Customer Service Call Center

Mrs. Wendy Ellen Mertz

***** ******** ****

Waynesville, MO 65583 US

Mobile: 419-***-****

Email: **********@***.***

Professional Profile

Certified, experienced phlebotomist that is a proven enthusiastic team player who is committed to customer service excellence and achieving organizational goals. Recognized for strong communication skills, ability to learn new tasks quickly, and talent to work independently completing all assignments.

Work Experience:

08/2023-Present

Call Center/Patient Appointment Clerk

4430 Missouri Avenue

Fort Leonardwood,Mo 65473

Duties:

Schedules appointments into a government computer system for primary care,specialty, and subspecialty medical care. Call patients or respond to secure messaging submissions to schedule,reschedule and/or cancel appointments as needed.

General office administration and clerical skills, perform receptionist duties Use of standard office equipment and basic computer proficiency General medical ethics, medical terminology

11/2022-08/2023

On Call Mobile Phlebotomist

ExamOne

40 N Kingshighway Blvd

St Louis,Mo 63108

Phlebotomist

Duties:

Travel to patients’ homes or workplace to provide services such as blood draws, physical measurements to include, but not limited to, specialty services such as echocardiograms. Prepare samples for shipment by centrifuging sample and separating serum.

02/2023-05/2023

Drug Free Sport/Quest Diagnostics

1605 Martin Springs Drive Suite 130

Rolla,Mo 65401

Lab Technician/Phlebotomist

Duties:

Performs phlebotomy through, venipuncture, syringe, and/or butterfly, in a clinic as a laboratory technician properly identifying and labeling specimens within appropriate demographics. Label, collect, and analyze blood, urine, and other specimens ensuring sufficient quantity is obtained of required specimen type. Accurately and completely explain specimen purpose and procedures for test to each patient before drawing specimen. Determine the appropriate time to collect specimens, potential interference or conflict with additional appointments, and draw the proper specimen. Instruct patients on the proper collection of clean catch urine, fasting, and pregnancy tests prior to collection time. Conduct the proper screening to ensure patients meet the required condition for accurate specimen testing. Transport specimens or fluid samples from collection sites to laboratories maintaining chain of custody ensuring accuracy of patient sample and screening results.

Performs work as a laboratory processor by accurately cataloging specimens for use by other health care workers, including laboratory technicians, nurses, and physicians in accordance with federal and regulatory hospital reference materials and instructions. Process specimen samples for further analysis by other medical professionals. Prepare samples for shipment by centrifuging sample and separating serum. Explain fluid collection procedures to patients and doctors.

Utilizing superb interpersonal communication, professional skills, a patient care focus, and customer service approach, greet and receive scheduled, walk in and telephonic customers or patients for appointments or requests for information as the central point of contact for the laboratory reception desk. Obtain patent information in order to determine the need, eligibility for care and the priority of their test. Document in an automated system appointments, required services, patients’ requests for information, and precisely receive and relay, in writing using professional and correct grammar, detailed messages to the appropriate department or clinical specialty. Receive and respond to routine email communications using the clinic’s email system. Distribute copies of completed laboratory tests in accordance with clinic’s policies and regulations to the appropriate parties. Correspond with doctors, medical staff, hospital administration and patients orally, to include but not limited to, patient laboratory appointments, results and procedures. Collect personal and insurance-related information from patients maintaining strict confidentiality of all patients’ medical records and personal identifiable information. Screen patient’s appointments, verify patient medical records and medical request forms are filled out correctly and completely prior to appointment. Ensure patient records are properly assembled and correctly file patient records in a computer data base or manually according to clinic regulations, standards, and procedures. Monitor, update and communicate delays to patient appointments and reschedule patients for re-testing or appointments with other departments, clinics and laboratories for continued procedures and care. Coordinate and schedule patient specimen draws using the laboratory automated scheduling system derived from a daily task sheet to include communicating specimen draws to other departments, clinics, specialties, or appropriate parties. Trained to respond to emergency calls or situations by providing immediate medical aid, notifying the appropriate medical section, and communicating effectively with emergency medical personnel.

