Summary
Overview
Work History
Education
Skills
Certification
References
Awards
Timeline
Generic

Amy N. Bird

Brooklyn,Mi

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

19
19
years of professional experience
1
1
Certification

Work History

CSR- ENT

Henry Ford Health System
12.2023 - Current
  • Very organized & take pride in decision making skills
  • Compassionate, and great people person
  • Great computer skills and scheduling
  • Answer phones, triage concerns, schedule patient, check in check out

Surgery Coordinator

ENT Henry Ford
12.2022 - Current
  • Schedule all ENT Surgeons Surgeries
  • Call and schedule all post op appointment.
  • Meet with patient in office to schedule surgery.
  • Cancel and Reschedule Surgeries
  • Fax surgical clearances to Primary and Specialty Providers
  • Knowledge of CPT codes and DX codes
  • Communication with Surgeons, PAT, anesthesia
  • Deals with all FMLA and Disability forms.
  • Very organized & take pride in decision making skills.
  • Compassionate, and great people person
  • Great computer skills and scheduling
  • Effectively works in a Team environment that promotes surgical goals.
  • Familiar with Solcom program in medical records

Clinical Patient Care Technician 6T/7T MICU and NEURO

Henry Ford Health System
12.2019 - 12.2023
  • Duties include basic care of patient's needs. Working side by side with nursing staff.
  • Assist with ADL’s hygiene, dressing, and ambulation. IV start up, placing catheters, and blood draws.
  • Hourly rounding, vitals, blood sugars, answering call lights. Preparing and transporting patients for discharge and admissions.
  • Safely walking Neuro patients in hallway. Feeding 1:1. Patient sitting.

Clinical Patient Care Technician Emergency Room & Clinical Observation

Henry Ford Health System
12.2019 - 12.2023
  • Duties include basic care of patient's needs.
  • Working side by side with nursing staff.
  • Assist with ADL’s hygiene, dressing, and ambulation. IV start up, placing catheters, and blood draw.
  • Hourly rounding, vitals, blood sugars, answering call lights. Preparing and transporting patients for discharge and admissions.

Lab Assistant II - Specimen Processor

Henry Ford Health System
09.2015 - 12.2019
  • Duties include FT Phlebotomist & Dispatch in Specimen Processing & Front Desk Outpatient.
  • Receive in all specimen's outpatient & inpatient. Centrifuge, aliquot, and distribute to processing departments.
  • Answer all phone calls and triage as needed.
  • Draw blood on inpatient setting.

Phlebotomist- Contingent

Saint Joseph Mercy Hospital
09.2018 - 09.2019
  • Duties included performing venipuncture in both inpatient and outpatient settings.
  • Ordering in LIS system, processing specimens for Warde and main lab.

Phlebotomist II – Department of Pathology Satellite

University of Michigan Health Systems
07.2008 - 09.2015
  • Staffed at the following sites: East Ann Arbor Health Center, Domino’s Farms Pre- Op Clinic, Canton Health Center, and Saline Health Center.
  • Duties include: Patient Care Services
  • Greet and Identify Patients Presenting themselves for Lab work.
  • Calling Doctors/Nurses for Clarification of Lab Orders
  • Team Lead of Saline Health Center Laboratory & Pre-Op Lab
  • Set up new Lab in Saline & Pre-Op
  • Responsible for all training of new employees at my Lab sites.
  • In charge of all daily operations at the Saline, Endo, Pre op labs
  • Order all supplies for all my clinics, did schedules, training, organization of clinics, and communicated with many doctors, management & nursing staff
  • Outpatient Phlebotomy on Newborn, Pediatric, Adult, and Geriatric Patient
  • Collecting and Transporting Blood Specimens
  • Specialized Training for Indwelling and Pediatric Patients
  • Ordering and Resulting Point of Care Tests and Results
  • Entering Future Requisitions in Pending Program
  • Resulting Point of Care CHD’s results from Cardiology Lab
  • Processing Specimens

