Customer Service Health Care
Resume:
Luis Arroyo
Decatur, GA *****
**********@*****.***
Authorized to work in the US for any employer
Work Experience
Lab Operation Supervisor - Phlebotomy
Grady Memorial Hospital - Atlanta, GA
October 2022 to July 2027
• Maintain staffing/scheduling phlebotomist, prepare a monthly schedule for Lab employees, assign daily tasks, and organize employee training with a yearly work performance review. Perform various sensitive blood lab collections on hospitalized patients. Triage patients stat testing for improved response time. Perform staff annual evaluations and performance reviews, as well as adjustments for policies and procedures, in conjunction with HR review and interview new talent. Dept. Supervisor Phlebotomy Lab
Emory University Hospital Midtown - Atlanta, GA
2020 to December 2021
Manage daily phlebotomy services for Emory Midtown Hospital. Maintain staffing / scheduling phlebotomist, Collaborate with nursing and research department with specialized collection. Review yearly budget. Maintain laboratory inventory. Supervise 42 phlebotomist and 5 laboratory coordinators. Perform staff yearly evaluations and performance reviews as well as adjustments for policies and procedures. In conjunction with HR review and interview new talent. Perform monthly department pulse check for improvements with nursing team. Use department data for proposals, recommendations, department improvements, stability and growth. Rounding on units and employees for support. Participate in leadership training and one on one peer reviews with upper management. Referral Management Priority Scheduling WFH Agent (All Clinics) Emory Health Care System - Decatur, GA
2019 to 2020
Provide excellent customer service. Schedule appointments and procedures for over 30 clinics and sub- specialties both internal and external clients. Communicate with patients, providers and medical staff via phone / email. Access medical charts / clinical notes via Power chart and GE Centricity. Review diagnosis and medical history, Verify insurance coverage, update current information, payment options, referral and coding medical diagnosis. Build new patient cases for VA Tri-West clients. Patient Access Agent
Emory Health Care System - Decatur, GA
2018 to 2019
Triage all calls and assist clients / customers with medication request, scheduling appointments and messaging providers. Access new patients registration in GE Centricity and access Power-chart verify insurance coverage. Use confluence program to review protocol and locate Primary Care procedures. Contact primary care nursing staff during critical concern or escalation calls to assist immediately as well as sending urgent messages for a direct course of action. Participated in PAC program / Ambassador engaging positive initiatives with in the work environment to improve employee engagement and productivity.
Mobile Para-Medical Examiner
Exam-One / Quest Diagnostic - Alpharetta, GA
2017 to 2018
Mobile examiner to serve high end preferred clients throughout Atlanta region. Perform medical interview and cognitive memory testing. Perform patient physical exams and Biometric screening. Collect blood, urine, and vital signs and perform cardiac EKG testing for various life insurance companies. Access patient charts and scan medical documents and close out completed cases. Provide excellent customer service, train new employees and communicate with customers on their recent experience with service provided in order to incorporate new practices and implement changes to benefit sales and increase overall profitability.
Central Processing Lab Supervisor
Inova Health System Hospital - Fairfax, VA
2007 to 2012
Organized laboratory services / sales throughout the northern VA region. Collaborate with lab sales team to improve customer service, profits and generate new business opportunities. Meet with physicians, nurses, laboratory vendors and clients for quality control and staff training. Inspect laboratory equipment, supplies and employees for OSHA standard, HIPPA compliance and CLIA regulations. Evaluate employee yearly performance review. Quarterly update training evaluations. Provide in-service staff training. Research Healthcare Coordinator / Phlebotomy & EKG instructor American Red Cross - Worcester, MA
2006 to 2007
Implemented new healthcare training for PBT and EKG tech courses. Created course syllabus and interviewed new students. Review financial assistance and discuss with stakeholders stipend awarded. Teach both Laboratory and EKG health care courses. Responsible for maintaining supplies and bio-hazard disposal. Engage all students and assist with tutoring / mentoring. Collaborate with community hospitals and healthcare centers for students internship. Assign student orientation and final skills test. Research Healthcare Coordinator
American Red Cross - Worcester, MA
February 2005 to January 2006
Responsible for coordinating healthcare / educational research projects related to blood and cardiac care. Support the Clinical team in their efforts to achieve daily and overall company goals. Develop and maintains basic competencies required to conduct research including maintaining current training records. Engaged communities for recruitment strategies with research protocols. Performs data management activities including data abstraction, collection, source development and reporting. Manages administrative responsibilities, to include research documentation, research revenue capture, and cost. Assist with screening, and enrollment of subject into assigned studies. Laboratory Supervisor
Acton Medical Associates - Acton, MA
2004 to 2006
