HEATHER L. BURTON
Franklin,TN
Summary
Dependable customer service and healthcare support professional with a strong background in patient inquiry handling, phone triage, and front-desk coordination. Recognized for clear communication, attention to detail, and steady support across fast-paced clinical and service environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Lapels Dry Cleaning
Franklin, Tennessee
04.2026 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer questions and concerns with calm, professional communication.
- Answered customer inquiries and provided accurate information regarding products and services.
- Greeted customers at dry-cleaning counter with friendly, helpful service.
- Answered phone calls about pickup times, pricing, and special requests.
- Explained fabric care options and garment pickup details.
- Checked garments for stains, damage, and care instructions.
Patient Care Technician
Ally Psychiatry
Franklin, Tennessee
09.2024 - 04.2026
- Oversee Spravato() treatment sessions, a specialized clinical responsibility requiring direct patient monitoring,
- conducted lab test and vitals sign assessments, processed all medication refill request, ensuring continuity of care.
- Coordinated prior authorization requests for patient treatments and medications, facilitating timely access to care.
- Achieve 100% appointment confirmation compliance by contacting patients 24-48 hours in advance reducing no-show rates.
- Performed check-in and check-out procedures for patients at the front desk.,copay collections,and insurance verification for every patient visit.
- Managed front desk operations for psychiatric practice, ensuring efficient patient flow and support.
Phlebotomist
Med Lake Labaratory LLC
Franklin, Tennessee
10.2023 - 09.2024
- Supported venipuncture and capillary blood collection for laboratory testing at Medlake Laboratory LLC.
- Verified patient identity and prepared collection supplies to ensure accurate specimen draws.
- Confirmed patient information before specimen collection.
- Applied accurate specimen labeling and matched samples with requisition forms.
- Prepared blood samples for transport, storage, and laboratory analysis.
- Followed infection control steps and kept collection areas clean.
- Engaged with patients to alleviate discomfort and enhance overall experience during specimen collection.
- Documented collection details in laboratory systems and patient records for precise tracking and compliance.
- Maintained cleanliness and organization of work area to ensure safety and efficiency.
Phlebotomist
Associated Pathologist LLC
Franklin, Tennessee
10.2019 - 08.2023
- Functioned as the sole phlebotomist for a 3-physician nephrology practice.
- Performed venipuncture and other blood collection procedures per established standards.
- Achieved 100% specimen accuracy with zero reported incidents across thousands of collections, enhancing patient trust in service.
- Verified patient identity and prepared collection supplies to ensure effective specimen collection.
- Applied accurate specimen labeling and matched samples with requisition forms.
- Maintained cleanliness and organization of work area to ensure safety and efficiency.
- Followed HIPAA guidelines for patient privacy.
- Delivered excellent customer service during patient interactions.
- Managed bi-weekly mobile lab deployment to Spring Hill satellite office, independently transporting and operating a full mobile kit to provide accessible care.
Phlebotomist
Quest Diagnostics
Pittsburgh, Pennsylvania
10.2018 - 06.2019
- Completed venipuncture and capillary specimen collections.
- Verified patient identity and prepared collection supplies before specimen draws.
- Applied accurate specimen labels and matched samples with requisition forms.
- Processed blood samples for transport, storage, and laboratory testing.
- Supported daily operations as part of a small team in high-volume diagnostic laboratory, ensuring timely specimen processing.
- Relocated to multiple Quest sites and provided assistance at regional headquarters during peak demand periods, enhancing operational capacity.
Phlebotomy Intern
Quest Diagnostics
Pittsburgh, Pennsylvania
04.2018 - 05.2018
- Completed 300+ blood draws during 2-month internship with zero patient complaints.
- Processed blood samples using centrifuge, ensuring accurate results through proper handling procedures.
- Labeled tubes and prepared specimens for laboratory processing.
- Provided patient reassurance and quality customer service, earning recognition from site supervisors for outstanding patient interactions.
- Followed HIPAA guidelines during patient interactions and record handling.
- Maintained clean workstations and sanitized phlebotomy equipment to uphold safety and hygiene standards.
Education
Diploma - Phlebotomy
Community College of Allegheny County
Pittsburgh, PA05-2018
Some College (No Degree) - General Education
Community College of Allegheny County
Pittsburgh, PASkills
- Customer inquiry handling
- Call management
- Appointment scheduling
- Insurance verification
- Patient registration
- Data entry management
Timeline
Customer Service Representative
Lapels Dry Cleaning
04.2026 - Current
Patient Care Technician
Ally Psychiatry
09.2024 - 04.2026
Phlebotomist
Med Lake Labaratory LLC
10.2023 - 09.2024
Phlebotomist
Associated Pathologist LLC
10.2019 - 08.2023
Phlebotomist
Quest Diagnostics
10.2018 - 06.2019
Phlebotomy Intern
Quest Diagnostics
04.2018 - 05.2018
Diploma - Phlebotomy
Community College of Allegheny County
Some College (No Degree) - General Education
Community College of Allegheny County