Customer Service General Office

Ms. Jasmine N. Doty

**** ********* ****** • Groveland, FL 34736

Phone: 352-***-**** • *******.**@*****.***

SKILLS PROFILE:

Type 60 WPM

Computer Skills: Microsoft Office Suite (Word, Excel, Power Point, Outlook, Access)

Adobe Acrobat

Knowledge of general office clerical procedures and records management

Possess the ability to draft and revise correspondence and reports.

Possess the ability to communicate effectively and professionally, orally and in writing.

Possess the ability to plan, organize work and meet deadlines.

Possess the ability to get along well with others and handle confidential matters.

Possess the ability to manage time and multiple priorities to meet deadlines.

Possess the ability to work in fast-paced environments while meeting critical deadlines.

PROFESSIONAL EXPERIENCE:

A TEAMS SOLUTIONS, Fulton, MD 07/2022 – Present

Medical Technician

Provide customer service to all clients to include but not limited to greeting and interviewing customers to assess and meet their needs, ensuring all necessary documentation is completed before they leave and explain and ensure they understand their HIPPA privacy rights.

Gather pertinent data from customers, respond to their concerns, and convey details about their results.

Perform patient accessioning, specimen collection, processing, and distribution.

Provide technical oversight and training to ensure all invasive procedures are performed according to standard operating procedures.

Assist medical personnel in patient accessioning, specimen collection, processing, and distribution procedures.

Utilize various computer systems and databases to access and analyze patient demographics, test requests, generate labels, queries, and record results.

Provide patient instructions regarding specimen collection, special requirements necessary for procedures and respond to any concerns.

Review and prepare specimens for storage and/or shipment.

Perform blood collection/phlebotomy procedures by venipuncture on patients.

Apply infection control regulations and/or procedures regarding handling, storage, packaging, and disposal of biohazards materials.

Responsible for protecting and maintaining patient’s confidentiality and securing sensitive information using established organizational procedures.

Manage a high volume of visitors and phone calls while maintaining critical deadlines.

Act as a liaison between patients and providers to assist and provide solutions to unexpected problems/issues.

Plan, organize, and perform efficient multitasking to complete assignments while meeting strict deadlines.

Assist in all aspects of the day-to-day administrative requirements, including but not limited to drafting reports, collection and storage of documentations and records.

Draft, edit, and send out correspondence to the appropriate recipients via mail, fax, or email.

Supervise and train new hires in the performance of their duties.

ADVANCE UROLOGY INSTITUE, Oxford, FL 11/2021 – 07/2022

Phlebotomist

Provided customer service to all clients to include but not limited to, greeting and interviewing customers to assess and meet their needs, ensuring all necessary documentation is completed before they leave.

Assisted customers with completing required forms prior to receiving service. Explained the purpose of each form and answered any questions they had.

Gathered pertinent data from customers, responded to their concerns, and conveyed details about their results.

Verified, entered, and updated customer’s contact information in the computer system.

Using the computer database, searched and reviewed prior customer’s records for previous adverse reactions.

Collected specimens according to established procedures, to include but not limited to drug screens, biometric screening, and insurance exams.

Administered oral solutions according to established training.

Researched and analyzed test/client information and confirmed and verified all written and electronic orders by utilizing lab technology systems or directory of services.

Responsible for analyzing and completing all data entry requirements accurately including data entry of patient registration; entry of test order from requisition or pulling order from database; managing Standing Orders. Identified and resolved problems/issues.

Entered billing information and collected payments, when required. Ensured all credit card and billing information was safeguarded using the company’s established security protocols. Explained to customers the company’s policies and procedures used to safeguard their payment information and addressed any questions they had.

Entered data and processed specimens using various databases and computer systems, which included: labeling, centrifuging, splitting, and freezing specimens as required by test order.

Performed departmental-related clerical duties to include but not limited to data entry, inventory, stock supplies, and answer phones. Replied to general correspondence. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Read, understood and complied with departmental policies, protocols and procedures: (i.e. Procedure Manuals, Safety Manual, Compliance Manual, Automobile Policies and Procedures, Employee Handbook, Quality Assurance Manual); explained and

ensured that all staff members followed instructions.

Performed verification of patient demographic information/initials, including patient signature post-venipuncture to verify tubes were labeled in their presence and that the name on the label is correct.

Gathered pertinent data and assisted with the compilation and submission of monthly statistics and data reports. Responded to questions effectively, both orally and in writing.

