Carrie Hill 2025, MSN, RN

Carrie Hill is an exemplary nurse who leads in every regard.

Carrie leads by example, routinely demonstrating stellar clinical judgment as evidenced by her high (almost always perfect) call monitor scores. She listens actively to all members, clarifies appropriately, and seeks out all opportunities to collaborate with multiple departments to achieve the best possible member outcome.

Carrie leads as an advocate, routinely bringing attention to matters important to her peers, even when they do not impact/serve her directly. She serves as a UBT mentor and utilizes 1:1 sessions to delve into issues concerning her mentees/peers. She subsequently escalates issues beyond her expertise or understanding to her supervisor. Some of these include understanding how to optimize AHT (average handle time), improving nurse engagement on departmental workflows/decisions, improving communication when nurses are pulled from one department to another, and gaining a deeper understanding of monthly Level Up trainings. She is persistent in pursuing meaningful change.

Carrie leads as a mentor. She seeks out every opportunity to coach new and seasoned hires. She is excited at the opportunity to share her knowledge with her peers to ensure that all nurses are meeting departmental goals. Upon completion of coaching sessions, Carrie sends detailed reports to her supervisor on what was addressed, barriers, strengths, and opportunities. Several nurses have improved their AHT by 2 mins after mentoring with Carrie.

Carrie leads as a change champion, serving as co-chair for the Nurse Practice Council. This year, she was instrumental in developing a tip sheet that educated Teleservice Representatives (TSRs) on the Advice Nurse role. This was well received by her peers and leaders in the Call Center. She is now endeavoring to expand to the healthcare teams (HCTs).

Carrie leads as a champion for excellent work ethic. She was instrumental in advocating for a Microsoft team page for her colleagues. Once the page was set up, Carrie was noted saying, "Yay!!!! Now for some team bonding!" She utilizes this page to offer encouragement and inspirational quotes and keep her peers abreast of the latest communications. She also utilizes this platform to offer herself as a resource for job-related questions. I have included a few quotes that reflect Carrie's overall spirit and commitment to her peers: 1) "Sometimes we all have bad days, but this is our workplace." 2) "We worked out a lot of issues with scheduling; I think it will really help her." 3) "I am happy to help any way I can."

Carrie is trained as an Advice Nurse who is highly skilled in both voice (telephone) and chat modalities. She also excels as a lab nurse and as someone whom supervisors depend on to support the Red List (high acuity) calls due to her clinical reasoning and efficiency.

I look forward to my daily communications with Carrie. They uplift, challenge, and motivate me to be better. Thank you, Carrie, for ALL you do each and every day! You are nursing!