Manager Service

Niquelle Johnson

*** *** ****** *** # ***,Newark, NJ 07107 ? 347-***-****?

***********@*****.***

OBJECTIVE

To acquire a position that provides the opportunity to significantly

contribute to the company's organization, efficiency, growth, and

profitability by utilizing my knowledge of the concepts of preventative

healthcare in a highly stimulating work environment.

CAREER PROFILE

. Client Service Supervisor with over four years of experience in a

healthcare setting

. Experience in the healthcare sector ranging from information

technology to administrative responsibility.

. Proven ability to handle personal patient information according to

HIPAA regulations

. Working knowledge of medical terminology in addition to knowledge of

the workings of health care practices

. Can effectively train, supervise, motivate and evaluate employees.

. Dedicated individual achieving a reputation for consistently going

beyond what is required.

. Demonstrated ability to function effectively as a team player as well

as working independently to achieve objectives

. Profound ability to make complex administrative decisions pertaining

to policies and regulations

. Demonstrated ability to maintain patients' files and records

. Possess strong problem resolution skills

. Fully committed to providing the highest possible standards of client

service and support

. Provides direct support to the sales team, ensuring all sales and

service objectives are met

. Highly skilled in answering phones and preparing agendas

INFORMATION TECHNOLOGY

> Computer Programming: HTML, XML, JavaScript, CSS, PHP

> Design Applications: Adobe Dreamweaver CS6, Adobe Photoshop CS6, Adobe

Illustrator, Adobe Flash, Adobe InDesign.

> Operating Systems: Windows XP, Windows Server 2003

> Database Applications: MS Access, MySQL,

> Software: Microsoft Office MS Excel, MS Word, MS PowerPoint, MS

Publisher, MS Project, QuickBooks, Software Installation, Database

Design

RELEVANT EXPERIENCE

Shiel Medical Laboratory Brooklyn, NY Sept

2011-Present

Client Service Team Lead/Supervisor

. Monitors and motivates Client Service Representatives (CSR) and

provides feedback to the CS Manager of daily processes such as

staffing, work flow distribution, etc.

. Works in conjunction with the CS Manager in hiring new employees

. Assists in training and orientation of personnel as assigned

. Created and implemented an Employee Training Manual for all new

employees, which improved the quality of calls and laboratory

knowledge of the Client Service department

. Plan and develops Standard Operating Procedures for the

department.

. Responsible for supervision of 30 Client Service Reps within the

department

. Assures optimum utilization of employees and ensures that all job

responsibilities are addressed for each shift.

. Answering of incoming phone calls (Approximately 75-100 per day)

. Calls critical and high priority results to clients in a timely

manner

. Interaction with clients on a daily basis to resolve complaints,

issues and concerns

. Works directly with clients and sales team ensuring highest

customer satisfaction for each clients account.

. Effectively communicates with other departments and management to

resolve problems and expedite work

. Assumes responsibility of all department operations when the

Client Service Manager is unavailable

. Facilitates segments of weekly team meetings.

. Performs demographic/billing changes, test cancellations, and

amending results

. Maintains Stat Log for priority test results and completing in a

timely manner

Shiel Medical Laboratory Brooklyn, NY Jul

2009-Sept 2011

Client Service Representative

. Answering of incoming calls (between 125-150 daily)

. Assisted with clients request regarding lab results, status of

testing, add-on request, specimen requirements and turnaround

time questions.

. Verified unclear or unknown test with doctors and nurses

. Provided each client with timely reports, answers to

questions and follow up on pending issues.

Analytical Diagnostic Laboratory Brooklyn, NY

Feb 2009- Jul 2009

Database Administrator/ IT Technician

. Installed and configured company's database management software

. Diagnosed database performance issues

. Installed software upgrades, managed hardware upgrades and maintained

computer servers

. Developed backup and recovery strategies

. Resolved any technical issues with the internal IT equipment

. Monitored lab printers at each participating facility for any technical

interruptions with patient results.

EDUCATION:

Aug. 2004 - May 2008 State University of New York at Delhi

Bachelor of Science Degree in Web Development.

Associates Degree in Computer Information Systems

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