Customer Service Medical

MIRA EDLUND

*** *. ******* *** 224-***-****

Waukegan, IL 60085 ****.******@*****.***

PROFILE

Energetic, results oriented Registered Medical Technologist with operational skills in laboratory procedures, as well as in other healthcare settings. Proven skills in technical product instruction and support. Strong customer service background with demonstrated competence in assessing needs, problem solving and resolution. Functional areas of expertise include:

Technical Knowledge of medical technology applications and terminology,

including instrument testing, evaluating and troubleshooting

Training Conducting educational seminars. Product presentations and demonstrations.

Public Relations Extensive customer service interactions .

Multilingual, cross-cultural communication skills.

Administration/

Management Resource allocating with knowledge of healthcare market and services.

Teamwork, planning, scheduling, organizing and problem-solving

Leadership Interviewing/hiring, mentoring staff, individual and group counseling.

Proven success in conflict resolution

PROFESSIONAL EXPERIENCE

Abbott Diagnostic Division, Abbott Park, IL May 2001-January 2011

Customer Technical Advocate (CTA)

Provide technical support to ADD customers and field personnel for the CELL-DYN 1000 and 3000 series hematology instruments. Analyze customer problems, diagnose probable causes and recommend troubleshooting procedures leading to resolution of issues. Additionally accomplished following:

• Documentation of complaints to insure compliance with Operating Procedures and FDA regulations

• Established and maintained active communication with vendors, sales and marketing

• Involved in redlining CELL-DYN 1800 Operators Manual

• Recipient of Gold Club Award for Performance Excellence

Advocate Health Care, Oakbrook, IL 1993-2001

Coordinator, Physician Office Laboratories Advocate Medical Group, Park Ridge, IL (2000-2001)

Liaison between corporate headquarters, physicians, support staff and vendors. Responsible for communicating and disseminating laboratory information to twenty-seven physicians at practice sites. Supervised laboratory staff of four technologists, ten phlebotomists and two receptionists. Assessed staffing needs and scheduled personnel.

Selected accomplishments include:

• Determined current CLIA certification status for office laboratories, assuring uninterrupted compliance with governmental agency guidelines for fee reimbursement.

• Reviewed laboratory policy and procedure manuals to maintain a constantly updated status. Collaborated on revisions and communicated them appropriately.

• Initiated hiring only technicians with cross-training and multitasking capabilities to alleviate patient processing bottlenecks which resulted in a smoother workflow.

Coordinator, Yacktman and AMG Laboratories Lutheran General Hospital, Park Ridge, IL (1999-2000)

Reported to two laboratory division managers and participated in a joint venture program between two corporations. Successfully balanced administrative responsibilities in a leadership capacity with that of operational demands for four laboratories. Supervised seven technologists, fifteen phlebotomists and two receptionists.

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Coordinator, Yacktman and AMG Laboratories continued:

Selected accomplishments include:

• Reviewed and assembled all documentation necessary for CAP and JCAHO inspections resulting in continued accreditation.

• Redesigned schedule layout providing clearer method of identifying staff hours and responsibilities

• Developed and implemented forms, streamlining and standardizing laboratory testing processed.

• Compiled and analyzed data, which led to the restructuring of staff in the children’s laboratory.

Coordinator, Yacktman Children’s Laboratory Lutheran General Hospital, Park Ridge, IL (1998-1999)

Represented Lutheran General Laboratory in division strictly dedicated to needs of children. Led team of two technologists and three phlebotomists in servicing patients, parents and the healthcare system.

Selected accomplishments include:

• Alleviated parental and patient anxieties by utilizing strong technical, interpersonal and multicultural skills

• Monitored specimens by establishing tracking mechanism to catalogue and document accountability

• Encouraged and scheduled staff participation in corporate continuing education courses.

• Assisted with implementation of new Allegra computer program. Consolidated, assembled, organized frequently requested test names and codes into groups that decreased time required for order entries.

Medical Technologist Lutheran General Medical Group, Park Ridge, IL (1999-2000)

Analyzed body fluids. Interpreted, evaluated and reported results in relation to established clinical parameters. Rotated through various specialty laboratories. Selected accomplishments include:

• Researched information, attended demonstrations and advised on microscope purchase for Cancer Care Center Laboratory.

• Received “Spirit Awards” for exceptional customer service.

• Organized and conducted staff meetings, phlebotomy seminars and morale-boosting activities.

ADDITIONAL EXPERIENCE

Medical Technologist Northwest Community Hospital, Arlington Heights, IL

Account Manager Beckman Instruments, Louisville, KY

Administrative Assistant O’Hare International Airport, Chicago, IL

Medical Technologist Metpath (Quest) Laboratories, Des, Plaines, IL

Medical Technologist MSN Temporary Staffing Resource Company, North Aurora, IL

EDUCATION

University of Michigan, Ann Arbor, MI

B.S., Medical Technology

Recipient MHEAA Scholarship Barat College, Lake Forest, IL

Post Graduate Studies (Psychology and Spanish)

Chicago 2016 - Volunteer

Harper College, Palatine, IL

Career Development, Sales Training and Negotiations College of Lake County, Vernon Hills, IL

Time Management Seminar

PROFESSIONAL AFFILIATIONS

American Society of Clinical Pathologists Board Certified MT (ASCP

COMPUTER SKILLS

Windows, Microsoft, Office, Lotus Notes, Navigator, (WWCMS)World Wide Call Management System, Abbott Enterprise System (AES),Customer Interaction Client (CIC), Internet/Intranet

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