Customer Service Phlebotomy Technician

HENA PATEL

*** (***) - **** ǀ *************@*****.***

PROFESSIONAL SUMMARY

Highly skilled Customer Service Representative with specialized experience in phlebotomy, combining strong interpersonal skills with technical expertise in blood collection. With a background in both customer service and phlebotomy, I excel at providing compassionate care, addressing patient concerns, and ensuring a positive experience throughout the blood draw process. Proficient in handling patient inquiries, scheduling appointments, and managing documentation while adhering to strict confidentiality and healthcare regulations. Known for my ability to communicate effectively with patients, explain procedures, and provide reassurance, contributing to a calm and efficient environment. Dedicated to maintaining high standards of patient care, safety, and satisfaction, with a commitment to continuous professional development. KEY SKILLS

● Communication skills

● Active Listening

● Problem - solving

● Empathy

● Time Management

● Product Knowledge

● Technical Proficiency

● Conflict Resolution

● Attention to Detail

● Adaptability

● Team Collaboration

● Customer Focus

● Data Entry

● Documentation

Experience

Accu-reference Medical Lab

Registered Phlebotomy Technician, May ‘23 - present

● Welcomed and registered patients, ensuring they felt at ease before, during, and after the procedure.

● Provided a calming presence for patients, especially those who were children, elderly, or had special needs.

● Handled patient inquiries related to their procedures, test results, and follow-up instructions with professionalism and clarity.

● Addressed any concerns or issues raised by patients, whether related to their experience or the process, and worked quickly to resolve them to the patient’s satisfaction.

● Strong knowledge of medical terminology for accurate interpretation.

● Actively sought feedback from patients regarding their experience to continuously improve service quality and patient satisfaction.

● Meticulous attention to detail during the collection process. LabCorp

Sales Associate, December ‘22 - May ‘23

● Develop and maintain strong relationships with existing clients, including physicians, clinics, hospitals, and other healthcare providers.

● Educate clients on LabCorp’s range of diagnostic testing services, including lab tests, screenings, and other medical diagnostics.

● Demonstrate the benefits of LabCorp’s services in terms of accuracy, efficiency, and value to patient care.

● Provide detailed information about new products, services, or updates to existing offerings.

● Use sales analytics and market research to develop targeted approaches for different customer segments.

● Serve as the primary point of contact for clients, addressing inquiries, concerns, and issues related to LabCorp services.

● Collaborate with internal teams, such as customer service and technical support, to resolve any issues clients may encounter.

● Maintain detailed records of sales activities, client interactions, and account status using CRM tools.

● Participate in conferences, trade shows, and other events to promote LabCorp’s services and network with potential clients.

Accurate Diagnostic Lab

Customer Service Representative, December ‘20- December ‘22

● Managed high volumes of customer inquiries, providing support through phone, email, and live chat.

● My key responsibilities included resolving customer issues, processing orders, and handling returns and exchanges.

● Consistently maintained a high level of customer satisfaction by actively listening to concerns, identifying solutions, and following up to ensure complete resolution.

● Educated customers about product features, services, and policies, helping them make informed decisions, with a deep understanding of the company’s offerings and the ability to communicate complex information in clear, concise manner.

● Throughout my tenure, I developed strong problem-solving skills, enhanced my ability to manage challenging situations with patience, and consistently met or exceeded performance targets related to customer satisfaction, response times, and accuracy.

Education

Certified Phlebotomy Technician, Iselin, NJ August ‘20 - November ‘20 Coursework - Anatomy and Physiology, Infection control and safety, Venipuncture Techniques, Specimen Handling and processing, Equipment and supplies, Legal and Ethical considerations, HIPAA compliance Quality Control and Assurance, Emergency situations and complications.

Diploma in Medical Laboratory Technology, India, August ‘17 - July ‘18 Coursework – Hematology, Biochemistry, immunology, serology, Microbiology, Clinical Pathology, Blood Banking. Medical Laboratory Technology, India, August ‘17 - July ‘18 Coursework- Specimen Labeling procedure, infection control, serology, medical record management, immunology, centrifuge technique, Biohazard waste disposal management, Donor screening.

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