Customer service
Resume:
LACI
WILSON
**********@*****.***
Huntington, TX 75949
PROFESSIONAL SUMMARY
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
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Highly motivated and committed Medical Assistant with proven history of superior performance at individual, team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to bring medical background and team-building skills to deadline-driven environment.
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Meticulous Surgery Assistant bringing practiced experience assisting with diverse operating room functions. Anticipates and addresses surgeon's needs from operating room setup and sterilization to draping patient and passing instruments during surgery. Models medical teamwork and physical stamina.
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Carter BloodCare - Supervisor
Paris, TX • 01/2020 - 01/2023
WORK HISTORY
Developed effective improvement plans in alignment with goals and specifications.
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Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
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Created, maintained and updated filing systems for paper and electronic documents.
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Oversaw office inventory activities by ordering, stocking, and shipment receiving.
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Updated reports, managed accounts, and generated reports for company database.
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• Reviewed and formatted material produced by clerical team. Developed and maintained successful relationships with vendors, suppliers, and contractors.
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• Maintained computer and physical filing systems. Reported to senior management on organizational performance and progress toward goals.
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Delivered performance reviews, recommending additional training or advancements for any employee who may have needed it.
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Evaluated employee records and productivity and submitted evaluation reports.
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Managed maintenance and upkeep of copiers, printers and computers.
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SKILLS
• Team Coordination
• Surgery Preparation
Collecting Patient Specimens and
Tests
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• Best Practice Implementation
• Quality Standards
• Medical Terminology
• Customer Service
• Staff Development
• Schedule Management
• Hazardous Chemicals
• Generating Schedules
• Adaptable and Flexible
• Staff Leadership
• Medical Report Preparation
Organization and Time
Management
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• Office Coordination
• Human Anatomy and Physiology
• Charting Expertise
Sterile Procedures and
Techniques
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• Proper Sterilization Techniques
• Physician Communication
• Surgical Instruments
• EMR Systems
• Assigned work and verified completion of assignments. Recruited, had input on who was hired for my center, and helped with further training for all staff who asked or showed to be in need of one on one help, provided direct supervision, ongoing staff development and continuing education to employees.
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Successfully negotiated client contract renewals to create increased revenue as well as cudos and personally written letters to upper management when I saw an employee going above and beyond that deserved not only recognition but a raise as well.
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Helped redesign and introduce updated leadership development for our center, coaching, and being a team management model, resulting in promotion of employees into increased levels of responsibility that they deserved and were ready for the tasks asked of them.
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Monitored and inspected staff processes to eliminate hazards posed for both donors and staff while ensuring continuous compliance with regulations.
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Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
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Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
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Discussed medical histories with donors in effort to provide most effective medical advice before donation to ensure they were healthy enough for donation to avoid any reactions to the best of my ability.
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Verified, interpreted, and consulted on specimen quality and test results.
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Developed and implemented customer service policies to enhance donor satisfaction.
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• Observed packing operations to verify conformance to specifications.
• Collected, arranged, and input information into database system. Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
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Established and maintained effective communication with staff, physicians, and community organizations to promote high quality donor care.
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Labeled transfer tubes and collected products from that day while following exact directions for handling and storing specimens and products for transport.
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Assessed new protocols and equipment for relevance and helped implement chosen updates.
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• Set up, maintained, and verified sterility of lab equipment and tools. Identified and traced quality control issues impacting laboratory results.
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Collected blood vials for testing, red blood cell donations, platelet donations, and plasma donations with focus on accuracy and adherence to aseptic techniques.
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Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and donors for continued compliance with associated regulations.
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Collaborated with other center supervisors when I had a question or to have another perspective to view, give advise, on maintaining daily operations that were not being met or followed by staff before I sit them down for a meeting about the lack of performance. I do listen and take in consideration if there is a valid excuse but I pride myself in my work ethic and strive to do my best every single day so I expect the same from the rest of the staff.
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Collaborated with staff every morning to go over product inventory, goals, and answer any questions, concerns, and feedback to maintain and accomplish daily operations smoothly and efficiently.
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Maintaining compliance with guidelines relating to HIPAA, benefits, administration, and general liability.
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Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
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Verified proper storage and transportation of specimens to laboratories.
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Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
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Protected donors by following infection control, sharps disposal, and biohazardous waste disposal procedures.
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• Verified patients' identification for proper sample collection. Assembled tourniquets, needles, and blood collection devices to prepare work trays.
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• Assisted in training and onboarding new phlebotomists.
• Performed cell counts and analysis on blood specimens. Connected with donors by listening and determining value of donations.
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• Remained flexible to work highly variable schedule.
• Prepared reports to document laboratory results and findings.
• Enforced quality control protocols to maintain accuracy of test results. Operated highly specialized laboratory equipment to process specimens.
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Drove collection and quality compliance for blood, cells, tissue and apheresis donations.
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Performed apheresis collections of Plasma and Platelets according to established procedures, guidelines and contracts.
