Kenny Sallick
Summary
Accomplished Healthcare Advocate with a proven record of enhancing operational strategies and overcoming challenges through innovative and efficient methods. Strong communication and interpersonal skills facilitate the establishment of trusting relationships within multidisciplinary teams, both in-person and remotely. Notable achievements include significant contributions to service improvements and a commitment to analytical excellence. Ambition drives the goal of expanding professional impact within the healthcare industry.
Overview
8
8
years of professional experience
Work History
Sr.Special Handling Representative
Northwell Health Laboratories
09.2023 - Current
- Utilizing the extended lab knowledge, I’ve acquired spearheading a new CSR position within the Corelab, I was promoted to Northwell’s Special handling
- This sub-department oversees new, large, and problematic businesses
- Granting each client enrolled personal access to their own representative to manage and address any issues that may occur revolving around samples
- Daily review of any pending or not collected orders of each client assigned, ensuring an effective turn-around time for patient care
- Forging a healthy work relationship with clients, resulting in improved communication when addressing any requests or issues
- Submits daily data spreadsheets and escalating any outstanding samples to lab leadership
- Troubleshoot any problematic scenarios via phone/email within an acceptable turn-around time
- Oversees 15+ clients actively and manage other colleague’s workloads if needed
- Relay cancel reports and resolve any errors submitted by client
Sr. Client Service Representative
Northwell Health Laboratories
05.2021 - 09.2023
- Due to standout performance as a Client Services Representative, exceeding department KPIs and a proven track record of accountability and reliability in the execution of my responsibilities, I was promoted into a leadership role in the department
- Ensured new hires were adequately trained and possessed the knowledge and competency to perform their assignments with confidence and accuracy
- Functioned as a mentor and resource for Client Service Representatives to answer questions and ensure daily operations proceeded smoothly
- Supervisor-on-Duty when department leadership was off-site during weekdays, after-hours, overnights and on weekends
- Operated as a field liaison between my department and laboratory leadership to ensure that operational difficulties did not adversely affect patient care
- Facilitated urgent inquiries between healthcare facilities, client services, and lab leadership to ensure timely results and ensure patient care was not adversely affected and issues are resolved promptly
- Helmed high-complexity and high-priority cases and issues to ensure client satisfaction and provide conflict-resolution in instances it is required
- Obtained comprehensive knowledge regarding specimen requirements and high-performance medical-grade testing equipment
- Oversaw escalation procedures of STAT and urgent test results, improperly collected or rejected samples, coordination of specimen transportation between various laboratory facilities
Client Service Representative
Northwell Health Laboratories
08.2017 - 05.2021
- Company Overview: The largest health-based laboratory in the region, with a centralized core laboratory and 60+ hospital, skilled nursing facilities and outpatient locations
- Northwell Health Labs performs over 25 million tests annually
- Fully trained representatives of Northwell Health Labs have a comprehensive knowledge in virtually all aspects of specimen collection, transport, processing and testing in several medical departments, as well as responsible for relaying alert values to providers or any other appropriate parties—all within designated deadlines
- Developed a system to efficiently track, manage and delegate specimen inquiries once assigned to new CFAM facilities as a field liaison
- Achieved 100+ inbound call resolutions, as well as relaying up to and over 100 alert values or specimen inquiries daily on average, resulting in an average performance that is often 140% or greater of what is expected
- Piloted department’s Work from Home Initiative during the 2020 Coronavirus Pandemic to ensure workflow and productivity was achievable in a WFH environment
- Spearheaded interaction with the core laboratory again to ensure Client Service operations and needs were assessed and promptly addressed in conjecture with lab leadership
- Represented Northwell’s Core Lab and mediate communication between laboratory staff and patient care teams from hospitals, physician’s practices, nursing homes and rehab facilities
- Researched and resolved inquiries, issues and concerns that arise during patient care regarding laboratory specimen collection and testing
- Routinely responsible for tracking over 100 stat specimens from its originating facility across the region and health system to our lab in order to ensure urgent testing is completed and the results relayed to physicians within given deadlines
- Assisted in training 15 team members to ensure all hires understand position requirements
- Maintain professionalism when communicating and interacting with patients from diverse backgrounds and in the midst of unpredictable and often difficult circumstances
- Ensured that the infrastructure and tools were in place to efficiently communicate across various facilities amidst relocation efforts
- The largest health-based laboratory in the region, with a centralized core laboratory and 60+ hospital, skilled nursing facilities and outpatient locations
- Northwell Health Labs performs over 25 million tests annually
Education
Associate of Science - Healthcare administration
Nassau Community College
04.2025
A.A.S. - Therapeutic Recreation
LaGuardia Community College
Long Island City, NY05.2020
Skills
- Customer service
- Patient interaction
- Provider interaction
- Mac OS
- Windows OS
- Microsoft Office
- Google Web Applications
- Adobe Acrobat X
- OneNote
- Cerner
- ADL
- SigmaCare
- Clinical specimen collection
- Laboratory logistics
- Written communication
- Verbal communication
- Attention To Detail
- Dedicated Work Ethic
- Applied Research Techniques
- Typing Speed of 100 WPM
References
Available upon request.
Timeline
Sr.Special Handling Representative
Northwell Health Laboratories
09.2023 - Current
Sr. Client Service Representative
Northwell Health Laboratories
05.2021 - 09.2023
Client Service Representative
Northwell Health Laboratories
08.2017 - 05.2021
Associate of Science - Healthcare administration
Nassau Community College
A.A.S. - Therapeutic Recreation
LaGuardia Community College
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