Jeannie Galloway
Lancaster,KY
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
23
23
years of professional experience
Work History
Quality Analyst
Senture
01.2023 - Current
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Proven ability to learn quickly and adapt to new situations.
- Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
Phlebotomy Supervisor
Home Draws Plus, Inc.
10.2013 - 02.2016
- Reduced patient wait times through strategic scheduling and workflow adjustments.
- Conducted regular performance evaluations for team members, providing constructive feedback for continuous improvement.
- Improved patient satisfaction by consistently providing efficient and accurate blood draws.
- Assisted in training and onboarding new phlebotomists.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Provided support to laboratory staff, facilitating prompt analysis of collected samples for expedited results delivery.
Ophthalmic Assistant
Lake Eye Associates
11.2004 - 04.2007
- Supported ophthalmologists during surgical procedures by preparing patients for surgery, sterilizing instruments, and passing required tools efficiently.
- Collaborated with insurance providers for accurate billing submissions and timely reimbursement of services rendered by the ophthalmology practice.
- Assisted in the diagnosis of ocular conditions by performing various tests such as visual acuity measurements, tonometry readings, and optical coherence tomography scans.
- Reviewed surgical plans and patient charts in order to prepare correct paperwork.
Phlebotomy Team Lead
Central Florida Blood Centers
11.2003 - 01.2005
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
Medical Assistant
Dr. Perth Blake
09.2003 - 11.2004
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
Phlebotomist
Florida Hospital Waterman
09.2001 - 09.2004
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
- Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between order and nursing station logs.
- Reviewed and processed requisitions for laboratory tests.
- Followed established safety protocols and standards to minimize risk of infection and injury.
- Contributed to a reduction in wait times by quickly assessing patient needs, prioritizing cases based on urgency, and efficiently completing blood draw procedures.
Education
Cosmetology - cosmetology
The Salon Professional Academy
The Villages, FL04.2007
High School -
Umatilla High School
Umatilla, FL01.2000
Skills
- Audit processes
- Quality Improvement
- Quality processes
- Active Listening
- Highly Professional
- Critical Thinking and Problem Solving
- Microsoft Office proficient
- Solid Organizational Skills
- Strong written and verbal communication skills
- Calm Under Pressure
- Problem-solving mindset
- Organization, prioritizing, and multi-tasking
Timeline
Quality Analyst
Senture
01.2023 - Current
Phlebotomy Supervisor
Home Draws Plus, Inc.
10.2013 - 02.2016
Ophthalmic Assistant
Lake Eye Associates
11.2004 - 04.2007
Phlebotomy Team Lead
Central Florida Blood Centers
11.2003 - 01.2005
Medical Assistant
Dr. Perth Blake
09.2003 - 11.2004
Phlebotomist
Florida Hospital Waterman
09.2001 - 09.2004
Cosmetology - cosmetology
The Salon Professional Academy
High School -
Umatilla High School