CHRISTINA RUBIN
Sunset,LA
Summary
Patient service and administrative lead with experience supporting high-volume healthcare operations and resolving customer issues. Manages daily patient flow, staffing coverage, and productivity targets. Coaches employees, onboard new hires, and improves communication, wait times, and service quality.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Patient Service Center Specialist / Lead Resource
LABCORP
07.2015 - Current
- Support daily Patient Service Center operations in a high-volume healthcare laboratory environment, balancing patient needs, staffing resources, workload, productivity, quality, and customer service.
- Support an average daily patient volume of approximately 140 patients while maintaining efficient workflow and a positive patient experience.
- Serve as a lead resource for employees and leadership by providing operational guidance, answering questions, reinforcing procedures, and helping resolve workflow challenges.
- Lead and coordinate team activities by communicating priorities, supporting workload distribution, and assisting employees with operational and customer-service concerns.
- Coordinate daily workflow and priorities based on patient volume, staffing, operational demands, and service requirements.
- Support employee onboarding by providing guidance, answering questions, reinforcing expectations, and helping new employees successfully transition into their roles.
- Assessed patient and customer needs, answered questions, explained processes, resolved concerns, and communicated solutions while ensuring a professional, patient-centered experience.
- Serve as an AIDET Champion, promoting effective communication practices that strengthen patient satisfaction, professionalism, and service excellence.
- Identified communication gaps and recurring customer concerns by supporting improvements that reduced complaints and enhanced overall customer experience.
- Resolve customer and operational issues by identifying problems, communicating with customers and coworkers, determining appropriate solutions, and escalating concerns when necessary.
- Monitor patient wait times, productivity, workflow, and service demands to identify operational challenges and opportunities for improvement.
- Identified patient safety risks and communicated concerns to leadership for timely resolution. quality, workflow, and service risks and communicate concerns to appropriate leadership.
- Collaborate with leadership, coworkers, and internal Labcorp teams to resolve operational challenges and remove barriers to effective patient and customer service.
- Maintain accurate records and documentation while following established quality, compliance, safety, confidentiality, and laboratory requirements.
- Supported continuous improvement by identifying recurring issues, communicating opportunities to leadership, and implementing practical solutions.
- Perform patient-facing phlebotomy and specimen collection while maintaining patient safety, accuracy, quality, and established laboratory procedures.
- Receive positive patient feedback and recognition for communication, professionalism, service, and problem resolution.
Administrative Coordinator / Lead Resource — Part-Time
ERATE HELP
05.2014 - Current
- Coordinated daily administrative and business operations, managing multiple priorities, schedules, resources, and customer needs to ensure smooth operations.
- Acted as lead resource for management, providing operational support, problem solving, and coordination for day-to-day business needs.
- Coordinate administrative workflows and resources to support customer needs, business priorities, and timely completion of responsibilities.
- Coordinate information and activities among multiple parties to ensure effective communication and timely follow-up.
- Manage competing priorities while maintaining organization, accuracy, confidentiality, and productivity.
- Identify operational issues requiring follow-up and communicate with appropriate individuals to support timely resolution.
- Communicated with clients, business contacts, and stakeholders to gather information and address concerns, facilitating effective issue resolution.
- Provide customer service and administrative support while maintaining positive relationships with clients and business contacts.
- Apply strong communication, organization, problem-solving, resource coordination, and time-management skills to daily business operations.
Education
Bachelor of Science - Business
UNIVERSITY OF PHOENIX
06-2027
Skills
- Customer success and experience
- Customer relations
- Needs assessment
- Satisfaction management
- Complaint resolution
- Escalation management
- Customer advocacy
- Wait time optimization
- Process improvement
- Continuous improvement
- Team leadership
- Employee training
- Workload management
- Performance support
- Productivity management
- Microsoft 365 proficiency
- Information systems management
- Information systems documentation
Certification
- AIDET CHAMPION — LABCORP, Promote AIDET communication principles to strengthen customer communication, patient satisfaction, professionalism, and service excellence., Coach and encourage colleagues to use effective communication practices when interacting with patients and customers., Support efforts to reduce customer complaints and recurring service concerns through consistent communication practices., Serve as a resource for colleagues regarding customer communication and patient-centered service., Help identify communication barriers and opportunities to improve the customer experience.,
CUSTOMER SUCCESS MANAGER (CSM) CERTIFICATE, January 2024, Training focused on:, Customer Relationship Management, Customer Needs Assessment, Customer Engagement, Customer Experience, Customer Retention, Service Delivery, Issue Resolution, Escalation Management, Relationship Building, Service Excellence
Drug Screen OTS Tech
Timeline
Patient Service Center Specialist / Lead Resource
LABCORP
07.2015 - Current
Administrative Coordinator / Lead Resource — Part-Time
ERATE HELP
05.2014 - Current
Bachelor of Science - Business
UNIVERSITY OF PHOENIX