Cameron Percy
Buffalo
Summary
Newly trained Phlebotomy Technician and experienced Administrative Professional with more than five years of progressive experience in healthcare, patient support services, customer service leadership, and office administration. Completed formal phlebotomy training with hands-on experience in specimen collection, patient identification, infection control, safety protocols, and healthcare compliance. Demonstrated success in delivering exceptional customer service, improving operational efficiency, resolving complex issues, and supporting positive patient experiences. Recognized for strong leadership, attention to detail, and commitment to quality care.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Highmark Western and Northeastern New York
10.2023 - Current
- Lead and supervise daily operations within a high-volume customer service department.
- Manage escalated inquiries from members, providers, vendors, and state agencies, ensuring timely and compliant resolution.
- Coach and mentor team members to improve adherence, quality, and productivity metrics.
- Develop and implement training initiatives and quality assurance programs.
- Analyze performance reports to identify trends and implement process improvements.
- Serve as on-call emergency contact for after-hours and weekend escalations.
Consumer Directed Personal Assistance Program (CDPAP)
12.2020 - Current
- Assist clients with activities of daily living, including bathing, dressing, grooming, toileting, and mobility.
- Monitor and document vital signs, including pulse, temperature, and respiration rate.
- Provide medication reminders and assist with prescribed exercises.
- Prepare meals according to dietary restrictions and assist with feeding when necessary.
- Perform light housekeeping and maintain a safe home environment.
- Provide transportation to medical appointments and community activities.
- Support clients through companionship and social engagement.
Customer Service Representative
BlueCard Division
10.2022 - 10.2023
- Handled complex insurance inquiries through telephone and written communications.
- Consistently exceeded performance goals for quality, productivity, and customer satisfaction.
- Resolved routine and escalated issues independently through extensive product knowledge.
- Maintained accurate documentation while ensuring regulatory compliance.
Patient Service Representative
Neighborhood Health Center of WNY
08.2020 - 09.2022
- Managed front desk operations, patient registration, and appointment scheduling.
- Verified insurance eligibility and maintained accurate EMR documentation.
- Assisted patients with healthcare-related questions and administrative processes.
- Reduced appointment cancellations through proactive patient outreach and follow-up.
Education
Phlebotomy Technician Program -
University At Buffalo Educational Opportunity Center
Buffalo, NY09.2026
Cosmetology Program - undefined
The Salon Professional Academy
Tonawanda, NY01.2019
Skills
- Microsoft Office Suite
- Allscripts EMR
- Data Entry & Documentation
- Reporting & Data Analysis
- Process Documentation
- Specimen handling
- HIPAA compliance
- Venipuncture expertise
- Patient support
Certification
- Basic Life Support (BLS) – Active
- New York State Licensed Cosmetologist – Active
- National Healthcareer Association (NHA) Certified Phlebotomy Technician (CPT) – Expected September 2026
CORE COMPETENCIES
- Leadership & Customer Service
- Team Supervision & Development
- Escalation Management
- Conflict Resolution
- Performance Coaching
- Customer Relations
- Call Center Operations
- Administrative & Operations
- Data Entry & Documentation
- Scheduling & Calendar Management
- Records Management
- Contract & Title Processing
- Compliance & Reporting
- Process Improvement
Timeline
Customer Service Supervisor
Highmark Western and Northeastern New York
10.2023 - Current
Customer Service Representative
BlueCard Division
10.2022 - 10.2023
Consumer Directed Personal Assistance Program (CDPAP)
12.2020 - Current
Patient Service Representative
Neighborhood Health Center of WNY
08.2020 - 09.2022
Cosmetology Program - undefined
The Salon Professional Academy
Phlebotomy Technician Program -
University At Buffalo Educational Opportunity Center