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Client Services Analyst resume example with 14+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Meticulous Client Services Analyst, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Healthcare,  Laboratory Services, Supervisory and Customer Service.

Skills
  • Solid clinical and patient focused people skills
  • Advanced problem solving and multitasking skills
  • Strong medical ethic
  • Knowledge of Medical Terminology
  • Demonstrates excellent phone communication
  • Medical Knowledge of Laboratory policies and procedures
  • Team liaison
  • Data management
  • Team leadership
  • Self-motivated
  • Strong verbal communication
  • Extremely organized
  • Client assessment and analysis
Education
Ivy Tech Community College Indianapolis Indianapolis, IN Expected in Associate of Science : Nursing - GPA :
Accomplishments
  • Successfully completed Six Sigma Process Improvement-Belt project, how to reduce the amount of recollects the laboratory receives on a daily basis.
  • Project Development
    Collaborated with Laboratory Manager in the development of a second Laboratory.
  • Directly supervised 6 laboratory staff.
  • Trained staff on new EMR system Sunquest, Hc1, Care 360, QLS and purecloud.
  • Earned  the 220 degree award for going above and beyond to provide excellent customer care.
  • Collaboration
    Collaborated with physicians to plan and implement patient care.
Work History
360Pi - Client Services Analyst
Saint Louis, MO, 09/2013 - Current
  • Problem solving of medical, technical, routine and customer issues.
  • The liaison between Sales Team and laboratory operations regarding client, physician and hospital incident and managed cared tracking and reporting.
  • Building an excellent rapport with assigned key accounts to insure they receive a high standard of quality services, including monitoring of key and at risk accounts.
  • Provide clients with accurate tube type and collection process of specimens.
  • Quickly responded to and resolved all customer service issues in a timely manner.
  • Quickly mastered QLS, QBS, Hc1, Care 360, Purecloud, and Sunquest systems.
  • Assisted in resolving and satisfying client requests.
  • Reviewed completed work for compliance with regulations.
  • Completed data entry tasks with accuracy and efficiency.
  • Drafted reports for upper management as directed.
  • Identified data entry errors and reported to necessary departments.
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service staff.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Effective liaison between customers and internal departments.
  • Maintained accurate records of past due customer account activity.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Managed work flow to exceed quality service goals.
Vitalant - Phlebotomy Supervisor
Santa Barbara, CA, 01/2011 - 09/2013
  • Document patient information obtained for registration.
  • Ensure phlebotomy staff complied with company policies.
  • Assisted with the design of second lab and phlebotomy area.
  • Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
  • Recruited, hired, trained and coached new employees.
  • Established and maintained systems that safely met residents' needs.
  • Reviewed customer survey information to prioritize areas of improvement.
  • Routinely collaborated with department managers to correct problems and improve services.
  • Supervised and managed the daily activities of a clinical team consisting of 6  phlebotomists.
  • Investigated, provided and submitted information to Quality Department about special incidents, events and complaints.
  • Assisted in resolving and satisfying client requests and internal operational issues.
  • Certified that equipment and supplies were properly maintained for quality patient care and safety.
  • Assigned employee areas, scheduled staff breaks and authorized overtime.
  • Identified process improvements in the day-to-day functioning of the department.
  • Closely collaborated with management team to make necessary improvements and satisfy resident needs.
  • Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
  • Organized daily work based on collection priority.
  • Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
  • Accurately labeled vacutainer tubes with patient name, date and time of collection.
  • Spoke with patient to gather information for lab records, reduce their fear or anxiety, and optimize their cooperation.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Prepared specimens for analysis and established proper chronological priorities in testing.
  • Managed specimen sample handling, receiving, storage and inventory.
  • Quickly mastered Orchard system.
Fusion Hcr - Phlebotomist Technician
Toledo, OH, 02/2009 - 01/2011
  • Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
  • Organized daily work based on collection priority.
  • Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
  • Accurately labeled vacutainer tubes with patient name, date and time of collection.
  • Spoke with patient to gather information for lab records, reduce their fear or anxiety, and optimize their cooperation.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Maintained a clean, healthy and safe environment.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
Beth Israel Lahey Health - Patient Registrar
Tewksbury, MA, 11/2008 - 04/2010
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Responded appropriately to the physical, emotional and developmental needs of patients.
  • Obtained information about clients’ medical history, drug history, complaints and allergies.
  • Maintained a clean, healthy and safe environment.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
Goodwill Of North Georgia - Phlebotomy Technician
Winder, GA, 05/2006 - 10/2008
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
  • Organized daily work based on collection priority.
  • Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
  • Accurately labeled vacutainer tubes with patient name, date and time of collection.
  • Spoke with patient to gather information for lab records, reduce their fear or anxiety, and optimize their cooperation.
  • Performed bedside tests like bleeding time tests and entered results into patient charts.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Prepared specimens for analysis and established proper chronological priorities in testing.
  • Managed specimen sample handling, receiving, storage and inventory.
Skills
billing, clinical experience, draw, client, clients, Data entry, Delivery, staff training, general office, HR, insurance, Medical Terminology, multitasking, nursing, people skills, Phlebotomy, phlebotomist, policies, pricing, problem solving, protocols, quality, rapport, receiving, reporting, Sales, scheduling, Supervision, phone, troubleshooting, type

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Resume Overview

School Attended

  • Ivy Tech Community College Indianapolis

Job Titles Held:

  • Client Services Analyst
  • Phlebotomy Supervisor
  • Phlebotomist Technician
  • Patient Registrar
  • Phlebotomy Technician

Degrees

  • Associate of Science

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