Understand and obey all clinic policies, procedures, locations and able to clearly communicate them to patients, family members and fellow staff. Complete daily inventory of required laboratory supplies and equipment. Ensure supplies are maintained in accordance with laboratory stocking guidelines, and determine what supplies require requisition and acquisition. Complete daily reports identifying discrepancies in inventories and reconcile discrepancies to ensure exact accountability of laboratory equipment. Ensure inventory and stock records reconcile at the beginning and end of each shift. Inspect laboratory supplies expiration dates to verify the dates have not exceeded their usage date. Organize, inventory, and clean specimen-drawing trays ensuring that all instruments are accounted for, sterile and all needles, syringes, cups, or related items are of first-time use ensuring the phlebotomy site is prepared for proper specimen collection. Properly dispose of contaminated instruments and dispose of blood or other biohazard fluids in accordance with applicable laws, standards, or policies.

02/2020-04/2022

24-38 Hours per Week / $16.83

Fort Leonard Wood Commissary

689 Nebraska Ave

Fort Leonard Wood, MO 65473

Computer Assisted Order (CAO), GS-5

Duties, Accomplishments and Related Skills

Maintains the Computer Assisted Ordering (CAO) system with current, accurate data to ensure optimal order quantities are calculated necessary to sustain customer demands. Uses radio-frequency hand-held terminals to gather data necessary to update and adjust inventory. Records and updates Balance on Hand (BOH) data; maintains perpetual inventory and audits credits. Performs daily inventory audit of items not-in- stock and overwrite items. Evaluates stock levels of all CAO categories daily by physically reviewing the storage and display shelf locations, shippers and warehouse. Interfaces with all levels of management and deals directly with commercial distributor/vendor stocking representatives on issues affecting CAO. 12/2019 – 02/2020

38 Hours per Week / $12.78 per Hour

Fort Leonard Wood Commissary

689 Nebraska Ave

Fort Leonard Wood, MO 65473

Sales Store Checker, GS-3

Duties, Accomplishments and Related Skills

Operate an electronic checkout system, to include hand-held terminal, makes change, and verifies change fund and amount of currency received during an assigned shift. Manage change machines ensuring proper amounts of cash and coins are available. Assist customers by answering questions concerning prices, identification, and location of items. Count cash and negotiable instruments to prepare an accountability report. Manage the self-check-out registers assisting customers in the correct processing of their purchases. Change register tape, and clear routine equipment and scanning jams on registers.

02/2017 - 08/2017

40 Hours Per Week / $10.00 per Hour

Phelps County Regional Medical Center

1000 W. 10th Street

Rolla, Missouri 65401

Phlebotomist / Laboratory Receptionist / Specimen Processor Performs phlebotomy through, venipuncture, syringe, and/or butterfly, in a laboratory, emergency room, and clinic as a laboratory technician properly identifying and labeling specimens within appropriate demographics. Label, collect, and analyze blood, urine, and other specimens ensuring sufficient quantity is obtained of required specimen type. Accurately and completely explain specimen purpose and procedures for test to each patient before drawing specimen. Determine the appropriate time to collect specimens, potential interference or conflict with additional appointments, and draw the proper specimen. Instruct patients on the proper collection of clean catch urine, fasting, and pregnancy tests prior to collection time. Conduct the proper screening to ensure patients meet the required condition for accurate specimen testing. Transport specimens or fluid samples from collection sites to laboratories maintaining chain of custody ensuring accuracy of patient sample and screening results. Trained to perform specimen draws in a bio-contaminated environment employing proper personal protective equipment and procedures.

