Erika Volker
Hanover,MD
Summary
Experienced with overseeing patient service operations and maintaining high standards of care. Utilizes leadership skills to guide teams and improve service quality. Track record of implementing effective processes to boost patient satisfaction and streamline administrative tasks.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Drug and Alcohol Compliance Program Manager
WMATA/ Temporary Solutions
05.2024 - Current
- Increased employee awareness of compliance standards through engaging training.
- Implemented continuous improvement initiatives to enhance the overall effectiveness of the compliance.
- Served as a subject matter expert on regulatory matters, providing guidance to business units on best practices.
- Conducted thorough investigations into potential violations, resulting in appropriate corrective actions.
- Managed compliance efforts, reporting and audits.
- Reviewed documents, files, transcripts, and other records to assess compliance.
- Developed and delivered training programs to inform new and current employees about compliance issues.
- Make sure the 24 hour collection site is staffed and running efficiently.
- Coordinated inventory supply for both locations.
- Report results of drug and alcohol testing that are done on employees that have safety sensitive positions.
- Manage the employees working at the 24 hour site and make sure they are going by WMATA's and Drug and Alcohol Compliance policies, guidelines and procedures.
- Developed training materials focusing on drug and alcohol compliance to enhance employee understanding.
- Coordinated regular audits to assess compliance with federal regulations and internal policies.
Patient Services Supervisor
Quest Diagnostics
10.2014 - 05.2024
- Applies strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Oversee and optimizes work of 30+ Phlebotomists performing high-quality laboratory and phlebotomy work
- Adjust job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and client demands
- Evaluate employees' strengths and assigned tasks based upon experience and training
- Conduct scheduled and impromptu evaluations to assess work performance
- Identify individual employee's unique work styles and adapted management methods
- Set and manage schedules to give proper coverage to required areas and meet customer service demands
- Handle customer complaints, resolved issues and adjusted policies to meet changing needs
- Performance management and reviews, coaching, mentoring
- Salary development and budget allocations.
- Streamlined patient intake processes to enhance efficiency and reduce wait times during peak hours.
- Supervised onboarding and training of new staff, ensuring adherence to company protocols and high service standards.
Patient Services Supervisor
LabCorp
06.2006 - 10.2014
- Notified management of compliance and workplace safety issues from department and recommended simple solutions.
- Ensured accurate patient identification and proper specimen labeling, minimizing errors in test results.
- Developed comprehensive training programs for new hires, ensuring they were equipped with necessary skills to succeed in their roles.
- Increased productivity by implementing new technologies and equipment in the phlebotomy department.
- Conducted regular audits to verify compliance with regulatory requirements and maintain accreditation status for the phlebotomy department.
- Correlated and interpreted data based on technical, instrumental, and physiological conditions.
- Evaluated new methodologies and best practices in phlebotomy, incorporating relevant changes into current procedures as needed for improved service quality.
- Conducted regular performance evaluations for phlebotomy staff, providing constructive feedback and identifying areas for growth.
- Promoted a positive work culture by fostering open communication among team members and encouraging collaboration between departments.
- Monitored customer service and supported staff in resolving patient concerns to maximize workflows.
- Provided support during high-volume periods by stepping in as needed to perform phlebotomy duties alongside the team.
- Led a team of over 30 phlebotomists, enhancing workflow efficiency through strategic scheduling and operational oversight.
- Implemented patient intake protocols that improved accuracy in data collection and reduced processing time by 20%.
Education
Bachelor's Degree - Business Management And Administration
Capella University
Baltimore, MD05-2024
Associates Degree - Business Administration And Management
Walters State Community College
Morristown, TN05.2010
Certificate - Medical Assistant And Phlebotomy Certification
TESST College of Technology
Baltimore, MD05.2003
MBA - Business Administration And Management
University of Maryland Global Campus
Hyattsville, MDSkills
- Over 27 years medical experience
- Strong clinical judgment
- Expertise with medical databases including Epic, Athena, EMR link, Centricity, Meditech, Workday, DAC, and Peoplesoft
- Sharp critical thinker
- Result-driven work ethics
- Mentoring and Training
- Hiring and recruitment
- Strong medical ethic
- Quality Assurance
- Team leadership
- Multi-tasker
- Focused highly innovative worker
- Expertise in phlebotomy 0-100 ages
- Project oversight and management
- Seasoned in medical clinical procedures
- Medical billing
- Medical terminology
- Proficient with Microsoft Office/Teams/365, Vizio, Smart Sheet, SalesForce, LMS, Power BI, Tableau
- Client Relationship Management
- Problem-Solving Aptitude
- Business Development Planning
- Performance Goals
- Health and safety
- Policy enforcement
- Audit management
- Compliance monitoring
- Legal research
Certification
- BLS Certification
- CMA Certification
- CPT Certification
- MRO-A Certification
Timeline
Drug and Alcohol Compliance Program Manager
WMATA/ Temporary Solutions
05.2024 - Current
Patient Services Supervisor
Quest Diagnostics
10.2014 - 05.2024
Patient Services Supervisor
LabCorp
06.2006 - 10.2014
Associates Degree - Business Administration And Management
Walters State Community College
Certificate - Medical Assistant And Phlebotomy Certification
TESST College of Technology
Bachelor's Degree - Business Management And Administration
Capella University
MBA - Business Administration And Management
University of Maryland Global Campus