Planned and organized work to meet strict deadlines. Maintained all appropriate phlebotomy logs in a timely manner and based on frequency, such as maintenance logs and temperature logs.

Completed training courses and remained up to date with the latest phlebotomy techniques.

Participated in special projects and teams. Maintained effective working relationships with supervising personnel, coworkers, business professionals, and the public.

Supervised and trained new hires in the performance of their duties.

LABORATORY CORPORATION OF AMERICA, The Villages, FL 09/2019 – 11/2021

PST Site Lead

Provided customer service to all clients to include but not limited to, greeting and interviewing customers to assess and meet their needs, ensuring all necessary documentation is completed before they leave.

Assisted customers with completing required forms prior to receiving service. Explained the purpose of each form and answered any questions they had.

Gathered pertinent data from customers, responded to their concerns, and conveyed details about their results.

Verified, entered, and updated customer’s contact information in the computer system.

Using the computer database, searched and reviewed prior customer’s records for previous adverse reactions.

Collected clinical laboratory blood specimens, requested by a clinician, for testing via routine venipuncture and capillary procedures.

Collected a variety of other body fluids and clinical specimens which included stool, urine, and sputum. Communicated effectively to patients on the proper collection of urine for laboratory analysis.

Successfully processed specimen to include utilizing a centrifuge, aliquot and mixing. Prepared blood for medical testing, transfusions, or donation to meet critical deadlines.

Played a vital role in the administration and management of blood draws for diagnosis and research purposes.

Appropriately handled infectious and bio-hazardous waste. Maintained the required competency training and performed document maintenance and troubleshooting procedures to ensure compliance.

Tracked and collected specimens by initialing, dating, and noting times of collection and maintained daily tallies of collections performed.

Acted as a liaison between my office and vendors to resolve unusual test orders by contacting the physician, pathologist, or reference laboratory. Assisted and provided solutions to unexpected problems/issues. Referred unresolved orders back to the originator for further clarification and notified the supervisor of unresolved orders.

Interacted positively and professionally with coworkers and provided service to others at all organizational levels.

Maintained updated job knowledge by participating in educational opportunities. Read professional publications and established a personal network.

Analyzed and accurately entered patient test data into the computer all while ensuring privacy laws were enforced and confidentiality was maintained.

Followed all infectious control procedures, organized blood collection equipment, and ensured the collection area remained sanitized and neat at all times. Kept detailed records for identity purposes.

Gathered pertinent data and accurately verified patient identities to ensure proper labeling of collection vials while maintaining confidentiality.

Guided nervous patients through blood draws and assisted patients who experience adverse reactions following a blood draw or transfusion.

Followed the directions of supervising physicians and communicated effectively and professionally, both orally and in writing. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Supervised and trained new hires in the performance of their duties.

LAKE VIEW INTERNAL MEDICINE, Summerfield, FL 04/2019 – 06/2019

Phlebotomist

Provided customer service to all clients to include but not limited to, greeting and interviewing customers to assess and meet their needs, ensuring all necessary documentation is completed before they leave.

Assisted customers with completing required forms prior to receiving service. Explained the purpose of each form and answered any questions they had.

Gathered pertinent data from customers, responded to their concerns, and conveyed details about their results.

Verified, entered, and updated customer’s contact information in the computer system.

Using the computer database, searched and reviewed prior customer’s records for previous adverse reactions.

Collected clinical laboratory blood specimens, requested by a clinician, for testing via routine venipuncture and capillary procedures.

Collected a variety of other body fluids and clinical specimens which included stool, urine, and sputum. Communicated effectively to patients on the proper collection of urine for laboratory analysis.

Successfully processed specimen to include utilizing a centrifuge, aliquot and mixing. Prepared blood for medical testing, transfusions, or donation to meet critical deadlines.

Played a vital role in the administration and management of blood draws for diagnosis and research purposes.

Administered various injections to include vitamins such as B-12 and K, testosterone, TB, xylocaine, Rocephin and solumedrol. Administered immunizations and performed Coumadin checks.

Entered pertinent data and results in several computer databases and maintained proper inventory to include daily medication inventory.

Appropriately handled infectious and bio-hazardous waste. Maintained the required competency training and performed document maintenance and troubleshooting procedures to ensure compliance.

Tracked and collected specimens by initialing, dating, and noting times of collection and maintained daily tallies of collections performed.

