Thuy Nguyen
Los Angeles,USA
Summary
Dynamic professional with a proven track record in service management, recognized for driving operational efficiency and delivering exceptional customer satisfaction. Strong emphasis on team collaboration and results-oriented strategies enables effective adaptation to evolving business needs. Expertise in conflict resolution, process improvement, and staff training fosters a motivating environment that empowers teams to achieve their goals. Committed to leading initiatives that enhance performance and cultivate a culture of excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Service Supervisor (Interim)
Quest Diagnostics
Fullerton, CA
05.2024 - Current
- Supervise Patient Service Representatives ( PSRs), phlebotomists, and site leads.
- Manage staffing schedules, coverage, and overtime control.
- Provide coaching, performance evaluations corrective action, and development plans
- Support hiring, onboarding, and training of new employees
- Foster a positive, collaborative culture aligned with Quest way and the Five Cs
- Conduct huddles and review dashboards to drive performance accountability
- Address escalated patient concerns or service issues
- Ensure patients receive professional, courteous and timely service
- Manage Payroll approvals, timekeeping and labor productivity
- Coordinate communication between PSCs, leadership, couriers, and laboratory teams.
- Support regional initiatives, projects, and change implementation
- Support company goals related to growth, patient access, and operational excellence
- Monitor PSC performance metrics (patient wait time, productivity, patient satisfaction, Open Invoices EasyPay, self-pay, etc.
- Ensure site meet 1x and 2x operational targets and quality benchmarks
- Ensure compliance with SOPs, Specimen handling protocols, HIPPAA, and safety standards.
- Conduct site audits, room checks, and process reviews to reduce risk.
- Coordinated and managed appointment schedules through ShiftPlanning -Humanity to enhance operational efficiency.
PSR IV, Group Lead
Quest Diagnostics
Whittier, CA
09.2020 - 05.2024
- Coordinated with supervisor to ensure effective integration of updated standard operating procedures across the team.
- Facilitated accurate inventory counts to ensure stock integrity.
- Provided guidance to employees on best practices for handling draw kits to enhance operational efficiency.
- Ensure staff is following all safety precautions.
- Identified root causes of tnps challenges and implemented effective solutions to improve testing processes.
- Implemented employee coaching and retraining programs to improve performance and productivity.
- Developed and implemented onboarding processes to enhance employee integration and performance.
- Facilitated annual phlebotomy competency evaluations to ensure staff proficiency.
- Analyzed and rectified discrepancies in timecard data before forwarding for managerial approval.
- Executed monthly PSC audits to ensure compliance and operational integrity.
- Conducted briefings to communicate and clarify updated information to team members.
Phlebotomist PSR III Float
Quest Diagnostics
Whittier, CA
04.2012 - 09.2020
- Travel to different PSC locations to provide staffing coverage due to vacancies, vacations call-cuts, or highs patient volume
- Perform blood collections, specimen processing and patient registration as required
- Follow all specimen labeling, handling, and documentation procedures
- Provide professional, courteous service to ensure a positive patient experience
- Adjust quickly to new teams and environments while maintaining productivity
- Collaborate with site leads, group leads, and supervisors to meet operational needs.
- Communicate travel, scheduling, and coverage updates with leadership
- Document time, mileage (if applicable), and assignments accurately.
Rep, PS II- Site Lead
Quest Diagnostics
Huntington Beach, CA
02.2009 - 04.2012
- Responsible for overseeing daily PSC operations to ensure the site remain clean, organized, and fully stocked with necessary supplies
- Monitors inventory levels, order supplies as needed and check for expired materials to maintain compliance and safety standards.
- Ensure all employees follow current SOPs and provide training
- Support Easy Pay initiatives and distributes patient surveys to enhance patient service experience
- Clarify test documentation requirements to ensure correct specimen
Phlebotomist
Quest Diagnostics
Westminster, CA
02.2008 - 02.2009
- Responsible for accurately entering patient information into Care360, verifying and clarify test orders when requisitions are unclear to ensure processes specimens.
- Performs phlebotomy and process specimen
- Assists with site lead with monitoring inventory and ordering supplies to ensure the Patient Service Center remains fully stocked and operational.
Receptionist
Quest Diagnostics
Westminster, CA
11.2005 - 02.2008
- Maintain professionalism while supporting efficient front desk and patient service operations
- Answers incoming call assist patients and providers with inquires, and clarifies test orders when needed
- Responsible for accurately entering patient demographic information physician test order into Care360, ensuring all date is completed and correct.
Education
Certified Phlebotomist -
U.S College
Anaheim, CaliforniaMedical Assistant - undefined
Concord Career College
San Bernardino, CaliforniaSkills
- Complaint handling
- Task delegation
- Service order flow
- Emotional intelligence
- Scheduling
- Adaptability and flexibility
- Coaching & Mentoring
- Time management
- Scheduling
- Adaptability and flexibility
- Excell skills
Accomplishments
Meeting metrics for 2025. hitting 2X target with TNPS at YTD 284
Certification
- Licensed- Phlebotomist CPT 00033688
Timeline
Patient Service Supervisor (Interim)
Quest Diagnostics
05.2024 - Current
PSR IV, Group Lead
Quest Diagnostics
09.2020 - 05.2024
Phlebotomist PSR III Float
Quest Diagnostics
04.2012 - 09.2020
Rep, PS II- Site Lead
Quest Diagnostics
02.2009 - 04.2012
Phlebotomist
Quest Diagnostics
02.2008 - 02.2009
Receptionist
Quest Diagnostics
11.2005 - 02.2008
Medical Assistant - undefined
Concord Career College
Certified Phlebotomist -
U.S College
Awards And Acknowledgements
- 2016-07-01, Finalist for the employee of the 2nd quarter, Quest Diagnostics
- 2015-07-01, Recognized for Agile, Quest Diagnostics