Nationally Certified Phlebotomy Technician w/ Exceptional Customer Ser

Lisa Jackson

***-****(Cell)

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

SUMMARY

Professional Medical/Clerical Worker

Candidate has 20+ years of professional experience(s) in customer service, clinical & clerical environments; including high volume call center. Candidate thrives in a fast-paced, multi-tasked, professional, multi- cultured work place.

TECHNICAL SKILLS

MS Office, Medical Terminology, HIPPA, Medicaid & Private/Commercial Insurance, Nationally Certified Phlebotomist w/ Specimen Accessioning, DOT substance abuse trained (Urine, Blood, Hair & Buccal), and Certified Medical Laboratory Assistant(1988).

PROFESSIONAL EXPERIENCE

PathGroup (Contract) 11/15 – 02/16

Phlebotomist II

Operated full service clinical / pathology laboratory services for Gastroenterology & Endoscopy

Specialty practice.

United Health Group (Contract) 06/15 – 08/15

Producer Help Desk/Medicare & Retirement

•Contact center position that required ability to navigate multiple software programs simultaneously, while rendering exceptional customer service via phone headset

•Followed strict adherence to all policies & procedures (state, federal, HIPPA)

•Implemented solutions based on resources available

•Worked with minimal to no supervision on daily basis

Intercept Youth Services (Contract) 03/15 – 06/15

Therapeutic Support Counselor

•Provided psycho-educational support to at-risk teen in foster care residential program

•Transported client in personal vehicle to appointments & community outings

•Assisted with activities of daily living, behavioral modification exercises and family therapy

Wells Fargo (Contract) 08/14 – 01/15

Financial Crimes Specialist II

•High volume/fast-paced call center environment

•Averaging approximately 30-35 calls/claims per shift

•Rendered exceptional customer service to Fraud/Non-fraud bank clientele daily

•Strict federally regulated policies & procedures

•Operated w/ minimal supervision, was able to absorb & implement a multitude of training material in very short period of time

Quest Diagnostics (Contract) 09/13- 04/14

Phlebotomist II

•Floater phlebotomist II position for 13+ patient service centers

•Responsible for obtaining blood specimens via venipuncture, heel sticks, or capillary sticks

•Patients included pediatrics, adults, & geriatric clientele

Laboratory Corporation of America (LabCorp) 12/11-04/13

Patient Service Technician

•Blood collection by venipuncture/capillary technique (adults, pediatrics, newborn, geriatric)

•Expert technique for difficult draws

•Urine drug screens(DOT), paternity testing, breath/saliva alcohol testing, aliquot/specimens

•LCM/Cyber Tools

Bio Reference Labs, Inc. 11/07-07/10

Phlebotomist II

•Supervise or instruct other technicians or laboratory assistants (trained covering phlebotomists)

•Enter patient, specimen, insurance, or billing information into computer

•Operated & maintained in-house full laboratory for (6) ob/gyn specialists/ physicians

•Centrifuge balancing, maintenance for entire lab, inventory/supplies

•Patient education to at-risk expecting mothers & fathers

•Assisted sonographer with 3-D sonograms daily

AAA Mid-Atlantic 01/05-09/07

Emergency Communications Dispatcher

•Schedule or dispatch emergency road workers (battery, tows, gasoline delivery, etc.)

•Responsible for dispatching proper equipment and /or service vehicles to appropriate locations

•Consistent communication with customer, emergency personnel & state police to ensure safe execution of emergency roadside services

•Utilized 2-way radios, multi-line switchboard, high-tech spotting computer system, alpha-numeric pager system, cellular phones, etc.

•Prioritized calls appropriately, made critical decisions and solved problems effectively

LabCorp (P/T position) 06/03-06/04

Patient Service Representative

•Liaison between doctor’s office, specimen couriers, & accessioning lab dept.

•Resolved conflicts of billing, customer service, missed pick-ups etc.

•Exceptional customer service in relation to client/customer retention

•Problem resolution, negotiating skills, multi-tasking w/ different software & other materials

New Castle County Police Department 05/01-05/03

Emergency Communications Operator (911)

•Handled emergency/non-emergency police calls for county & state police

•Ascertained pertinent information from caller to relay to dispatch for fire, ambulance or police

•Enhanced 911 system & database with switchboard operation

•Provided emergency medical instruction to caller as necessary

•Monitored alarm system calls for residential locations

West End Neighborhood House (Non-Profit) 09-97-05/01

Case Manager

•Assisted low income clientele w/ securing small amount loans for housing

•Monthly Excel reports to track clients’ loan payments, housing issues, etc.

•Presented loan request to banking loan committee on weekly basis

•Residential inspections, maintained monthly contact w/ loan clients

•Credit report monitoring & intense counseling to prepare clients for homeowner program.

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