Alexandrina Silva
Lafayette,United States
Summary
Performance focused leader with over 15 years of supervisory and management experience. Proven ability to build positive and strong relationships with customers. Set performance standards and service goals for the department to run at its full potential. Expertise in overseeing day-to-day operations, managing staff, and leading continuous operational improvements. Dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional.
Overview
24
24
years of professional experience
Work History
Collector/Phlebotomist
Mako Medical Laboratory
06.2023 - Current
- Obtain blood samples for medical testing and transfusion through venipuncture or capillary puncture
- Follow infection-control and safety procedures in carrying out daily phlebotomy functions
- Prepare blood-collecting equipment, draw blood, and safely store and transport samples
- Build trust and minimize patient discomfort during phlebotomy procedures while efficiently collecting blood specimens
- Work collaboratively with patients, healthcare providers and patient support departments to ensure a high quality of service
- Correctly administer drug collection cups including proper completion of the required documentation
- Demonstrate understanding in the correct documentation distribution following testing.
Client Service Manager
CLARITY LABORATORIES, INC.
06.2022 - 06.2023
- Act a liaison between Clarity Labs, external client services, the customer base and patients
- Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
- Speak with customers in a courteous, friendly, and professional manner using protocol procedures
- Inquire, clarify, and confirm customer requirements and understanding of the solution
- Provide additional customer education and information as needed
- Work within our Laboratory information system to help resolve daily samples rejections and problem samples
- Notify clients of test results in a timely and accurate manner when needed
- Review test forms for accuracy and report any discrepancies
- Participate in activities designed to improve customer satisfaction and business performance
- Complete All administrative tasks thoroughly and promptly for example helping with missing information and billing edits
- Perform administrative support for medical record management and internal records to assure HIPAA compliance
- Act in accordance with all compliance with company policies and state and federal government regulations.
COVID Swabber-Contractor
Accureference Medical Lab
12.2020 - 05.2022
- Oversee COVID-19 testing site
- Screening and swabbing
- Verifying patient information and insurance
- Collecting, labeling, and processing specimens
- Demonstrate customer service and compassion when interacting with patients and staff
- Communicate with, understand, and react effectively to a diverse patient population base
- Comfortable screening patients
- May perform blood draws on patients for IGG antibodies.
Client Services Manager
P4 Clinical also known as Manhattan laboratory
06.2007 - 11.2020
- Responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible
- Interview and hire staff, and oversee staff training
- Partners with the management team to align customer service department policies with the company's objectives
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Solved unresolved customer issues
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Scheduled staff shifts to ensure adequate coverage at all times/including on-call schedule
- Trained staff on operating procedures and company services
- Effective liaison between customers and internal departments
- Developed highly empathetic client relations and earned a reputation for exceeding service standard goals
- Purchasing Administrator- review, prepare and process purchase requisitions for supplies and equipment
- Warehouse Operations Management – Inventory management and oversee client supply distribution.
Client Service Representative/Phlebotomy
Clinical Laboratory Management
01.2000 - 01.2006
- Proficiently updated patient records, filing reports, medical billing, and answering phones
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
- Check to ensure that appropriate changes were made to resolve customers' problems
- Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments
- Refer unresolved customer grievances to designated departments for further investigation
- Obtain blood samples for medical testing and transfusion through venipuncture or capillary puncture
- Follow infection-control and safety procedures in carrying out daily phlebotomy functions
- Prepare blood-collecting equipment, draw blood, and safely store and transport samples
- Build trust and minimize patient discomfort during phlebotomy procedures while efficiently collecting blood specimens
- Work collaboratively with patients, healthcare providers and patient support departments to ensure a high quality of service.
Education
Masters of Science - Health Administration
University of Phoenix
01.2008
Psychology -
Kean University
01.2005
Associate of Arts - Psychology
Union County College
01.2004
Registered Phlebotomy Technician (RPT) -
01.2002
Skills
- Exceptional interpersonal communication
- Process improvement specialist
- Skilled trainer
- Customer-focused
- Effective problem solver
- Operations management
- Effective workflow management
- Customer retention
- Adherence to high customer service standards
- Payroll - Administrator - ADP
- Purchasing - Great Plains operating system
- Warehouse management
- Account Set ups
- Inventory control
- Venipuncture & Capillary Puncture
- Drug Screen Collector
- Blood Collection & Handling Safety
- Medical Records Review
- Blood Specimen Storage
- Patient & Donor Care
- Quality Assurance & Controls
- Safety Procedures
Languages
Spanish
Professional Working
Timeline
Collector/Phlebotomist
Mako Medical Laboratory
06.2023 - Current
Client Service Manager
CLARITY LABORATORIES, INC.
06.2022 - 06.2023
COVID Swabber-Contractor
Accureference Medical Lab
12.2020 - 05.2022
Client Services Manager
P4 Clinical also known as Manhattan laboratory
06.2007 - 11.2020
Client Service Representative/Phlebotomy
Clinical Laboratory Management
01.2000 - 01.2006
Masters of Science - Health Administration
University of Phoenix
Psychology -
Kean University
Associate of Arts - Psychology
Union County College
Registered Phlebotomy Technician (RPT) -
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