Sasania Wade
Miami,FL
Summary
Hardworking employee with customer service, multitasking and time management abilities. Hospital work environment, laboratory and call center, child care, research and doctor office experience. Devoted to giving every customer a positive and memorable experience.
Overview
18
18
years of professional experience
Work History
Laboratory Support Technician
South Miami Baptist Hospital
10.2018 - Current
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Interpreted laboratory results to provide technical advice to scientists.
- Facilitated inspections to achieve successful outcomes.
- Trained therapists on equipment and maintenance.
- Followed key principles of asepsis to protect medical equipment from contamination during blood work.
- Distributed COVID-19 FAQ and educational material with daily status updates to increase awareness.
- Communicated professionally to explain COVID-19 screening procedures to staff members and visitors.
- Maintained documentation on tests performed in lab.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
- Processed patient specimens according to priority and documented results.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Prepared samples for analysis by performing complex sample preparation tasks.
- Assisted scientists by collecting and organizing laboratory data.
- Provided support and guidance to junior lab staff.
- Cooperated with other technicians to develop and test new protocols.
- Coordinated and managed laboratory projects and experiments.
- Set and oversaw quality assurance guidelines for laboratory work.
- Kept abreast of current industry, scientific and regulatory developments and issues.
- Operated and performed preventative maintenance on laboratory equipment and instruments.
- Analyzed results using analytical software and created reports.
- Troubleshot and resolved equipment and process issues.
- Monitored and documented safety standards to verify compliance.
- Participated in research projects by designing and executing experiments.
- Maintained safe, tidy and organized laboratory environment for accurate test results.
Medical Assistant
Quest Diagnostics
06.2013 - 03.2018
- Scheduled appointments for patients via phone and in person.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Measured vital signs and took medical histories to prepare patients for examination.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Organized charts, documents and supplies to maintain team productivity.
- Cleaned and maintained medical equipment following procedures and standards.
- Documented notes during patient visits.
- Responded to patient callbacks and phone-in prescription refill requests.
- Educated patients about medications, procedures and physician's instructions.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Assessed, documented and monitored vital signs for patients within outpatient setting.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
- Conducted insurance verification and pre-certification and pre-authorization functions.
- Incorporated outside records into charts and EHR.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
- Labeled and completed lab requisitions using ICD and CPT coding.
- Followed principles of asepsis and infection control to meet patient safety guidelines.
- Performed preliminary physical tests to accurately record results in patient history summary.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Medical Receptionist/Medical Assistant
The Women's Hospital
02.2011 - 11.2013
- Checked patients in and out for appointments and collected co-payments.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Called patients to confirm scheduled appointments and obtain additional details.
- Entered insurance, demographics and health history into patient database.
- Protected patients by observing strict HIPAA guidelines.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Took messages from patients and promptly relayed to appropriate staff.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
- Processed patient payments and scanned identification and insurance cards.
- Greeted patients and visitors to answer questions or refer inquiries to appropriate personnel.
- Maintained patient accounts by obtaining, recording and updating personal and financial information.
- Greeted each patient pleasantly and offered desk sheet for easy sign-in.
- Trained new staff on office procedures, insurance processes and medical terminology.
- Applied knowledge of medical terminology and insurance processes to support office administration productivity.
- Informed patients of financial responsibilities prior to rendering services.
- Straightened up waiting room to maintain neat and organized space.
- Conducted patient intake interviews to collect medical information and insurance details.
- Compiled physical and digital documents, charts and reports.
- Gathered, transcribed and typed medical information into charts.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Processed medical insurance claims and payments.
- Received and routed laboratory results to correct clinical staff members.
- Prepared and processed patient referrals and transfer requests.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
Inbound Customer Service Representative
Humana
06.2007 - 01.2011
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues.
- Maintained accurate records of incoming calls in internal database.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
- Completed paperwork within established guidelines to document consumer requests.
- Attended educational seminars and conferences to develop expertise and improve performance.
- Tracked programs and provided services to improve consumer retention.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Updated customer accounts, addresses and contact information within call management databases.
- Built sustainable relationships and engaged customers by going extra mile.
- Consulted with customers regarding needs and addressed concerns.
- Seized opportunities to upsell products, maximizing revenue.
- Trained and supervised new employees to promote overall team productivity and consistent service.
Call Center Representative
Comcast, Xfinity
12.2005 - 10.2008
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Managed timely and effective replacement of damaged or missing products.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers on company systems, form completion, and access to services.
Education
Associate of Science - Medical Assisting
ATI College of Health
Miami, FL09.2010
Skills
- Budget Oversight
- Policy Updates
- Quality Assurance Controls
- Schedule Maintenance
- Equipment Management
- Disease Specialization Proficiency
- Critical Thinking Proficiency
- Specimen Preparation
- Clinical Lab Settings
- Inventory Oversight
- COVID Testing and Analysis
- Specimen Processing
- Interpersonal and Written Communication
- Organizational Skills
- People Skills
- PPE Use
- Microsoft Office
- Basic Math
- Team Management
- Flexible Schedule
- Critical Thinking
- Relationship Building
- Computer Skills
- Conflict Resolution
- Training & Development
- First Aid/CPR
- Supervision & Leadership
- Active Listening
- Data Management
- Planning & Organizing
- Reliable & Trustworthy
- Problem Resolution
- Team Building
- Maintenance & Repair
- Good Work Ethic
- Friendly, Positive Attitude
- Customer Service
- Call Center
- Specimen Collection
- Technical Writing
- Phlebotomy
- Immunology
- Documentation
- Test Data Analysis
- Sterile Procedures and Techniques
- Media Preparation
- Inventory Control
- Processing Specimens
Timeline
Laboratory Support Technician
South Miami Baptist Hospital
10.2018 - Current
Medical Assistant
Quest Diagnostics
06.2013 - 03.2018
Medical Receptionist/Medical Assistant
The Women's Hospital
02.2011 - 11.2013
Inbound Customer Service Representative
Humana
06.2007 - 01.2011
Call Center Representative
Comcast, Xfinity
12.2005 - 10.2008
Associate of Science - Medical Assisting
ATI College of Health
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