Acted as a liaison between my office and vendors to resolve unusual test orders by contacting the physician, pathologist, or reference laboratory. Assisted and provided solutions to unexpected problems/issues. Referred unresolved orders back to the originator for further clarification and notified the supervisor of unresolved orders.

Interacted positively and professionally with coworkers and provided service to others at all organizational levels.

Maintained updated job knowledge by participating in educational opportunities. Read professional publications and established a personal network.

Analyzed and accurately entered patient test data into the computer all while ensuring privacy laws were enforced and confidentiality was maintained.

Followed all infectious control procedures, organized blood collection equipment, and ensured the collection area remained sanitized and neat at all times. Kept detailed records for identity purposes.

Gathered pertinent data and accurately verified patient identities and to ensure proper labeling of collection vials while maintaining confidentiality.

Assisted patients who experience adverse reactions following a blood draw or transfusion.

Followed the directions of supervising physicians and communicated effectively and professionally, both orally and in writing. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Gathered, inventoried, and maintained blood draw instruments and supplies.

Supervised and trained new hires in the performance of their duties.

BIOMAT USA, Ocala, FL 01/2019 – 03/2019

Donor Technician

Provided customer service to all clients to include but not limited to, greeting and interviewing customers to assess and meet their needs, ensuring all necessary documentation is completed before they leave.

Assisted customers with completing required forms prior to receiving service. Explained the purpose of each form and answered any questions they had.

Gathered pertinent data from customers, responded to their concerns, and conveyed details about their results.

Verified, entered, and updated customer’s contact information in the computer system.

Using the computer database, searched and reviewed prior customer’s records for previous adverse reactions.

Collected clinical laboratory specimens (plasma) for testing requested by a clinician via routine venipuncture and capillary procedures. Communicated effectively with patients.

Appropriately handled infectious and bio-hazardous waste. Maintained the required competency training and performed document maintenance and troubleshooting procedures to ensure compliance.

Tracked and collected specimens by initialing, dating, and noting times of collection and maintained daily tallies of collections performed.

Acted as a liaison between my office and vendors to resolve unusual test orders by contacting the physician, pathologist, or reference laboratory. Assisted and provided solutions to unexpected problems/issues. Referred unresolved orders back to the originator for further clarification and notified the supervisor of unresolved orders.

Interacted positively and professionally with coworkers and provided service to others at all organizational levels.

Maintained updated job knowledge by participating in educational opportunities. Read professional publications and established a personal network.

Analyzed and accurately entered patient test data into the computer all while ensuring privacy laws were enforced and confidentiality was maintained.

Followed all infectious control procedures, organized plasma collection equipment, and ensured the collection area remained sanitized and neat at all times. Kept detailed records for identity purposes.

Gathered pertinent data and accurately verified patient identities to ensure proper labeling of collection vials while maintaining confidentiality.

Guided nervous patients through plasma draws and assisted patients who experience adverse reactions following a plasma draw.

Followed the directions of supervising physicians and communicated effectively and professionally, both orally and in writing. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Gathered, inventoried, and maintained plasma draw instruments and supplies.

Supervised and trained new hires in the performance of their duties.

SUMTER COUNTY CORRECTIONS, Bushnell, FL 06/2018 – 12/2018

Correctional Officer

Provided supervision, correctional treatment and inmate management to the inmates assigned within the housing units and throughout the compound in a correctional institution.

Utilized effective communication skills and applied both behavioral interventions and cognitive expectations with the inmate population, specifically using rational thinking and communication to ensure the inmate population understood expectations and consequences to their choices. Communicated effectively with inmates through instruction of institution rules and directives.

Explained the facilities’ policies and procedures they were expected to follow and addressed any questions they had. Ensured they had a thorough understanding of their rights and the laws governing the facility; laws that if violated could result in serious repercussions.

Provided group and individual counseling to inmates by applying assessment/correctional techniques and used those techniques to develop a rapport and prevent violations of policies. Monitored inmate workers in the area to ensure their compliance with safety and infection control.

Observed inmate behavior, ensuring accurate implementation of effective communication to provide counseling and resolve day to day issues of the inmate population. Effectively supervised inmates assigned to my unit that possess a history of disruptive and unfavorable behavior.

Encouraged inmates to have positive interactions between each other and staff members and take advantage of self-improvement activities.

Planned and organized work for inmates assigned to my unit. Anticipated, assessed, and ensured the needs of the inmates and the facility were met. Recognized and resolved issues/problems as soon as they came up.

Identified and ensured inmates with mental health problems were treated, to include referring those inmates who may be at risk for suicide to the Medical Department.

