Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Schulonda Britton

Spring,TX

Summary

An exceptional patient care professional with over ten years of experience in resolving customer issues and improving overall customer satisfaction. Highly-skilled phlebotomist with 7 years of experience in healthcare settings. Provides compassionate and professional care. Proficient in collecting blood specimens and processing for further analysis. Looking to relocate and travel.

Overview

20
20
years of professional experience

Work History

Phlebotomist

Quest Diagnostics
11.2023 - 02.2024
  • Enhanced patient experience through compassionate care and communication during blood draw procedures.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Maintained high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Reduced contamination risks by strictly adhering to infection control protocols and maintaining clean work environment.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.

CUSTOMER ADVOCATE

ARISE VIRTUAL SERVICES
11.2015 - 08.2023
  • Work from home contractor
  • Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
  • Resolved customer inquiries and complaints from multiple channels with moderate supervision.
  • Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
  • Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
  • Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
  • Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.

Caregiver

Kindred Healthcare Inc.
08.2012 - 10.2015
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting patient's personal space.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Maintained safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.

SENIOR CSR

UNITEDHEALTH GROUP
06.2010 - 06.2012
  • Assist incoming callers with benefit questions
  • Answer incoming phone calls from health care providers, physician offices, and clinics
  • Identify the type of assistance the provider needs with benefit and eligibility, billing and payments, authorizations for treatment, explanation of benefits
  • Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue and provide appropriate response to caller
  • Deliver information and answer questions in a positive manner to facilitate strong relationships with providers and their staff
  • Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and all directives
  • Verified CPT 9 codes for providers
  • Documented complaints and submit escalated reports
  • Managed and organized the company yearly Christmas dinner for 1500 employees while working with a budget.
  • Implemented feedback surveys to gauge customer satisfaction levels, using data to drive continuous improvement initiatives.
  • Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.

CHILD CARE ADMINISTRATIVE ASSISTANT

LEE - LEE DAYCARE
11.2003 - 06.2010
  • Maintain a respectful, safe, and caring environment
  • Perform general office tasks such as receiving/distributing mail and making copies
  • Organize office operations and procedures
  • Control correspondence and prepare supply requisitions
  • Ensure filing systems are maintained and up to date
  • Ensure protection and security of files and records
  • Plan and implement office systems, layout and equipment procurement
  • Maintain and replenish inventory while checking stock to determine inventory levels
  • Assist in the collection, organization, and reporting of data including enrollment forms, attendance, and assessment of children
  • Produce reports for external/internal purposes such as program and staff management and to enhance child’s outcome or site quality improvement plan
  • Coordinate all logistical needs of meetings such as meeting notices/reminders, and materials.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Education

Certification - Phlebotomy

BOL Academy
Houston, TX
08.2023

Associate of Arts - Healthcare Administration

University of Phoenix
Houston, TX
12.2017

Certified Medical Assistant - Healthcare Administration - CMAA

University of Phoenix
Houston
12.2017

High School Diploma - General Studies - General Studies

United Christian High
Houston, TX
01.1999

Skills

  • Great communication both written and verbally
  • Capable of analyzing and solving problems
  • Medical Terminology Knowledge
  • CPT Codes and Fee Schedule
  • Payment Processing
  • Clerical and Data Entry
  • Filing and record keeping
  • Hardworking and Dependable
  • Venipuncture
  • Order of draw
  • Patient Care
  • Specimen handling
  • Sample and specimen collection
  • Blood collection techniques
  • Patient confidentiality
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking

References

Given upon request.

Timeline

Phlebotomist

Quest Diagnostics
11.2023 - 02.2024

CUSTOMER ADVOCATE

ARISE VIRTUAL SERVICES
11.2015 - 08.2023

Caregiver

Kindred Healthcare Inc.
08.2012 - 10.2015

SENIOR CSR

UNITEDHEALTH GROUP
06.2010 - 06.2012

CHILD CARE ADMINISTRATIVE ASSISTANT

LEE - LEE DAYCARE
11.2003 - 06.2010

Certification - Phlebotomy

BOL Academy

Associate of Arts - Healthcare Administration

University of Phoenix

Certified Medical Assistant - Healthcare Administration - CMAA

University of Phoenix

High School Diploma - General Studies - General Studies

United Christian High

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