Lisa Sutton
Lenox
Summary
Diligent Phlebotomist with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
2026
2026
years of professional experience
Work History
Medical Secretary
Berkshire Orthopedics
- Managed patient scheduling, ensuring efficient use of resources and minimizing wait times.
- Coordinated communication between patients and healthcare providers to enhance service delivery.
- Maintained accurate electronic health records, ensuring compliance with privacy regulations.
- Assisted in the preparation of medical documents and reports to support clinical operations.
- Resolved patient inquiries promptly, improving overall satisfaction with services provided.
- Streamlined appointment reminders through automated systems, increasing patient attendance rates.
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained a clean and organized office environment to promote a positive atmosphere for both staff and patients.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Supported office staff and operational requirements with administrative tasks.
- Located, checked in, and pulled medical records for patient appointments and incomplete charts.
- Enhanced office productivity by handling high volume of callers per day.
- Improved billing processes by diligently verifying insurance coverage, submitting claims, and following up on unpaid balances.
Customer Service Representative
Berkshire Precision Tool
02.2024 - 04.2025
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Managed order processing, ensuring timely fulfillment and customer satisfaction.
- Collaborated with team members to improve service delivery and streamline operations.
- Utilized CRM software to track customer interactions and maintain records of communications.
- Provided product knowledge support to enhance customer decision-making processes.
- Enhanced communication skills by engaging with diverse clientele in various situations.
- Implemented feedback mechanisms to gather insights for continuous service improvement efforts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Phlebotomist
Quest Diagnostics, Patient Services
01.2021 - 10.2023
- Collected blood samples using various techniques ensuring patient comfort and safety.
- Maintained accurate records of patient information and specimen handling protocols.
- Assisted in training new staff on phlebotomy procedures and best practices.
- Ensured compliance with safety regulations and infection control standards during procedures.
- Managed inventory of supplies, ordering materials as needed to maintain workflow efficiency.
- Collaborated with healthcare team to coordinate patient care and lab testing schedules.
- Implemented process improvements that enhanced turnaround time for sample processing.
- Provided exceptional customer service, addressing patient concerns with empathy and professionalism.
- Improved patient satisfaction by providing efficient, accurate, and timely blood draws.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Collected fluid or tissue samples by using appropriate collection procedures.
- Reduced patient anxiety by using effective communication skills and demonstrating empathy during blood draws.
- Maintained a high level of accuracy in identifying patients and matching them with their corresponding lab orders.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Demonstrated commitment to patient confidentiality by upholding strict adherence to HIPAA regulations during all interactions and documentation processes.
- Ensured patient safety by adhering to strict infection control protocols during all phlebotomy procedures.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Contributed to a positive work environment by fostering strong relationships with both colleagues and patients.
- Packaged and shipped specimens to central lab daily.
- Supported laboratory operations by maintaining clean, organized, and well-stocked work areas for optimal efficiency.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Handled insurance verification tasks using Software and Software to validate patient insurance information.
- Provided guidance and support to laboratory personnel.
- Monitored supply levels and placed orders for laboratory supplies.
- Assisted in training new Phlebotomy Technicians on best practices, contributing to a skilled workforce.
Phlebotomy Technician
Ultra Wellness Center
12.2018 - 09.2019
- Provided exceptional customer service to patients from diverse backgrounds, ensuring a comfortable experience for all individuals encountered during blood draws.
- 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.
- Enhanced laboratory efficiency through proper specimen handling and labeling procedures.
- Collaborated with clinical staff to ensure appropriate specimen collection for various diagnostic tests.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Increased patient throughput by efficiently prioritizing tasks and managing time effectively during high-volume periods.
- Centrifuged blood samples as outlined in clinical protocols.
- Streamlined the blood collection process through proficient venipuncture and capillary puncture techniques.
- Mitigated risk of errors by closely following established guidelines for specimen transport, storage, and disposal procedures after each collection session.
- Logged patient information and recorded results into system.
- Continuously met and exceeded performance metrics within the department, setting an example for others in terms of accuracy and efficiency.
- Demonstrated adaptability in performing both routine blood collections as well as more specialized collections such as therapeutic phlebotomy or difficult-to-draw patients.
- Promoted an atmosphere of professionalism while working collaboratively with fellow healthcare providers when addressing any concerns or discrepancies regarding testing requirements.
- Exhibited resourcefulness when faced with challenging situations, utilizing problem-solving skills as needed to maintain a high standard of care.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Participated in continuing education programs to stay up to date on new technologies and procedures.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Organized daily work based on collection priority.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Used personal protective equipment correctly to protect coworkers and patients.
- Conducted venipuncture and other CT procedures.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
Lab Processor
Berkshire Medical Center
2002 - 10.2018
- Processed laboratory samples with precision and adherence to safety protocols.
- Performed routine quality control checks on equipment and reagents.
- Assisted in maintaining accurate records of sample tracking and results.
- Collaborated with team members to streamline workflow and improve efficiency.
- Conducted equipment maintenance to ensure optimal performance and reliability.
- Trained new staff on lab procedures, safety standards, and operational protocols.
- Implemented process improvements that enhanced turnaround times for test results.
- Managed inventory of lab supplies, ensuring availability for uninterrupted operations.
- Coordinated with external laboratories when outsourcing tests, ensuring timely receipt of results while maintaining open lines of communication for updates or inquiries.
- Exhibited strong problem-solving skills when faced with unexpected situations or challenges within the laboratory setting, devising effective solutions quickly.
- Collaborated with team members to troubleshoot issues and improve overall laboratory performance.
- Improved interdepartmental communication by establishing clear channels for information exchange between laboratory personnel and other healthcare professionals.
- Supported clinical staff by promptly communicating critical test results and offering assistance in interpreting data.
- Contributed to the development of new testing methods by assisting in research projects and providing feedback on proposed protocols.
- Demonstrated exceptional attention to detail when preparing specimens for analysis, resulting in accurate test outcomes.
- Ensured compliance with safety regulations by conducting routine equipment maintenance and promoting a safe working environment.
- Played an active role in maintaining laboratory inventory levels, ordering necessary supplies before depletion to avoid delays in processing times.
- Maintained a high level of accuracy in sample handling, ensuring proper labeling and storage to prevent crosscontamination.
- Provided exceptional customer service when interacting with patients, addressing concerns and answering questions regarding test procedures or results.
- Enhanced lab efficiency by streamlining sample processing procedures and implementing quality control measures.
Education
High School Diploma -
Lenox Memorial High School
Lenox, MASkills
- Medical terminology
- Clinical support
- Customer service
- Patient scheduling
- Strong organizational skills
- Patient confidentiality adherence
- Medical terminology expertise
- Critical thinking
- Telephone customer support
- Patient check-in
- Professional telephone etiquette
- HIPAA compliance
- Payment collection
- Electronic recordkeeping
- Insurance verification
- EMR updating
- Patient scheduling proficiency
- Detail-oriented approach
- Medical coding basics
- HIPAA
- Interpersonal relationship building
- Provider relations
- Adaptable to change
- Conflict resolution techniques
- ICD-10 coding
- Appointment coordination
- Medical billing codes
- Current procedural terminology (CPT)
Patient appointment coordination
Timeline
Customer Service Representative
Berkshire Precision Tool
02.2024 - 04.2025
Phlebotomist
Quest Diagnostics, Patient Services
01.2021 - 10.2023
Phlebotomy Technician
Ultra Wellness Center
12.2018 - 09.2019
High School Diploma -
Lenox Memorial High School
Medical Secretary
Berkshire Orthopedics
Lab Processor
Berkshire Medical Center
2002 - 10.2018