Skilled in senior administration, managing of medical Information, pharmacovigilance, clinical trials, leadership, senior management, coaching, training, and general and emergency nursing, with strong healthcare and customer service, always focus to provide the highest level of service to clients and customers.
Results-driven professional prepared for role in service management. Extensive experience in optimizing customer service operations and improving client relations. Known for strong team collaboration and adaptability to changing needs. Proficient in service improvement strategies and conflict resolution.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Medical Services Specialist (Medical Information)
Conduent
03.2024 - Current
- Provided exceptional customer service, addressing patient concerns and answering inquiries in a timely manner.
- Collaborated with all teams to ensure seamless reporting of adverse events related to company products.
- Upheld HIPAA regulations and standards for protecting patient information.
Lead Nurse
Vikand Solutions / Adora Cruises
10.2023 - 02.2024
- In charge of organization and preparation of Medical Center for a New Cruise Ship prior maiden voyage.
- Led a team of nurses in providing high-quality care to patients while maintaining a professional working environment.
- Preparation of all areas of the medical center, ordering of equipment, medication and supplies, organization of the facility, preparation of documentation and checklist for compliance with health and port authorities
- Oversaw the successful integration of advanced technology systems into daily workflows, increasing efficiency within the unit without compromising quality standards.
Safety/Medical Information Team Lead and SME
Alphanumeric Systems
06.2021 - 01.2023
- Medical Information Team Lead on Behalf of Janssen
- Implementation and review of SOP and working instructions
- Lead, coach and manage contact center health care professionals (HCPs) within a virtual covid 19 Vaccine contact center
- Manage HCP's productivity, provide ongoing oversight of medical contact activities, and monitor SLAs, KPI, staffing, as well as any content changes
- Payroll and Scheduling for agent and Team leads
- Interviewing and hiring process
- Review and presentation of scientific data to a variety of audiences, including state of clinical trials and new information about the product
- Coordinate and work closely with functional managers and cross-functional matrix team
- Identify coaching needs from Agents and Team Leads
- Create specific content to help improve service quality and agents/team leads overall performance
Medical Case Manager
International SOS
10.2020 - 12.2020
- Case Management for Patients in need of medical treatment around the world while traveling abroad, either for leisure or work
- Lead and organization of repatriations
- Metrics review and training and coaching for other colleagues
Lead Nurse (Primary Care)
Sistema Extremeño de Salud
06.2020 - 09.2020
- Monitor patient health and record signs, administer medications and treatments, educate patients about management of illnesses, provide support and advice to patients and respond to emergencies
Lead Nurse
Crystal Cruises
09.2019 - 04.2020
- Nurse in Charge of Medical Center
- Duties: Responsible for providing and coordinating appropriate passengers and crew health care, functioning of the Clinic and Medical training
- Direct Manager to Nursing team on board
- First medical responder in Emergencies and Critical Care duties
- In charge of preparation and organization for international inspections of the medical facility
Medical Case Manager
AIG Insurance Company
03.2019 - 08.2019
- Medically monitor cases via telephone contact with treating medical providers and/or review of medical reports, provide professional opinions on all medical cases assigned including return-to-work coordination, medical treatment plan management, and reviewing and/or recommending medically necessary travel requirements in conjunction with treating physician, conduct assessment and medical investigation, all of it handling high volume of daily inquiries
Senior Nursing Officer
Carnival UK
09.2016 - 02.2019
- Company Overview: Cruise Ship Company
- Lead Nurse for Medical Center on board a worldwide Cruise Ship
- Cruise Ship Company
Emergency Nurse (AHE)
Royal Berkshire Hospital
09.2012 - 08.2016
Nurse
Hospital USP San Jose
06.2011 - 05.2012
Emergency Nurse / Staff Nurse
Hospital de Palamos
04.2010 - 05.2010
Education
Master of Science -
CESIF/San Pablo CEU University
Madrid, Spain01.2023
MBA - Nursing Management
Universidad Europea De Madrid
Madrid, Spain12.2020
Master of Science - Emergency Care And Intensive Critical Care
Universidad De San Pablo CEU
Madrid, Spain06.2011
Master of Science - Pre-Hospital Emergencies
Universidad De Girona
Girona, Spain06.2010
Bachelor of Science - Nursing Degree
Universidad De Extremadura
Cáceres, Spain02.2009
Skills
- Clinical knowledge
- Quality assurance
- Implementation of new procedures
- Interpersonal skills
- Leadership
- Teamwork
- Analytical thinking
- Results oriented
- Attention to detail
- Cooperative work
- Sales
- Training
- Technical service
- Initiative and motivation
- Medical treatment
- Computer skills
- Database knowledge
- Customer Support
- Workflow Management
- Service Delivery Optimization
- Customer Service
- Excellent Communication
- Computer Skills
- Quality Inspection
- Call Center Operations
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Critical Thinking
Certification
- Good Clinical Practice, NIDA Clinical Trials Network, February 2022.
- Leadership Training, Alphanumeric, 09/01/21, 12/31/21
- Pediatric Advance Life Support, ACLS Certification Institute (USA), December 2022.
- Advance Cardiac Life Support, ACLS Certification, September 2023, Madrid.
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Personal Information
- Nationality: Spanish
- Driving License: Class B
Timeline
Medical Services Specialist (Medical Information)
Conduent
03.2024 - Current
Lead Nurse
Vikand Solutions / Adora Cruises
10.2023 - 02.2024
Safety/Medical Information Team Lead and SME
Alphanumeric Systems
06.2021 - 01.2023
Medical Case Manager
International SOS
10.2020 - 12.2020
Lead Nurse (Primary Care)
Sistema Extremeño de Salud
06.2020 - 09.2020
Lead Nurse
Crystal Cruises
09.2019 - 04.2020
Medical Case Manager
AIG Insurance Company
03.2019 - 08.2019
Senior Nursing Officer
Carnival UK
09.2016 - 02.2019
Emergency Nurse (AHE)
Royal Berkshire Hospital
09.2012 - 08.2016
Nurse
Hospital USP San Jose
06.2011 - 05.2012
Emergency Nurse / Staff Nurse
Hospital de Palamos
04.2010 - 05.2010
- Good Clinical Practice, NIDA Clinical Trials Network, February 2022.
- Leadership Training, Alphanumeric, 09/01/21, 12/31/21
- Pediatric Advance Life Support, ACLS Certification Institute (USA), December 2022.
- Advance Cardiac Life Support, ACLS Certification, September 2023, Madrid.
Master of Science -
CESIF/San Pablo CEU University
MBA - Nursing Management
Universidad Europea De Madrid
Master of Science - Emergency Care And Intensive Critical Care
Universidad De San Pablo CEU
Master of Science - Pre-Hospital Emergencies
Universidad De Girona
Bachelor of Science - Nursing Degree
Universidad De Extremadura
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