Norimar Pacheco

Provides a communication link between patients and caregivers through the use of electronic protocols, facility information, personnel lists, and relevant department policies and procedures. Accepts incoming calls (internal and external) and assists each individual appropriately based on the expressed need of the caller. Thoroughly documents all call encounters utilizing on-line information systems at the time of the call.
Provides support by answering non-clinical questions and resolving basic non-clinical problems. Assists in analyzing customer problems in order to resolve operating difficulties resulting in workable solutions. Provides callbacks or follow-up with customers as necessary in order to maintain a successful call closure. Refers technical issues/questions to more experienced staff.
Responsibilities include scheduling patient appointments and coordinating cancellations, reschedules, and additions to schedules. Obtains demographic and insurance information. Ensures insurance and patient information obtained is complete and accurate, updating information if necessary. Updates financial responsibility and other data when changes or additions occur, and communicates to patients as appropriate.
Identifies emergent calls based on information provided by caller and department guidelines. Follows the process for immediate transfer to Registered Nurse for triaging or appropriate more experienced staff for resolution. Responsible for competency in and adherence to guidelines for emergency situations and critical call handling.
Participates in the evaluation of customer satisfaction including patients, caregivers and physicians. Asks clarifying questions, presents options or solutions, and escalates to more experienced staff when needed for resolution.
Performs duties based on department needs including: faxing, updating logs and reports, assisting with entering, gathering, organizing, and compiling data for reports. Maintains appropriate records for documentation.
Identifies additional projects, reports, etc., which may be beneficial to the department and initiates with the approval of the leader

Hospital Specimen Processing Accomplishments
Processed and accessioned high-volume inpatient, outpatient, ER, and STAT specimens with strict adherence to hospital protocols
Prioritized STAT and critical specimens to support rapid diagnosis and patient care
Maintained accurate patient identification and specimen labeling to ensure patient safety
Achieved consistent compliance with HIPAA requirements. Ensured proper specimen handling, storage, and transport to preserve specimen integrity
Utilized Laboratory Information Systems (LIS) to track, verify, and document specimens
Identified and resolved specimen discrepancies, including mislabeling, insufficient quantity, or improper collection.
Communicated effectively with nursing staff, phlebotomists, and laboratory technologists to resolve issues quickly.
Followed infection control and biohazard safety procedures in all specimen handling

Achieved high first-stick success rates in high-volume venipuncture and capillary collections across diverse patient populations. Delivered accurate specimen labeling and processing, resulting in minimal errors and redraws. Enhanced patient satisfaction through compassionate care that alleviated anxiety. Supported efficient clinical workflows, consistently meeting turnaround times for critical lab results. Collaborated effectively with healthcare teams to ensure optimal patient care. Served as a knowledgeable resource for complex draws and provided mentorship to new staff members.