Kimberly De Dios
Hackensack,NJ
Summary
Dynamic customer care representative with extensive experience at Quest Diagnostics, excelling in health information management and problem resolution. Proven ability to enhance customer satisfaction through effective communication and compliance adherence. Recognized for maintaining confidentiality while delivering empathetic support, ensuring superior service in high-pressure environments.
Overview
14
14
years of professional experience
Work History
Customer care representative
Quest Diagnostics
Clifton, NJ
01.2019 - Current
- Supports assigned client group(s) performing moderate complexity health related customer excellence activities.
- Typically makes moderately complexity, inbound and outbound, health related customer calls following set scripts, procedures.
- Maintains complete customer/patient confidentiality for all health, personal and other customer information.
- Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
- Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
Lab Assistant III
Quest Diagnostics
Clifton, NJ
01.2019 - Current
- Responsible for all duties of the Pre-Analytical Assistant III; meets or exceeds productivity and quality standards for Pre-Analytical Assistant I and II tasks [when required]; able to recognize and solve more complex problems on a routine basis.
- Pending Review and Problem Resolution.
- Perform specimen receiving, labeling, handling and preparation.
- Assist with pre-analytical preparation of specimens (e.g., printing labels, uncap/cap specimen tubes, aliquot specimens, prepare racks, worklists, enter/scan specimens and load automated instruments).
- Record digital temperature; notify licensed personnel if temperature is out of range.
- Assist with monitoring the department pending and overdue lists, which includes, searching, locating, following up and filing appropriate documentation.
- Comply with all health and safety policies, procedures and practices. Required to use personal protective equipment.
Specimen Handler II
Spectra laboratory
Rockleigh, NJ
01.2016 - 01.2019
- Performs functions that require full knowledge of general aspects of the job.
- Works on assignments that are semi-routine in nature, but recognizes the need for occasional deviation from accepted practice.
- Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involve obtaining or providing information or data requiring some explanation or interpretation.
- May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor.
- In the Specimen Processing Area:
- Able to perform all tasks of Specimen Handler I.
- Processes manual lab orders, scans tubes and verifies receipts.
- Processes add on tests.
- Resolves problem tubes and process unspun and insufficiently spun tubes.
- Escalates issues to supervisor for resolution, as deemed necessary.
- Assist with various projects as assigned by direct supervisor.
Cashier /Coffee Barista
Dunkin Dounts
Montvale, New Jersey
01.2012 - 01.2016
- Prepare food and beverages
- Understand the restaurant menu, including limited-time offers and promotions, and be able to answer guest questions
- Meet speed of service standards while delivering accurate orders to guests
- Serve and communicate with guests
- Maintain a guest-focused culture in the restaurant
- Communicate effectively with managers and coworkers
Education
High School Diploma -
Spring Valley High School
Spring Valley, NY06.2009
Skills
- Health information management
- Customer relationship management
- Problem resolution
- Inbound call handling
- Data entry
- Compliance adherence
References
Available upon Request
Timeline
Customer care representative
Quest Diagnostics
01.2019 - Current
Lab Assistant III
Quest Diagnostics
01.2019 - Current
Specimen Handler II
Spectra laboratory
01.2016 - 01.2019
Cashier /Coffee Barista
Dunkin Dounts
01.2012 - 01.2016
High School Diploma -
Spring Valley High School