Performs work as a laboratory processor by accurately cataloging specimens for use by other health care workers, including laboratory technicians, nurses, and physicians in accordance with federal and regulatory hospital reference materials and instructions. Analyze specimens or samples using microscopes, automatic analyzers, or other instruments. Process specimen samples for further analysis by other medical professionals. Prepare samples for shipment by centrifuging sample and separating serum. Document route of specimens from collection to laboratory analysis and diagnosis. Explain fluid or tissue collection procedures to patients and doctors. Utilizing superb interpersonal communication, professional skills, a patient care focus, and customer service approach, greet and receive scheduled, walk in and telephonic customers or patients for appointments or requests for information as the central point of contact for the laboratory reception desk. Obtain patent information in order to determine the need, eligibility for care and the priority of their test. Document in an automated system appointments, required services, patients’ requests for information, and precisely receive and relay, in writing using professional and correct grammar, detailed messages to the appropriate department or clinical specialty. Receive and respond to routine email communications using the hospital’s office email system. Distribute copies of completed laboratory tests in accordance with hospital policies and regulations to the appropriate parties. Correspond with doctors, medical staff, hospital administration and patients orally, to include but not limited to, patient laboratory appointments, results and procedures. Collect personal and insurance-related information from patients maintaining strict confidentiality of all patients’ medical records and personal identifiable information. Screen patient’s appointments, verify patient medical records and medical request forms are filled out correctly and completely prior to appointment. Ensure patient records are properly assembled and correctly file patient records in a computer data base or manually according to hospital regulations, standards, and procedures. Monitor, update and communicate delays to patient appointments and reschedule patients for re-testing or appointments with other departments, clinics and laboratories for continued procedures and care. Coordinate and schedule patient specimen draws using the laboratory automated scheduling system derived from a daily task sheet to include communicating specimen draws to other departments, clinics, specialties, or appropriate parties. Trained to respond to emergency calls or situations by providing immediate medical aid, notifying the appropriate medical section, and communicating effectively with emergency medical personnel.

Understand and obey all hospital policies, procedures, locations and able to clearly communicate them to patients, family members and fellow staff. Complete daily inventory of required laboratory supplies and equipment. Ensure supplies are maintained in accordance with laboratory stocking guidelines, and determine what supplies require requisition and acquisition. Complete daily reports identifying discrepancies in inventories and reconcile discrepancies to ensure exact accountability of laboratory equipment. Ensure inventory and stock records reconcile at the beginning and end of each shift. Inspect laboratory supplies expiration dates to verify the dates have not exceeded their usage date. Organize, inventory, and clean specimen-drawing trays ensuring that all instruments are accounted for, sterile and all needles, syringes, cups, or related items are of first-time use ensuring the phlebotomy site is prepared for proper specimen collection. Properly dispose of contaminated instruments and dispose of blood or other biohazard fluids or tissue in accordance with applicable laws, standards, or policies.

- Two time recipient of the Guardian Angel Award.

- Due to technical proficiency, often sought out to assist other Laboratory Technicians during difficult blood draws.

- Demonstrated efficiency resulted in completion of assigned draws ahead of schedule and the ability to assist other personnel within the lab (ie. Processor and other Phlebotomists’ scheduled blood draws).

- Performed blood draws in the Emergency Room for patients suspected of carrying infectious diseases wearing the required personal protective equipment.

- Cardiopulmonary Resuscitation (CPR) Certified.

- Certified Phlebotomist.

Supervisor: Stephanie Jackson, 573-***-****

11/2004 - 11/2005

40 Hours Per Week / $10.00 per Hour

St Ritas Hospital

730 W Market St

Lima, Ohio 45801

Phlebotomist / Laboratory Receptionist / Specimen Processor Performs phlebotomy through, venipuncture, syringe, and/or butterfly, in a laboratory, emergency room, and clinic as a laboratory technician properly identifying and labeling specimens within appropriate demographics. Label, collect, and analyze blood, urine, and other specimens ensuring sufficient quantity is obtained of required specimen type. Accurately and completely explain specimen purpose and procedures for test to each patient before drawing specimen. Determine the appropriate time to collect specimens, potential interference or conflict with additional appointments, and draw the proper specimen. Instruct patients on the proper collection of clean catch urine, fasting, and pregnancy tests prior to collection time. Conduct the proper screening to ensure patients meet the required condition for accurate specimen testing. Transport specimens or fluid samples from collection sites to laboratories maintaining chain of custody ensuring accuracy of patient sample and screening results. Trained to perform specimen draws in a bio-contaminated environment employing proper personal protective equipment and procedures.

