Tonji Denise Keizer
Louisville,KY
Summary
I am an enthusiastic, highly motivated, and results-oriented professional with 20 years’ medical experience. I am seeking opportunities to positively impact an organization while pursing my passion for continuous learning and development.
Overview
24
24
years of professional experience
Work History
Contact Representative
Internal Revenue Service
11.2021 - Current
- Confer with taxpayers by telephone to provide information about tax accounts, refunds, transcripts, math errors, adjustments, and general questions related to US Federal Income Tax regulations and policies.
- Maintained accurate records of customer interactions, detailing inquiries, complaints, and actions taken to ensure effective follow-up.
- Researched and analyzed records to resolve taxpayer questions and concerns, enhancing overall taxpayer satisfaction.
- Conveyed complex tax processes and information clearly to callers, improving their understanding and compliance with regulations.
- Ensure the security and privacy of all taxpayers’ information by properly adhering to all Internal Revenue Manual mandates.
- Skills and Competencies Exercised: Personal Service, Active Listening, Oral Comprehension/Communication, Empathy, Attention to Detail, Critical Thinking, Self-Control/Ability to Maintain Composure, Reading and comprehension.
- Special Achievements: OJI Certification, Acting Lead, Classroom instructor
Advanced Medical Support Assistant
Department of Veteran Affairs
11.2020 - 11.2021
- Coordinated patient appointments across multiple telehealth clinics and service providers to optimize care access.
- Process medical release of information requests, in accordance with HIPAA and FOIA guidelines.
- Interviewed patients to gather medical information and triaged urgent issues for immediate action.
- Process medical release of information requests, in accordance with HIPAA and FOIA guidelines.
- Contacted patients to confirm appointments and communicated schedule changes to providers, ensuring clinic operations ran smoothly.
- I have thorough knowledge of eligibility for VA medical care, priorities for care, release of information, Health Information Portability and Accountability Act (HIPM) Laws, and the Medical Fee Basis programs. Must have knowledge of and be able to provide information about VA Medical Care Cost Recovery Program to patients regarding insurance data collection and revenue collection. The incumbent(s) must demonstrate that they have performed duties related to these programs.
- I have thorough knowledge of eligibility for VA medical care, priorities for care, release of information, Health Information Portability and Accountability Act (HIPAA) Laws, and the Medical Fee Basis programs. Must have knowledge of and be able to provide information about VA Medical Care Cost Recovery Program to patients regarding insurance data collection and revenue collection. The incumbent(s) must demonstrate that they have performed duties related to these programs.
- Demonstrated comprehensive knowledge of clinic processes and services to effectively support interactions across various hospital clinics.
Health Benefit Administrator
Department of Veteran Affairs
11.2019 - 11.2021
- Acted as subject matter expert and advisor to veterans in the National Enrollment Program, communicating complex coverage information regarding federal regulations, collective agreements, benefit and compensation policies, personnel procedures, and classification programs.
- Ensured integrity of enrollment processes by properly registering eligible veterans through Health Eligibility Center with complete, accurate information and assisting with online application processing.
- Explained VA benefits and related support programs to veterans, providers, and advocates through direct communication.
- Skills and Competencies Exercised: Analyzing Data and Information, Communication, Interpersonal Expertise, Active Listening, Customer and Personal Service.
- I was responsible for scanning all medical documents received and ICB scanning. The HBA is responsible for scanning all medical documentation into the Computerized Patient Record System (CPRS) to ensure patient safety and patient quality of care.
Phlebotomist
Premier Medical Group
05.2019 - 11.2021
- Draw blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Adapt venipuncture methods for age appropriateness, ensuring neonatal, pediatric, adolescent, adult, and geriatric tests are performed with the correct equipment.
- Organized and cleaned blood-drawing trays, ensuring sterility of instruments and first-time use of needles and syringes.
- Matched laboratory requisition forms with corresponding specimen tubes to ensure accurate processing.
- Disposed of blood and other biohazard materials following laws and standards.
- Adhered to laboratory control policies to maintain specimen integrity.
- Adapted venipuncture methods for various age groups, ensuring appropriate equipment was used for neonatal, pediatric, adolescent, adult, and geriatric tests.
- Process samples within a laboratory environment.
- Skills and Competencies Exercised: Customer and Personal Service, Empathy, Communication, Service Orientation, Critical Thinking, Medical Office Software and automation.
Medical Technician
Department of Veteran Affairs
12.2018 - 11.2019
- Disposed of contaminated sharps following laws, standards, and policies to ensure safety and compliance.
