Customer Service Quality Assurance
Resume:
Glenda Roewe
Medical Assistant-Phlebotomist-Emergency Medical Tech
***** **** ***** ** - ******, TX 77302
********@*****.*** - 281-***-****
Excellent customer services and phone etiquette
Verbal and written communication skills
Strong attention to detail
HIPPA compliant
EMR Proficient
Touch and Beacon Proficient
I take my jobs as a personal quest to exceed in all areas. I am very dependable honest and strive to become a
valuable asset to my employer. I have a very strong and dedicated work ethic and I enjoy working with others
as a team or I can work alone and maintain my focus to accomplish the necessary tasks.
I look forward to hearing from you at your earliest convenience regarding this job opportunity.
WORK EXPERIENCE
Phlebotomist PST
Lab Corp -Houston, TX -January 2010 to Present
Opening Duties
Quality Control
Meeting Compliance Standards
Reconcillation and Deposits
Demographics and Billing/Coding necessary paperwork
Training Front Desk Staff
Customer Service
Billing Compliance
Order and Contract Compliance/Assessment
North Belt Medical Clinic
1004 Greens Road
Houston, Tx 77005
Medical Assistant/Phlebotomist -Houston, TX -September 2007 to 2010
Perform clerical and administrative tasks
Collect patient demographic data
Analyze health insurance benefits and verify insurance eligibility
Obtain and record patients' vital signs
Receive telephone calls and provide relevant information
Schedule and confirm appointments
Handle incoming and outgoing correspondence
Process requests for medical records
EMR Medical Records
Customer Service Quality Control Manager
Scholastic Books -Jefferson City, MO -2004 to 2007
Responsibilities
draft quality assurance policies and procedures
interpret and implement quality assurance standards
evaluate adequacy of quality assurance standards
devise sampling procedures and directions for recording and reporting quality data
review the implementation and efficiency of quality and inspection systems
plan, conduct and monitor testing and inspection of materials and products to ensure finished product quality
document internal audits and other quality assurance activities
investigate customer complaints and non-conformance issues
collect and compile statistical quality data
analyze data to identify areas for improvement in the quality system
develop, recommend and monitor corrective and preventive actions
prepare reports to communicate outcomes of quality activities
identify training needs and organize training interventions to meet quality standards
coordinate and support on-site audits conducted by external providers
evaluate audit findings and implement appropriate corrective actions
monitor risk management activities
responsible for document management systems
assure ongoing compliance with quality and industry regulatory requirements
Accomplishments
95.8% Customer complaint resolution,
Skills Used
attention to detail
communication skills - verbal and written
data collection, management and analysis
problem analysis and problem solving
planning and organizing
judgment
decision-making
customer service orientation
teamwork
quality inspection, auditing and testing experience
experience with implementation of corrective action programs
product or industry-specific experience
strong computer skills including Microsoft Office and databases
knowledge of tools, concepts and methodologies of QA
knowledge of relevant regulatory requirements
typing/keyboard
basic computer and call center technology knowledge
knowledge of relevant software applications
numeric, oral and written language applications
administrative procedures and information processing
customer relationship principles and practices
Owner/Director Medicaid Waivered Supported Living Residential Center
Department of Mental Health -Columbia, MO -1995 to July 2004
Responsibilities
Interviews and hires Program Coordinators with Vice President of Operations;
Trains and evaluates the work of Program Coordinators/Home Managers;
Terminates or enforces corrective actions to Program Coordinators/Home Managers;
Provides support and direction to Program Coordinators/Home Managers;
Monitors and assists in development of budgets;
Has on-call status and ensures staffing coverage;
Monitors services for quality care and compliance within established guidelines;
Provides immediate intervention in a crisis and notifies supervisor;
The ability to step into the Program Coordinator/Home Manager s role;
Assist the V.P. of Operations in meeting Program requirements and Standards of the
Department of Social Services and Area Programs;
Act as an advocate for residents;
Participate in required trainings;
Develop an interdisciplinary team approach with local agencies, residential staff, families and
resident;
Performs other duties assigned by the V.P. of Operations to be in the best interest of the
Residential Program.
Accomplishments
In this position I performed a variety of duties aimed at assisting the residents, without being intrusive,
in accomplishing daily living activities, religious and moral development, and achieving personal
goals to further their growth towards independence. I also performed supervisory duties of Program
Coordinator/ Home Manager within a Region of Residential Programs.
DISTINGUISHING FEATURES OF THIS POSITION:
In this position as a supervisor I carried administrative and supervisory
responsibilities.As Residential Director I worked with the individual Program
Coordinator/Home Manager by providing support and training in the areas of assessing resident
needs, developing service plans, linking services, monitoring and evaluation of services.
