Sheila Glover Coleman
1257 Sunset Dr, Radcliff,KY
Summary
Highly organized and able to handle multiple projects simultaneously Able to put forth the extra effort to achieve superior results Strive for total quality in my work performance Works very well with others especially management Adaptable to wide variety of people situations Self-motivated and work well independently Resourceful and relia
ble Authorized to work in the US for any employer
Highly organized General Clerk with proven background in office and support functions performing clerical duties to facilitate administrative operations. Leverages subject-matter knowledge and excellent judgment to satisfactorily accomplish assigned tasks. Proficient in computer hardware and software applications and adheres to standard operating procedures to quickly learn new responsibilities and complete projects before deadline.
Overview
12
12
years of professional experience
1
1
Certification
Work History
General Clerk II
ServiceSource Inc.
06.2021 - 09.2024
- Took calls in office at HRC from service members, veterans, retirees and their families
- Verified callers information phone number, address/email, updated if needed, but did not provide to caller, also verified PII(last 4, SSN/DOB. If third party, verified relationship of the caller) or forwarded to FOIA( Freedom of Information Act) for further assistance.
- Provided quality clerical support through data entry, document management, email correspondence, worked emails from home
- Supported team members with various administrative tasks, contributing to a well-functioning office environment.
- Handled inquiries/requests in a courteous and professional manner. Offered assistance, asked probing questions to obtain additional information to help resolve the issue in a timely manner. Read previous transactions to validate if repeating issue or case is currently being worked on or completed.
- Listened to and empathized with customers and acknowledged their concerns. Explained policy, process, routed the case correctly if needed.
- Followed correct procedures for call/case, explained outcome of what I found
- Answered and managed incoming mostly and outgoing calls while recording accurate messages for distribution to office staff.
- Provided correct resolution, answered all questions from caller to the best of my ability.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Managed high volumes of incoming calls professionally, directing callers to appropriate personnel or departments.
- Contributed to a positive work environment through excellent interpersonal skills and collaborative teamwork efforts.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
Phlebotomist
SPECIALTY MEDICAL LABORATORY
02.2019 - 03.2020
- Packaged and shipped specimens to central lab daily.
- Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between orders.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
- Verified proper storage and transportation of specimens to laboratories.
- Centrifuged blood samples as outlined in clinical protocols.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Reviewed and processed requisitions for laboratory tests.
- Organized daily work based on collection priority.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- 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.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Contributed to the development of phlebotomy training materials, enhancing the skillset of new employees and improving overall team performance.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Monitored supply levels and placed orders for laboratory supplies.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Verified patients' identification for proper sample collection.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Contributed to a reduction in wait times by quickly assessing patient needs, prioritizing cases based on urgency, and efficiently completing blood draw procedures.
- Identified veins suitable for venipuncture with precision, minimizing discomfort for patients.
- Ensured proper identification and documentation of samples, significantly reducing instances of mislabeling.
- Collected, labeled, and processed blood samples for variety of tests, ensuring accuracy and timely delivery to laboratory.
- Increased patient satisfaction by providing gentle care and empathetic support during blood collection procedures.
- Maintained high standards of cleanliness and sterilization of phlebotomy equipment, ensuring patient safety.
- Collaborated with healthcare teams to prioritize urgent blood draws, ensuring timely analysis for critical care decisions.
- Assisted in development of phlebotomy training manual, standardizing procedures and improving training efficiency.
- Monitored patients for adverse reactions post-venipuncture, ready to provide immediate care if needed.(i.e. if they faint, or bled after blood draw)
- Enhanced patient experience by performing blood draws quickly and efficiently.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
Phlebotomist
FAMILY PRACTICE ASSOCIATES
01.2016 - 01.2019
- Packaged and shipped specimens to central lab daily.
- Validated blood and specimen collection orders, alerting nurses, or physicians of discrepancies between order and nursing station logs.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Verified proper storage and transportation of specimens to laboratories.