Support a large primary medical practice of 15 physicians and manage 6 Medical Lab Asst in daily lab registration, proper identification of patients and collection of various samples on adults and pediatrics. Perform all rapid testing on blood, urine and strep test. Maintain periodic quality control inspections and Bio-hazard safety training with periodic inspection with OHSA standards. Assist with prepping patients for various lab testing procedures. Review results and notify critical values to nursing staff. Plan training opportunities for yearly employee educational compliance. Review yearly budgets, process improvements and lean processes. Perform employee yearly reviews. Police Officer (Certified)
Metropolitan Washington Airport Authority PD - Washington, DC January 2004 to October 2004
• Primary duty is to maintain public order, responsible for enforcing the law and protecting the public. Patrol all areas of the airport and surrounding jurisdiction. Detect and prevent crime. Respond to emergency calls, conduct investigations, make arrests, and issue citations or warnings. Perform traffic control. Transport arrested individuals to courthouse jail for processing or local mental / hospital facility. TSA Airport Security Screener (Homeland Security)
TSA (Transportation Security Administration) - Boston, MA October 2003 to January 2004
• Identify potential threats; check all passengers, vendors, flight crew, visitors, and baggage entering the airport’s secure area. Use x-ray machines and chemical equipment to identify explosives and weapons. Assist law enforcement with physical body searches and questioning individuals. GSA Armed Security Officer (Certified)
Wacken Hut Corp - Albany, NY
January 2002 to July 2003
• Patrol the perimeter of the Federal Building Court House. Trained in Tactical firearms, CPR / fire safety, arrest procedures, metal detectors, and x-ray machines. Check vehicles and individuals entering the property. Assist federal police with arrest procedures, crowd control, and patrol procedures. Phlebotomist III Group Lead
Albany Medical Center - Albany, NY
1996 to 2003
Prepare monthly schedule for 20 Lab employees, Assign daily tasks and organize employee training with yearly work performance review. Perform Cardiac examination and blood lab collection on hospitalized patients. Triage patient stat testing for improved response time. Participated in the Rapid Response Emergency Team to coordinate specimen collection and patient resuscitation in order to increase patient positive opportunity for recovery and or prevent further health deterioration. CPR / BLS instructor. Coordinate hospital wide healthcare screening events to improve employee wellness opportunities and prevention. Collaborate with local community and faith leaders for community health awareness and free healthcare screening events for adults and children. GSA Armed Security Officer (Certified)
International Security Inc - Albany, NY
January 2001 to January 2002
• Patrol the perimeter of the Federal Building and Federal Court House. Trained in Tactical firearms, arrest procedures, metal detectors, and x-ray machines. Assist law enforcement with arrest procedures, crowd control, and patrol procedures. Security alarm inspection. Complete daily patrol report. Sr. Statistical Lab Tech
Montifore Medical Center - Bronx, NY
1994 to 1996
Inventory lab equipment and phlebotomy specimen tray. Verify physician’s orders and various samples collected into computer system for results. Notify healthcare team with STAT results / documentation of erroneous samples. Process samples, centrifuge, aliquot and transport to various labs for testing. Collect both adult and pediatric specimens using venipuncture and micro collection technique. Transport specimens, prepare and centrifuge. Assignments include AM collection, ER, ICU, Pediatric units and outpatient clinics.
Medical Technician
St. Barnabas Hospital Health System - Bronx, NY
November 1993 to December 1994
Perform cardiac testing and blood lab collection on clinic and hospitalized patients. Triage patients and perform routine and stat testing. Cover Emergency room and ICU as needed for faster response time. Assist respiratory therapist with patient oxygen therapy and flow meters. Visit all patients using Respiratory equipment for safety checks. Travel in mobile clinic for community outreach awareness. Education
Master's Degree in Healthcare Administration
University of Maryland-University College - Adelphi, MD September 2021 to Present
Bachelor's Degree in Management and Leadership
University Maryland University College - Adelphi, MD August 2013 to December 2015
Diploma in Basic Police Officer
Norther Virginia Criminal Justice Training Academy - Ashburn, VA January 2004 to October 2004
Associates Degree in Independant Studies, Criminology, Psychology Hudson Valley Community College - Troy, NY
August 2000 to July 2003
Certification in Healthcare / Laboratory
SUNY - Educational Opportunity Center - Bronx, NY
March 1993 to October 1993
Skills
• 2002 EMT training
• Hudson Valley Community College Bilingual (English & Spanish) Vital Signs EKG Technician Certified Phlebotomy Certified CPR Instructor
• Operations management
• Laboratory Management
• Lean
• Patient Care
• Triage
• Venipuncture
• Confluence
• ICU Experience
• Employee Evaluation
• Laboratory Experience
• Agile
• Hospital Experience
• Phlebotomy
• Experience Administering Injections
• Medical Records
• Documentation Review
• Criminal investigation (3 years)
Languages
• Spanish - Fluent
Certifications and Licenses
American Society of Clinical Pathology (PBT)
Present
National certification in laboratory specimen blood collection American Council on the Teaching of Foreign Languages (SPANISH) January 2021 to January 2023
Advanced Mid-Level (ACTFL) Proficiency
Inova Health System 21st Century Ledership Development Program January 2008 to Present
The 21st Century Leadership Development Program was a year long process which invited new leaders and train to become managers and directors with new forward ideas and thinkers to improve the healthcare system and embrace the divers workforce to represent the community. Certified Phlebotomy Technician
ASCP Certification
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