Customer Service Medical Assistant
Resume:
Petra M. Tietz
Hoffman Estates, IL 60169
**********@*****.***
Summary
While my background is primarily Healthcare, my most rewarding and more recent projects
have leaned toward the side of business development and customer service, in both the
satisfaction and retention of clients and patients.
I have experience with Six Sigma, corporate development, site supervision, office coordination,
scheduling, paper to EMR conversion, laboratory regulation, processing, phlebotomy and
presentation planning and design. I have an understanding of OSHA and CLIA regulations.
Experience
2010 - Present Patient Service Center Supervisor
Sonora Quest Laboratories 1255 W. Washington St. Tempe, AZ 85281
(Outpatient and Private Lab Service)
• Increased Customer Satisfaction score from 91% - 94.3%. The highest in organizational
history.
• Retained clients ready to leave for another lab by holding meetings and Q & A sessions,
and handled customer complaints ensuring negative situations led to positive
outcomes.
Wait times reduced to lowest since 2009 by implementing new Six Sigma
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process.
Reduced work errors by 38% by standardizing processing of specimens.
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Saved 15% in budget per site by eliminating overtime.
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Maintained a controlled budget for 3 sites in the Casa Grande/ Maricopa area.
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Obtained a 2.4 (Green) standard for OSHA recordable’s and “no-sticks” for 2012
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by helping to implement new Phlebotomy training strategies and on-boarding
training.
Helped create on-line Policy and Procedure manual for Phlebotomy Services by
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creating live documents.
Helped develop Social Media sites for the organization, including Facebook,
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Twitter and You Tube.
Standardized method for CAP documents for Supervisors.
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Standardized in room organization for sites across the Phoenix//Metro area.
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• Implemented Field Accessioning to Phoenix/Metro Area
Management of 12- 40 direct reports.
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2006 - 2010 Phlebotomy (Acting Coordinator)
Northwest Community Hospital 800 W. Central Road Arlington Hts., IL 60005
(Hospital & Longterm Care Services)
• Maintained positive customer service between patients, nursing homes and staff.
• Maintained inventory control in accordance with department budget.
• Perform skilled phlebotomy services to a minimum of 3 nursing homes per day
Petra M. Tietz
1990 Oxford Lane
Hoffman Estates, IL 60169
**********@*****.***
• Developed / implemented policy and procedure for phlebotomist’s routes and schedules.
• Designed a complete scheduling system used exclusively in the Reference Lab
department
• Regulated a designed schedule to accommodate over 20 nursing homes in the
Northwest Chicago suburban area.
• Management responsibility for phlebotomy coordination over 12 phlebotomists staffed.
2004 – 2006 Office Manager
Women’s Doc, 1585 Barrington Rd. #201 Hoffman Estates, IL 60169
(Private Physician Practice)
Medical Assisting
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Surgical Assisting
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Helped start conversion of paper to EMR.
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Managed staff of 6.
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Administrative duties
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2002 - 2004 Medical Assistant
American Health Ctr., 1640 N. Arlington Hts Rd., Arlington Hts., IL 60004
(Private Multi-Physician Practice)
Full Medical Assisting
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• Performed phlebotomy as well as, injections, ear flushing and wound irrigation.
Education
March 2010 Masters of Health Administration University of Phoenix
• GPA 3.6
• Focus on advanced understanding of paper to EMR conversion.
March 2008 Bachelors of Science/Business Management University of Phoenix
• GPA 3.82
• Focus on healthcare management.
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May 2001 Associates Degree in Arts William Rainey Harper College
• Focus on healthcare management.
References
Available upon request.
Salary Requirements
Based on my experience and education and the nature of the position:
•
Petra M. Tietz
1990 Oxford Lane
Hoffman Estates, IL 60169
**********@*****.***
Negotiable based on benefits.
Contact this candidate