Brook Moore
Camp Verde,Arizona
Summary
Diligent Phlebotomist/Lab Assistant with comprehensive background in laboratory settings. Proven ability in conducting venipunctures and handling various specimen collections while ensuring patient comfort and safety. Demonstrated proficiency in maintaining accurate records and utilizing laboratory equipment effectively.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lab Assistant 1
Northern Arizona Healthcare
08.2024 - Current
- Managed specimen sample handling, receiving, storage and inventory.
- Logged samples correctly into computerized tracking system.
- Prepared samples for centrifugation, aliquoting and preserving sample integrity.
- Demonstrated competence in collecting lab samples for testing.
- Demonstrated flexibility working in a fast-paced and ever-changing environment.
- Prepared specimens for testing and analysis.
- Provided excellent customer service with effective communication skills when interacting with patients, families, and hospital staff.
- Increased accuracy of test results by carefully following established procedures for specimen collection and handling.
- Improved patient comfort by utilizing a gentle, empathetic approach during blood draw procedures.
- Ensured proper identification of patients through diligent verification of personal information before each blood draw procedure.
- Maintained patient confidentiality by diligently following HIPAA regulations and ensuring that sensitive information was protected at all times.
- Maintained a clean and safe work environment by adhering to strict sanitation protocols.
- Upheld rigorous standards for infection control, ensuring the safety of both patients and colleagues through consistent adherence to protective measures like glove use and hand hygiene practices.
- Contributed to positive patient experiences by providing clear explanations of the phlebotomy process and addressing any concerns or questions proactively.
Customer Service Advocate
Gusto
01.2022 - 08.2022
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores
- Answered customer telephone calls promptly to avoid on-hold wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Offered payroll and benefits knowledge to assist team members in offering each customer top-notch support
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Provided primary customer support to internal and external customers
- Promoted available products and services to customers during service, account management and order calls
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
Collections Representative
Realtor.com
05.2020 - 11.2021
- Reviewed collection reports to determine status of collections and amounts of outstanding balances
- Counseled debtors on payment options and arranged installment agreements
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Negotiated to collect balance in full
- Processed payments and contracts on accounts
- Resolved challenging situations with friendly but firm strategies
- Recorded all information regarding financial status of customers
- Achieved performance goals on consistent basis
- Maintained high volume of calls and met demands of busy and productive group
- Worked in call center environment handling manual and automatically dialed outbound calls
Customer Care Representative
Realtor.com
03.2020 - 05.2020
- Resolved concerns with products or services to help with retention and drive sales
- Managed supplier deliveries around client needs to increase client retention
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Logged call information and solutions provided into internal database
- Responded to customer needs through competent customer service and prompt problem-solving
- Assisted call-in customers with questions and orders
- Coordinated timely responses to online customer communication and researched complex issues
- Navigated multiple computer systems and applications to find information
Customer Service Representative
Paychex Inc
07.2018 - 02.2020
- Investigated payroll variances and employee claims to resolve discrepancies and balance financial records
- Verified and submitted timekeeping information for accurate and efficient payroll processing
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options
- Carried out day-to-day duties accurately and efficiently
- Produced payroll activities documentation and reports to meet corporate guidelines and promote transparency
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Medical Assistant Intern
NextCare Urgent Care
07.2013 - 11.2013
- Performed patient intake, patient care, and patient discharge
- Administered necessary specimen collection
- Performed blood draws and administered IV's with doctor supervision
Education
Certificate of Medical Assisting - Medical Assisting
Sanford-Brown College
Phoenix, AZ07.2013
GED -
Yavapai College
Prescott, AZ10.2007
Skills
- Laboratory techniques
- Specimen processing
- Lab safety protocols
- Safe specimen handling
- Trained in HIPAA compliance
- Venipuncture
- Order of draw
- Patient care
- Specimen handling
- Sample and specimen collection
Software
Excellent, Excellent, Excellent
Skills
Excellent, Excellent, Excellent, Excellent, Excellent, Excellent
Certification
- Bloodborne Pathogens Training Certificate - Occupational Safety and Health Administration (OSHA).
- Cardiopulmonary Resuscitation (CPR) – American Red Cross or American Heart Association.
- Basic Life Support (BLS) Certification - American Heart Association or Red Cross.
- Fingerprint Clearance Card
Timeline
Lab Assistant 1
Northern Arizona Healthcare
08.2024 - Current
Customer Service Advocate
Gusto
01.2022 - 08.2022
Collections Representative
Realtor.com
05.2020 - 11.2021
Customer Care Representative
Realtor.com
03.2020 - 05.2020
Customer Service Representative
Paychex Inc
07.2018 - 02.2020
Medical Assistant Intern
NextCare Urgent Care
07.2013 - 11.2013
GED -
Yavapai College
- Bloodborne Pathogens Training Certificate - Occupational Safety and Health Administration (OSHA).
- Cardiopulmonary Resuscitation (CPR) – American Red Cross or American Heart Association.
- Basic Life Support (BLS) Certification - American Heart Association or Red Cross.
- Fingerprint Clearance Card
Certificate of Medical Assisting - Medical Assisting
Sanford-Brown College
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