Melyssa Albert
Independence,IA
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Health Care Ambassador
United Health Group, Optum
10.2022 - 05.2024
- Greeted customers and clients to create welcoming atmosphere.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Assisted team with operational policies and procedures to drive services.
- Addressed patient concerns and provided support to vulnerable demographics.
- Worked directly with patient treatment teams and participated in care coordination procedures.
- Collaborated with external organizations to coordinate health and social services.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Explained required eligibility applications to patients and helped complete applications for services.
- Conducted home visits to assess living conditions, provided recommendations for safety improvements and connected clients with resources as needed.
Phlebotomist
Medical Associates of Buchanan County Health Center
06.2019 - 10.2022
- Drew blood from capillaries by dermal puncture, such as heel and finger stick methods
- Drew blood from veins by vacuum tube, syringe and butterfly venipuncture methods
- Transported specimens and fluid samples from collection sites to laboratories
- Trained medical personnel in phlebotomy techniques and laboratory processes
- Collected specimens at specific time intervals for tests, such as those assessing therapeutic drug levels
- Organized and cleaned blood-drawing trays to maintain sterile environment
- Disposed of biohazard materials in accordance with applicable laws and standards
- Documented specimen transfers to monitor progress through collection to laboratory analysis and diagnosis.
Customer Service Representative
Transamerica Life Insurance
09.2016 - 06.2019
- Addressed customers courteously using suitable methods and problem-solving skills
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Assisted with mentoring new employees during and after training
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Provided account information to customers and explained bill service policies and customer rights
- Updated and maintained database with accurate customer information and timely data entry
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Analyzed and collected customer information to prepare product or service reports
- Navigated multiple computer systems and applications and utilized search tools to find information
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
Clinical Lab Tech
UnityPoint Clinic Pediatrics
06.2024 - Current
- 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.
- Documented and verified patient information using laboratory information system.
- Assessed new protocols and equipment for relevance and helped implement chosen updates.
- Upheld laboratory protocols dictated by facility, governing agencies, or special project requirements.
- Consulted with outside professionals and specialists about tests and testing results.
- Maintained safe work environment free of unnecessary hazards to protect staff and testing results.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Packaged and shipped specimens to central lab daily.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Organized daily work based on collection priority.
Customer Service Representative
TCS
09.2016 - 04.2018
- Addressed customers courteously using suitable methods and problem-solving skills
- Assisted with mentoring new employees during and after training
- Utilized automated systems to log and retrieve call information
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Responded to telephone inquiries and complaints following standard operating procedures
- Provided account information to customers and explained bill service policies and customer rights
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Remained open to feedback from supervisor and peers to build and improve skills set
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
Phlebotomist
Mercy Medical Center
08.2015 - 09.2016
- Processed blood and other fluid samples for further analysis by other medical professionals
- Provided sample analysis resulted to physicians to assist diagnosis
- Conducted hemoglobin tests to evaluate donor iron levels
- Disposed of biohazard materials in accordance with applicable laws and standards
- Verified laboratory requisition forms against specimen tubes to reduce errors
- Collected specimens at specific time intervals for tests, such as those assessing therapeutic drug levels
- Conducted standard tests to provide blood data for diagnostic purposes
- Drew blood from veins by vacuum tube, syringe and butterfly venipuncture methods
- Trained medical personnel in phlebotomy techniques and laboratory processes
- Entered patient, specimen, insurance and billing information into computer
- Organized and cleaned blood-drawing trays to maintain sterile environment
- Communicated with patients to discuss medical history
- Documented specimen transfers to monitor progress through collection to laboratory analysis and diagnosis
- Drew blood from capillaries by dermal puncture, such as heel and finger stick methods
- Collected fluid and tissue samples, used appropriate collection procedures.
Education
Completed coursework towards CNA Nursing -
HAWKEYE COMMUNITY COLLEGE
05.2013
High School Diploma -
INDEPENDENCE HIGH SCHOOL
05.2010
Skills
- Multi-tasker
- Self Motivated
- Goal Motivator
- Knowledge of Medical Terminology
- Knowledge of Medicare Insurance
- Knowledge of CPT coding, ICD-10 and ICD-9 Coding
- BLS Certified
- HIPAA Certified
- OSHA Certified
- Team Management
- Problem-Solving
- Decision-Making
- Thought leadership
Certification
- BLS Certified
- HIPAA Certified
- OSHA Certified
Timeline
Clinical Lab Tech
UnityPoint Clinic Pediatrics
06.2024 - Current
Health Care Ambassador
United Health Group, Optum
10.2022 - 05.2024
Phlebotomist
Medical Associates of Buchanan County Health Center
06.2019 - 10.2022
Customer Service Representative
Transamerica Life Insurance
09.2016 - 06.2019
Customer Service Representative
TCS
09.2016 - 04.2018
Phlebotomist
Mercy Medical Center
08.2015 - 09.2016
Completed coursework towards CNA Nursing -
HAWKEYE COMMUNITY COLLEGE
High School Diploma -
INDEPENDENCE HIGH SCHOOL
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