Carrie Atkins
Mount Joy,PA
Summary
Dynamic Customer Service Specialist with extensive experience at Penn Medicine/Lancaster General, excelling in electronic health records and patient scheduling. Proven ability to enhance operational efficiency through meticulous data accuracy and effective communication, consistently achieving performance benchmarks while delivering exceptional patient care and fostering strong relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
Penn Medicine/Lancaster Generaal
Lancaster, PA
2023.12 - Current
- Assisted patients with appointment scheduling and inquiries at a leading healthcare provider.
- Utilized electronic health record systems to update patient information accurately.
- Maintained a clean and organized work environment to enhance operational efficiency.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Answered incoming customer inquiries regarding product and service information.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Processed insurance authorization requests for various medical procedures and services.
- Reviewed patient information for accuracy and completeness before submission.
- Coordinated with insurance companies to verify coverage and eligibility requirements.
- Organized and maintained filing systems for efficient document retrieval.
- Processed incoming mail, sorted documents, and distributed appropriately.
- Prepared and organized files for storage, archiving, and retrieval.
- Tracked file movement within the office to minimize document loss.
Phlebotomist
Penn Medicine/Lancaster General
Lancaster , PA
2014.10 - 2023.12
- Collected blood samples from patients using various phlebotomy techniques.
- Maintained accurate patient records and specimen labeling for laboratory processing.
- Ensured compliance with safety protocols and infection control procedures.
- Assisted in training new staff on phlebotomy procedures and equipment usage.
- Collaborated with healthcare team to coordinate patient care and sample collection.
- Prepared specimens for transportation to laboratory for analysis and testing.
- Communicated effectively with patients to alleviate concerns during blood draws.
- Monitored inventory of supplies, ensuring availability for daily operations.
- Maintained a clean, safe, and organized work environment.
- Verified patient information prior to specimen collection.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Adhered to HIPAA guidelines regarding patient privacy.
- Performed venipuncture and other blood collection procedures according to established standards.
- Provided excellent customer service while interacting with patients.
- Delivered quality patient care by completing accurate and timely collection and transport of clinical specimens according to established procedures.
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Responded quickly and effectively to emergency situations.
- Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
- Processed samples accurately and efficiently.
- Documented patient information into electronic medical records system.
- Prepared and packaged specimens for courier transport.
- Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
- Monitored inventory levels of supplies used in phlebotomy services.
- Verified collection orders and communicated discrepancies to nurses.
- Maintained accurate records of collected specimens and test results.
- Observed patient for unusual reactions or events to take appropriate action under established guidelines.
- Ensured compliance with federal regulations governing laboratory procedures.
- Conducted various blood tests and updated results into paper and electronic charts.
- Provided assistance to clinical staff during patient visits.
- Reported any abnormal results or trends to supervisor or laboratory manager.
- Conducted patient interviews and verified medical records to confirm test requisitions.
- Collaborated with healthcare teams to enhance patient care and improve specimen collection processes.
- Demonstrated proficiency in using a variety of collection techniques and equipment.
- Identified and labeled specimens accurately, ensuring proper handling and transport to lab.
- Scheduled appointments and managed patient flow to minimize wait times.
- Maintained patient comfort and safety throughout the phlebotomy process.
- Ensured the cleanliness and sterilization of phlebotomy equipment and work area.
- Performed centrifugation and specimen aliquoting for sample preparation.
- Monitored patients for adverse reactions and provided immediate care as needed.
- Utilized aseptic techniques to prevent infection and cross-contamination during blood collection.
- Collaborated with laboratory personnel to resolve specimen issues.
- Identified best veins for intravenous lines and blood draws, avoiding unnecessary pokes.
- Counseled patients to ease fears, explain procedures, and enhance cooperation during blood draws.
Education
High School Diploma -
Elizabethtown Area High School
Elizabethtown1993-06
Skills
- Electronic health records
- Insurance authorization
- Patient scheduling
- Data accuracy
- Customer relationship management
- Quality assurance
- Patient documentation
- Effective communication
- Team collaboration
- Time management
- Conflict resolution
- Attention to detail
Affiliations
- LGHP Internal Medicine Shared Governance 2024 till present
Timeline
Customer Service Specialist
Penn Medicine/Lancaster Generaal
2023.12 - Current
Phlebotomist
Penn Medicine/Lancaster General
2014.10 - 2023.12
High School Diploma -
Elizabethtown Area High School