Detail-oriented medical laboratory professional skilled at performing numerous laboratory and laboratory office functions, including but not limited to processing and handling of many varieties of medical
specimens from a wide range of clinical sources. Excellent communication and problem solving skills, with outstanding customer service, computer, time management, organizational and multi-tasking skills, as well as having the ability to work individually, as a team member or as a team leader. I have had vast
experience over the 27 years that I was a part of large local laboratory, with most of my yeas of experience working within the laboratory Client Service Department sharing all the departmental responsibilities with our Client Service Team.
Customer service expert
Excellent critical thinking
Strong organizational skills
Excellent lab practices
Seasoned in conflict resolution
Good verbal/written communication skills
Complex problem solver
Strong problem solving ability
Focused on customer satisfaction
Wheaton Franciscan Laboratory St. FrancisMilwaukee, WILaboratory Client Services Representative04/1998 to 08/2016
Client Service Representatives work as a team in support of external clients such as medical offices, clinics, nursing homes and patients, as well as internal clients including other laboratory departments, all WF satellite lab sites, Patient Services Centers in addition to the hospital units throughout all WF markets. General inquiries from patients, staff, and clients via telephone, mail, e-mail and fax were promptly responded to. Properly directed inbound calls while always attempting to improve call flow and answer times. Resolving more complex problems takes in depth investigations, knowledge of lab practices, procedures and strong communication and problem solving skills. I developed many strong client relationships and earned a reputation for exceeding callers expectation due to my thorough and timely resolution to their questions, concerns or problems. We were kept abreast of rapidly evolving technology as well as new testing that became available in house and at our routinely used reference labs. Often performing research to accommodate unusual testing requests by physicians, forwarding all pertinent information to the physician.
Very accomplished using McKessen our lab computer system for patient look up, physician look up, report printing, performing billing credits, problem and other necessary documentation. Good working knowledge of Epic and able to quickly adapt to use of other computer systems as required.
Wheaton Franciscan Central LaboratoryWauwatosa, WISpecimen Processer and Home Draw Phlebotomist04/1997 to 04/1998
Performed order entry on and processed over 1000 specimens daily for analysis as they were brought into the processing department via the courier staff from the WF Hospitals and physicians offices through out the surrounding area. At the end of the night I would go through any problem specimens or requisitions to resolve what I could. Within the processing department I also had scheduled days that I would be performing timed or stat phlebotomy on Home Health and Nursing Home patients. I also had a rotation on the processing departments "on-call" schedule for 2nd and 3rd shift Stat phlebotomy requests.
Wheaton Franciscan Laboratory ElmbrookBrookfield, WIPhlebotomist09/1990 to 04/1997
Highly experienced at performing phlebotomy on patients from infants to the elderly. Performed phlebotomy on all inpatients units, outpatients, ER, ICU, surgical patients, as well as assisting in the radiology department when needed for blood patch procedures. Conducted on-the-job training of newly hired phlebotomists for all of the WF Laboratory hospital laboratories.
Enjoyed constant learning to improve myself and increase my ability to work in the laboratory including in the office greeting patients, entering their orders into the laboratory computer system and maintaining the front desk and reception area in a neat and organized fashion. Physicians or Unit secretary's would be called for order clarification and to report stat and critical results. Patient reports were printed and prepared to be sent to inpatient units, HIM, placed into the on staff physician's mail slots and mailed to any other physician offices. Prepared the schedule for the 1st and 2nd shift phlebotomists and the lab office staff. With the Laboratory Supervisors permission, I taught
myself to update as well as eventually writing of the new policies &
procedures and entering them into the proper manuals.
Chem Bio CorporationOak Creek, WIPhlebotomist and EKG Technician05/1987 to 08/1990
I performed phlebotomy on patients in their homes or in continuing care facilities and delivered specimens to free standing laboratory for testing, and often communicated results back to the patients MD or Nurses at the facility. I also conducted high-quality EKG's for physicians on home bound patients or those in continuing care facilities.