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Collected and studied blood samples to determine number of cells, morphology, blood group and blood type.
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Demonstrated a high level of initiative and creativity while tackling difficult tasks.
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Developed strong organizational and communication skills through coursework and volunteering at other centers when someone was needing one on one help to properly learn and achieve excellence in whichever product collection they may have had difficulty fully understanding from learning different from other individuals or just needed a slower paced and hands on learning environment.
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The only reason I am no longer an employee with Carter Bloodcare is because they closed our donor center in Paris due to losing a hospital in our small town and the demand for products from the current one was not enough to keep our doors open. I loved and cherished my job and time there and wish nothing but the best for the staff at the other locations. Nu Look Dermatology/Epiphany Dermatology - Lead Medical Assistant/MOHS Tech/Surgery Assistant
Paris, TX • 01/2016 - 04/2020
Medical Assistant Training: I was trained under Phillip Bandel, MD 2016-2017 then I was hired as a Medical Assistant in his clinic Nu Look Dermatology and Derma Surgeons in Paris, TX.
Nu Look Dermatology under Dr. Bandel as a Medical assistant and when Dr. Bandel retired, Epiphany Dermatology bought his practice and let all employees go besides me. I was with Epiphany Dermatology from 2018-2020.
For Epiphany I was the lead Medical Assistant (MA). MOHS Tech, and also as a general Derm Surgery assistant.
I was instrumental in providing a variety of support functions that were critical in assisting all the providers with back-office duties to provide quality patient care as well as contributing to the overall efficient operations of my office.
I also take pride in being able to fill in or help the front office with any tasks or help they may need if behind. My functions as a collaborative member of our health care team included displaying professional behavior and communicating effectively and positively with other coworkers and staff. I demonstrate competency in all skills related to the performance of patient care and in accordance with MA State Scope of Practice, MOHS Tech Scope of Practice, and General Derm Surgery Assistant Scope of Practice.
I have 5 years of MA experience, routine Derm surgery, and as a MOHS Tech with assisting the provider with numbing surgery sites, handing and using instruments, suturing, bandaging, and explaining post op care to the patient and family if permission was granted to share. I was recruited to the MOHS team as a surgical tech and closure tech. I traveled twice a week to our Rockwall, TX location for MOHS days with my MOHS surgeon and plastic surgeon. On clinic days, the other three days a week, I was lead MA for my two physicians and one PA as well as the surgery tech on Fridays when we had our general Derm surgery day for minor skin cancers, lipomas, cysts, and unwanted skin lesions that required surgery and not a superficial removal. There are numerous other procedures we offered that I assisted the surgeon with as well. Some duties I was responsible for were:
Coordinated work of junior staff to keep team performance high and effectively handle needs of 50+ patients per day.
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Monitored office procedures to correct problems and implement proactive improvements for better patient flow.
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Met operational targets consistently by guiding and motivating medical assistant team to effectively handling administrative and clinical needs.
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Sanitized, restocked, and organized exam rooms and medical equipment.
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• Called and faxed pharmacies to submit prescriptions and refills. Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
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• Prepared and administered medications to alleviate patient symptoms. Precepted newly hired medical assistants to train each on office procedures and important tasks.
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Collected co-payments from patients for visits and completed daily cash deposits to secure funds.
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Documented patient information in EMR and prepared paperwork for medical staff.
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Collected and documented patient medical information such as blood pressure and weight.
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Enforced department policies and procedures to keep team operating effectively and delivering top-notch care.
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Audited samples and refrigerated medications to verify freshness and remove any expired packages.
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Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
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Documented vital signs and health history for patients in clinic and hospital environments.
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Protected patients and staff from infection risks by routinely cleaning and disinfecting common areas and patient rooms.
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Taught patients about medications, procedures, and care plan instructions.
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Assisted with routine checks and diagnostic testing by collecting and processing specimens.
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Assisted physicians and nurses with clinical procedures following safe practices.
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Enforced department policies and procedures to keep team operating effectively and delivering top-notch care.
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Liaised with patients and addressed inquiries, appointment requests and billing questions.
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Followed appropriate procedures to minimize patient's exposure to radiation.
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• Prepared lab specimens for diagnostic evaluation. Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
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Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
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• Measured patient pulse oximetry.
Helped improve patient outcomes by educating and advising on relevant treatments and care.
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Verified patient insurance coverage and collected required co-payments.
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Obtained and documented patient medical history, vital signs and current complaints at intake.
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Performed medical records management, including filing, organizing and scanning documents.
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Explained procedures to patients to reduce anxieties and increase patient cooperation.
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Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
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Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
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Completed clinical procedures and gathered patient data for interpretation by physician.
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Answered telephone calls to offer office information, answer questions, and direct calls to staff.
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• Oriented and trained new staff on proper procedures and policies. Implemented care and efficiency improvements to support and enhance office operations.
