Dorothy Swinney
Houston,Texas
Summary
Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Representative - Remote
Vroom
04.2023 - 03.2023
- Collaborated with other departments on cross-functional projects impacting the customer experience
- Coached and mentored junior members of the Customer Care team
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Followed up on emailed or web-submitted customer inquiries within standard response times.
Phlebotomist Float III
Quest Diagnostics
04.2021 - 04.2022
- Assigned a territory to cover phlebotomist duties within a Patient Service Center, doctor’s office, or as business needs dictate
- Draw quality blood samples from patients and prepares those specimens for lab testing
- Collect specimens according to established procedures
- This includes, but not limited to: drug screens, biometric screening and insurance exams
- Enter billing information and collect payment when required
- Will be required to coach, mentor, instruct, and be a resource advisor for new employees, as well as be the point of contact to staff on site and provide regular input to the group lead or supervisor
- Travel to additional doctor’s office or Patient Service Center sites when needed.
Mobile Phlebotomist
Principal Health System
05.2019 - 03.2021
- Prepared and packaged specimens for courier transport
- Maintained fully-stocked phlebotomy cart, carrier and station
- Interacted with patients to gather and record data prior to blood draws
- Conducted various blood tests and updated results into paper and electronic charts
- Verified patient identity prior to collecting sample using two forms of identification as required
- Enforced infection control and sharps disposal procedures to protect patients, co-workers and self
- Counseled patients to ease fears, explain procedures, and enhance cooperation during blood draws
- Collected specimen samples and transported to laboratory for processing.
Mobile Phlebotomist
Trident Health
02.2016 - 03.2019
- Maintained fully-stocked phlebotomy cart, carrier and station
- Prepared and packaged specimens for courier transport
- Interacted with patients to gather and record data prior to blood draws
- Verified patient identity prior to collecting sample using two forms of identification as required
- Conducted various blood tests and updated results into paper and electronic charts
- Counseled patients to ease fears, explain procedures, and enhance cooperation during blood draws
- Communicated effectively with coworkers, supervisors and management personnel on a regular basis.
Health Outreach Specialist
Change Happens
08.2009 - 03.2013
- Improved community health by conducting outreach programs and promoting awareness about preventive care.
- Enhanced patient experience by providing tailored health education and resources to diverse populations.
- Collaborated with healthcare providers for better patient outcomes through coordination of services and referrals.
- Increased access to healthcare services by organizing mobile clinics and coordinating transportation for underserved communities.
- HIV testing and processing
- Counsel patients on the next step in getting testing for positive results
- Prepare samples at the lab for transport
- Travel to downtown clinic sites when need
Education
Master of Arts - Communication
Texas Southern University
Houston, TX05.2015
Skills
- Project Management
- Insurance Practices
- Program Oversight
- Process Improvements
- Medical Terminology
- Database Coordination
- Organizational Skills
- Patient Care
- Progress Documentation
Timeline
Senior Customer Service Representative - Remote
Vroom
04.2023 - 03.2023
Phlebotomist Float III
Quest Diagnostics
04.2021 - 04.2022
Mobile Phlebotomist
Principal Health System
05.2019 - 03.2021
Mobile Phlebotomist
Trident Health
02.2016 - 03.2019
Health Outreach Specialist
Change Happens
08.2009 - 03.2013
Master of Arts - Communication
Texas Southern University
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