Customer Service Quality Assurance

Kay Adams

*** ****** **., ******* *****, NC ***07 Home: 336-***-**** - Cell: 336-***-**** : ******@*****.***

Professional Summary

As a Lab Coordiantor bringing excellent clinical laboratory skills, including conducting and analyzing laboratory assays and solving complicated clinical and instrument problems.

Organized Clinical Laboratory Technician proficient at precisely analyzing, recording and reporting test results, including abnormal specimens.

Logical and methodical approach to problem solving. Ability to demonstrate commitment to quality and accountability to standards.

Evaluate compliance of of operational procedures and then resolve variances if necessary.

Coordinate, monitor and accomplish administrative documentation. Prepare and submit proposals and evaluations.

Highly developed communications, interpersonal relations, time management and leadership skills. Dedicated Professional.

Licenses

Skill Highlights

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Strong medical ethic

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Customer service expert

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Strong clinical judgment

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Quality assurance awareness

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Problem resolution ability

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Excellent listener

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Computerized charting specialist

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Empathetic and courteous

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Enthusiastic caregiver

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Understands medical procedures

● Extensive medical terminology knowledge

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Documentation procedures expert

● Blood Withdrawal certification

● Medical coding capability

● Medical instrument sterilization mastery

● Qualified in specimen collection/processing

● Competency in procedure development

● Strong organizational skills

● Active listening skills

● Seasoned in conflict resolution

● Sharp problem solver

Professional Experience

Lab Coordinator

February 2000 to Current

Carolina Urological Assoc – Winston Salem, NC

Formerly Lyndhurst Urological Assoc.-Total responsibility for the in house lab. Inclusive of COLA accreditation, CPT and ICD9 coding, in house microbiology, phlebotomy, in house immunoassay testing, accesioning for referral labs. Liason with all of the referral labs. Negotiated our Fee For Service costs with the Referral Labs. Worked with the patients on resolving billing issues. Trained any new staff members. Developed and maintained effective relationships through effective and timely communication. I was considered the lead technician.

Prior to this I worked at Triad Clinical Lab but was contracted out to Carolina Uro (then known as Lyndhurst Urological).

Lab Representative

March 1997 to February 2000

Triad Clinical Lab – Winston Salem, NC

Worked at Lyndhurst Urological for the latter from late 1997 to 2000 then I was hired by them. Prior to that I was the inventory distributor and Performed client representative work with over fourteen nursing homes doing monthly chart review monitoring standing orders with lab work. As well as venous sticks and accessioning.

Clinical Lab Tech

April 1996 to March 1997

Moses Cone Hospital – Greensboro, NC

Collect, analyze and interpret blood samples from both venous and arterial blood.

Supervisor of Annuity Administration

February 1994 to September 1995

Integon – Winston Salem, NC

Directed and managed a new business and policy owner service department. Inclusive of hiring, training, evaluating and disciplining of personnel. Resolved all policy problems associated with the policy changes and customer complaints. I was in charge of authorizing Annuity Distribution Payments to the Policy Holders. I successfully helped develop a new product line which entailed working with the IT department and the Sales Force.

Policy Holder Service

May 1990 to May 1992

Summit Life Insurance – Lancaster, PA

Directed and managed the policy change department. Dealt directly with the State Department Of Insurance if there were any complaints against our policies. I successfully supervised the transfer of equipment and accounts from a former corporate office in one state to another state as well as underwent a new computer system conversion. I managed a team of up to 12 at any one time from hiring to education/training, and termination.

Education and Training

MILLERSVILLE UNIVERSITY 1988

MILLERSVILLE, PA, USA

COMMUNICATIONS

Bachelor of Science

Coursework in Psychology

Community Service

FOUNDING PRESIDENT OF PHI SIGMA SIGMA

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