Lolita Walton
Dallas,TX
Summary
Adept at enhancing customer and patient experiences, I leveraged empathetic communication and data entry skills at AmerisourceBergen to surpass customer satisfaction goals by 15%. My background includes precise documentation, complaint resolution, and a track record of improving product satisfaction and team performance, demonstrating a commitment to excellence and results. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Competent Phlebotomy Technician with Number years of experience working in high-volume, fast-paced hospital settings. Highly knowledgeable in routine blood drawing procedures and using vacutainer tubes, tourniquets, syringes, butterfly needles and straight needles. Committed to maintaining highest quality standards when collecting, labeling and processing samples and specimens.
Overview
12
12
years of professional experience
Work History
CNA
Cheyenne Medical Lodge
Sunnyvale, TX
12.2023 - Current
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Phlebotomist
Phlebotomy Training Specialists | Phlebotomy Certification
Richards, TX
02.2024 - 07.2024
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Used personal protective equipment correctly to protect coworkers and patients.
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
- Reviewed patient records for accuracy and completeness.
- Promoted a positive atmosphere within the phlebotomy department through active participation in team meetings and effective communication with colleagues.
- Organized daily work based on collection priority.
- Actively engaged with patients to educate them on proper post-draw care, reducing potential complications and ensuring their comfort throughout the process.
- Contributed to a reduction in wait times by quickly assessing patient needs, prioritizing cases based on urgency, and efficiently completing blood draw procedures.
- Contributed to the development of phlebotomy training materials, enhancing the skillset of new employees and improving overall team performance.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Verified patients' identification for proper sample collection.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Assisted in training and onboarding new phlebotomists.
- 55 plus sticks
Remote Customer Service Representative
AmerisourceBergen
09.2019 - 12.2023
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Consistently exceeded customer satisfaction goals by an average of 15% through effective communication and problem-solving techniques.
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Customer Service Coordinator
AllianceRx Walgreens Prime Specialty
11.2016 - 09.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
Claims Benefit Specialist
WORLEY CATASTROPHE CLAIMS
04.2015 - 10.2016
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Conducted full claim investigations and reported updates and legal actions.
Pharmacy Benefits Manager
Connextion
02.2012 - 02.2015
- Directed and controlled 401K, medical, dental, and vision benefit packages.
- Evaluated different providers offering range of services, coverages and plan options to pick optimal choice.
- Educated new hires about different benefit plans.
Education
High School Diploma -
James Madison High School
Certificate - Phlebotomy
Phlebotomy Training Specialist
Richardson, TX07.2024
Skills
- P>Claims
- P>Empathetic
- P>Data entry
- P>Complaint resolution
- P>Professional telephone demeanor
- P>Creative problem solving
- P>CRM
- P>POS systems expert
- P>Medical terminology knowledge
- P>Multi-line phone talent
- P>Service standard compliance
- P>Receiving support
- P>Technical Support
- P>Account management
- P>Order fulfillment
- P>High-volume call centers
- P>Typing 50 wpm
- P>Documentation and reporting
- P>Written and oral communication
- 50 plus Sticks
Timeline
Phlebotomist
Phlebotomy Training Specialists | Phlebotomy Certification
02.2024 - 07.2024
CNA
Cheyenne Medical Lodge
12.2023 - Current
Remote Customer Service Representative
AmerisourceBergen
09.2019 - 12.2023
Customer Service Coordinator
AllianceRx Walgreens Prime Specialty
11.2016 - 09.2019
Claims Benefit Specialist
WORLEY CATASTROPHE CLAIMS
04.2015 - 10.2016
Pharmacy Benefits Manager
Connextion
02.2012 - 02.2015
High School Diploma -
James Madison High School
Certificate - Phlebotomy
Phlebotomy Training Specialist