- Organized and cleaned blood-drawing trays to maintain sterility and ensure all instruments were first-time use.
- Match laboratory requisition forms to specimen tubes.
- Matched laboratory requisition forms with corresponding specimen tubes to ensure accurate processing.
- Disposed of blood and biohazard fluids following laws and standards.
- Assist patients and providers with the diagnosis and treatment of patient illnesses/medical conditions.
- Skills and Competencies Exercised: Caring for Others, Information Gathering, Communication, Electronic Medical Records and Microsoft Office applications, Attention to Detail, Empathy, Critical Thinking.
- I maintain operational and quality control logs, records, and worksheets.
- I Identified unusual test results or discrepancies/conditions that can lead to erroneous results.
- I provide education to patients for proper collection techniques of urine, stool, or other fluid collections.
Health Technician
US Army Medac
05.2016 - 12.2018
- Conducted diagnostic functions in clinical laboratory, contributing to accurate patient assessments.
- Collect biological specimens from patients.
- Cleaned medical equipment to maintain hygiene standards.
- Clean medical equipment.
- Dispose of biomedical waste in accordance with standards.
- Ensure the proper handling of confidential patient medical charts and personal information.
- Process medical release of information requests, in accordance with HIPAA and FOIA guidelines.
- Researched costs and effectiveness of laboratory equipment, sourced supplies based on cost-benefit analysis under government contracts, ensuring resource efficiency.
- Skills and Competencies Exercised: Communication, Critical Thinking, Empathy, Efficiency, Safety and Security, Attention to Detail.
Life Support Technician/Team Lead
Neuro Restorative
04.2014 - 05.2016
- Supported patient care for individuals recovering from brain injuries, fostering a compassionate environment.
- Administer medication as directed by supervisory medical staff.
- Administered medication according to instructions from supervisory medical staff.
- Obtain Vitals (blood pressure, pulse, temperature, weight, height) for each patient.
- Assist with patient meal planning and daily independent-living goals.
- Updated patient charts with vital statistics and alerted supervisory medical staff to changes in behavior, mood, or physical conditions, ensuring timely interventions.
- Communicate with providers, advocates, family, and other caregivers regarding patients’ individual health plans.
- Trained and oriented new staff, enhancing team capability and improving patient care continuity.
- Skills and Competencies Exercised: Empathy, Information Gathering, Documenting and Recording Information, Communication, Active Listening, Collaborating with Others, Knowledge of Safety and Security Procedures.
Phlebotomist
Jewish Hospital
08.2013 - 02.2014
- Disposed of contaminated sharps following applicable laws, standards, and policies to maintain a safe working environment.
- Organized and cleaned blood-drawing trays, ensuring sterility of instruments and first-time use of needles, syringes, and related items for patient safety.
- Match laboratory requisition forms to specimen tubes.
- Matched laboratory requisition forms to specimen tubes, facilitating accurate processing and analysis of specimens.
- Disposed of blood and biohazard fluids according to laws and standards.
- Dispose of contaminated sharps, in accordance with applicable laws, standards, and policies.
- Assist in the training of new technicians.
- Skills and Competencies Exercised: Critical Thinking, Attention to Detail, Safety and Universal Precautions, Integrity, Dependability, Empathy, Collaboration and Teamwork.
Phlebotomist
Samaritan Medical Group
01.2011 - 07.2011
- Drew blood from veins using vacuum tube, syringe, or butterfly venipuncture methods to ensure accurate sample collection.
- Perform finger/heel sticks for use in biochemical, microbiological, and hematological testing.
- Collected tissue, blood, urine, stool, sputum, and other specimens for laboratory testing, contributing to comprehensive patient diagnostics.
- Processed incoming laboratory specimens for proper labeling, containers, temperatures, and storage, ensuring reliability of test results.
- Skills and Competencies Exercised: Patient and Personal Service, Empathy, Communication, Service Orientation, Critical Thinking, Medical Office Software and automation.
Sales Representative & Cashier
Victoria’s Secret
10.2010 - 07.2011
- Greeted customers and identified individual wants and needs to enhance shopping experience.
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Compute sales prices, total purchases, and receive and process cash or credit payment.
- Operate, balance, and report cashflow and transactions at points of sale/registers within the store.
- Answer questions regarding the store and its merchandise.
- Prepare merchandise for purchase or rental.
- Operated and balanced cash registers, reporting transactions accurately to maintain financial integrity.