Enforced rules and regulations governing facility security, inmate accountability and inmate conduct to ensure judicial sanctions were carried out and inmates remained in custody.

Collected and analyzed pertinent data from multiple computer databases to prepare accurate and comprehensive incident reports and supporting memorandums on inmates for violation of policy. Drafted and revised general correspondence and reports.

Verified, entered, and updated inmate information in the computer system. Using multiple computer databases, searched and reviewed inmate’s records for previous infractions/incidents.

Attended and participated in all company meetings and activities. Interacted positively with coworkers, supervisors, and provided service to others at all organizational levels.

Supervised inmates assigned as unit orderlies in the performance of unit sanitation. Provided inmate orderlies with basic, and at times comprehensive instructions regarding expectations on sanitation. Counseled inmates when necessary, when those expectations were not met, resulting in a high level of sanitation being maintained in the housing unit.

Maintained accountability of inmates by conducting official counts throughout the day. Maintained security by preventing disturbances, assaults, and escapes.

Responded to emergencies, deescalated, and prevented violence, along with sought immediate resolution to incidents.

Ensured no contraband was introduced into the housing unit by performing random cell searches and pat down searches of inmates.

Provided supervision, guidance, direction, instruction, and counseled inmate workers in the performance of their assigned duties.

Managed time and multiple priorities to meet strict deadlines. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Conducted fire and security checks, reported any hazards and/or violations, to ensure staff and inmate safety. Stayed alert for security breakdowns and took prompt corrective actions. Inspected keys, locks, and security devices, for signs of wear, tampering or other compromise.

Answered questions about policies pertaining to visits from inmates and inmate visitors during visitation.

Maintained an effective working relationship with supervising personnel, coworkers, and the public. Exercised exceptional professionalism and always safeguarded documents and maintained confidentiality.

Enforced entrance and exit procedures for the inmate population assigned to my unit during institution control movements and emergencies. Maintained knowledge of communication and other electronic equipment.

Carefully inspected all vehicles entering and exiting the institution for contraband and possible escapees.

Completed all assignments at a considerably higher level and met critical deadlines.

Called upon to make independent sound decisions. Exercised good judgment, honesty, integrity, responsibility, and punctuality through the utilization of professional work standards.

Developed creative solutions to challenging problems.

Worked long hours and different shifts in a fast paced and dangerous environment.

Supervised and trained new officers in the performance of their duties, as well as filled in as the supervisor in his absence.

QUEST DIAGNOSTIC, Leesburg, FL 10/2015 – 02/2018

Phlebotomist

Provided customer service to all clients to include but not limited to, greeting and interviewing customers to assess and meet their needs, ensuring all necessary documentation is completed before they leave.

Assisted customers with completing required forms prior to receiving service. Explained the purpose of each form and answered any questions they had.

Gathered pertinent data from customers, responded to their concerns, and conveyed details about their results.

Verified, entered, and updated customer’s contact information in the computer system.

Using the computer database, searched and reviewed prior customer’s records for previous adverse reactions.

Collected clinical laboratory blood specimens, requested by a clinician, for testing via routine venipuncture and capillary procedures.

Collected a variety of other body fluids and clinical specimens which included stool, urine, and sputum. Communicated effectively to patients on the proper collection of urine for laboratory analysis.

Successfully processed specimen to include utilizing a centrifuge, aliquot and mixing. Prepared blood for medical testing, transfusions, or donation to meet critical deadlines.

Played a vital role in the administration and management of blood draws for diagnosis and research purposes.

Appropriately handled infectious and bio-hazardous waste. Maintained the required competency training and performed document maintenance and troubleshooting procedures to ensure compliance.

Tracked and collected specimens by initialing, dating, and noting times of collection and maintained daily tallies of collections performed.

Acted as a liaison between my office and vendors to resolve unusual test orders by contacting the physician, pathologist, or reference laboratory. Assisted and provided solutions to unexpected problems/issues. Referred unresolved orders back to the originator for further clarification and notified the supervisor of unresolved orders.

Interacted positively and professionally with coworkers and provided service to others at all organizational levels.

Maintained updated job knowledge by participating in educational opportunities. Read professional publications and established a personal network.

Analyzed and accurately entered patient test data into the computer all while ensuring privacy laws were enforced and confidentiality was maintained.

Followed all infectious control procedures, organized blood collection equipment, and ensured the collection area remained sanitized and neat at all times. Kept detailed records for identity purposes.

