Jennifer Trotter
Coon Rapids,MN
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
18
18
years of professional experience
Work History
Patient Services Supervisor
Quest Diagnostics
Fridley, MN
04.2018 - Current
- Responsible for daily operations of all assigned facilities, PSCs and in-office phlebotomy.
- Implements SOPs for phlebotomy services in accordance with Quest Diagnostics guidelines.
- Where applicable, ensures all Federal, State & local licensure requirements are met, working with the QA and Medical Director's offices.
- Ensures all Laboratory testing QA/QC documentation is complete and reviewed as required.
- Oversees safety, maintenance, and cleanliness of facilities (including upgrades, repairs, etc.)
- Performs site visits at all assigned PSCs/ IOPs and document findings. Performs QA audits. Site visits scheduled appropriately to provide adequate supervision.
- Relocate/open/close PSCs, IOPs and RRLs.
- Oversees inventory process for supervised facilities.
- Participates in the interview, selection and hiring of new employees.
- Responsible for training, coaching, supervision and development of staff.
- Monitors on-going performance of employees; provides corrective action and counseling as required. Performs mid-year and annual performance appraisals.
- Holds regularly scheduled meetings for dissemination of all information to staff.
- Tracks/enters time/attendance of employees.
- Prepares schedules with minimal overtime for employees. Maintains adequate coverage for all facilities.
- Prepares month-end reports.
- Investigates/resolves and responds to customer complaints appropriately and effectively.
- Responsible to ensure Quest improvement and/or standardization initiatives are implemented.
- Supervisor participates to assure fiscal responsibilities of the department are met. This includes implementation of cost containment programs, management of overtime, and participation in standardization initiatives and needs assessment for capital expenditures.
- Organizes and leads projects both within the workgroup and with cross-functional groups. May be required to give presentations and speak in groups.
- Demonstrates and lives the Values of Quest Diagnostics.
- All other duties as assigned, within scope of the position.
Phlebotomy Group Lead
Quest Diagnostics
New Brighton, MN
08.2011 - 03.2018
- Collect specimens according to established procedures. This includes, but not limited to: drug screens, biometric screening and insurance exams.
- Administer oral solutions according to established training.
- Research test/client information and confirm and verify all written and electronic orders by utilizing lab technology systems or directory of services.
- Responsible for completing all data entry requirements accurately including data entry of patient registration; entry of test order from requisition or pulling order from database; managing Standing Orders.
- Enter billing information and collect payments when required, including the safeguarding of assets and credit card information.
- Data entry and processing specimens including: labeling, centrifuging, splitting, and freezing specimens as required by test order.
- Perform departmental-related clerical duties when assigned such as data entry, inventory, stock supplies, and answer phones when needed.
- Read, understand and comply with departmental policies, protocols and procedures: (i.e. Procedure Manuals, Safety Manual, Compliance Manual, Automobile Policies and Procedures, Employee Handbook, Quality Assurance Manual); and ensure that all staff members follow instructions.
- Perform verification of patient demographic info/initials including patient signature post-venipuncture to verify tubes were labeled in their presence and that the name on the label is correct.
- Assist with compilation and submission of monthly statistics and data.
- Maintain all appropriate phlebotomy logs in a timely manner and based on frequency, such as maintenance logs and temperature logs.
- Complete training courses and keep up-to-date with the latest phlebotomy techniques.
- Travel to Territory Manager meeting if held off-site or off normal shift.
- Participate on special projects and teams.
- Stay up-to-date on company communications and assist with the distribution of technical information to the work group.
- Perform Point of Care (POC) testing at those sites where needed and the complete training/competency evaluations per Standard Operating Procedure (SOP).
- With appropriate training, act as mentor and resource for new employees, assisting with transition into the PSC work environment and the familiarity with established procedures.
- Assist with periodic inventory counts.
- Assist with the preparation of schedules for the assigned workgroup or PSCs.
- Communicate professionally with clients to resolve or refer, and document problems, prepare problem documentation and report critical issues as they occur.
- Ensure staff is following all safety precautions by wearing a clean, button lab coat, gloves and face shield when required.
- Assist supervisors with the implementation of SOPs and the distribution of technical information and communication to the workgroup in accordance with Quest Diagnostics guidelines.
- Ensure facilities are neat, clean and in good repair, take appropriate action to advise Supervisor of required repairs and maintenance.
- Will be required to act as a coach, mentor, instructor and resource advisor for new employees, as well as be the point of contact to staff on-site and provide regular input to the supervisor.
- Provide effective onboarding services to new clients.
- Partner with Supervisor to assist the transition process setting up new offices for both PSCs and IOPs.
- Must be able to step in for a PSR III and lead one or more PSR on site.
- Support Patient Inquiries from the website, Office of Chairman and Managed Care, as needed.
- Support the Problem Resolution Line and could be called to the field regarding a patient recollection, as needed.
- Provide input on the performance evaluations of the PSRs.
PSRI, PSRII, PSR Float
Quest Diagnostics
New Brighton, MN
07.2006 - 07.2011
- Assigned a territory to cover phlebotomist duties within a Patient Service Center, doctor’s office, or as business needs dictate
- Draw quality blood samples from patients and prepares those specimens for lab testing
- Collect specimens according to established procedures. This includes, but not limited to: drug screens, biometric screening and insurance exams
- Enter billing information and collect payment when required
- Will be required to coach, mentor, instruct, and be a resource advisor for new employees, as well as be the point of contact to staff on site and provide regular input to the group lead or supervisor
- Travel to additional doctor’s office or Patient Service Center sites when needed
Education
Some College (No Degree) - General Studies
Normandale Community College
Minneapolis, MNSome College (No Degree) - Phlebotomy
Anoka Technical College
Anoka, MNSkills
- Team Management
- Strong leadership
- Effective problem solving
- Recordkeeping
- Effective written and verbal communication
- Process Implementation
- Employee Supervision
- Decision-Making
- Critical Thinking
- Multitasking
References
References available upon request.
Timeline
Patient Services Supervisor
Quest Diagnostics
04.2018 - Current
Phlebotomy Group Lead
Quest Diagnostics
08.2011 - 03.2018
PSRI, PSRII, PSR Float
Quest Diagnostics
07.2006 - 07.2011
Some College (No Degree) - General Studies
Normandale Community College
Some College (No Degree) - Phlebotomy
Anoka Technical College