The ability to assist these indiviuals with inclusion within the community and to educate the community as
to recognize the "Abilities" of nontypical individuals rather than the "disability" was of the utmost importance
to me personally
Skills Used
Knowledge of mental retardation, developmental disabilities, and/or mental illness; sensitivity in
dealing with residents and their families/guardians; excellent interpersonal skills; high stress
tolerance, initiative, sound judgment; ability to establish and maintain harmonious relationships
with other employees; good oral and written communication skills. Knowledge of assessment,
laws, rules and regulations. Strong interpersonal and leadership skills; initiative and supervisory
abilities.
Medical Assistant/Phlebotomist
Hematology Oncology Associates -Columbia, MO -January 1979 to 1989
Responsibilities
Scheduling and coordinating patient appointments
Assisting patients on the phone and in person
Setting up referrals for surgical procedures or laboratory testing
Setting up referrals to specialists
Communicating patient messages to doctors
Entering and updating patient information in EMR systems
Verifying insurance coverage for procedures and medications
Explaining medical procedures to patients
Sending prescriptions to pharmacies
Clinical responsibilities include:
Capturing and noting vital signs (blood pressure, heart rate, temperature, respirations, O2 saturation)
Updating patient medical and family history (weight changes, surgeries, medications, diagnoses, allergies,
concerns, births, deaths, family medical conditions)
Assisting with clinical procedures by preparing instruments and sealing and labeling specimen samples
(colposcopy, pap smear, mole removal, fluid aspiration)
Wound care (bandaging, removal of bandages, cleansing, flushing, medicating)
Suture removal
Immunization administration (Prevnar, hepatitis B, RotaTeq, MMR, DTaP, Hib, IPV, seasonal influenza, H1N1,
varicella, MCV4, HPV)
Drawing blood samples
Medication administration (bolus injections used to jumpstart oral antibiotics for viral and bacterial infections)
Patient education (dietary restrictions, medication administration and interactions)
Sterilizing exam rooms
Accomplishments
Working with not only the patient but the families as well. It was important to me to make sure they realized
that the word "Cancer" was not necessarily a death sentence but an illness that In fact, many life changes do
take place. These start from the time of diagnosis, throughout treatment and then later throughout life. Helping
our patients by assisting them with not only the medical issues but the mental aspect of their treatments and
providing them with necesasry support was very important to me personallty. Making their quality of life and
wonderful as it could be.
Skills Used
Using computer applications
Answering telephones
Greeting patients
Updating and filing patient medical records
Coding and filling out insurance forms
Scheduling appointments
Arranging for hospital admissions and laboratory services
Handling correspondence, billing and bookkeeping
Clinical duties vary according to individual state law, according to the AAMA site, and can include:
Taking medical histories
Explaining treatment procedures to patients
Preparing patients for examination
Assisting the physician during examinations
Collecting and preparing laboratory specimens
Performing basic laboratory tests
Instructing patients about medication and special diets
Preparing and administering medications as directed by a physician
Authorizing prescription refills as directed
Drawing blood
Taking electrocardiograms
Removing sutures and changing dressings
EDUCATION
University of Missouri - Columbia, MO
SKILLS
Emergency Medical Technician License--Director of CHADD--Younique Presenter-Creative Writing/Blog Journal Ad
Presentations-
ADDITIONAL INFORMATION:
HIGHLIGHTS OF QUALIFICATIONS
Over 3 years' experience working as a Medical Front Desk Executive for North Belt Medical Clinic
Well versed in greeting patients and providing instructions
In depth knowledge of analyzing health benefits and verifying insurance information
Proficient in MS Office Suite and word processing software
Knowledge of both front office and clinical operations
Over 5 years experience with EMR recording maintenance.
AREAS OF EXPERTISE
. Phone Triage . Patient Registration . Appointments' Setting
. Scheduling . Call-Backs . Charge Entry
. Check-In/-Out
. Documents' Scanning
5+ years of EMR Record
SKILLS
Over 30 years experience in phlebotomy
Skilled in maintaining safety for blood collection and handling
Experienced in Venipuncture and Capillary puncture techniques
Capability of reviewing the medical records
Skilled at storing the blood samples safely
Caring for the patients and donors
Assuring quality
Tracking the collected blood specimens by tagging, dating and noting down the time of collection
Assuring safety of patients while taking blood samples
Excellence in Venipuncture on Children as well as Geriatrics
References Available Upon Request.
Contact this candidate