Safety Data Client Services

Janice Cousin

*** ****** *****

Roxboro, NC *****

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

SUMMARY OF QUALIFICATIONS

More than 15 years of organized and detailed-oriented experience working in healthcare and telecommunications. Strong history of administrative, medical and customer support services. Experienced in: Microsoft Word, IDX, MCIS, ORACLES, PathNet, and EPIC. Knowledge of PowerPoint, EXCEL, Access, Good Manufacturing Practices (GMP), Standard Operating Procedures (SOP) and Material Safety Data Sheets (MSDS).

WORK EXPERIENCE

2/2006 - Present Client Services Representative

Duke Clinical Laboratories

Durham, NC

Receive and screen telephone calls and correspondence from patients, referring physicians or their staff and provide informational assistance regarding specimen handling and collection and storage. Provides help desk assistance for the laboratories through direct communication by providing investigational assistance and information on lab policies and procedures. Liaison and troubleshooting problems and referral lab issues. Use Excel to compile informational resource sheets for clients. Assist in complication of data for reports. Assist with training co-workers. Release medical information following HIPPA regulations. 11/2004 – 2/2006 Clinical Technician I

Duke Clinical Laboratories

Durham, NC

Prepared specimens for testing, distributed specimens to appropriate workstations. Processed and registered specimens using IDX, PathNet, MCIS and Net Access. Ordered tests using Cerner and PathNet. Verified patient insurance information and demographics.

10/1997 – 11/2004 Assistant National Access Associate Verizon National Access Customer Center

Durham, NC

Managed the Access ordering and billing relationship between Verizon and nationwide intermediary customer set. Analyzed service order integrity/quality and recommend corrective actions for defects. Interfaced with Account Representatives and coaches to ensure closure; managed daily contact with customers on ordering issues; analyzed order process and proactively verified ordering; initiated contact with customer to advise of order jeopardizes and tariffs changes. Analyzed, edited, and reviewed pre-bill quality matrices; provided quality training to customer on defects.

9/1990 – 10/1997 Patient Admit Representative

Durham Regional Hospital

Durham, NC

Registered and admitted patients into the hospital for outpatient services and admissions. Collected demographic and insurance information from the patients for billing and statistical purposes, collected monies for co-payments and services obtained. Lead person on second shift, trained new employees, and resolved problems. Made inpatient bed assignments for emergency room admissions. Reconciled daily reports of cash and credit receipts. Janice Cousin Page 2

1/1985-9/1990 Clerk IV - Emergency Room

Durham Regional Hospital

Durham, NC

Transcribed doctors’ orders, filed photocopied patient records, screened and answered phones, retrieved medical records, scheduled test and consultations, ordered supplies, and processing statistical reports. Posted physicians on call schedules.

EDUCATION

Bachelor of Science Healthcare Management, 2011

Mount Olive College

Research Triangle Park, NC

Certification eligible Bio Works, 2004

Durham Technical Community College

Durham, NC

AWARDS

Strength Hope Caring Recipient 2008 and 2010, 2014.2O17.

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