Jennifer Smith
McSherrystown,PA
Summary
Highly skilled Phlebotomist possessing relevant experience in fast-paced healthcare environments. Strong abilities in patient care, quality control and data management make for efficient and safe blood collection procedures, including geriatric, pediatric and therapeutic phlebotomy. Demonstrated skills in building rapport with diverse patients, ensuring comfort during venipuncture processes. Previous roles have resulted in increased efficiency and improved patient satisfaction rates.
Overview
16
16
years of professional experience
Work History
Phlebotomist
UPMC Pinnacle
Hanover , PA
10.2022 - Current
- Verified patient information prior to specimen collection.
- Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
- Identified best veins for intravenous lines and blood draws, avoiding unnecessary pokes.
- Provided assistance to clinical staff during patient visits.
- Monitored inventory levels of supplies used in phlebotomy services.
- Collaborated with healthcare teams to enhance patient care and improve specimen collection processes.
- Conducted patient interviews and verified medical records to confirm test requisitions.
- Prepared and packaged specimens for courier transport.
- Utilized aseptic techniques to prevent infection and cross-contamination during blood collection.
- Monitored patients for adverse reactions and provided immediate care as needed.
- Mentored newly hired medical personnel in phlebotomy techniques and protocols.
- Assisted in the training of new phlebotomists.
- Interacted with patients to gather and record data prior to blood draws.
- Performed venipuncture and other blood collection procedures according to established standards.
- Prepared specimens for transport to external laboratories.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
- Managed inventory of phlebotomy supplies and reordered stock as necessary.
- Participated in continuing education to stay current with phlebotomy practices.
- Assisted in the training and mentoring of new phlebotomy staff.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Collected specimens for drug screens, paternity tests and alcohol tests.
- Adhered to all healthcare regulations, including HIPAA and OSHA standards.
- Collected specimens from pediatric, adult, geriatric, and special needs patients.
- Handled special collection procedures, including therapeutic phlebotomy and drug testing.
Phlebotomy Technician
Wellspan Health Services
York , PA
02.2020 - 09.2022
- Collaborated with healthcare teams to enhance patient care and improve specimen collection processes.
- Counseled patients to ease fears, explain procedures, and enhance cooperation during blood draws.
- Prepared and packaged specimens for courier transport.
- Participated in continuing education courses related to phlebotomy techniques.
- Ensured that equipment was properly maintained and sterilized between uses.
- Verified collection orders and communicated discrepancies to nurses.
- Used heel and finger stick methods to obtain blood from capillaries.
- Managed inventory of phlebotomy supplies and reordered stock as necessary.
- Enforced infection control and sharps disposal procedures to protect patients, co-workers and self.
- Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
- Collaborated with laboratory personnel to resolve specimen issues.
- Used multiple electronic medical software to conduct patient intakes and send correspondence.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Adhered to all healthcare regulations, including HIPAA and OSHA standards.
- Verified patient identification prior to collection of specimens using two forms of ID verification.
- Coordinated workflow based on stat, schedule, or outpatient needs.
- Collected specimen samples and transported to laboratory for processing.
- Stored collected specimens according to established protocols for transport to the laboratory.
- Educated patients regarding the procedure and answered any questions they had.
- Followed safety protocols while handling hazardous materials such as bio-hazardous waste or chemicals used in phlebotomy techniques.
- Collected specimens for drug screens, paternity tests and alcohol tests.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
Customer Service Representative
UTZ Quality Foods
Hanover , PA
04.2018 - 01.2020
- Resolved customer complaints promptly and efficiently.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Identified opportunities for upselling additional products or services based on customer needs.
- Updated databases with new and modified customer data.
- Strengthened customer retention by offering discount options.
Customer Service Representative
Tractor Supply Company
Hanover, PA
09.2016 - 03.2018
- Resolved customer complaints promptly and efficiently.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Answered inbound calls, chats and emails to facilitate customer service.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Mentored junior team members and managed employee relationships.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Identified opportunities for upselling additional products or services based on customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Strengthened customer retention by offering discount options.
- Collected deposits or payments and arranged for billing.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Prevented key account losses by researching discrepancies and correcting problems.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Answered customer inquiries via phone, email, and chat.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Supported sales team members to drive growth and development.
- Took special orders in person and over telephone, generating additional revenue every month.
- Developed positive relationships with customers through friendly interactions.
- Surpassed sales goals through implementation of successful marketing strategies.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Implemented innovative methods for streamlining the customer service process.
Teller
Belco Community Credit Union
Hanover , PA
04.2016 - 03.2018
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Performed special services for customers, ordering bank cards and checks.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Resolved problems or discrepancies concerning customers' accounts.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Assisted customers in opening new accounts and completing required paperwork.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Performed daily reconciliation of teller drawer within established limits.
- Identified transaction errors when debits and credits did not balance.
- Continuously updated knowledge about banking products, services, policies and regulations.
- Leveraged customer service and sales abilities to consistently meet performance goals.
- Reported daily averages and shortages to operations department.
- Resolved customer complaints quickly and efficiently in order to maintain positive relationships with clients.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Followed up on requests from customers in a timely manner.
- Maintained confidentiality of bank records and client information.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Liaised between bank branches regarding best practices and operations.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
- Adhered to financial services security and audit procedures.
- Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
- Maintained accurate records of all transactions for compliance purposes.
