Customer Service Patient Care

Aliaa Tyson

Cincinnati, OH ***** 513-***-**** **********@*****.*** www.linkedin.com/in/aliaa-tyson

Phlebotomy Educator Profile

Certified Phlebotomy expert with over 2 decades of hands-on experience in hospital and office settings, poised to share vast knowledge through comprehensive training programs.

Blending technical proficiency and exceptional customer service skills to thrive alongside top-rated doctors and hospitals. Instrumental in introducing innovative strategies while elevating workplace quality and results. Communicative collaborator consistently fostering culture of high standards and integrity. Recognized for embodying professionalism, dedication, and continual improvement while leading by example.

Skills

Phlebotomy Education

Bench Work

Specimen Processing

Clerical Support Duties

Training Needs Assessment

Program Development

Mentoring & Coaching

Progress Monitoring & Evaluation

Customer Service Enhancement

Process Improvement

Epic EHR / Salesforce CRM

Cross-functional Collaboration

Experience

PATIENT ENGAGEMENT SPECIALIST Bon Secours Mercy Health – Cincinnati, OH 07/2020 to 09/2023

Spearheaded customer support in high-volume healthcare setting, enhancing patient engagement while managing 80+ calls/day. Balanced priorities across registration, clinical connections, and data entry to streamline patient care process.

Contributed to peer mentor/mentee program, fostering collaborative work environment and peer proficiency.

Boosted payment accuracy through meticulous insurance verification, leading to greater efficiency.

Set and met goals to exceed expectations, align with standards, and deliver exceptional patient care.

Championed critical thinking in handling diverse patient inquiries, improving service quality/patient satisfaction.

PHLEBOTOMIST Quest Diagnostics – Cincinnati, OH 07/2006 to 03/2020

Expertly verified patient information, collected and prepared blood/specimens, liaised with insurance companies regarding CPT codes and patient eligibility, entered data into Epic EHR, and maintained records per HIPAA regulations.

Trained new staff on clerical duties, new specimen quality check protocols, and new/revised policies.

Recommended process improvements proactively to remediate customer concerns and complaints.

Built and maintained relationships while liaising with insurance companies, physicians, and patients.

Eliminated bad debt completely by collecting copays and past-due balances, elevating financial performance.

CLINICAL LAB ASSISTANT University of Michigan – Ann Arbor, MI 01/2002 to 07/2006

Excelled in fast-paced laboratory environment, demonstrating excellence in blood sample collection and aseptic techniques. Collaborated with renowned institutions like Mayo Clinic for sendout tests.

Enhanced lab safety and operational efficiency, maintaining hazard-free environment and minimizing delays.

Applied in-depth knowledge of microbiology, chemistry, coagulation, and hematology to daily lab operations, contributing to quality outcomes.

Prioritized, processed, and documented patient specimens, ensuring accuracy and protocol adherence.

Education

Health Information Technology, Miami University - Middletown, OH

Phlebotomy Technician (PBT) Certification, Washtenaw Community College - Ann Arbor, MI

High School Diploma, Pioneer High School - Ann Arbor, MI

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