Tonia Grant-Ware
Gwynn Oak,MD
Summary
Accomplished Senior Patient Services Supervisor with two decades at Quest Diagnostics, recognized for driving employee engagement and operational excellence. Skilled in leading diverse teams, optimizing customer service, and implementing impactful training programs. Strong background in data management and promoting a collaborative work environment, focused on achieving continuous improvement.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Patient Services Supervisor
Quest Diagnostics, Inc.
04.2023 - Current
- Leads people and operations in creating a high-performing environment where employees can contribute their best while continuing to grow and develop their skills. Major areas of responsibility include employee engagement, hiring, training, and workforce planning with a special focus on coaching, developing and providing feedback to employees. Encourages cross-training and promotes a safe and professional environment in all supervised areas. Manages Phlebotomy Services which may include Patient Service Centers, In-Office Phlebotomy, and/or Mobile Phlebotomy) with direct responsibility for up to 35 non-exempt employees to include Group Leads.
- In absence of Territory Manager, functions in an acting capacity to ensure efficient day-today operations of all Phlebotomy Services in territory.
- Works closely with the Territory Manager during the Onboarding Process for all newly hired supervisors; provides peer mentorship and guidance to all newly hired supervisors.
- Conducts coaching/mentoring and project facilitation/execution based on needs of territory and/or region.
- Travels/visits territory at least 1-2 days per month.
- Participates in the interview and selection process for all territory supervisors.
- Provides assistance to the territory manager as needed to drive Everyday Excellence.
- Demonstrates and promotes the Quest Diagnostics Behaviors and Values in order to contribute to the overall Vision, Goals and Strategy.
- Works closely with the Territory Manager to ensure the fiscal responsibilities of the department are met. This includes implementation of cost containment programs, management of overtime, participation in standardization initiatives and needs assessment for capital expenditures.
- Works with Territory Manager to analyze and manage a departmental budget for manpower and operational costs.
- Organizes and leads projects both within the workgroup and with cross-functional groups. May be required to give presentations and speak in groups.
- Implements SOPs for phlebotomy services in accordance with Quest Diagnostics guidelines.
- Where applicable, ensures all Federal, State & local licensure requirements are met, working with the QA and Medical Director's offices.
- Performs site visits at all assigned PSC's/ IOP's and mobile phlebotomy sites and document findings. Perform QA audits.
- Prepares month-end reports.
- Reinforces customer-focused improvement by investigating, resolving, and responding to internal and external customer complaints efficiently and effectively using Everyday Excellence Principles.
- Responsible for performance-oriented supervision, training, coaching, and developing new employees and all staff on all job duties, compliance, and annual competency requirements.
- Prepares employee schedules; monitors employee attendance and performance; maintains adequate departmental coverage; provides corrective action and counseling as required. Prepares and administers annual performance appraisals.
- Oversees inventory process for supervised facilities.
- Relocates/opens/closes PSCs and IOPs as needed.
- Participates in the interview, selection and hiring of new employees that demonstrate Quest Behaviors.
- Establishes and cultivates an inclusive, motivational, enabling and performance-oriented work environment through engagement, collaboration, and transparent communication.
- Drives an environment of continuous process improvement locally by engaging employees to implement ideas that will simplify and improve their work. Supports being united as one team on enterprise continuous improvement methodologies and initiatives as appropriate.
- Excellent organization, communication, and interpersonal skills; Agile in managing concerns of internal and external customers and employees in a professional manner.
- Communicates and interacts regularly and transparently with employees; disseminates information in a timely manner.
- Ensures required trainings are completed by self and staff to meet deadlines: (i.e. Compliance, Safety, Safe Driver, etc.).
- Responsible for the accuracy of invoice and expense coding and associated records.
- Responsible for the accuracy of payroll and associated records.
- Properly maintains required records and documentation.
- Knows where to find, understands, can properly articulate and comply with company and departmental policies, protocols and procedures including but not limited to Safety, Compliance, and Quality Assurance.
- Demonstrates organizational commitment.
- Ensure all employees meet requirements for driving on company business.
- All other duties as assigned, within scope of the position.
- Direct Supervision of 42 employees (Assist w/ overseeing 7 Patient Services Supervisors and their teams.)
- 27 locations
Patient Services Supervisor
Quest Diagnostics, Inc.
11.2020 - 04.2023
- Oversee functions of Patient Services that may include Mobile Phlebotomy, In Office Phlebotomy and Patient Service Centers. The Supervisor will have responsibility for all activities of the function including but not limited to, training of all personnel, all daily operations and staffing of PSCs. Ensure maintenance of a safe, professional environment in all facilities supervised.
- Responsible for daily operations of all assigned facilities, PSCs, mobile and in-office phlebotomy.
- Implements SOPs for phlebotomy services in accordance with Quest Diagnostics guidelines.
- Where applicable, ensures all Federal, State & local licensure requirements are met, working with the QA and Medical Director's offices.
- Ensures all Laboratory testing QA/QC documentation is complete and reviewed as required.
- Oversees safety, maintenance, and cleanliness of facilities (including upgrades, repairs, etc.).
- Performs site visits at all assigned PSCs/ IOPs and mobile phlebotomy sites and document findings. Performs QA audits. Site visits scheduled appropriately to provide adequate supervision.
- Relocate/open/close PSCs, IOPs and RRLs.
- Oversees inventory process for supervised facilities.
- Participates in the interview, selection and hiring of new employees.
- Responsible for training, coaching, supervision and development of staff.
- Monitors on-going performance of employees; provides corrective action and counseling as required. Performs mid-year and annual performance appraisals.
