Andrea Correa
East Brunswick
Summary
Resilient, hardworking and flexible Manager with more than 20 years of Phlebotomy experience dedicated to managing teams, implementing procedures and optimizing operations to meet current and expected demands. Talented team builder well-versed in implementing initiatives, building relationships and driving efficiency.
Overview
21
21
years of professional experience
Work History
Director Operations, Phlebotomy
BioReference Laboratories
07.2019 - 03.2025
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed over 400 indirect Reports
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Improved Accessioning project with strategic planning, resource allocation, and time management practices.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed and motivated employees to be productive and engaged in work.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Patient Service Manager
Quest Diagnostics Inc
09.2017 - 07.2019
- Consulted with teams on established best practices and process improvements.
- Assisted with National rollouts as a subject matter expert in phlebotomy.
- Collaborated with sales to deliver a seamless client experiences.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Bronze QMS certified.
- Responsible for the rollout in the East Region for the Accessioning transition to QLS Systems.
- Successfully completed Patient Satisfaction Project in 2018.
- Manage over 315 employees.
- Increased Patient Satisfaction in the Territory.
- Addressed issues with multiple organ systems in patients with critical illnesses.
- Work with team members to increase individual performance and set realistic improvement goals.
- Reduce expenses by minimizing waste and allocating staff levels correctly.
- Reduced wait times for patients with effective utilization of staff and resources.
- Increased patient retention rates by providing exceptional customer service and addressing concerns promptly.
- Managed department budget effectively, making necessary adjustments to control costs while maintaining quality patient care.
- Championed ongoing professional development opportunities for staff, resulting in enhanced skills and knowledge within the team.
- Conducted regular audits of clinical operations to ensure adherence to quality standards set forth by regulatory agencies.
Patient Services Supervisor
Quest Diagnostics Inc
03.2015 - 08.2017
- Customized employee work-flow based on our Kaizen project.
- On-going partnership with the lab to improve accessioning
- Reduced process gaps while supervising employees to ensure optimal productivity.
- Discovered and resolved complex issues within Quanum and the clients interface, Increasing customer retention and satisfaction.
- Managed over 35 direct reports.
- Increased Employee Engagement by 36%.
- Collaborated with sales to improve strategies and meet quarterly goals
Patient Services Supervisor
Quest Diagnostics Inc
11.2012 - 02.2015
- Focused on driving internal Metrics to company goals
- Managed over 35 direct reports.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to issues.
- Increased customer satisfaction by focusing in the areas of opportunity without sacrificing quality.
Patient services Group Lead
Quest Diagnostics Inc
11.2010 - 10.2012
- Communicated issues and inefficiencies with Patient Services Supervisor and Manager to create strategies and exceed our target metrics.
- Trained employees and oversaw implementation of new processes.
- Offered hands-on assistance to customers to offer support and stay current on system and testing updates.
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
- Support over 120 employees with phlebotomy processes or questions.
Patient Services Site Lead
Quest Diagnostics Inc
10.2003 - 10.2010
- Collaborated with cross-functional teams and diverse colleagues to accomplish team objectives and serve customer and patients needs.
- Promoted customer loyalty by delivering exceptional service to handle questions, complaints and issues.
- Drew blood from veins by vacuum tube, or butterfly venipuncture methods.
- Obtained blood specimens by performing venipunctures and finger sticks 30+ times per day.
- Resolved unusual test orders by contacting physicians, nursing stations or reference laboratories.
- Accurately labeled vacutainer tubes with patient name, date and time of collection.
- Collected blood samples using vacutainer tubes, tourniquets, butterfly needles, and straight needles.
Education
Bachelor - Psychology
Cappella's University
01-2027
Organizational Leadership
Leading Quest Academy
Chicago, IL2018
Certificate -
Women's Unlimited
2016
Psychology
Union County College
Cranford, NJ1998
Skills
- Strategic planning
- Active Listening
- Computer Skills
- QMS Bronze Certified
- Problem-Solving
- People management
- Leadership
- Computer Skills
- Relationship building
- Decision-making
- Goal setting
- Issues resolution
Timeline
Director Operations, Phlebotomy
BioReference Laboratories
07.2019 - 03.2025
Patient Service Manager
Quest Diagnostics Inc
09.2017 - 07.2019
Patient Services Supervisor
Quest Diagnostics Inc
03.2015 - 08.2017
Patient Services Supervisor
Quest Diagnostics Inc
11.2012 - 02.2015
Patient services Group Lead
Quest Diagnostics Inc
11.2010 - 10.2012
Patient Services Site Lead
Quest Diagnostics Inc
10.2003 - 10.2010
Organizational Leadership
Leading Quest Academy
Certificate -
Women's Unlimited
Psychology
Union County College
Bachelor - Psychology
Cappella's University
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