Customer Service Manager

Kritina Claiborne

Assistant NDC Manager - Gulf Coast Regional Blood Center Sugarland

Houston, TX

*******.*********@*****.*** - 832-***-****

To enhance my education and experience by working in a business organization with potential job growth.

WORK EXPERIENCE

Assistant NDC Manager

Gulf Coast Regional Blood Center Sugarland - 2012 to Present

Assists in the daily supervision of facility staff to ensure the safe and appropriate care of the donor

population. Performs pre-donation screening, venipuncture, and post venipuncture care of donors in

accordance with Standard Operating Procedures and in a timely manner. Reviews donor records to ensure

accuracy and completeness. Analyzes data relating to quality improvement, procedures and products;

recommends improvements. Assists in orienting and training other staff members. Identifies and addresses

non-routine situation arising during phlebotomy and apheresis procedures. Implements corrective action where

appropriate. Attends and completes continuing education and training in apheresis procedures, instruments

and equipment as required. Maintains acceptable level of proficiency in required phlebotomy and apheresis

procedures. Actively recruits donors.

Patient Service Technician

LabCorp - Houston, TX - 2011 to 2012

Performing venipuncture on patients of various age groups. Collecting patients medical insurance information

and payment for lab work. Exhibits excellent customer service and diffuse patients concerns and answer

questions pertaining to lab work. Utilizes TOUCH system. Experience in client office and patient service center.

Assist in training new employees.

Benefits Coordinator

Southern Maryland Hospital - Clinton, MD - 2010 to 2010

Ensures verification of medical coverage and referral process of patients. Appropriately documents patient

charts for billing and scheduling. Copies clinical results required for patient charts and answers and screens

incoming calls. Keeps department organized for patient scheduling, filing, faxing, and record keeping.

Communicates with patients, primary physicians, physicians offices and staff regarding processes, scheduling,

and information flow. Maintains patient confidentiality and patient records in accordance to Medicare and

HIPAA. Execute monthly reports and statistics and evaluate program effectiveness.

Clinic Coordinator

Bowie State Wellness Center - Bowie, MD - 2010 to 2010

Participated in the identification of issues and problems regarding clinic policies and procedures. Supervised

and orient staff including allied health students and nursing students on clinic operations. Manage rotations

and daily work assignments for work study students and volunteers. Responds to inquiries, orally or in writing

about services and programs provided. Created and narrate presentations for placement testing, freshmen

orientation, and staff development on services and programs of the Wellness Center. Maintained client,

clinic, and immunization database. Generated statistical reports on a variety of clinic-related activities. Sustain

inventory of medical and office supplies along with coordinating facility maintenance and equipment repair.

Setup and synchronize meetings, fairs, and conferences. Received and reads incoming correspondence and

information. Triage phone calls and independently handles procedural and substantive matters and inquires.

Lab Assistant/Clinical Business Rep

Methodist Hospital System - 2007 to 2009

Sugarland, TX

Expertise in performing venipuncture with newborns, children, and adults. Processed and accessioned

specimens in the lab along with assisting in draws throughout hospital. Maintained initial training of new

employees in phlebotomy procedures and hospital policies. Handled special assignments and meeting

deadlines assigned by management. Coordinated and wrote phlebotomy procedures. Demonstrated excellent

customer service to patients, staff, and visitors. Followed all JCAHO and OSHA guidelines. Obtained accurate

scheduling and registration data for patients. Verified healthcare insurance and co-pays prior to service.

Answered and triaged incoming calls, handling calls appropriately and completely. Reconciled daily charges

to payments and prepare summary report for entry charges. Ensured all charge tickets are marked and all

charges are captured. Reviewed patient information to ensure appropriate referrals and authorizations has

been received.

Collection Specialist

Hospital Corporation of America - Houston, TX - 2006 to 2007

Followed up on high dollar accounts for payment from insurance companies (ensuring proper coding, DRG's,

requesting EOB's, etc. Managed 6 vendors to make sure they were working Medicaid accounts for Medicaid

eligibility, county, and charity accounts for 12 facilities. Maintained and prepared monthly reports of vendor's

active inventory. Exerted special projects and reports assigned by Collection Manager.

Phlebotomist

Quest Diagnostics Inc - Houston, TX - 2005 to 2006

Conducted blood draws on adults and geriatrics. Prepared specimens and registered patients. Collected

and maintained the daily statistics and monthly reports for staff. Instructed training for new employees on

processing, venipuncture, and front desk skills. Performed clerical duties. Followed all OSHA guidelines.

EDUCATION

Master of Arts in Organizational Management-Health Care Administration

Ashford University

2011 to 2012

Bachelors of Arts in Communication Studies

Ashford University

2009 to 2010

Certificate in Clinical Lab Assistant

Concorde Career Institute

2002

ADDITIONAL INFORMATION

A qualified and motivated individual that demonstrates effective and strong leadership and communication

skills; also highly skilled in attention to detail with impeccable time-management skills to reach and meet

deadlines. Has understanding and knowledge in business organizational functions and skills. In-depth

experience in problem resolution and handling manning issues of an organization. Has ability to work

independently as well as collectively on a team to analyze and present facts. Possess a skill-set to train

and assist employees in policies and procedures. Expertise on and operate office automation programs

and software such as Excel, PowerPoint, and Word to produce spreadsheets, business letters, graphs, and

presentations. Knowledge of FDA regulations and OSHA guidelines. CPR Certified.

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