Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Yolanda Dickerson-Scott

Memphis,TN

Summary

Dedicated results-driven, customer-centric health care professional with a history of meeting company goals, utilizing consistent and organized practices seeking the position of CSA Manager. I have a proven track record of exceptional customer service, client retention, growth, and overall client satisfaction.

Overview

24
24
years of professional experience

Work History

Client Services Representative

AEL - Memphis
Memphis, TN
12.2022 - Current
  • Retain client business by performing monthly site visits, problem-solving, and acting as a liaison with laboratory management and operations.
  • Manage customer/supplier relationship functions through reports and client evaluations.
  • Monitor clients for upsell opportunities and downward trends to monitor for attrition.
  • Assist Clients with testing information and pricing.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Supports the sales team and the sales/marketing director in providing timely, professional, courteous service.
  • Perform client in-services for proper specimen collection, ATLAS, and Xifin usage.
  • Documented customer correspondence in Hc1 to track requests, problems and solutions.
  • Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.

Certified Phlebotomist – Team Lead

AEL - Memphis
Memphis, TN
03.2005 - 12.2022
  • Assist the Phlebotomy Manager in supervising employees at multiple sites and reporting locations to maintain consistent practices across the company
  • Perform Written and Verbal Communication
  • Manage effective schedules to cover all clients and departmental needs
  • Foster communication within teams and between departments
  • Monitor customer service and support staff in resolving patient concerns to maximize workflows
  • Comply with internal SOPs and external regulations to achieve compliance, accuracy, and efficiency in the testing and administration of the lab
  • Interview and hire new phlebotomists and processors
  • Performed bedside tests like bleeding time, HgB, urine pregnancy tests, and urinalysis tests and entered results into the computer
  • Train staff on COVID-19 swab collection method
  • Perform payroll
  • Complete Personnel Action Forms for employee terminations, resignations, and lateral movements
  • Promote the organization's mission, vision, and values and train new clinical staff in phlebotomy procedures
  • Comply with internal SOPs and external regulations to achieve compliance, accuracy, and efficiency in the testing and administration of the lab
  • Notify management of compliance and workplace safety issues from the department and recommend simple solutions
  • Uphold all compliance standards and keep the team in line with requirements
  • Used personal protective equipment correctly to protect coworkers and patients
  • Perform client in-service on proper collection and centrifugation techniques to reduce erroneous results.

Laboratory Coordinator

Christ Community Health Services
Memphis, TN
05.2003 - 03.2005
  • Carried out day-to-day duties accurately and efficiently in a fast-paced environment
  • Conducted venipuncture and other blood collection procedures
  • Labeled transfer tubes for handling and storing specimens for transport
  • Trained new clinical staff in phlebotomy procedures
  • Organized daily work based on collection priority
  • Blood was collected from veins by vacuum tube, syringe, or butterfly venipuncture methods
  • Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.

Lead Phlebotomist

UT Family Medicine - Healthplex
Memphis, TN
09.1999 - 05.2003
  • Performed venipuncture, arterial blood gas specimens, and other CT procedures
  • Centrifuged, labeled tubes, followed directions for handling and storing specimens for transport
  • Performed bedside tests like urinalysis, urine pregnancy, mono spot, rapid step, hemoccult stool cards and entered results into patient charts
  • Completed proper sanitation and cleaning of equipment and work areas between patients
  • Reviewed patient records for accuracy and completeness
  • Trained new clinical staff in phlebotomy procedures
  • Monitored patients for reactions and verified sample quality
  • Performed bedside tests like AccuCheck tests and entered results into patient charts.

Education

Master of Health Administration -

University of Phoenix
11.2024

Bachelor of Science: Health Administration -

University of Phoenix
03.2023

Certificate: Phlebotomy -

Shelby State Community College
08.1993

High School Diploma -

Northside High School
05.1990

Skills

  • Performance Improvement to cultivate team engagement and productivity
  • Team coaching and training
  • Hc1 documentation and client tracking
  • Workday payroll processing
  • I have led teams of 100 employees and client offices consisting of payroll and daily scheduling
  • Problem Solving and conflict resolution
  • Customer/Client Service
  • Goal Oriented
  • Risk Management
  • Possess excellent proficiency in Microsoft Office tools, Adobe, Excel, Outlook, and Teams
  • Atlas and Apollo trainer
  • Familiar with most Electronic Medical Record Software
  • Data Confidentiality
  • Proficient with all AEL software (Hc1, Apollo, Antrim, ATLAS, XiFin, XiFin BI, Certify Expense Management)
  • AEL procedure manual writing process
  • Create training manuals for new and existing team members
  • Compliance and Privacy Management
  • Excellent written and verbal communication skills with high attention to detail

References

  • Laurie McConnell, Regional Director, AEL - Memphis, 901.432.8574
  • Shonna Jackson, CSA Team Leam, AEL - Memphis, 901.619.9212
  • Linda Irwin, Phlebotomy Manager, AEL - Memphis, 901.283.9353

Timeline

Client Services Representative

AEL - Memphis
12.2022 - Current

Certified Phlebotomist – Team Lead

AEL - Memphis
03.2005 - 12.2022

Laboratory Coordinator

Christ Community Health Services
05.2003 - 03.2005

Lead Phlebotomist

UT Family Medicine - Healthplex
09.1999 - 05.2003

Master of Health Administration -

University of Phoenix

Bachelor of Science: Health Administration -

University of Phoenix

Certificate: Phlebotomy -

Shelby State Community College

High School Diploma -

Northside High School

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Yolanda Dickerson-Scott