- Opened new checking, savings and lines of credit for customer accounts.
- Provided exceptional customer service while accurately processing routine transactions.
- Maintained confidentiality of all customer records and information according to company policies.
Food Service Worker
York Street Treat
Hanover , PA
03.2012 - 09.2016
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
- Cleaned and sanitized work areas, equipment, utensils, dishes, and silverware.
- Greeted customers upon arrival in the dining area.
- Assisted in the preparation of food items according to recipes and instructions.
- Operated dishwashing machines safely and efficiently.
- Checked temperatures of freezers, refrigerators and heating equipment to ensure proper functioning.
- Performed opening and closing duties such as setting up workstations with necessary supplies.
- Prevented spoilage and cross-contamination by storing food in designated containers and storage areas.
- Set up, restocked and cleaned dining areas.
- Followed food safety regulations pertaining to sanitation, food handling and storage.
- Maintained safe food handling practices to prevent germ spread.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Stocked supplies such as food, dishes, utensils, and cleaning materials.
- Assisted with inventory management and restocking supplies as needed.
- Rotated inventory to reduce waste and optimize freshness.
- Performed variety of duties related to food service.
- Utilized point-of-sale systems for taking orders from customers.
- Made meals in accordance with company standards and requirements.
- Collaborated with team to deliver timely service of items.
- Maintained cleanliness standards for all service areas including dining room, kitchen and storage areas.
- Operated kitchen equipment in alignment with OSHA protocols and manufacturer instructions.
- Monitored inventory to keep adequate stock of food items and supplies.
- Prepared beverages such as coffee, tea, soda.
- Stored perishable food items in freezer or refrigerator to protect from spoilage.
- Assisted with unloading deliveries from suppliers into storage areas.
Pharmacy Clerk
Walmart
Hanover , PA
10.2008 - 06.2011
- Conducted regular checks of expiration dates on medications, removing outdated stock.
- Verified accuracy of prescriptions filled by pharmacists.
- Ensured compliance with federal and state pharmacy regulations and laws.
- Checked expiration dates on prescription drugs to ensure potency.
- Participated in continuing education programs to stay informed on pharmacy practices and product knowledge.
- Answered customer inquiries regarding drug interactions, side effects, dosage and storage information.
- Assisted in managing pharmacy's social media accounts and online presence.
- Communicated with insurance companies for billing purposes.
- Prepared and delivered medication to patients in a timely manner.
- Operated cash register, handled financial transactions, and balanced cash drawer at the end of shifts.
- Provided guidance to customers on over-the-counter medications and healthcare supplies.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Answered customer questions about prescribed and OTC medications.
- Performed administrative tasks such as filing paperwork, answering phone calls, responding to emails.
- Restocked shelves and prepared expired drugs for return.
- Assisted customers by answering questions, locating items or referring to pharmacist for medication information.
- Adhered to safety procedures while handling hazardous materials like chemicals used in compounding medications.
- Collaborated with pharmacy team to implement promotional events and health screenings.
- Responded to customer issues to provide immediate resolution and improve retention.
- Maintained clean and organized pharmacy environment, adhering to safety and sanitation protocols.
- Processed payments from customers using cash registers or other electronic systems.
- Maintained pharmacy inventory, including ordering and stocking supplies.
- Answered telephone calls promptly and assisted customers by directing calls to appropriate personnel.
Education
Certificate of Technical Studies - Phlebotomy
Wellspan Health Phlebotomy Course
York Pa05-2020
Skills
- Patient confidentiality
- Donor screening
- Venipuncture
- EMR recordkeeping
- Blood collection
- Medical records handling
- HIPAA compliance
- Recording data
- Venipuncture expertise
- Proper labeling
- Quality assurance
- Skin puncture
- Emergency response training
- Butterfly needle technique
- Geriatric phlebotomy
- Therapeutic phlebotomy
- Pediatric Phlebotomy
- Medical terminology
- Process improvement initiatives
- Quality control
- Communication
- Data entry
- Personal protective equipment usage
- Patient assessment
- Sample and specimen collection
- Blood culture collection
- Patient care
- Specimen labeling procedures
- Regulatory compliance
- Venipuncture and capillary puncture
- Laboratory procedures understanding
- Blood collection techniques
- Order of draw
- Multi-sample collection
- Technical troubleshooting
- Specimen preparation
- Patient preparation
- Sample labeling
- Paperwork processing
- Sanitation and sterilization
- Patient support
- Adaptable approach
- Capillary puncture
- Sample storage
- Quality control guidelines
- HIPAA
- Specimen handling
- Infection control
- Specimen collection and storage
- Health and safety
Affiliations
Hunting, Fishing, Horseback riding, crafts, reading and cooking
References
References available upon request.
Timeline
Phlebotomist
UPMC Pinnacle
10.2022 - Current
Phlebotomy Technician
Wellspan Health Services
02.2020 - 09.2022
Customer Service Representative
UTZ Quality Foods
04.2018 - 01.2020
Customer Service Representative
Tractor Supply Company
09.2016 - 03.2018
Teller
Belco Community Credit Union
04.2016 - 03.2018
Food Service Worker
York Street Treat
03.2012 - 09.2016
Pharmacy Clerk
Walmart
10.2008 - 06.2011
Certificate of Technical Studies - Phlebotomy
Wellspan Health Phlebotomy Course
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