Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Serena Theresa'Ann Johnson

Serena Theresa'Ann Johnson

SPANAWAY,WA

Summary

Experienced with managing patient interactions and administrative responsibilities. Utilizes effective communication and problem-solving skills to enhance patient satisfaction. Knowledge of healthcare protocols and administrative procedures ensures smooth operations.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Microbiologist Processor

MultiCare Health
11.2024 - Current


  • Kept accurate databases of specimens collected and stored in repository.
  • Collected and processed specimens for clinical protocols.
  • Improved quality control measures by identifying areas of improvement in sample handling and storage processes.
  • Managed overall laboratory functions.
  • Assisted in the discovery of novel microorganisms through isolation techniques and advanced molecular biology methods.
  • Maintained all laboratory robotics.
  • Proctored scientific meetings.
  • Programmed computers to store, process and analyze data.
  • Supported team members in their tasks, contributing to overall team success.

Customer Service Representative (CSR) Lead

MultiCare Health
01.2017 - 11.2024
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
  • Supervised large teams with guidance, support and direction for high-quality customer care.
  • Built positive rapport and relationships for high levels of customer satisfaction.

Patient Service Representative

MultiCare Health
01.2017 - 07.2017
  • 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 a 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.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
  • 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.
  • Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.

Education

Bachelor of Science -

University of New Hampshire
New Hampshire, OH
10.2015

Medical Assistant Program -

Everest College
12.2008

Skills

  • Good laboratory practices
  • Quality control procedures
  • Customer ser
  • Medical terminology
  • Phone etiquette
  • Sterilization procedures
  • Order of draw
  • Patient care
  • Venipuncture
  • Specimen handling
  • Sample and specimen collection
  • Specimen labeling procedures

Certification

  • Phlebotomist License - 2009

Timeline

Microbiologist Processor

MultiCare Health
11.2024 - Current

Customer Service Representative (CSR) Lead

MultiCare Health
01.2017 - 11.2024

Patient Service Representative

MultiCare Health
01.2017 - 07.2017

Bachelor of Science -

University of New Hampshire

Medical Assistant Program -

Everest College

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