Felicia Dowling
Bamberg,SC
Summary
Versatile and dynamic professional with extensive experience in healthcare and customer service sectors, notably with Blue Cross Blue Shield, SC(Magnit). Excelled in information management and patient safety, demonstrating exceptional multitasking abilities and communication skills.
Strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
30
30
years of professional experience
Work History
Customer Service Advocate II
Blue Cross Blue Shield, SC(Magnit)
Columbia,SC
08.2023 - Current
- Provide prompt, accurate, thorough and courteous responses to all customer inquiries
- Handle situations which may require adaptation of response or extensive research
- Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries
- Respond to, research and assist with priority inquiries and special projects as required by management
- Provide feedback to management regarding customer problems, questions and needs
- Assist with process improvements through the recommendation of changes in procedures and techniques
- Serves as an information source for both internal and external customers by answering complex customer service inquiries via telephone, email and/or web inquiries
Research Assistant
SC Nephrology & Hypertension Center
Orangeburg, SC
01.2023 - 07.2023
- Administered research study associated activities
- Assists in project planning, and ensuring that pre-established work scope, study protocol and regulatory requirements are followed
- Recruit research subjects as appropriate and serve as a principal liason for the project
- Develop and maintain record keeping systems and procedures
- Responsible for obtaining informed consent, blood sample collection, processing and components of clinical trials, attend investigator meetings, update and maintain regulatory binders as required.
- Interact with monitors on a professional level, resolve EDC queries, submit AE/SAE as they occur per protocol requirement
- Knowledge of ICH/GCP guidelines; HIPPA, 21 CFR code of federal regulations for clinical research
Covid Tester
Actalent/SCSU
Orangeburg, SC
01.2021 - 01.2022
- Effectively communicated with patients and provided necessary guidelines for testing
- Collected and verified all patient information
- Collected and stored specimens according to established procedures
TH Lab Tech III
SUNY Downstate Medical Center
Brooklyn, NY
11.1994 - 11.2014
- Provided telephone reception, record keeping, calendar management, and processing communication into and out of the office/lab.
- Performed venipuncture and fingerstick collection on Inpatients and Outpatients
- Maintained accurate logs of all venipuncture performed
- Processed and handled specimens in central receiving area
- Collect fluid or tissue samples, using appropriate collection procedures
- Transported specimens and/or fluid samples to laboratories for testing
- Participated in all aspects of quality assurance, quality control, patient safety, continuing education and other aspects as needed
- Trained and aided in the instrumentation of techniques to new personnel and house staff.
Education
A.S. In Healthcare Administration - Health Administration
University of Phoenix
Tempe, AZ06.2016
Skills
- Information Management
- Lab Management
- Electronical Health Records
- Record Maintenance
- HIPPA, OSHA, JCAHO
- Patient Safety/Education
- Ability to Multitask
- Excellent Communicator
- Data Entry
Timeline
Customer Service Advocate II
Blue Cross Blue Shield, SC(Magnit)
08.2023 - Current
Research Assistant
SC Nephrology & Hypertension Center
01.2023 - 07.2023
Covid Tester
Actalent/SCSU
01.2021 - 01.2022
TH Lab Tech III
SUNY Downstate Medical Center
11.1994 - 11.2014
A.S. In Healthcare Administration - Health Administration
University of Phoenix