Nicole Winchester
Baltimore,MD
Summary
Dynamic phlebotomist with extensive experience at St Agnes Hospital, excelling in venipuncture and patient care. Proven track record of enhancing workflow efficiency and patient satisfaction through innovative practices. Strong communicator and team leader, committed to maintaining compliance with safety protocols and quality control standards.
Overview
16
16
years of professional experience
Work History
Freelance Phlebotomist
Woodborne Center
Baltimore, MD
04.2024 - Current
- Collected blood samples from patients using proper techniques and safety protocols.
- Maintained accurate records of patient information and sample collection procedures.
- Assisted in training new staff on phlebotomy techniques and equipment usage.
- Ensured compliance with infection control standards during specimen collection.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
Site Lead
Quest Diagnostics
Pikesville, MD
10.2021 - 02.2023
- Led daily site operations to ensure compliance with safety protocols and regulations.
- Coordinated logistics and scheduling for efficient project execution and resource allocation.
- Trained team members on operational procedures, enhancing overall productivity and teamwork.
- Monitored equipment performance and conducted routine maintenance to minimize downtime.
- Implemented process improvements that streamlined workflows and reduced operational delays.
- Conducted site inspections to identify hazards and enforce safety standards among staff.
- Developed training materials focused on best practices, improving employee onboarding experience.
- Maintained detailed records of project progress, allowing for accurate forecasting of future needs.
- Managed project timelines, ensuring successful completion within budget and on schedule.
- Resolved conflicts among team members, fostering a positive and collaborative work environment.
- Collaborated with other Site Leads to share best practices and improve overall company performance.
- Monitored inventory levels, ordering supplies as needed to minimize downtime due to shortages.
- Trained new team members on site policies and procedures.
- Provided onsite training to help develop employee skills.
- Maintained records and logs of work performed and materials and equipment used.
- Oversaw personnel safety and efforts at work site.
- Resolved issues among team members to keep employees on task.
- Supervised material usage and contractor man-hours to keep projects in line with budgetary restrictions.
- Guided employees and contractors in task completion, offering assistance to meet tight deadlines.
- Implemented best practices and safe operating procedures.
- Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
- Worked with personnel and managers to meet strict timelines.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Representative/laboratory Process
CSL Plasma
Baltimore, MD
02.2020 - 10.2022
- Provided exceptional customer support, resolving inquiries and enhancing satisfaction levels.
- Trained new staff on company policies, improving team performance and service quality.
- Collaborated with cross-functional teams to streamline processes and reduce response times.
- Managed customer complaints effectively, implementing solutions to prevent recurrence.
- Conducted regular follow-ups with clients to ensure ongoing satisfaction and loyalty.
- Maintained accurate records of customer interactions using CRM software for tracking purposes.
- Analyzed feedback trends to identify areas for service improvements and implement changes.
- Led initiatives to enhance training materials, fostering a culture of continuous learning within the team.
- 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.
Lead Phlebotomist
St Agnes Hospital
Baltimore, MD
11.2009 - 03.2018
- Supervised daily phlebotomy operations, ensuring compliance with safety protocols and best practices.
- Implemented workflow improvements to enhance efficiency in specimen processing and handling.
- Collaborated with laboratory teams to streamline communication and reduce turnaround times for test results.
- Established quality control measures to ensure accuracy in specimen labeling and processing.
- Conducted performance evaluations of phlebotomists, providing constructive feedback for skill enhancement.
- Led initiatives to improve patient satisfaction through enhanced service delivery during blood draws.
- Conducted quality control checks on equipment, ensuring proper functioning and consistent results.
- Managed daily operations, including staff scheduling, budgeting, and lab maintenance tasks.
- Increased efficiency by maintaining organized workstations and well-stocked inventory levels.
- Assessed patients'' conditions prior to phlebotomy procedures, identifying potential complications or contraindications before proceeding safely with the procedure.
- Developed strong relationships with patients by fostering trust during the blood collection process.
- Streamlined workflow by implementing innovative processes and procedures.
- Led initiatives aimed at optimizing workflows which resulted in increased productivity within the department.
- Contributed to a positive workplace culture through active engagement in team meetings and events.
- Regularly reviewed latest research in phlebotomy techniques to stay current on industry advancements.
- Ensured compliance with industry regulations and safety protocols to maintain a safe work environment.
- Implemented best practices for specimen handling to minimize contamination risks.
- Centrifuged blood samples as outlined in clinical protocols.
Education
Biological And Physical Sciences
Towson University
Baltimore, MD05.2032
Medical Assistant
Fortis College
Towson, MD04.2004
GED - General Studies
BCCC
Baltimore, MD05.2002
Skills
Venipuncture
Order of draw
Patient care
Specimen handling
HIPAA compliance
Patient confidentiality
Data entry
Infection control
Quality control
Paperwork processing
Recording data
Patient preparation
Quality control guidelines
Sample storage
Medical records management
Medical office administration
Diagnostic testing
Medical terminology
Technical troubleshooting
Emergency response training
Patient assessment
Regulatory compliance
Communication
EMR recordkeeping
Accomplishments
Laboratory Employee of the Year in 2015 for establishing effective processes and procedures to improve Turn around Times for the point of care cardiac markers done in the emergency department
Additional Information
Proficient in ABG collections,
IV insertions, as well as sterile site and sterile dressing maintenance for patients with basis in catheters, midline’s, picc and other single or multi-lumen central catheters.
Timeline
Freelance Phlebotomist
Woodborne Center
04.2024 - Current
Site Lead
Quest Diagnostics
10.2021 - 02.2023
Customer Service Representative/laboratory Process
CSL Plasma
02.2020 - 10.2022
Lead Phlebotomist
St Agnes Hospital
11.2009 - 03.2018
Biological And Physical Sciences
Towson University
Medical Assistant
Fortis College
GED - General Studies
BCCC