Customer Service Support Assistant
Resume:
• Rhonda Agramonte
• *** Sunset Ave
• North Providence, RI 02904
• ********@*****.***
• Medical Support Assistant/ Coder/Phlebotomist with 23 years' experience in a multi-physician practice and hospital setting.
• Relevant Skills
• Supervisor experience
• Excellent written and verbal communication skills
• Proficient with Microsoft Office, VISTA, Care Evolve
• Research Coordinator
• All aspects of administrative support
• Phlebotomy and EKG's
• Specimen Processing
• Medical Terminology
• Injections and IV's for Intravenous therapy
• H&H and glucose testing
• LIS System for ESR
• Vital signs
• McKesson 120 for random urinalysis testing
• Experience
o Employer: Brown University Health Laboratory
o Title: Customer Service Outreach Lab/Billing dept o Location: Providence, RI
o Duration: 03/04/2023 - Present
o Job Duties:
• Summary:
Under the general supervision of the Pathology Manager and in accordance with established policies and procedures, performs a variety of customer service duties to respond via telephone and/or fax to all customer inquiries/requests in a prompt, accurate and courteous manner. Identify and expediently resolve discrepancies that occur in laboratory samples and test orders that cannot be resolved without direct customer contact.
• Reviewing patients' medical records and translating the information into codes of highest specificity that insurers use to process claims
• Analyzing patient charts and documents for verification, accuracy, and completeness
• Consulting medical staff for clarification and confirmation of diagnoses and treatments
• Complying with medical coding guidelines and policies and meeting daily coding targets
• Ensuring that patients' information and data remains secure and confidential
• Responsibilities:
Uses proper telephone etiquette, an acquired broad base of knowledge and lab system functions and other resources to resolve problems and respond to customer inquiries in addition to assisting co-workers in the research and solution of unusual or complex problems and requests.
Researches and responds to interface customer concerns and problems associated with transmittal or orders and results. Acts as liaison between outreach clients and the laboratory. Performs registration and ordering functions on request.
Creates a daily problem report pending log and worksheet and notifies customers through direct telephone contact of test and sample discrepancies which cannot be resolved at initial data entry; documenting resolution of these problems through a daily resolution log and creating labels to ensure samples will be forwarded appropriately for completion of testing. Appends and deletes tests and charges from patient records as directed by technical departments or customer service; notifies the customer verbally, when necessary, as to the reason for the change.
Provides customer field service assistance upon request to ensure smooth transition of new accounts. Responsible for the smooth transmission of information between shifts.
Completes and maintains log of all telephone calls and documents disposition of all calls and referrals. Completes all required forms associated with the handling of inquiries, requests, and complaints in accordance with established procedures. Makes outgoing test result calls to customers as assigned; adheres to the established priority calling order and time constraints. Uses automated information system to research and resolve problems and requests by reviewing data for discrepancies and resolving discrepancies by using standard departmental procedures.
Keeps all reference materials current. Complies with all company and department policies and procedures.
Contributes to the team effort by accomplishing related results as needed.
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o Employer: Miriam Hospital/ Outreach
o Title: Phlebotomists
o Location: Providence, RI
o Duration: 12/1/19 - Present
o Job Duties:
• Summary:
Responsible for drawing and/or collecting specimens from patients preparing specimens for laboratory analysis and ensuring tests have been run and results are received promptly.
Responsibilities:
Follows established protocols for ensuring patient and specimen identification Performs phlebotomy techniques according to established protocols including venipuncture and finger-stick procedures on all ages. Performs specimen processing and data entry according to established protocols
Performs procedures pertaining to the collection of other specimens for laboratory testing such as throat culture urine culture etc. May perform point of care testing in the office setting with training May obtain laboratory reports, review reports for accuracy and distribute reports to appropriate clinical personnel according to established procedures Complies with all safety infection control and HIPAA policies and procedures Actively involved in the training and orientation of new employees and/or students
Attends and participates in phlebotomy meetings and or training sessions Provides exceptional customer service to all who utilize the laboratory Will stay to accommodate any late end of day patients and will communicate with the Laboratory Director should late patient draws become routine Adheres to Coastal Medical Corporate and Coastal Medical Laboratory policies concerning dress code professional conduct attendance punctuality documentation performance criteria and other directives as issued Performs other job-related duties as assigned.
• Employer: VA Medical Center
• Title: Advanced Medical Support Assistant
o Location: Providence, RI
o Duration: 4/1/16 – 11/19
o Job Duties:
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
• Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
• Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.
• Participates and provides input for problem solving situations with both VA and Non-VA facilities.
• Transcribes a full range of laboratory reports from voice recording, hand written documents, and electronically transmitted files.
• Enters correct billing codes to produce complete and accurate electronic documentation of Surgical Pathology, Cytology, Bone Marrow, and Autopsy examination reports.
• Enters specimens into VISTA and files tissue blocks and microscopic slides
• Time keeping duties include compiling employee time, production, and payroll data from time sheets and other records.
• Serves as a back-up for the Laboratory Secretary in their absence.
• Acts as Blood Drawing Room receptionist when needed.
• Acts as order processor.
• Provides all associated clerical support as needed.
• Performs lab data entry.
• Tracks education and general laboratory office supply inventory. o Employer: VA Medical Center
o Title: Phlebotomist/ Lab Assistant
o Location: Providence, RI
o Duration: 9/21/2015 – 4/01/16
o Job Duties:
• Performed routine venipuncture specimen collections from inpatients and outpatients.
• The Medical Technician will be required to proficiently collect blood samples with minimal number of failures, minimal patient bruising, or required re-stick & ensure that samples are submitted to the clinical lab.
• The incumbents will also accession specimens, and perform other procedures as necessary to ensure appropriate specimen receipt, handling, and processing for accurate, reliable lab results.
• The incumbents will give required collection instructions to patients relating to take home tests.
• The incumbent(s) will work in the specimen reception area and enter test, labels specimens, and delivers them to the appropriate test areas. The Medical Technician reviews each incoming specimen to verify the order; to verify the proper specimen is submitted for the ordered tests; and ensures that proper identification is present on the container.
• Additionally, the Medical Technician answers telephone calls; greets, assists and directs all non-lab staff coming into the lab.
• The Medical Technician assists the Medical Technologists by sorting and centrifuging blood samples for patient testing.
• The Medical Technician enters information into the Vista computer system. o Employer: Bio Reference Labs
o Title: Phlebotomist/Lab Assistant
o Location: Cumberland, RI
o Duration: 4/23/2014- 9/20/2015
o Job Duties:
• Patient registration for outpatient clinics.
• Testing urine for hcg and dipstick.
• Packaging specimens to various laboratories for send out tests.
• Data entry, faxing, filing and other basic clerical duties.
• Verify specimens are properly labeled and collected in proper tube.
• Telephone calls to primary physicians for DX codes.
• Employer: Rheumatology Associates
• Title: Phlebotomist/Lab Assistant
• Location: Pawtucket, RI
• Duration: 9/1/10-9/15/2013
• