Customer Service Quality Control
Resume:
Tien Lai
Pflugerville, TX *****
****.*.***@*****.***
______________________________________________________________________________
OBJECTIVE Attain a position with opportunities to make a strong contribution to organizational goals and enrich my experience.
EDUCATION Bachelor of Science in Biology
George Mason University, 2009
Certificate in Medical Office Management
Medical Society of Virginia, 2012
Active Member
American Association of Orthopaedic Executives (AAOE)
EXPERIENCE Advanced Orthopaedics & Sports Medicine Institute
(Practice Manager)
3930 Pender Drive, Suite 201, Fairfax, VA 22030
Jul. 2011 – Present
• Interview, hire and train a productive medical office team and conduct performance review
• Develop, implement, and maintain office policies/procedures
• Promote superior customer service
• Supervise patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing, and cash posting
• Maintain up-to-date accreditation and certification
• Perform payroll as well as payroll tax filing quarterly and other business tax forms
• Maintain account payable/receivable through QuickBooks
• Generate overall monthly/yearly financial reports
• Maintain a close relationship with all vendors, marketing representatives, and all other professionals.
Branch Banking and Trust
(Teller)
13360 Franklin Farm Rd, Herndon, VA 20171
Mar. 2002 – Nov. 2004
• Perform client account management through deposit, withdrawal, and any authorized account transactions.
• Perform specialized tasks such as preparing cashier's checks, personal money orders, issuing traveler's checks and exchanging foreign currency
• Receive and verify loan payments, mortgage payments and utility bill payments
• Record all transactions promptly, accurately and in compliance with bank procedures
• Attempt to resolve issues and problems with customer's accounts
initiate and open new accounts
• Explain/advise on and promote bank products/services to customers
Inova Fair Oaks Hospital
(Patient Service Specialist)
3600 Joseph Siewick Dr, Fairfax, VA 22030
Nov. 2004 – Jun. 2009
• Operate IDX (Internet Data Exchange) system for patient’s information
• Promote excellent customer/patient service
• Comply with HIPAA, OSHA, and other hospital policies/procedures
• Interact with employees and patients due to medical issues
• Provide assistance in training new employees
• Assist as a phlebotomist in Blood Bank and as a laboratory assistant in Pathology department
Seton Family of Hospitals
(Laboratory Assistant II)
11113 Research Blvd, Austin, TX 78757
Aug. 2010 – Jul. 2011
• Perform frozen sections and assist pathologist for other pathology lab work.
• Perform H&E and Diff Quick stains for pathologist’s slides
• Accession for any pathology specimen
• Manage office works such as order slides request, pathology reports, file important documents
• Practice/review quality assurance and quality control
• Comply with College of American Pathologists’ accreditation and OSHA regulations
Austin Regional Clinic
(Laboratory Assistant/Tech)
6835 Austin Center Blvd, Austin, TX 78731
Oct. 2009 – Jul. 2011
• Perform basic laboratory tests (flu/strep test)
• Assist in Microbiology lab
• Process lab specimen for Chemistry and Hematology labs
• Follow with other quality control procedure
• Comply with OSHA regulations
SKILLS
• Knowledge with a variety of Operating Systems (Windows 98/ME/2K/XP/7), Microsoft Office Suite (Word, Access, Excel, PowerPoint)
• Interpersonal skills and ability to interact and work with staff at all levels
• Proficient written and oral communication skills
• Work well independently and in a team environment
• Ability to pay attention to details and be organized
• Ability to handle multiple tasks in a fast paced environment
• Ability to carry out organizational missions; implement policies and procedure
• Willingness to take initiative and to follow through on projects
• Leadership skills
REFERENCE: Available upon request.
Contact this candidate