Mary Hawkes
Portsmouth,Va.
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I have 40 + years of experience.
Overview
44
44
years of professional experience
1
1
Certification
Work History
Clinical Laboratory Assistant
Bon Secours Maryview Medical Center
07.2021 - Current
- Contributed to operational quality and efficiency via instrument calibration, application of quality controls and implementation of maintenance functions.
- Supported operations across Hematology, Urinalysis, Chemistry and Microbiology departments.
- Minimized errors throughout pre-analytic, analytic and post-analytic processes.
- Completed laboratory operations reports and submitted to public health departments and other healthcare authorities.
- Monitored and replenished reagents and tools to support smooth workflow while eliminating delays.
- Carried out tests to determine if infections are bacterial, viral or fungal.
- Represented test data in graphs and charts and maintained patient confidence by keeping test information confidential.
- Conducted manual and automated tests in alignment with specifications and regulations for results reporting.
- Reduced test turnaround time via strategic multitasking.
- Documented and verified patient information using laboratory information system.
- Conducted wide range of laboratory tests and recorded results.
- Helped management optimize laboratory processes for maximum efficiency and performance.
- Kept supplies organized and well-stocked, requesting more supplies and avoiding unnecessary testing delays.
- Removed samples of materials following good practices to achieve accurate test results.
- Analyzed and interpreted data, accurately identifying and reporting laboratory results.
- Maintained safe work environment free of unnecessary hazards to protect staff and testing results.
- Followed Good Laboratory Practices (GLP) consistently across daily activities and special products.
- Upheld laboratory protocols dictated by facility, governing agencies, or special project requirements.
- Summarized test results and activities for management via verbal updates or written reports.
- Consulted with outside professionals and specialists about tests and testing results.
- Troubleshot problems with equipment and recalibrated devices or brought serious concerns to supervisor for handling.
- Maintained strict aseptic fields when collecting biological samples, minimizing staff, and patient infection risks.
- Identified and traced quality control issues impacting laboratory results.
- Run the sendout department on second shift and process specimens according to where they are being sent.
- Communications, answering all phone calls and providing assistance to physicians, nurses and patients.
- Data Entry, Billing.
- Assisting co-workers in all departments.
- Helping with phlebotomy on second shift.
- Process all emergency room department samples.
Client Service Representative/Billing/Laboratory Processor
Sentara Norfolk General Hospital
09.2005 - 07.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained and managed customer files and databases.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Trained and supervised junior customer service representatives on best practices to meet organization goals.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Promoted available products and services to customers during service, account management, and order calls.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Assisted with Billing and scanning documents into patient records and computer systems.
- Data Entry
- Assisted Billing when needed.
- Executed all types of medical office duties and problems that occurred on a daily basis.
- Extensive knowledge of microsoft word, excel and power point.
- Extensive knowledge in the use of various commercial multi-function machines.
- Assisted with special projects for my supervisor.
- Laboratory processor in main Laboratory when needed.
- Experience with the following computer systems: Epic, Beaker, Sunquest, Cerner, OnBase, and 4Medica.
Laboratory Assistant/Laboratory Manager
Eastern Va. Medical School
02.2000 - 09.2005
- Kept laboratory in compliance with applicable guidelines and laws.
- Kept equipment maintained, facility clean and organized and inventory stocked to maximize performance.
- Trained staff, scheduled work hours and assigned projects for 10-person work group.
- Interviewed, hired and trained lab technicians to perform experiments and analyze results.
- Managed operational documents and produced reports detailing activities.
- Set and oversaw quality assurance guidelines for laboratory work.
- Resolved issues with product development from inception through post-commercialization processes.
- Planned and coordinated new development programs to meet deadlines within the budget.
- Designed processes to increase efficiency by minimizing error and reducing repetitive tasks.
- Developed relationships and communicated with clients to explain proposals, present research findings or discuss project status.
- Maintained budget guidelines, approved all expenses and submitted timely financial reports.
- Evaluated team member work for quality, ethics and compliance with project specifications.
- Conveyed technical information in easily understood terms for non-technical individuals.
- Skilled at working independently and collaboratively in a team environment.
- Management of the Laboratory daily.
- Performed all in-house testing, phlebotomy and processing of specimens.
- Reported and scanned results into medical records.
- Answering all phone calls for the Laboratory.
- Assisted all nursing staff, physicians, staff and patients,
- Assisted the x-ray department.
- Assisted with ICD-9 and coding.
- Executed training for all residents in phlebotomy and rotated the ODU students through Laboratory for phlebotomy training.
- Used computer Allscripts.
Medical Assistant
Patient First
04.2000 - 07.2001
- 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.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Oriented and trained new staff on proper procedures and policies.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Measured patient spirometry.
- Followed appropriate procedures to minimize patient's exposure to radiation.
- Performed phlebotomy, EKG,s, DOT physicals, and drug screening.
- Triaged all patients.
- Autoclaving of all trays used daily.
- Processed the laundry bnightly.
Patient Care Technician
Bon Secours Maryview Medical Center
03.1997 - 01.2000
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Maintained clean and safe environment to promote patient safety and comfort.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Collected and transported specimens to prepare for lab testing.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Organized and replenished unit supplies to maintain team readiness for expected demands.
- Supported patient admissions, discharges, and transfers to promote team productivity.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
- Educated patients and families on proper care and treatment to facilitate successful home care.
- Used principles of growth and development to provide age-specific treatment and care.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Facilitated personal hygiene management, feeding and ambulation.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Upheld infection control and prevention policies across different patient-facing areas.