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Collected pertinent data and calculations to aid physician in interpreting results.
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Obtained client medical history, medication information, symptoms, and allergies.
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Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
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Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
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Communicated surgery requirements to nursing teams for smooth operation delivery.
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• Resolved scheduling conflicts to maintain high-quality patient services. Educated patients about surgeries and provided treatment plan documentation.
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Greeted visitors and initiated triage processes for clients to streamline patient flow.
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Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
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Updated patient records to reflect upcoming surgeries and medical histories.
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• Checked patients in and out and collected payments.
• Registered and verified patient records before triage with most up-to-date information.
Arranged pre-operative and post-operative appointments for surgical patients.
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Performed various administrative tasks by filing, copying and faxing documents.
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Expertly managed planning, scheduling, and coordination of outpatient procedures.
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Prepped operating rooms and booked necessary equipment and supplies.
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Collated pre-operative lab and imaging results to facilitate surgery planning.
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Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
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Conducted patient intake interviews, recording and documenting relevant information.
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Placed new supply orders, managed inventory and restocked clerical spaces.
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Updated daily operating room calendars with accurate appointment schedules.
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I provided excellent customer service to all patients in person, on the phone, and in writing.
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I prepared patients for their health care visit by directing and/or accompanying them to the exam room, providing examination gowns and drapes, helping them to position themselves for the examination and/or treatment, arranging the room for the needed tasks and/or procedures with the proper equipment and supplies.
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I collected and documented all patient information, clinical data, and other medically needed information such as weight, vitals, allergies, medications, and medical history past and current.
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I was responsible for accurately and timely completing documentation using both the Electronic Medical Records (EMR) and any required paper documentation while ensuring patient confidentiality.
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I worked with the healthcare team to ensure smooth efficient patient flow and clinical operation.
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I problem solve obstacles to through-put process and notify as well work with appropriate personnel to resolve undue backlogs and minimize wait times.
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I worked to create and maintain excellence in patient/family satisfaction, relationships, and engagement.
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• I responded to care questions or complaints to immediately resolve. I provided documentation on unresolved issues voiced by patients and made sure they were given to the appropriate parties of the company for resolution if one was not found that day.
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I delivered patient care per provider orders and based on practice guidelines, physician delegation, and State Scope of Practice regulations.
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I adhered to polices, procedures, and protocols related to all clinical dermatology services.
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I obtained additional labs, diagnostic testing, or any other forms of medically necessary information from patient's significant other, family, or caretakers with signed consent from the patient so I could have all medical history in the patients file for easy access for the Dr to look back on or for me to be able to pull up when a Physician asked a question about that patients previous history. I also documented and reported findings to the provider when recognizing abnormal or changing conditions with the patient.
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I confirmed, clarified, and demonstrated competency of written orders prior to implementation of delegated tasks to the patient to know they understood fully.
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I maintained and used principles of aseptic techniques and infection control standards when performing clinical duties and tasks.
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I demonstrated adherence to ASHA standards for bloodborne pathogens, potentially infections materials, and workplace safety.
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I operated equipment according to the equipment guidelines. I checked care areas for malfunctioning equipment and general equipment problems on a regular basis to ensure proper use and safety. If any findings were not up to code, I would report to the appropriate personnel for that piece of equipment to arrange repairs and evaluation of the damaged property.
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I provided appropriate education, health materials and hand outs as requested from the physician.
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I provided time sensitive delegated tasks, which includes but not limited to, sending in prescriptions, prescription refills, prior authorizations, voicemails for the MA staff, drug rep visitations, returning patient phone calls, supply orders, restocking all exam rooms and surgery rooms, packaging individual instruments and packaging surgery kits to both be sterilized for use the next day, monitored expiration dates on supplies and took action accordingly to dispose of expired supplies.
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I participated in leading staff meetings and work groups by providing constructive input for practice, improvement, and solutions to any and all issues that may be brought to light.
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• I maintained a regular, reliable, and on-site attendance scheduled, I love open communication and believe there is always room for improvement, so I am all for constructive input for performance improvement and not only individual growth but growth as a team in the work place.
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I am very efficient with Microsoft programs, EMR, and other E-Systems.
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I am very detail oriented and can handle multiple tasks while following through with completion in a timely manner.
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I demonstrate cultural competency, sensitivity, and responsiveness to various cultural characteristics and beliefs while doing my job and honor them to the best of my ability.
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I am also cross trained to fill in when needed at the front desk checking in patients, helping with registration forms, insurance
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I practiced and taught our core values such as Integrity, Excellence, Fun, Teamwork, Common sense, and Determination. We upheld those six values proudly and I still carry them with me to this day. I believe there is always room for improvement in all aspects of your job and work place all the way to your everyday life.
verification, cash payment quotes, care credit balance checks, answering phones, scheduling appointments, appointment reminder calls the day before the scheduled appointment, checking out patients with cash, debit/credit, care credit payments, and rescheduling the patients next follow up.
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