Gathered pertinent data and accurately verified patient identities to ensure proper labeling of collection vials while maintaining confidentiality.

Guided nervous patients through blood draws and assisted patients who experience adverse reactions following a blood draw or transfusion.

Followed the directions of supervising physicians and communicated effectively and professionally, both orally and in writing. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Gathered, inventoried, and maintained blood draw instruments and supplies. Maintained accurate and timely inventory of all needles, syringes, and test cups to ensure adequate sub stock was always available.

Initiated and compiled requisitions for medical supply requirements.

Supervised and trained new hires in the performance of their duties.

HOME-INSTEAD SENIOR CARE, Leesburg, FL 07/2013 – 08/2015

Care Giver

Responsible for the supervision and care of clients. Encouraged, assisted, and stimulated clients in a variety of activities that improved their quality of life and helped them maintain their independence.

Assisted clients and their families with completing required forms prior to receiving service. Explained the purpose of each form and answered any questions they had.

Verified, entered, and updated client’s contact information in the computer system.

Using the computer database, searched and reviewed clients’ medical records for pertinent information related to their care.

Provided conversation and companionship. Interacted positively with clients and their families.

Anticipated, assessed, and ensured the needs of the client were met. Assisted with walking and home physical therapy. Prepared current and future meals, monitored diet and eating habits. Engaged in mental and physical exercises with clients and maintained daily logs.

Maintained daily care notes to include any significant changes in the client’s behavior/health to the agency/service.

Assisted with other related duties as requested or asked by the client. Maintained an effective working relationship with clients, client’s family, and supervising personnel.

Reported any changes to client's health, needs and/or living conditions to the head office. Assisted and provided solutions to unexpected problems/issues. Resolved problems quickly without losing focus of the issue.

Responded to general correspondence both orally and in writing in a timely manner. Ensured compliance with all policies, procedures, and laws. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Assisted with bathing, grooming, dressing and toileting. Provided light housekeeping, to include laundry and linen washing.

Transported clients to and from doctor appointments. Ran daily errands for clients. Explained to clients and their families the company’s policies and procedures used to safeguard their financial information and addressed any questions they had.

Assisted with paying bills while maintaining strict confidentiality, prepared client’s grocery list and completed their shopping. Organized mail and maintained a schedule/calendar.

Communicated with clients in a respectful manner and treated clients and their property with respect.

Ensured assigned clients were clean, fed, and safe. Maintained a valid first aid and CPR certification.

Supervised and trained new hires in the performance of their duties.

SECOND CHANCE GROUP HOME, Clermont, FL 08/2012 – 07/2013

Care Giver

Assisted clients and their families with completing required forms prior to receiving service. Explained the purpose of each form and answered any questions they had.

Verified, entered, and updated client’s contact information in the computer system.

Using the computer database, searched and reviewed clients’ medical records for pertinent information related to their care.

Gathered pertinent data from clients and responded to their concerns.

Supervised clients in a group home setting. Facilitated self-help skills training and therapeutic treatment to clients with intellectual, mental and/or physical disabilities.

Responsible for the administration and distribution of prescribed medications to the clients assigned to the home under my care.

Administered oral, topical, nebulized and meter dose inhaler in a manner consistent with nationally recognized safe medical practices.

Completed daily documentation to the Medication Administration Record. Documented all medications administered and the time of administration via paper logs.

Logged and maintained all records associated with any adverse medication reactions.

Responded to general correspondence both orally and in writing in a timely manner.

Ensured compliance with all policies, procedures, and laws. Drafted, edited, and sent out correspondence to the appropriate recipients via mail, fax, or email.

Contacted and advised the supervisors of all findings. Assisted and provided solutions to unexpected problems/issues.

Logged and maintained a completed record of all medication refusals and incidents to the supervisor.

Prior to the start of the shift, ensured all medications were all accounted for.

Maintained a clean and operable work area while administering medications to the clients.

Ensured proper procedures were followed when identifying clients before administering medications. Safeguarded and provided security over all medications assigned during the shift.

Provided clear instructions and warnings to residents to calm disturbances or disagreements between clients. Offered alternatives and support to uncooperative individuals in order to diffuse a potential disturbance or behavior.

Restrained disruptive clients to prevent injury to themselves and others, using prescribed methods and protocols.

Remained calm and made sound decisions during critical situations.

Anticipated, assessed, and ensured the needs of the client were met. Observed and documented client’s behavior, such as speech,

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