Ladenia Gordon-Thompson
Phoenix,AZ
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
10
10
years of professional experience
Work History
SME
Cognizant, Cruise
07.2022 - Current
- Worked to create an environment of service excellence for internal and external employees
- Improved user productivity and efficiency through system training and support.
- Provided backup with other areas needs of service
- Analyzed business problems, identifying root causes and developing robust solutions.
- Collaborated with management to identify and prioritize new development concepts.
- Monitored and tracked user progress to identify improvement opportunities.
Customer Service Representative
United health group
02.2020 - 06.2022
- Help clients in ordering medication
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Transfer prescription over to other pharmacies
- Contact doctors and doing overrides and prior authorization
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Behavioral Health Technician
Mark Allen Foundation
08.2017 - 02.2020
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Conducted client rounds to check on residents.
- Facilitated on-site activities, support groups, and outings for clients.
- Taught clients how to complete basic household chores and prepare food.
Phlebotomy Technician
Sonora Quest Laboratories
04.2018 - 06.2019
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Centrifuged blood samples as outlined in clinical protocols.
Phlebotomist Extern
Banner Del Webb Hospital
06.2018 - 07.2018
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Followed physician orders to correctly administer therapeutic phlebotomy.
- Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between order and nursing station logs.
Medical Assistant
Desert Center, Allergy & Chest Disease
10.2015 - 03.2016
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collected and documented patient medical information such as blood pressure and weight.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
Medical Assistant Extern
Now Care Urgent Care
06.2015 - 07.2015
- Prepared exam and treatment rooms for patient visits, availing all necessary supplies and equipment.
- Maintained clean and safe clinic environment to prevent injuries.
- Obtained client medical history, medication information, symptoms, and allergies.
- Scheduled appointments and tests to coordinate patient care.
- Collected histories, vitals, and current complaints via patient interviews.
- Prepared, administered and documented medications under direction of licensed medical provider.
Direct Support Professional
AZ Mentor Network
07.2014 - 07.2015
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
Direct Support Professional
Valley life
05.2013 - 06.2014
- Administered medication as directed by physician.
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe, and well-organized patient environment.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored progress and documented patient health status changes to keep care team updated.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Supervised daily activities and provided assistance to staff.
Education
High School Diploma -
Estrella High School
Avondale, AZ05.2011
Phlebotomy Diploma - Phlebotomy
Brookline College - Phoenix
Phoenix, AZ2018
Medical Assistant Diploma - Medical Assisting
Arizona College
Glendale, AZ11.2015
Skills
- Call Volume Analysis
- Operational Standards
- Regulatory Requirements
- Building Materials
- Charting and Graphing
- Personnel Records
- Maintaining Clean Work Areas
- Strategic Decision-Making
- Transfer Processes
- Customer Care
- Emergency Calls
- Workflow Processes
Additional Information
- Well-organized person who comes to work every day and on time. Ready and willing to make patients and employees happy. Skilled at working with people with different diverse backgrounds and mental issues.
Timeline
SME
Cognizant, Cruise
07.2022 - Current
Customer Service Representative
United health group
02.2020 - 06.2022
Phlebotomist Extern
Banner Del Webb Hospital
06.2018 - 07.2018
Phlebotomy Technician
Sonora Quest Laboratories
04.2018 - 06.2019
Behavioral Health Technician
Mark Allen Foundation
08.2017 - 02.2020
Medical Assistant
Desert Center, Allergy & Chest Disease
10.2015 - 03.2016
Medical Assistant Extern
Now Care Urgent Care
06.2015 - 07.2015
Direct Support Professional
AZ Mentor Network
07.2014 - 07.2015
Direct Support Professional
Valley life
05.2013 - 06.2014
High School Diploma -
Estrella High School
Phlebotomy Diploma - Phlebotomy
Brookline College - Phoenix
Medical Assistant Diploma - Medical Assisting
Arizona College
Similar Profiles
Olivia OronaOlivia Orona
Customer Success Specialist at Cruise GM (Cognizant Solutions Contractor)Customer Success Specialist at Cruise GM (Cognizant Solutions Contractor)
Isidoro Di FriscoIsidoro Di Frisco
Staff Chief Engineer at Columbia Cruise Service Marella Cruise LinesStaff Chief Engineer at Columbia Cruise Service Marella Cruise Lines
TRACY CLENSHAWTRACY CLENSHAW
Director, Commercial & Supply at Cruise 1st - Sunshine Cruise Holidays LimitedDirector, Commercial & Supply at Cruise 1st - Sunshine Cruise Holidays Limited
Alexandra BerryAlexandra Berry
Service Coordinator at Presidential Pools, Spas & PatioService Coordinator at Presidential Pools, Spas & Patio
Jovan WilderJovan Wilder
Real Estate Agent at Jason Mitchell GroupReal Estate Agent at Jason Mitchell Group