Client Services Analyst Resume Example Mid America Clinical Laboratories Greenwood Pavilion

CLIENT SERVICES ANALYST

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.

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

Work History

Client Services Analyst, 09/2013 to Current
Mid America Clinical Laboratories Greenwood Pavilion – Greenwood, IN

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.

Phlebotomy Supervisor, 01/2011 to 09/2013
Indiana Internal Medicine Lab – Greenwood, Indiana

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.

Phlebotomist Technician, 02/2009 to 01/2011
PCL Alverno – Indianapolis, IN

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.

Patient Registrar, 11/2008 to 04/2010
Johnson Memorial Hospital – Franklin, IN

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.

Phlebotomy Technician, 05/2006 to 10/2008
Mercy Health Saint Mary's Campus – Grand Rapids, MI

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

Education

Associate of Science: Nursing, Ivy Tech Community College Indianapolis - Indianapolis, IN

Resume Overview

Create a job alert for [job role title] at [location].

About About

Help & Support Help & Support

Languages Languages

Customer Service Customer Service

Client Services Analyst Resume Example

Resume Score: 90%