Hi, I’m
Michaela Cunningham
West Chicago,IL
Summary
Client Services driven to exceed Laboratory goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Overview
29
years of professional experience
1
Language
Work History
Northwestern Medicine
Laboratory Education Coordinator
02.2020 - Current
Job overview
- Facilitates new employee orientation
- Schedules and facilitates Laboratory education classes for all incoming staff (NW region)
- Provides educational in services at offsite locations
- Assist hospital units with yearly competencies of laboratory specimen collections
- Create and assign monthly Phlebotomy newsletter
- Provides training and access to point of care instruments
- Collaborates with Lab Quality team to resolve collection and contamination issues
Northwestern Medicine
LAB SUPPORT SERVICES SUPERVISOR
05.2003 - 02.2020
Job overview
- Coordinated department schedules to maximize coverage during peak hours
- Researched complex problems and resolved issues in a timely manner
- Completed documentation and logs each day and generated weekly reports detailing activities
- Responded to customer requests with friendly, knowledgeable service and support
- Managed total department call volume of 400 per day
- Directed training of new team members and mentored each to promote productivity, accuracy and friendly service
- Communicated clear expectations and goals to each team member
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Referred unresolved customer grievances to designated departments for further investigation
- Determined customer needs by asking relevant questions and listening actively to responses.
Northwestern Medicine
PATIENT CARE TECHNICIAN/PHLEBOTOMIST
05.1999 - 05.2003
Job overview
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles
- Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs
- Spoke with patient to gather information for lab records, reduce their fear or anxiety, and optimize their cooperation
- Performed bedside tests like bleeding time tests and entered results into patient charts
- Followed physician orders when administering therapeutic phlebotomy
- Organized daily work based on collection priority
- Accurately labeled vacutainer tubes with patient name, date and time of collection
- Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures
- Initiated audit process to evaluate thoroughness of documentation and maintenance of facility standards
- Cooperated and communicated effectively with physicians to ensure client satisfaction and compliance with set standards
- Followed infection control procedures
- Recruited, hired, trained and coached on average of 10 new employees per year
- Implemented new floor assignments based on evaluation of staffing requirements
- Took and recorded patients' temperature, pulse and blood pressure
- Skillfully performed suture removals for patients of all ages
- Demonstrated an in-depth understanding of telemetry equipment functions
- Observed and evaluated cardiac activity and reported changes to medical staff
- Followed all protocols to respond to irregular cardiac activity
- Monitored and documented heart rhythms according to physicians' orders
- Performed lab tests and communicated results
- Provided care for patients based on physical, psychological, educational and safety criteria
- Interacted effectively with patients, families, staff and other hospital department staff to deliver a high level of customer service and teamwork
- Monitored patient reactions to drugs and carefully documented progress of individuals participating in clinical trials
- Provided patient education
- Provided all daily living tasks to enhance quality of life for elderly patients.
Visiting Nurses Association of Fox Valley
CERTIFIED NURSING ASSISTANT
03.1994 - 05.1999
Job overview
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, and muscular dystrophy
- Provided a comforting and soothing environment
- Monitored vital signs, such as blood pressure and pulse
- Performed procedures and uses equipment as delegated by a licensed professional, including blood draws, foley catheter removal and EKGs
- Obtained information about clients' medical history, drug history, complaints and allergies
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus
- Member in good standing with Nurse Aide Registry
- Collects patient specimens and data, including vital signs, input/output and other delegated measurements
- Monitored fluid outputs, documented results and collected specimens for testing
- Performed direct patient care aimed at increasing comfort, psycho, social and spiritual well-being by providing assistance with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety.
Education
Waubonsee Community College
Certified Nursing Assistant Certification Nursing
1992
Red Cross School Of NursingWiesbaden,Germany
Associate of Science
1991
Skills
- People-oriented
- Call center transactions
- Strong client relations
- Excellent work ethic
- Positive and friendly
- Detail-oriented
- Strong interpersonal skills
- Training development aptitude
- Constructive Feedback
- Staff Training
- Support and Education
- Positive Reinforcement Strategies
- Curriculum Planning
- Observations and Evaluations
- Positive Learning Environment
Languages
German
Native or Bilingual
Timeline
Laboratory Education Coordinator
Northwestern Medicine
02.2020 - Current
LAB SUPPORT SERVICES SUPERVISOR
Northwestern Medicine
05.2003 - 02.2020
PATIENT CARE TECHNICIAN/PHLEBOTOMIST
Northwestern Medicine
05.1999 - 05.2003
CERTIFIED NURSING ASSISTANT
Visiting Nurses Association of Fox Valley
03.1994 - 05.1999
Waubonsee Community College
Certified Nursing Assistant Certification Nursing
Red Cross School Of Nursing
Associate of Science