- Skills and Competencies Exercised: Persuasion, Active Listening, Negotiation, Service Orientation, Sales and Marketing, Administration and Management
Medical Assistant/phlebotomist
Suburban Family Practice
06.2008 - 07.2009
- Draw blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Greeted patients and created welcoming, comfortable atmosphere to enhance patient experience.
- Update and maintain patient medical charts and personal information in accordance with HIPAA
- Interviewed patients to gather medical information and effectively triage urgent issues for timely action.
- Answer and initiate telephone calls on behalf of the medical practice.
- Conducted in-house training for physicians and staff on coding, diagnosis sequencing, and documentation requirements using electronic medical records software.
- Demonstrated social perceptiveness and empathy while interacting with patients.
Phlebotomist
Comanche County Memorial Hospital
08.2007 - 03.2008
- Performed clinical laboratory testing by drawing blood from veins using vacuum tube, syringe, or butterfly venipuncture methods to support accurate diagnostics.
- Perform clinical laboratory testing, involving drawing blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
- Collect tissue, blood, urine, stool, sputum, and other specimens for laboratory testing.
- Process incoming laboratory specimens to ensure proper labeling, containers, temperatures, and storage.
- Assisted medical providers with blood collection in ER, PACU, CCU, and ICU departments, ensuring timely access to critical patient information.
- Demonstrated dependability and integrity in all tasks performed in clinical settings.
Medical Assistant/Phlebotomist
Zlb Plasma Services
10.2005 - 01.2008
- Interviewed patients to gather comprehensive health histories and personal data, facilitating accurate medical assessments.
- Measure vital signs (pulse, temperature, blood pressure, weight, height).
- Prepare patient for Pheresis collection processes.
- Ensure that all specimens were properly labeled, stored, and handled.
- Ensured proper labeling, storage, and handling of specimens, maintaining compliance with safety and quality standards.
- Update and maintain patient charts in accordance with HIPAA.
- Evaluate and screen patients, updating medical records and referring them (when necessary) to a nurse, physician assistant, or medical doctor.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Skills and Competencies Exercised: Active Listening, Communication, Critical Thinking, Reading Comprehension, Empathy, Attention to Detail, Ability to Work Independently and on a Team, Dependability.
Retention Sales Representative
Assurant Group
03.2003 - 04.2005
- Answered and placed telephone calls to address customer inquiries about services, pricing, availability, and credit terms, enhancing customer understanding and satisfaction.
- Consult with clients after sales or contract signings to resolve problems and provide ongoing support.
- Answering and placing telephone calls regarding customers' questions about services, prices, availability, or credit terms.
- Documented and recorded outcomes of all calls and activities in customer database, ensuring accurate tracking of customer interactions.
- Skills and Competencies Exercised: Communication, Relationship Building, Negotiating, Marketing, Persuasion, Data Organization, Product Knowledge, Industry Insight.
Education
Medical Assistant Phlebotomy - Medical Assistant/ Phlebotomy Technician
Platt College
Lawton, OklahomaH.S. Equivalency Diploma - General Studies
Earl C Clements Job Corp
Morganfield, Kentucky 05.2001 -
Skills
Goal-oriented
Empathy
Social perceptiveness
Cross-cultural sensitivity
Strong interpersonal skills
Data analysis
Conflict resolution
Timeline
Contact Representative
Internal Revenue Service
11.2021 - Current
Advanced Medical Support Assistant
Department of Veteran Affairs
11.2020 - 11.2021
Health Benefit Administrator
Department of Veteran Affairs
11.2019 - 11.2021
Phlebotomist
Premier Medical Group
05.2019 - 11.2021
Medical Technician
Department of Veteran Affairs
12.2018 - 11.2019
Health Technician
US Army Medac
05.2016 - 12.2018
Life Support Technician/Team Lead
Neuro Restorative
04.2014 - 05.2016
Phlebotomist
Jewish Hospital
08.2013 - 02.2014
Phlebotomist
Samaritan Medical Group
01.2011 - 07.2011
Sales Representative & Cashier
Victoria’s Secret
10.2010 - 07.2011
Medical Assistant/phlebotomist
Suburban Family Practice
06.2008 - 07.2009
Phlebotomist
Comanche County Memorial Hospital
08.2007 - 03.2008
Medical Assistant/Phlebotomist
Zlb Plasma Services
10.2005 - 01.2008
Retention Sales Representative
Assurant Group
03.2003 - 04.2005
H.S. Equivalency Diploma - General Studies
Earl C Clements Job Corp
05.2001 -
Medical Assistant Phlebotomy - Medical Assistant/ Phlebotomy Technician
Platt College