Performs work as a laboratory processor by accurately cataloging specimens for use by other health care workers, including laboratory technicians, nurses, and physicians in accordance with federal and regulatory hospital reference materials and instructions. Analyze specimens or samples using microscopes, automatic analyzers, or other instruments. Process specimen samples for further analysis by other medical professionals. Prepare samples for shipment by centrifuging sample and separating serum. Document route of specimens from collection to laboratory analysis and diagnosis. Explain fluid or tissue collection procedures to patients and doctors. Utilizing superb interpersonal communication, professional skills, a patient care focus, and customer service approach, greet and receive scheduled, walk in and telephonic customers or patients for appointments or requests for information as the central point of contact for the laboratory reception desk. Obtain patent information in order to determine the need, eligibility for care and the priority of their test. Document in an automated system appointments, required services, patients’ requests for information, and precisely receive and relay, in writing using professional and correct grammar, detailed messages to the appropriate department or clinical specialty. Receive and respond to routine email communications using the hospital’s office email system. Distribute copies of completed laboratory tests in accordance with hospital policies and regulations to the appropriate parties. Correspond with doctors, medical staff, hospital administration and patients orally, to include but not limited to, patient laboratory appointments, results and procedures. Collect personal and insurance-related information from patients maintaining strict confidentiality of all patients’ medical records and personal identifiable information. Screen patient’s appointments, verify patient medical records and medical request forms are filled out correctly and completely prior to appointment. Ensure patient records are properly assembled and correctly file patient records in a computer data base or manually according to hospital regulations, standards, and procedures. Monitor, update and communicate delays to patient appointments and reschedule patients for re-testing or appointments with other departments, clinics and laboratories for continued procedures and care. Coordinate and schedule patient specimen draws using the laboratory automated scheduling system derived from a daily task sheet to include communicating specimen draws to other departments, clinics, specialties, or appropriate parties. Trained to respond to emergency calls or situations by providing immediate medical aid, notifying the appropriate medical section, and communicating effectively with emergency medical personnel.

Understand and obey all hospital policies, procedures, locations and able to clearly communicate them to patients, family members and fellow staff. Complete daily inventory of required laboratory supplies and equipment. Ensure supplies are maintained in accordance with laboratory stocking guidelines, and determine what supplies require requisition and acquisition. Complete daily reports identifying discrepancies in inventories and reconcile discrepancies to ensure exact accountability of laboratory equipment. Ensure inventory and stock records reconcile at the beginning and end of each shift. Inspect laboratory supplies expiration dates to verify the dates have not exceeded their usage date. Organize, inventory, and clean specimen-drawing trays ensuring that all instruments are accounted for, sterile and all needles, syringes, cups, or related items are of first-time use ensuring the phlebotomy site is prepared for proper specimen collection. Properly dispose of contaminated instruments and dispose of blood or other biohazard fluids or tissue in accordance with applicable laws, standards, or policies.

- Recognized for the ability to work without supervision ahead of peers.

- Cardiopulmonary Resuscitation (CPR) Certified.

- Certified Phlebotomist.

