Open To Work
DONNA R. DUPLECHAN
Houston,TX
Summary
Healthcare professional with proven track record in patient service management. Effective in improving operational efficiency and patient satisfaction. Known for fostering collaborative team environment and adapting to dynamic healthcare needs. Key skills include conflict resolution, staff training, and policy implementation.
Overview
25
25
years of professional experience
Work History
Patient Services Supervisor
Quest Diagnostics
09.2020 - Current
- Oversee daily patient services operations across multiple Patient Service Centers and approximately 17 in-office phlebotomy locations, aligning staffing, service, quality, and compliance expectations.
- Lead and develop phlebotomists, site leads, group leads, floaters, and temporary staff through coaching, performance reviews, corrective action, training, and succession planning.
- Use patient satisfaction, wait time, productivity, specimen quality, payment collection, and attendance measures to identify gaps and guide coaching and action plans.
- Coordinate staffing, float coverage, schedules, lunch compliance, Saturday rotations, and overtime across a geographically dispersed territory.
- Build strong partnerships with physician offices, office managers, sales teams, client services, human resources, facilities, and laboratory operations to resolve concerns and protect client relationships.
- Coordinate site openings, transitions, and renovations with clinical partners and internal teams, including staffing, supplies, technology access, and workflow readiness.
- Investigate patient, client, conduct, and specimen-integrity concerns; determine root causes and implement retraining, coaching, corrective action, or process changes as appropriate.
- Reinforce customer service, care, collaboration, continuous improvement, and curiosity through coaching and daily operational decisions.
- Conduct interviews and assess candidate readiness based on technical competency, patient-care experience, professionalism, and operational needs.
Group Lead
Quest Diagnostics
11.2017 - 09.2020
- Supported leadership and daily operations across multiple patient service locations, providing on-site guidance, workflow oversight, and staffing support.
- Coached employees on customer service, specimen handling, policy adherence, productivity, and accurate completion of daily responsibilities.
- Assisted with site openings and closings, scheduling, coverage coordination, onboarding, training, and escalation management.
- Served as a liaison between frontline employees and management, communicating expectations and helping resolve operational and employee concerns.
- Maintained service continuity by flexing between locations and responding quickly to changing client and staffing needs.
PSR III - Float
Quest Diagnostics
10.2007 - 11.2017
- Provided reliable coverage across PSC and IOP locations while adapting quickly to varying workflows, client expectations, patient volumes, and operational requirements.
- Performed patient registration, phlebotomy, specimen processing, payment collection, and customer-service duties with a focus on accuracy, safety, and patient care.
- Supported new and existing team members by sharing procedural knowledge, reinforcing standards, and helping maintain efficient daily operations.
- Earned progressive leadership opportunities through strong performance, flexibility, dependability, and commitment to service excellence.
Skills
Workforce scheduling and float deployment
- Team management
- Effective problem solving
- Strong leadership
- Effective written and verbal communication
- Recordkeeping
- Teamwork and collaboration
- Reliability
- Adaptability and flexibility
- Conflict resolution
- Operations management
- Staff supervision
Specimen handling and quality review
Payment collection oversight
Client issue resolution
Recruiting and candidate assessment
Phlebotomy operations
Patient satisfaction measures
Training and policy reinforcement
Site launch coordination
Timekeeping and attendance oversight
Patient registration workflows
Productivity and wait time tracking
Employee performance reviews
Incident investigation and follow-up
Supply and equipment readiness
Electronic filing and document management
Staffing and workforce management software
Electronic medical records (EMR) and hospital medical record systems
Supply chain and inventory management
Effective problem solving
Patient confidentiality
Team management
Insurance verification
Strong leadership
Customer service
Staff management
Employee recruitment and hiring
Staff supervision
Education
BBA - Business Administration And Management
Strayer University
10-2026
Accomplishments
- Maintain consistent patient service across a geographically dispersed territory by adjusting coverage and escalating operational needs promptly.
Work Preference
Job Search Status
Open to workTimeline
Patient Services Supervisor
Quest Diagnostics
09.2020 - Current
Group Lead
Quest Diagnostics
11.2017 - 09.2020
PSR III - Float
Quest Diagnostics
10.2007 - 11.2017
BBA - Business Administration And Management
Strayer University