Lacey Nelson
Puyallup,WA
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
11
11
years of professional experience
Work History
Account Manager
CellNetix Pathology and Laboratories
03.2020 - 03.2024
- I effectively managed significant portfolio, diligently overseeing 331 accounts with exceptional 97% retention rate
- Enhanced clinical staff training, resulting in a 30% decrease in specimen submission errors, improving overall patient care
- Improved customer satisfaction by 25% through efficient communication and prompt resolution of issues, resulting in increased loyalty
- Successfully spearheaded onboarding initiatives for new hospitals/healthcare systems, meticulously ensuring project timelines, clinical staff preparedness, and achieving 100% on-time go-live, consequently enhancing client satisfaction
- Streamlined training process for department by coordinating sessions with vendors Roche and Hologic, improving product knowledge and adherence to ASC/ACOG guidelines
- Assisted with project planning from a client perspective, leading to successful execution of 5 projects and 15% revenue growth
- Collaborated with cross-functional teams to identify client needs and create tailored strategies, resulting in 15% increase in positive customer ratings
- Led quarterly business reviews to review pathologist performance metrics, TAT, gather feedback, and identify opportunities for service enhancement and relationship expansion
- Collaborated with IT vendors to successfully implement EMR go lives and test orderable updates for clients, resulting in a 100% satisfaction rate
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Pathology Technician
CellNetix Pathology and Laboratories
08.2013 - 03.2024
- Trained new technicians, sharing expertise to ensure consistent quality across the team.
- Contributed to cost-saving initiatives by efficiently utilizing resources and reducing waste in the lab by 20%.
- Provided exceptional customer service when interacting with patients, addressing their concerns with empathy and professionalism.
- Demonstrated flexibility by quickly adapting to sudden changes in workload or priorities based on patient needs or lab requirements.
- Reduced turnaround time for test results, diligently prioritizing urgent cases.
- Assisted colleagues in troubleshooting technical issues with equipment or procedures, fostering teamwork within the laboratory setting.
- Safeguarded patient privacy through meticulous record-keeping and adherence to HIPAA regulations.
- Strengthened interdepartmental communication by effectively conveying complex information about test results to other medical professionals.
- Collaborated with other healthcare professionals to develop new procedures and protocols.
- Prioritized work assigned, maintained accurate records of work performed and initiated corrective action in case of defective records or inadequate care plans.
Education
GED -
Clover Park Technical College
Lakewood, WA12.2012
Skills
Customer Service
Account Management
Issue Resolution
Teamwork and Collaboration
Strategic Planning
Relationship building and management
Timeline
Account Manager
CellNetix Pathology and Laboratories
03.2020 - 03.2024
Pathology Technician
CellNetix Pathology and Laboratories
08.2013 - 03.2024
GED -
Clover Park Technical College
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