Jocelyn Rivera
Springfield,MA
Summary
Hi,
My name is Jocelyn Rivera!
I value being professional with significant expertise in team leadership and operational management. My proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
I pride myself on being an energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
5
5
years of professional experience
Work History
Supervisor
Biolife Plasma Services
12.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Phlebotomist Technician
Biolife Plasma Services
01.2023 - Current
- Maintained accurate donor records through diligent data entry and documentation efforts.
- Enhanced donor experience by providing exceptional customer service and maintaining a clean, organized workspace.
- Ensured donor safety and comfort by closely monitoring vital signs during the donation process.
- Assisted in achieving center goals by successfully processing a high volume of donors daily.
- Promoted a positive environment for both staff and donors through effective communication and teamwork.
- Supported center leadership by assisting with training new employees on proper procedures and protocols.
- Set up, maintained and verified sterility of lab equipment and tools.
- Followed Good Laboratory Practices (GLP) consistently across daily activities and special products.
- Identified and traced quality control issues impacting laboratory results.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Minimized patient discomfort during blood draws by utilizing proper tourniquet application, needle selection, and insertion techniques.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Centrifuged blood samples as outlined in clinical protocols.
- Achieved successful venipunctures even in challenging situations such as pediatric or geriatric patients with difficult veins.
- Assisted in training new phlebotomists, sharing expertise on proper technique and safety protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Enhanced laboratory efficiency by processing, labeling, and storing specimens according to established protocols.
Medical Front Office Receptionist
AFC Urgent Care
05.2022 - 01.2023
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Maintained a clean and welcoming reception area to ensure a positive first impression for all visitors to the medical facility.
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Increased patient satisfaction, managing insurance verifications and addressing billing inquiries professionally and promptly.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Managed multi-line phone system and pleasantly greeted patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Improved patient communication, providing clear instructions for upcoming appointments or procedures as needed.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Increased privacy compliance by strictly adhering to HIPAA regulations when handling sensitive patient information both digitally and physically.
- Obtained payments from patients and scanned identification and insurance cards.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Performed various administrative tasks by filing, copying and faxing documents.
- Prepared and processed patient referrals and transfer requests.
- Processed medical insurance claims and payments.
- Registered and verified patient records before triage with most up-to-date information.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Received and routed laboratory results to correct clinical staff members.
- Placed new supply orders, managed inventory and restocked clerical spaces.
Medical Receptionist
Mont Marie Rehab & Healthcare Center
08.2021 - 01.2022
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Transcribed phone messages and relayed to appropriate personnel.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Supported office staff and operational requirements with administrative tasks.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
Nursing Assistant
Mont Marie Rehab & Healthcare Center
01.2021 - 01.2022
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Improved patient satisfaction by providing compassionate assistance with daily activities, such as bathing, dressing, and feeding.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Increased patient engagement by providing emotional support, companionship, and encouragement during challenging times.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Documented care actions by completing records and logs in medical software system.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds.
- Assisted nursing staff with wound care procedures for faster healing and reduced infection rates.
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms.
- Facilitated efficient patient transfers, reducing risk of injury through proper body mechanics and use of assistive devices.
- Reinforced positive care environment by engaging patients in meaningful activities and conversations.
- Optimized inventory management for medical supplies, preventing shortages and supporting patient care.
- Supported end-of-life care, offering emotional support to patients and families during difficult times.
- Maintained detailed patient records, ensuring accurate documentation of care and treatment plans.
- Coordinated with dietary staff to ensure patient nutritional needs were met, promoting overall health.
- Elevated hygiene standards in patient rooms, utilizing sterilization techniques and infection control protocols.
Customer Service Cashier
Walgreens
09.2019 - 01.2020
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
- Answered product questions using knowledge of sales and store promotions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Demonstrated versatility by cross-training in various departments throughout the store when required.
- Redeemed coupons to discount purchases.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Promoted store loyalty programs to customers to enhance engagement and repeat business.
- Enhanced store security by identifying and reporting suspicious activities.
- Handled cash with high accuracy and took care to check bills for fraud.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
Education
High School Diploma -
West Springfield Highschool
West Springfield, MA06-2020
Skills
- Training and mentoring
- Processes and procedures
- Schedule development
- Priority management
- Department organization
- Multitasking Abilities
- Reliability
- Conflict Resolution
- Professionalism
- Team Leadership
- Operational Efficiency
Timeline
Supervisor
Biolife Plasma Services
12.2023 - Current
Phlebotomist Technician
Biolife Plasma Services
01.2023 - Current
Medical Front Office Receptionist
AFC Urgent Care
05.2022 - 01.2023
Medical Receptionist
Mont Marie Rehab & Healthcare Center
08.2021 - 01.2022
Nursing Assistant
Mont Marie Rehab & Healthcare Center
01.2021 - 01.2022
Customer Service Cashier
Walgreens
09.2019 - 01.2020
High School Diploma -
West Springfield Highschool