LaTrilla Cassey
Customer Service, Phlebotomists & Notary
Dallas,TX
Summary
Personable Customer Service Associate dedicated to providing the highest level of customer service. Outgoing, and efficient with the capacity to multi-task. Well versed in sales and medical products, services and consumer trends. Progressive background includes Clinical Liaison and Phlebotomist role, training and mentor new staff . Caring Clinical Liaison with over 20 years of experience serving as a vital link between patients and physicians. Understanding and accommodating with excellent communication and interpersonal skills. Talented at communicating patient needs to healthcare providers and ensuring those needs are met through periodic evaluations and inspections.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Clinical Liaison/ Phlebotomist
EP Lab Service
01.2017 - 07.2024
- Conducted follow up phone calls to discharged patients and solicited feedback about their hospital experience.
- Collected data about patient care problems and reported it to appropriate departments.
- Utilized performance measurement to improve patient outcomes.
- Provided excellent direct patient care through phone calls and emails.
- Recruited, trained and managed volunteers.
- Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines.
- Provided essential support during emergencies or crises situations, working closely with hospital staff to ensure appropriate patient placement and timely admission into post-acute care settings.
- Improved overall facility performance by participating in quality improvement initiatives targeting key metrics such as length of stay or patient satisfaction scores.
Clinical Liaison
Progressive Health Diagnostics
02.2015 - 01.2017
- Supervised 15 other practitioners and employees, led recruiting and hiring, managed employee review process and ensured compliance with state and federal regulations.
- Actively participated in unit-based Quality Assurance Program.
- Supported patients with customized patient teaching tools.
- Educated customers on product and service offerings.
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Facilitated seamless transitions of care for patients entering rehabilitation services, resulting in reduced anxiety and improved healing environment.
- Reduced hospital readmission rates by closely monitoring patients'' progress and ensuring appropriate follow-up care upon discharge.
Paramed Examiner
Exam One Quest Diagnostics
02.2014 - 03.2015
- Followed physician orders when administering therapeutic phlebotomy.
- Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
- Determined donor eligibility by conducting screenings, interviewing prospective donors, and obtaining medical histories.
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
- Accurately labeled vacutainer tubes with patient name, date and time of collection.
- Spoke with patient to gather information for lab records, reduce their fear or anxiety, and optimize their cooperation.
- Managed various general office duties such as answering multiple telephone lines, completing insurance forms and mailing monthly invoice statements to patients.
- Trained new staff on quality control procedures.
- Provided clear explanations of decisions made during examinations, enhancing transparency between applicants and organization.
- Mentored junior examiners on best practices for conducting thorough evaluations while adhering to established guidelines.
- Conducted comprehensive reviews of complex applications, ensuring all necessary documentation was obtained before rendering a decision.
Education
Associate of Applied Science - Clinical Lab Science
Northwestern State University of Louisiana
Natchitoches, LA 05.2001 -
High School Diploma - General Studies
Neville High School
Monroe, LASkills
Resolving issues
Analytical abilities
Data gathering
Opening/closing procedures
Excellent multi-tasker
Strong Customer Service skills
Strong organizational skills
Telecommunication skills
Detail-oriented
Recruiting and training
Staff performance evaluations
Strong medical ethic
Broad medical terminology knowledge
Processing payment
Team development
Interpersonal skills
Advanced testing procedures
Training proficiency
Medical terminology expertise
Clinical assessment
Healthcare Industry Knowledge
Medical record review
First Aid Certified
Medical Records Maintenance
Patient Eligibility Requirements
Insurance Coverage Verification
Patient Advocacy
Patient account management
Benefits Explanation
Knowledge of Community Services and Programs
Medical Terminology
Legal knowledge
First Aid Training
Classroom Instruction
Certification
Phlebotomy Instructor
Timeline
Clinical Liaison/ Phlebotomist
EP Lab Service
01.2017 - 07.2024
Clinical Liaison
Progressive Health Diagnostics
02.2015 - 01.2017
Paramed Examiner
Exam One Quest Diagnostics
02.2014 - 03.2015
Associate of Applied Science - Clinical Lab Science
Northwestern State University of Louisiana
05.2001 -
High School Diploma - General Studies
Neville High School