Teresa Dexter
Prescott,AZ
Summary
Dynamic Certified Phlebotomy Technician and Customer Service Representative with a proven track record at Ansible Government Solutions and Aetna US Healthcare. Expert in venipuncture and infection control, coupled with exceptional customer service and problem-solving abilities. Elevated patient satisfaction and streamlined specimen processing, demonstrating a continuous learning mindset and adaptability.
Overview
35
35
years of professional experience
Work History
Certified Phlebotomy Technician
Ansible Government Solutions
Prescott, AZ
08.2020 - Current
- Implemented infection prevention measures while conducting venipunctures or capillary punctures on diverse populations.
- Enhanced patient comfort by maintaining a calm and professional demeanor during blood draw procedures.
- Consistently followed hospital protocol for proper disposal of biohazardous waste materials, ensuring safety compliance.
- Maintained sterile environments for safe and effective sample collection, reducing contamination risks.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Exhibited strong interpersonal skills when interacting with patients from various cultural backgrounds to establish rapport quickly.
- Upheld strict confidentiality standards to protect sensitive patient information in accordance with HIPAA regulations.
- Increased patient satisfaction by addressing concerns and answering questions about the phlebotomy process.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Contributed to team success by training new phlebotomists on proper techniques and best practices.
- Supported lab technicians by properly preparing specimens for analysis, expediting results processing times.
- 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.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
Certified Phlebotomy Technician
MetroLab
Prescott, AZ
06.2018 - 08.2020
- Maintained sterile environments for safe and effective sample collection, reducing contamination risks.
- Implemented infection prevention measures while conducting venipunctures or capillary punctures on diverse populations.
- Enhanced patient comfort by maintaining a calm and professional demeanor during blood draw procedures.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Evaluated and determined the most appropriate venipuncture site to minimize patient discomfort during blood collection procedures.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Exhibited strong interpersonal skills when interacting with patients from various cultural backgrounds to establish rapport quickly.
- Increased patient satisfaction by addressing concerns and answering questions about the phlebotomy process.
- Provided compassionate care for anxious patients throughout the phlebotomy process, easing fears and creating a positive experience.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Collaborated with healthcare professionals to provide high-quality care for patients requiring blood tests.
- Streamlined workflow by organizing supplies and maintaining a clean work area to optimize efficiency.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Packaged and shipped specimens to central lab daily.
- Centrifuged blood samples as outlined in clinical protocols.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Monitored supply levels and placed orders for laboratory supplies.
- Reviewed and processed requisitions for laboratory tests.
Certified Phlebotomist Technician
Aerotek
Prescott, AZ
12.2017 - 06.2018
- Upheld strict adherence to HIPAA regulations, maintaining the confidentiality of sensitive patient information at all times.
- Enhanced laboratory efficiency by properly labeling and processing collected specimens for testing.
- Reduced specimen collection errors with thorough patient verification and accurate order interpretation.
- Kept work area clean and organized, adhering to strict standards for sanitation and infection prevention.
- Increased patient comfort during blood draws by utilizing effective communication skills and gentle techniques.
- Contributed to a positive workplace culture through teamwork, professionalism, and a strong work ethic.
- Provided compassionate support to anxious or nervous patients, creating a more comfortable environment for blood draws.
- Ensured optimal specimen quality by adhering to strict venipuncture techniques and handling procedures.
- Elevated patient experience by addressing concerns or questions related to the phlebotomy process with patience and understanding.
- 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.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Reviewed patient records for accuracy and completeness.
- Verified patients' identification for proper sample collection.
- Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Collected blood samples in accordance with laboratory protocols and regulations.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
Customer Service Representative
Aetna US Healthcare
New Albany, OH
08.2001 - 04.2002
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
First USA
Columbus, OH
06.2001 - 08.2001
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Customer Service Representative
Trader Publishing Company
Phoenix, AZ
08.1989 - 05.1999
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
Education
Certified - Phlebotomist
Yavapai College
Prescott, AZ12.2017
Diploma - Basic
Cortez High School
Phoenix, AZ05.1982
Skills
- Continuous learning mindset
- Order of draw mastery
- Quality Control
- Proper Labeling Techniques
- Data Entry
- Geriatric phlebotomy
- Infection control standards
- Venipuncture Expertise
- Needle disposal safety
- Patient Safety
- Specimen Transportation
- Patient Positioning
- Infection control protocols
- Sample Storage Procedures
- Patient confidentiality
- Venipuncture
- Blood collection techniques
- Sample and specimen collection
- Specimen labeling procedures
- Adaptable to change
- HIPAA
- Patient identification accuracy
- Skin puncture techniques
- Patient Care
- Paperwork Processing
- HIPAA Compliance
- CPR/AED
- Heartsaver CPR AED (CPR AED)
- Butterfly Venipuncture
- Certified in CPR/AED
- Specimen Collection
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Client Relations
- Professional telephone demeanor
- Scheduling
- Appointment Scheduling
- Prioritization
- Clerical Support
- Filing
- Customer Education
- Multi-line phone talent
Timeline
Certified Phlebotomy Technician
Ansible Government Solutions
08.2020 - Current
Certified Phlebotomy Technician
MetroLab
06.2018 - 08.2020
Certified Phlebotomist Technician
Aerotek
12.2017 - 06.2018
Customer Service Representative
Aetna US Healthcare
08.2001 - 04.2002
Customer Service Representative
First USA
06.2001 - 08.2001
Customer Service Representative
Trader Publishing Company
08.1989 - 05.1999
Certified - Phlebotomist
Yavapai College
Diploma - Basic
Cortez High School