CHARLOTTE WASHINGTON
Missouri City,TX
Summary
Results-driven Transition Specialist & Phlebotomy Leader with a strong record of elevating team performance, improving operational workflows, and driving quality outcomes across high-volume PSC and IOP environments. Known for leading with integrity, accountability, and a patient-first mindset. Adept at coaching staff, reducing errors, implementing SOPs, and supporting organizational change. Trusted by leadership to manage complex transitions, mentor new employees, and uphold Quest Diagnostics’ standards for service excellence, compliance, and operational readiness.
Overview
3
3
years of professional experience
Work History
IOP TRANSITION SPECIALIST
Quest Diagnostics
10.2026 - Current
- Operational Leadership & Site Readiness
- Lead transition activities for new, relocating, and expanding PSC/IOP sites, ensuring full operational readiness and alignment with Quest standards.
- Coordinate with Supervisors, Territory Managers, and cross-functional teams to execute seamless site openings, closures, and workflow redesigns.
- Conduct site assessments, identify operational gaps, and implement corrective actions to strengthen efficiency and patient flow.
- Oversee equipment setup, supply readiness, and environmental preparation to ensure smooth go-live operations.
- Training, Coaching & Change Management
- Provide hands-on training and transition support to staff adapting to new workflows, systems, or environments.
- Reinforce SOP compliance, quality standards, and patient-centered service during transition periods.
- Support change initiatives by promoting adaptability, teamwork, and continuous improvement.
- Communication & Leadership Support
- Serve as a liaison between leadership and frontline staff, ensuring clear communication of expectations, updates, and procedural changes.
- Document transition progress, challenges, and outcomes to support leadership decision-making and future planning.
PHLEBOTOMIST GROUP LEAD
Quest Diagnostics
12.2023 - 10.2026
- Team Leadership & Development
- Served as the on-site leader and primary resource for PSRs and phlebotomy staff, providing daily coaching, guidance, and performance support.
- Mentored new employees through onboarding, hands-on training, and integration into PSC workflows.
- Provided Supervisors with ongoing performance input, identifying strengths, development needs, and opportunities for targeted coaching.
- Fostered a culture of accountability, teamwork, and service excellence.
- Quality, Compliance & Operational Excellence
- Performed POC testing and completed competency evaluations in accordance with SOPs and regulatory standards.
- Supported Supervisors with SOP implementation, communication rollouts, and reinforcement of updated procedures.
- Compiled and submitted monthly operational statistics to support data-driven performance management.
- Assisted with setup and transition of new PSC and IOP locations, ensuring workflow efficiency and compliance.
- Cross-Functional Collaboration & Communication
- Participated in special projects and cross-departmental initiatives to improve processes and enhance patient experience.
- Maintained up-to-date knowledge of company communications and ensured accurate distribution of technical updates to staff.
- Traveled to Territory Manager meetings and supported off-site operational needs.
- Delivered onboarding services to new clients, ensuring smooth integration into Quest systems and expectations.
Education
MBA - Business Administration
San Diego, CA09-2022
B.A. - Health and Human Services
San Diego, CA10-2020
Skills
- Staff coaching, mentoring & performance development
- Operational leadership in high-volume clinical settings
- Workflow optimization & process improvement
- Strong decision-making & sound judgment
- Quality assurance & SOP compliance
- Transparent communication & team alignment
- Change leadership & adaptability
- Patient-centered service excellence
- Data reporting & performance tracking
- Independent leadership with minimal supervision
Timeline
IOP TRANSITION SPECIALIST
Quest Diagnostics
10.2026 - Current
PHLEBOTOMIST GROUP LEAD
Quest Diagnostics
12.2023 - 10.2026