- Transported patients between rooms and appointments or testing locations.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Followed directions of licensed nurses to administer medications and treatments.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Performed phlebotomy and EKG,s.
- Performed data entry, communications, transcribing physician,s orders, billing, ordering supplies and medication supplies daily.
Laboratory Assistant/Diagnostic Technician
Bon Secours Maryview Medical Center
02.1984 - 03.1997
- Utilized portable diagnostic assessment equipment.
- Ordered and executed various tests, analyses, and diagnostic images to provide information on patient condition.
- Developed appropriate treatment plans for patients, both in written and oral formats.
- Educated patients on preventive measures, healthy lifestyle and procedures to achieve optimum patient outcomes.
- Undertook field assessments and participated in extended role activities to determine testing methods most suitable for patients.
- Reviewed and researched patients' medical records and charts to determine past conditions.
- Interviewed patients to obtain medical information, measure vital signs and take weight and height.
- Ordered lab tests and imaging to evaluate results and develop plans of care.
- Management and daily scheduling for the phlebotomist.
- Performed phlebotomy, and EKG's and specimen processing. Performed all third party billing with ICD-9 and CPT coding, covered all phlebotomy for the emergency room department and worked with traumas, charted all results to patients charts, faxing, data entry and communications.
- Extensive phlebotomy with all types of patients( children, adults and elderly).
Unit Secretary
Bon Secours Maryview Medical Center
02.1980 - 02.1984
- Managed incoming calls and directed to appropriate department.
- Maintained patient confidentiality in line with HIPAA regulations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Supported office staff and operational requirements with administrative tasks.
- Maintained current and accurate medical records for patients.
- Provided information for patient admissions and discharges to foster timely processing.
- Executed administrative duties to facilitate unit tasks and meet team goals.
- Transcribed doctors' medication orders, lab test requests, and care plans.
- Monitored inventory levels and advised management of need for replenishment.
- Enhanced office productivity by handling high volume of callers per day.
- Processed lab paperwork and requests according to physicians' orders.
- Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
- Processed patient bills and payments, double checking information for accuracy.
- Performed various administrative tasks by filing, copying and faxing documents.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Received and routed laboratory results to correct clinical staff members.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Prepared and processed patient referrals and transfer requests.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Registered and verified patient records before triage with most up-to-date information.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Conducted patient intake interviews, recording and documenting relevant information.
- Managed office bookkeeping with insurance billing and patient payments.
- Assisted with medical coding and billing tasks.
- Obtained payments from patients and scanned identification and insurance cards.
- Ordered supplies for medication and supplies.
- Set-up physicians trays for medical procedures and assisted them.
Education
No Degree -
Liberty University
Lynchburg, VAGED -
Deep Creek High School
Chesapeake, VA09.1979
Skills
- Specimen Handling
- Laboratory Procedures
- Blood Counts
- Trained in LabVIEW
- Biohazard Disposal
- Regulatory Affairs
- Therapeutic Phlebotomy
- Maintain Equipment
- Technical Troubleshooting
- Medical Records Management
- Venipuncture
- Disease Determination
- Analyze Body Fluids
- Culture Analysis
- Patient Records Documentation
- Corrective Actions
- Pre-Transfusion Testing
- Administrative Support
- Specimen Analysis
- Prepare Solutions
- Patient Relations
- Collect Samples
- Knowledgeable in Chemistry
- Patient Flow
- Fingerstick
- Safety Procedures
- Biohazardous Waste Disposal
- Medical Histories and Vital Statistics
- Electronic Communication
- File Documents
- Testing Proficiency
- Data Analysis and Documentation
- Equipment Operation
- Ordering Cleaning Supplies
- Mathematical Calculations
- Lab Management
- Analytical and Scientific Software
- Glucose Monitors and Meters
- Laboratory Assay Analysis
- Drug Testing
- Glassware Maintenance
- Blood Sample Collection
- Departmental Operations Management
- Reading Comprehension
- Operate Microscope
- Flow Cytometry
- Laboratory Information Systems
- Patient Information
- Aseptic Techniques
- Aseptic Procedures
- Laboratory Equipment Handling
- Clean Equipment
- Specimen Collection
- Sterilization
- Electrolyte Analysis
- Test Data Analysis
- Specimen Transport
- Characteristics Analysis
- Examine Stained Cells
- Materials Testing
- Medical Interpretation
- Scientific Rules and Methods
- Electronic Patient Medical Record
- Disposal Procedures
- Records Maintenance
- Nursing Skills
- Data Entry
- Phlebotomy
- EKG,s
- Autoclaving and sterilizing
- Knowledge of multiple computer systems
- Knowledge of billing and codine
Accomplishments
Volunteered with the Martha Davis Cancer Center.
Taught phlebotomy, EKG, and medical assistant classes.
Volunteered for Glucose and Cholesterol clinics in Portsmouth and Chesapeake, Va.
Certification
- ASCP Phlebotomy certified since 1985.
Timeline
Clinical Laboratory Assistant
Bon Secours Maryview Medical Center
07.2021 - Current
Client Service Representative/Billing/Laboratory Processor
Sentara Norfolk General Hospital
09.2005 - 07.2021
Medical Assistant
Patient First
04.2000 - 07.2001
Laboratory Assistant/Laboratory Manager
Eastern Va. Medical School
02.2000 - 09.2005
Patient Care Technician
Bon Secours Maryview Medical Center
03.1997 - 01.2000
Laboratory Assistant/Diagnostic Technician
Bon Secours Maryview Medical Center
02.1984 - 03.1997
Unit Secretary
Bon Secours Maryview Medical Center
02.1980 - 02.1984
No Degree -
Liberty University
GED -
Deep Creek High School
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