Megan Long

I am a customer-focused leader with experience managing high-volume operations, leading teams, and creating efficient processes that improve both employee performance and the customer experience. Throughout my career, I've built strong relationships by listening, solving problems, and ensuring every interaction is handled with professionalism and care.

As I explore new career opportunities, I'm excited to apply my leadership, communication, and operational skills in a new industry. I'm looking for an organization that values continuous learning, employee development, and exceptional customer satisfaction. I thrive in fast-paced environments, enjoy taking on new challenges, and am passionate about helping teams succeed while delivering outstanding service to every customer.

Nutrition Call Center and Patient Services Supervisor at Mercy Hospital South (2025-04 – Present)

• Uphold proper compliance with organizational policies and procedures
• Collaborate with dietitians, speech language pathologists, and nursing administration to ensure our processes were efficient in providing appropriate care to our patient population.
• Address and respond promptly to any nursing and patient concerns
• Collaborate with cross-functional departments to implement patient satisfaction initiatives, ensuring projects remain within budget requirements and adjusting strategies as needed to address financial constraints
• Implement Cisco Finesse calling system while merging call centers with Mercy Jefferson to reduce staffing needs.
• Updated confidential medical records using EPIC software and maintained HIPAA compliance
• Complete changes and updates in software and compliances, reviewing and resolving any issues to improve interface user experience and lower patient wait times
• Reviewed applicants and completed multi-step interviews in conjunction with our department recruiter to ensure qualified applicants were selected and limited the department turnover rate.
• Utilized Cisco Finesse calling insights to provide performance data. Conducted quarterly one on one meetings with team to ensure performance indicators were being met and how they could improve in the future.
• Completed a full menu nutrition analysis to ensure all macronutrient amounts were correct as stated in our online ordering system (CBORD) as well as on our menus.

Patient Care Associate – Orthopedic Trauma at Mercy Hospital Springfield (2024-09 – 2025-03)

• Assist in the daily care and activities of patients recovering from back, knee, and hip surgeries
• Assisted nursing staff with skeletal and Buck's traction setup
• Collaborate with care teams to ensure patients receive assistance with any needs
• Provide exceptional care to a culturally diverse population
• Update confidential medical records using EPIC software
• Prepare patients for surgical procedures

Patient Care Associate – Orthopedics at Mercy Hospital South (2024-06 – 2024-08)

• Assist in the daily care and activities of patients recovering from back, knee, and hip surgeries
• Collaborate with care teams to ensure patients receive assistance with any needs
• Provide exceptional care to a culturally diverse population
• Update confidential medical records using EPIC software

Nutrition Assistant at Mercy Hospital South (2020-06 – 2024-06)

• Receive meal orders over the phone for patients compliant with the diet restrictions
• Uphold proper compliance with organizational policies and procedures
• Collaborate with dietitians to ensure each patient receives proper nutrition to help them heal
• Provide customer service to a diverse population and resolve any errors and customer complaints
• Communicate with medical professionals regarding patient orders
• Updated confidential medical records using EPIC software
• Assist management with changes and updates in software and compliances, reviewing and resolving any issues to improve interface user experience and lower patient wait times

Nutrition Assistant at Mercy Hospital Springfield (2021-09 – 2022-05)

• Prepare and deliver meal orders for patients that were compliant within their diet restrictions
• Communicate with nurses to make sure patient food is delivered in a timely manner

Food Service Tech at Mercy Hospital South (2019-07 – 2020-06)

• Prepare and deliver meal orders for patients that are compliant with diet restrictions
• Exercise understanding of health department regulations
• Interact with patients and their family members

Bachelor of Arts in Business Management – Webster University (December 2024)