Constance Engram
Newport News,VA
Summary
Driven by a results-focused approach, I leveraged customer focus and laboratory techniques at Riverside Regional Medical Center to enhance service quality and operational efficiency. My expertise in complaint handling and centrifugation techniques contributed to exceeding performance metrics and maintaining high standards, demonstrating exceptional teamwork and attention to detail.
Overview
29
29
years of professional experience
2
2
Certification
Work History
Customer Service Support Representative
Riverside Regional Medical Center
12.2003 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Improved first-call resolution rates by effectively utilizing available resources during customer interactions.
- Maintained up-to-date knowledge of industry trends, allowing for informed recommendations on products and services tailored to individual needs.
- Consistently met or exceeded performance metrics while maintaining a high level of customer satisfaction.
Lead Laboratory Support Technician
Riverside Regional Medical Center
07.1995 - Current
- Contributed significantly towards maintaining the laboratory''s accreditation by consistently upholding high standards in all aspects of work.
- Managed inventory levels of consumables, minimizing waste and ensuring uninterrupted laboratory operations.
- Reduced turnaround time for test results by optimizing workflow and prioritizing tasks effectively.
- Improved lab safety with regular inspections, timely maintenance, and implementation of safety protocols.
Insurance Billing Clerk
Riverside Diagnostic Center
09.1999 - 12.2023
- Contributed to team success by providing support to colleagues during high-volume periods or staff absences.
- Decreased billing errors by thoroughly reviewing invoices and identifying discrepancies in a timely manner.
- Collaborated with insurance representatives to expedite claim approvals, ensuring timely reimbursements for clients.
- Assisted with reducing outstanding accounts receivables by diligently following up on unpaid claims and denied coverage cases.
Certified Nursing Assistant
Riverside Regional Medical Center
07.1995 - 07.1996
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Education
Master Of Business - Business Administration
Kee Business College
Newport News, VADiploma -
Orange County High School
Orange, VASkills
- Customer Focus
- Complaint Handling
- Teamwork and Collaboration
- Attention to Detail
- Microsoft Windows and Office
- Incident Management
- HIPAA Compliance
- Professionalism and Ethics
- Data entry proficiency
- Laboratory techniques
- Chemical Handling
- Centrifugation Techniques
Certification
NHA Certified Phlebotomy Technician
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 55 staff members.
Timeline
Customer Service Support Representative
Riverside Regional Medical Center
12.2003 - Current
Insurance Billing Clerk
Riverside Diagnostic Center
09.1999 - 12.2023
Lead Laboratory Support Technician
Riverside Regional Medical Center
07.1995 - Current
Certified Nursing Assistant
Riverside Regional Medical Center
07.1995 - 07.1996
Master Of Business - Business Administration
Kee Business College
Diploma -
Orange County High School
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