Phlebotomist II- Department of Pathology Inpatient

University of Michigan Health Systems
01.2006 - 07.2008
  • Patient Care Services
  • Greet and Identify Patients Presenting themselves for Lab work.
  • Calling Doctors/Nurses for Clarification of Lab Orders
  • Inpatient Phlebotomy on Newborn, Pediatric, Adult, and Geriatric Patients
  • Worked Inpatient Floors, CVC, Mott Children’s, Trauma/Burn
  • Trained new staff in Mott Children's
  • Chief Tech in Charge
  • Collecting and Transporting Blood Specimens to Central Distribution
  • Specialized Training for Indwelling and Pediatric Patients

Education

Adrian School of Massage Therapy -

Adrian School of Massage Therapy
Adrian, MI
01.2022

Bachelor of Social Science -

Eastern Michigan University
Ypsilanti, MI
01.2005

Associate degree - Liberal Arts

Jackson Community College
Jackson, MI
01.1998

High School Diploma -

Tecumseh High School
Tecumseh, MI
01.1996

Skills

  • Patient scheduling
  • Medical terminology
  • CPT coding
  • Electronic health records
  • Call triage
  • Patient communication

Certification

Certified Phlebotomy Technician (CPT), 03/04/17, C3H3R3Q9

References

  • Shawna Green, Surgery Coordinator ENT, Henry Ford Health System, 517-474-2956, Jsgreen1023@gmail.com
  • Dr. Stephen Kirkner DO, Physician Ear, Nose, Throat, Henry Ford Health System, 4091 Vrooman Rd, Jackson, MI, 49201, 517-416-7078, Skirkne1@hfhs.org
  • John Whitehead RN, RN 6T MICU / Clinical Unit Leader, Henry Ford Health System, 517-499-2648, Johnwhiteheadrn@gmail.com
  • Karyn Mericle, Departmental Analyst State of Michigan, Financial Services Support MDHHS Bureau of Finance & Accounting, 517-392-5439, mericlek@michigan.gov
  • Ashley Dorr RN, RN 6T MICU, Henry Ford Health System, 517-917-2754, Ashm_d@yahoo.com

Awards

  • BLS Certification thru American Red Cross
  • Numerous Making a Difference Awards for outstanding Customer Service from Patients
  • Merit Pins received from Coworkers for going Above and Beyond
  • Department of Pathology Award for Leadership
  • Fraternal Order of Eagles Trustee and Secretary
  • Formed Committee for providing Christmas gifts to children of community of low income.
  • Committee Member for Cooking and Providing Thanksgiving Dinner to low-income families.
  • Organized a Fundraiser to Help a Paralyzed Victim of Community to get Medical Care
  • Volunteer at Saline Health Center rooming patients & taking vitals.
  • Trained and Super user of EPIC hospital system

Timeline

CSR- ENT

Henry Ford Health System
12.2023 - Current

Surgery Coordinator

ENT Henry Ford
12.2022 - Current

Clinical Patient Care Technician 6T/7T MICU and NEURO

Henry Ford Health System
12.2019 - 12.2023

Clinical Patient Care Technician Emergency Room & Clinical Observation

Henry Ford Health System
12.2019 - 12.2023

Phlebotomist- Contingent

Saint Joseph Mercy Hospital
09.2018 - 09.2019

Lab Assistant II - Specimen Processor

Henry Ford Health System
09.2015 - 12.2019

Phlebotomist II – Department of Pathology Satellite

University of Michigan Health Systems
07.2008 - 09.2015

Phlebotomist II- Department of Pathology Inpatient

University of Michigan Health Systems
01.2006 - 07.2008

Adrian School of Massage Therapy -

Adrian School of Massage Therapy

Bachelor of Social Science -

Eastern Michigan University

Associate degree - Liberal Arts

Jackson Community College

High School Diploma -

Tecumseh High School

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Amy N. Bird