Rachel Calvert
Moneta,VA
Summary
Dynamic Laboratory Phlebotomist with expertise in venipuncture and a strong commitment to patient confidentiality, honed at Collaborative Health Care. Proven ability to train and mentor staff while ensuring compliance with HIPAA standards. Recognized for enhancing operational efficiency and fostering positive patient experiences through effective communication and problem-solving skills.
Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes.
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Laboratory Phlebotomist
Collaborative Health Care
11.2024 - Current
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Used personal protective equipment correctly to protect coworkers and patients.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Centrifuged blood samples as outlined in clinical protocols.
- 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.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Handled insurance verification tasks using Athena and Privia to validate patient insurance information.
- Assisted in training and onboarding new phlebotomists.
- Provided guidance and support to laboratory personnel.
- Verified patients' identification for proper sample collection.
- Performed laboratory tests to assist physicians in diagnosis.
- Verified proper storage and transportation of specimens to laboratories.
- Followed established safety protocols and standards to minimize risk of infection and injury.
- Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between order and nursing station logs.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Collected blood samples in accordance with laboratory protocols and regulations.
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Prepared lab specimens for diagnostic evaluation.
- Collected and documented patient medical information such as blood pressure and weight.
- Measured patient pulse oximetry.
- Performed routine wound care and dressing changes on schedule.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Managed approximately 30 incoming calls, emails, and faxes from customers daily.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Participated in continuing education programs to stay up to date on new technologies and procedures.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Laboratory Technician Supervisor
Centra Medical Group Village
09.2019 - 10.2024
- Investigated, compiled and modeled information for detailed project proposals.
- Maintained budget guidelines, approved all expenses and submitted timely financial reports.
- Conveyed technical information in easily understood terms for non-technical individuals.
- Developed relationships and communicated with clients to explain proposals, present research findings or discuss project status.
- Developed and implemented plans and protocols for ongoing research, special projects and testing protocols.
- Evaluated team member work for quality, ethics and compliance with project specifications.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Self-motivated, with a strong sense of personal responsibility.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked effectively in fast-paced environments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Passionate about learning and committed to continual improvement.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Used personal protective equipment correctly to protect coworkers and patients.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Centrifuged blood samples as outlined in clinical protocols.
- Organized daily work based on collection priority.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Assisted in training and onboarding new phlebotomists.
- Handled insurance verification tasks using Pathnet to validate patient insurance information.
- Provided guidance and support to laboratory personnel.
- Reviewed and processed requisitions for laboratory tests.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Customer Service Lead/Phlebotomist
PathGroup
04.2016 - 09.2019
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Greeted customers and listened closely to problems described to determine solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Reviewed associate performance to identify training needs.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Delivered prompt service to prioritize customer needs.
- Centrifuged blood samples as outlined in clinical protocols.
- Handled inventory and preparation for upcoming procedures by ordering supplies and ensuring rooms were stocked and set-up for patients.
- Maintained all safety protocols and processes when cleaning, disinfecting and sterilizing endoscopes and related equipment.
- Ordered supplies efficiently to maintain optimal stock levels for projected operational demands.
- Attended training to stay up to date with new products and service offerings.
- Maintained contact with customers to request referrals.
- Interpreted, audited and reconciled reports for accuracy or completeness.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Investigated and resolved accounting, service and delivery concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Office Manager
EMSI
05.2014 - 04.2016
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Launched quality assurance practices for each phase of development
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Organized daily work based on collection priority.
- Packaged and shipped specimens to central lab daily.
- Participated in quality assurance and competency assessment initiatives.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Verified patients' identification for proper sample collection.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
Certification - Phlebotomy
Jefferson College of Health Sciences
Roanoke02-2008
Skills
- Venipuncture expertise
- HIPAA compliance
- Specimen handling
- Medical terminology
- Training and mentoring
- Staffing coordination
- Complaint resolution
- Appointment scheduling
- Billing management
- Record preparation
- Schedule development
- Safety protocols
- Staff management
- Timekeeping administration
- Call center experience
- Payroll administration
- Data entry
- Performance evaluations
Accomplishments
- Trained on the job for 19 months to become a Laboratory Technician.
- Completed a CLIA inspection alone with no other employees with 10 providers.
Certification
- PT - Phlebotomy Technician
- BLS/Adult and Pediatric lifesaver
Awards
- Won "Tulip" award in 2019.
- Won "Tulip" award in 2023.
- Won "Tulip" award in 2024.
Timeline
Laboratory Phlebotomist
Collaborative Health Care
11.2024 - Current
Laboratory Technician Supervisor
Centra Medical Group Village
09.2019 - 10.2024
Customer Service Lead/Phlebotomist
PathGroup
04.2016 - 09.2019
Office Manager
EMSI
05.2014 - 04.2016
Certification - Phlebotomy
Jefferson College of Health Sciences
Similar Profiles
Paola ColladoPaola Collado
Medical Receptionist at Collaborative Women's CareMedical Receptionist at Collaborative Women's Care
Nicole FinnNicole Finn
Speech-Language Pathologist at Collaborative Care Therapy, INCSpeech-Language Pathologist at Collaborative Care Therapy, INC
Kristen ManciniKristen Mancini
Clinical Intern at Mental Health Collaborative CourtsClinical Intern at Mental Health Collaborative Courts