Jennifer Vickers
Springfield,OH
Summary
Detail-oriented Customer Service and Healthcare Professional experienced in phlebotomy and laboratory settings. Managed high volumes of inbound calls while fostering strong customer relationships and achieving satisfaction through effective communication. Focused on leveraging CRM systems and active listening skills to enhance service delivery and contribute to organizational success.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Centene
Clayton, MO
10.2021 - Current
- Resolved customer inquiries via telephone and written correspondence, ensuring timely and appropriate responses to enhance customer satisfaction.
- Using current reference materials, answer inquiries from members and/or providers regarding claims, eligibility, coverage benefits, authorizations and pharmacy related matters.
- Provide assistance to members and/or providers regarding website registration and navigation.
- Documented activities for quality and metrics reporting through Customer Relations Management application, contributing to improved service delivery.
Laboratory Assistant
Madison Health
London, OH
09.2020 - 10.2021
- Obtained blood and non-blood specimens for laboratory testing, contributing to comprehensive diagnostic processes.
- Performed routine and stat phlebotomy on patients across age spectrum, ensuring accurate and timely sample collection.
- Processed specimens for in-house and reference laboratory testing, including Chain of Custody urine drug screens and breath alcohol tests, ensuring compliance with DOT and non-DOT certification standards.
- Follows all Laboratory policy and procedures for patient identification and sample collection.
Hospital Phlebotomy
Compu Net Clinical Laboratories
Dayton, OH
07.2015 - 09.2020
- Phlebotomists play a vital role in patients' overall healthcare experience.
- Delivered prompt and courteous customer service while interacting with patients and collecting specimens through venipuncture and capillary procedures, representing laboratory professionals handling, testing, and reporting findings to physicians and caregivers.
- Executed daily responsibilities with precision and attention to detail.
- Proposed innovative ideas and solutions that improved team collaboration and patient care outcomes.
- Collaborated effectively with diverse coworkers to achieve goals and resolve issues related to products and services.
Education
Medical Terminology - Associate
Clark State Community College
Springfield, OHHigh school diploma -
North High School
Springfield, OH 08.1994 - 06.1998
Skills
- Microsoft Powerpoint
- Organizational management
- Customer service
- Data entry
- Client interaction
- Front desk management
- Phone communication
- Animal care
- Appointment scheduling
- Customer engagement
- English Grammar
- Professional experience
- Shipping & receiving
- Order processing
- Stocking
- Medical Billing
- Office experience
- Venipuncture
- Writing skills
- EPIC
- Transcription
- Hospitality
- Training programs
- Microsoft Word
- Microsoft Excel
- Planograms
- Supervising experience
- Product knowledge
- Phlebotomy
- Medical terminology
- Clinic
- BLS
- Upselling
- Cash handling
- Computer Operations
- Medical Records
- Customer support
- Problem solving
- Front desk support
- Time management
- Phone call management
- Communication skills
- Microsoft Office
- Computer operation
- Retail sales
- Windows
- Service orientation
- Technical support
- Cash register
- EMR Systems
- Food service
- Escalated support
- ICD-10
- Insurance verification
- Typing
- Facets
- Patient Care
Certification
Certified Phlebotomy Technician
Languages
English
Timeline
Customer Service Representative
Centene
10.2021 - Current
Laboratory Assistant
Madison Health
09.2020 - 10.2021
Hospital Phlebotomy
Compu Net Clinical Laboratories
07.2015 - 09.2020
High school diploma -
North High School
08.1994 - 06.1998
Medical Terminology - Associate
Clark State Community College