Customer Service Client Services
Resume:
Chicago IL *****
Professional Summary
I am a very personable Customer Service Professional with over 26 years of experience in direct customer service in the healthcare field, 19 of those years being employed at Quest Diagnostics Laboratory holding positions in Logistics/Dispatch (7 years), Client Services ( 3 years), Specimen Technician (4 years), and Customer Solutions (6 years). Throughout my career, I have been able to expand my knowledge of many different tests, testing requirements, and testing services. I have also developed great problem-solving skills, proficiency with Microsoft Word and Excel, and a strong attention to detail. I communicate very well, and complete assigned tasks in a timely manner by prioritizing my work. My past and current Supervisors will attest to my ability to work as a team member while being independently responsible.
Experience
2004-Present Quest Diagnostics Wood Dale, IL
Sr. Service Solutions Rep/ Specimen Technician/ Dispatcher/ Client Services Representative II/ Route Service Rep
●As a Senior Service Solutions Rep, I Troubleshoot complex medical, technical and routine cases. Receive, resolve, and follow up with the most complex customer issues that cannot be resolved immediately. Act as liaison between field sales force and laboratory operations, using client incident tracking; including physician, hospital, and managed care incident tracking and reporting. Responsible for managing customer relations of assigned accounts, to ensure they receive high quality service, including prospective monitoring of key and/or at-risk accounts.
●As a Specimen Tech, I processed specimens at a hospital client, to send those specimens to Quest Diagnostics. I also performed problem resolution at that client, of missing samples or tests in question. I was a liaison between the client and Quest. I ordered miscellaneous tests through Care360 that were not built into the client’s interfaces that needed to be sent out to Quest. I placed patient’s samples on a transport or batch list, prepped and packed specimens to be sent out. I looked up test results for miscellaneous tests that were sent to Quest, I printed reports of those tests and gave the reports to the client. I performed any additional tasks that were asked of me that were covered under the client’s contract.
●As a Dispatcher I applied excellent customer service skills while taking calls from clients to schedule specimen pick up, as well as problem solving of missed pick-ups, and some employee scheduling, and various other tasks such as billing collation for logistics, stat turn-around time data, maintaining records and documentation, dependent upon the logistics department’s organizational needs.
●As a Client Service Rep II, I provided test results to callers in a high-volume call center while following HIPAA guidelines. I also performed problem-solving, occasionally filled in at the reception desk, and various other tasks. I was also a liaison between the client and various departments within the lab’s daily operation.
●As an RSR, I applied excellent customer service while picking up specimens from clients and delivering them back to lab while operating the company’s vehicle in a safe manner and abiding by all rules of the road, as well as safe handling of the specimens.
2003-2004 CNS Homecare and Hospice Winfield, IL
Hospice Aide
●End of life care.
●Assisting clients with activities of daily living.
●Documentation of any changes in client.
2001-2003 Life Link Corp Bensenville, IL
C.N.A/Activities Coordinator
●Assisting residents with activities of daily living.
●Planning and implementing recreational activities for residents.
●Doing quarterly M.D.S. and attending M.D.S. meetings.
2000-2001 West Suburban Homecare and Hospice Oak Park, IL
Homecare and Hospice Aide
●Traveling to various locations throughout Chicago and surrounding suburbs.
●Assisting client activities of daily living.
●Taking vital signs when necessary.
Education
2000 Malcolm X Community College Chicago, IL
●Phlebotomy, 164 hours classroom instruction.
●200 hours clinical practicum.
1996 Wilbur Wright College Chicago, IL
●Certified Nurses Assistant
1993 Northwestern Business College Chicago, IL
●Allied Health (Medical Assisting)
Clerical Skills
Typing, data entry, customer support/client service, medical terminology, Word, Excel, Power Point, strong communication skills, organizational skills, excellent oral and written communication, and great telephone skills.
Clinical Skills
Accu-checks, fluent medical terminology, completing insurance claims, data entry, collecting specimens, appointment scheduling, wound care, documentation, charting and CPR, vital signs, phlebotomy, performing EKG’s taking patient history, caring, compassionate,
Accomplishments
Participated in Shingijutsu Kaizen Event
To improve Serology productivity
September 17 – 21, 2018
Received Challenger Award
For Client Service Representative of 2006
Professional References:
Name: Monico Orozco
Job Title: Sr. Logistics Supervisor
Company: Quest Diagnostics, IL
Phone number: 630-***-****
Name: Shavon Coleman
Job Title: Quality Assurance Manager
Company: Quest Diagnostics, KS
Phone number: 913-***-****
Name: Eloy Ramos
Job Title: Logistics Supervisor
Company: Quest Diagnostics, IL
Phone number: 630-***-****
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