- Centrifuged blood samples as outlined in clinical protocols.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
Specimen Processing Specialist
LABORATORY CORPORATION OF AMERICA
01.2013 - 02.2014
- Meticulously handled and processed by centrifugation room temperature, refrigerated, and frozen blood specimens.
- Verified patient information in LABCORP/LABCORP BEACON for accuracy.
- Maximized productivity levels within the department by effectively prioritizing tasks based on factors such as urgency, complexity, and available resources.
- Supported the implementation of new testing methodologies, aiding in the expansion of laboratory services offered.
- Reduced sample rejections by verifying correct labeling, storage conditions, and transport methods for each specimen type.
- Facilitated seamless coordination between departments by serving as a liaison between specimen processing specialists, laboratory technicians, and clinical staff members.
- Ensured compliance with all relevant safety protocols while handling biohazardous materials during specimen processing tasks.
- Processed high volumes of time-sensitive specimens without compromising accuracy or quality standards under tight deadlines.
- Streamlined specimen processing workflows to improve turnaround times and ensure timely delivery of results to clients.
- Enhanced laboratory efficiency by accurately processing and labeling specimen samples.
- Efficiently prepared specimens for shipment to external testing facilities, ensuring adherence to packaging guidelines and regulatory requirements.
- Skillfully identified critical values or abnormal results, notifying appropriate personnel for timely intervention and patient care.
Education
Medical Administrative Assistant
Missouri College
St. Louis, MO04.2000
Medical Assistant
Brian Institute
St. Louis, MO04-1984
Skills
- Phlebotomy
- Venipuncture
- Laboratory Experience
- Medical collection
- Medical terminology
- Typing
- Laboratory Procedures
- Insurance Verification
- Medical Office Experience
- Computer Skills
- Hospital Experience
- Assessments
Additional Information
Vision award helped put together Patient Service Center manual., Local award showed excellent teamwork., Achieving extraordinary customer relations certificate.
Assessments
- Call Center Customer Service, 02/01/20, Familiar
- Conscientiousness, 02/01/20, Highly Proficient
- Medical Billing, 07/01/19, Proficient
- Medical Lab Procedures - Phlebotomy, 02/01/20, Proficient
- Verbal Communication, 02/01/20, Proficient
- Medical terminology, 07/01/19, Completed
Accomplishments
- Achieved emails by greeting, research, closed completing task with accuracy and efficiency, working from home, with team lead support.
- Documented and resolved every call from the service member, veteran and retiree which led to them receiving their benefits.
- Achieved Service members, veteran, retirees through effectively helping with emails working from home.
Certification
- Medical Assistant Certificate Bryan Institute October 1994
- Medical Computer Secretary Missouri College April 2000
- Kentucky Driver's License
Service Excellence Award 2024
This was a total shock to me because I strive for total quality in my work performance, not looking for recognition for doing my job. On each call I took from our Service Members, Veterans, Retirees and their families allowed me to communicate with compassion and care and showed them that their opinion and service mattered. I tried to always be friendly, courteous and respectful. And one day my Manager called me to the office, me not knowing what it was about, my manager said to me I know if I don't tell you this you won't go to North Carolina, North Carolina for what? You were nominated for the Service Excellence Award and you have to go to North Carolina, you and your family. I was speechless. But it was an accomplishment that I still cherish and appreciate. I have my award on my wall from Service Source, Inc. thank you
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
General Clerk II
ServiceSource Inc.
06.2021 - 09.2024
Phlebotomist
SPECIALTY MEDICAL LABORATORY
02.2019 - 03.2020
Phlebotomist
FAMILY PRACTICE ASSOCIATES
01.2016 - 01.2019
Specimen Processing Specialist
LABORATORY CORPORATION OF AMERICA
01.2013 - 02.2014
Medical Administrative Assistant
Missouri College
Medical Assistant
Brian Institute
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