Supervisor: Ruth Herndon, 419-***-****

08/2017- 2/2018

Pathways / Federal Emergency Management Agency (FEMA) (Contract Employee) 30 Hours Per Week / $20.00 per Hour

1450 E 10th Street

Rolla, MO 65401

Crisis Counselor

Assist individuals and communities in recovering from the effects of natural and human- caused disasters through the provision of community-based outreach and psycho- educational services. Supports short-term interventions that involve the counseling goals of assisting disaster survivors in understanding their current situation and reactions, mitigating stress, assisting survivors in reviewing their disaster recovery options, promoting the use or development of coping strategies, providing emotional support, and encouraging linkages with other individuals and agencies who may help survivors in their recovery process (recover to their pre-disaster level of functioning). Liaison with the local community to educate and distribute literature in regards to services and assistance available effected by a natural disaster. Supervisor: Todd Martensen, 573-***-****

05/2018-01/2019

25 Hours Per Week / $10.50 per Hour

Maurices

215 St Robert Blvd

St Robert, MO 65584

Assistant Store Manager

Greeted customers as the initial point of contact upon entering or calling the department store. Identify current and future customer requirements by establishing rapport with potential and actual customers and other persons in a position to understand the service requirements. Ensure standards for quality, customer service and health and safety are met. Respond to customer complaints and comments. Market merchandise by studying advertising, sales promotion and display plans. Secure merchandise by implementing security systems and measures. Determine marketing strategy changes by reviewing operating and financial statements and departmental sales records. Develop a schedule of holiday activities and promotions throughout the year strategically designed to bring in more revenue. Provide training to improve the knowledge base of the staff and utilize cross-training methods to maintain productivity when employees are absent. Organize special promotions, displays and events.

Deal with staffing issues such as interviewing potential staff, conducting appraisals, conducting payroll duties, and performance reviews, as well as providing or organizing training and development. Update colleagues on business performance, new initiatives and other pertinent issues. Tour the sales floor regularly, talking to colleagues and customers to identify or resolve urgent issues. Maintain awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing.

Work with vendors and manufacturers to bring in effective marketing displays for the sales floor and store windows. Prepared merchandise for display, or for purchase or rental. Recommend and provide advice on a wide variety of products and services and discussed the type and of merchandise sought. Analyze sales figures and forecast future sales. Analyze and interpret trends to facilitate planning. Ensure availability of merchandise and services by maintaining inventories. Manage all controllable costs to keep operations profitable. Manage stock levels and make key decisions about stock control. Received, accounted for and inventoried stock items and prepared reports on inventory data manually or using computer. Packed and unpacked items to be stocked on shelves in stockrooms, warehouses, or storage yards; verified inventory computations by comparing them to physical counts of stock, and investigate discrepancies or adjust errors. Stored items in an orderly and accessible manner in storeroom and maintained supplies in compliance with safety regulations. Determined proper storage methods, identification, and stock location based on turnover, environmental factors, and physical capabilities of facilities. Kept records on the use and/or damage of stock or stock handling equipment; examined and inspected stock items for wear or defects, reporting any damage to vendors. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Maintain operations by initiating, coordinating and enforcing program, operational and personnel policies and procedures. Contribute to team effort by accomplishing related results as needed.

Protect employees and customers by providing a safe and clean store environment. Identify and inspect store for maintenance requirements and report/coordinate maintenance requests. Ensure the store maintains a clean and neat and orderly appearance. Identify store layouts in accordance with space utilization and advertising goals. Receive, inspect, and inventory received merchandise and ensure merchandise condition and report damages and shortages to deliverer. Supervisor: Lacey Rollins, 573-***-****

Education:

Apollo Career Center Cridersville, OH

Technical or Occupational Certificate 11/2004

Major: Phlebotomist Certification

Waynesfield-Goshen High School Waynesfield, OH

High School or equivalent 05/1993

Major: Diploma

Additional Information:

Typing - 40 Words Per Minute (WPM)

Computer Literate - Excellent knowledge of Windows, Microsoft Word, Outlook, Excel, Powerpoint, Social Media, E-mail and Internet.

Expert knowledge of office equipment and machines such as printers, photo-copiers, fax machines, scanners, shredders, multi-line phone systems, appointment scheduling applications, and hospital patient programs.

Contact this candidate