- Holds regularly scheduled meetings for dissemination of all information to staff.
- Ensures all employees meet requirements for driving on company business.
- Tracks/enters time/attendance of employees.
- Prepares schedules with minimal overtime for employees and floaters. Maintains adequate coverage for all facilities.
- Prepares month-end reports.
- May perform training and onboarding of new Clients.
- Investigates/resolves and responds to customer complaints appropriately and effectively.
- Responsible to ensure Quest improvement and/or standardization initiatives are implemented.
- Assists in preparation of annual budget for areas of responsibility. Maintain budget control throughout the year in areas of responsibility.
- Supervisor participates to assure fiscal responsibilities of the department are met. This includes implementation of cost containment programs, management of overtime, and participation in standardization initiatives and needs assessment for capital expenditures.
- Participates on process improvement teams, or other initiatives to meet management objectives.
- Organizes and leads projects both within the work group and with cross-functional groups. May be required to give presentations and speak in groups.
- Demonstrates and lives the Values of Quest Diagnostics.
- All other duties as assigned, within scope of the position.
- Direct Supervision of 30 or more people
- 27 locations
Group Lead PSR IV-Patient Services (Fill-in Patient Service Supervisor)
Quest Diagnostics, Inc.
03.2015 - 11.2020
- I have a deep understanding and knowledge of established practices and procedures and create an atmosphere of trust and confidence to our patients, customers, clients and internal leadership.
- I am responsible for providing my Supervisor and/or Functional Patient Service Manager with Patient, Client, Field, Compliance, Training, Metrics, and Administrative support as needed in the Patient Service Region.
- I have functioned as a back up to my Supervisor and carry out duties and responsibilities, to include opening new accounts, interviewing prospects', on-boarding new employees, and transferring existing employees during my Supervisor's absence. Also, performed signing- off on time in Workforce Central and creating and sending out employee weekly schedules.
- I have been very dependable and have always demonstrated Quest Leadership Behaviors.
- I have always provided coaching, mentoring, instruction and have been a constant resource advisor to all employees, other Supervisors, and Group Leads.
- I have acted as a point of contact to staff, various departments, and clients in the region and have provided regular input to the Supervisor and/or Functional Patient Service Manager.
- I provide great leadership skills, customer service skills and I am great at verbal and written communications, problem solving, and collaborating with multiple functions, such as Sales, Laboratory Testing Services, IT connectivity, Billing, and Logistics due to their specialty and/or complex test orders.
- I am great at multi-tasking and working under pressure.
- I have volunteered and coordinated for many health fairs, the American Cancer Society, Georgia Tech Blood Drive, Walmart Health fairs, etc.
- I am also Nesting Coach certified.
- I perform all tasks that is expected of me, to include: Monthly Site Visits, End of the Month Metrics, PSC Monthly Checklist, Insurance Denials and TNP's to list a few.
- Complete Resume from 1999-2007 is available upon request.
Processor, PSRII, Floater III
Quest Diagnostics, Inc.
05.2007 - 03.2015
- I processed many samples with little or no supervision and no errors.
- I traveled to various locations to include Tennessee.
- I helped District Manager with many projects to include billing issues.
- I always have been dependable and trustworthy.
- I have always completed the tasks that are given in a timely manner.
- I have served as the EHS Facilitator and on the Ergonomics Team for our Territory.
- I have always shown the willingness to learn.
Phlebotomist
18years +Work Experience
01.1999 - 05.2007
- I have worked as a phlebotomist for 30+ years.
- I have worked in the Columbus Regional Hospital, Emory Hospital, CHKD Hospital, the American Red Cross, Home Health Care, ParaMed, and Quest Diagnostics, Inc.20 yrs. (as a temp.-2006 and then hired on FT-2007).
Education
Associate of Science - Business Health Administration
Strayer University
08.2025
Medical Coding and Billing
Kee Business College
09.2003
AMT-Phlebotomy -
Columbus Technical College
12.1998
Skills
- Microsoft Office Suite
- Data management systems
- Presentation skills
- Team collaboration tools
- Windows applications expertise
- EHR software proficiency
- Customer service excellence
- Employee engagement strategies
- Peer development initiatives
- Communication skills
- Organizational skills
- Leadership capabilities
- Dependability and reliability
- Adaptability and quick learning
- Multi-tasking abilities
Certification
- Medical, 09/26/03, Medical Billing and Coding-Non-Associate (6-month attendance and requirements met)
- AMT- Phlebotomy, 12/18/98, AMT-Nationally Certified (18-month attendance and requirements met)
Affiliations
- LQMS (Leadership training in Laboratory Quality Management Systems)
- Organizational Member (Inclusion and Diversity, African AMerican Business Leaders, Young Professionals, Women in Leadership)
- Certified New Hire Nesting Coach
- Health Fair Coordinator
- EHS Representative/Facilitator
- Ergonomic Team Representative
- LEAN Workshop Participant
References
References available upon request.
Timeline
Senior Patient Services Supervisor
Quest Diagnostics, Inc.
04.2023 - Current
Patient Services Supervisor
Quest Diagnostics, Inc.
11.2020 - 04.2023
Group Lead PSR IV-Patient Services (Fill-in Patient Service Supervisor)
Quest Diagnostics, Inc.
03.2015 - 11.2020
Processor, PSRII, Floater III
Quest Diagnostics, Inc.
05.2007 - 03.2015
Phlebotomist
18years +Work Experience
01.1999 - 05.2007
Associate of Science - Business Health Administration
Strayer University
Medical Coding and Billing
Kee Business College
AMT-Phlebotomy -
Columbus Technical College
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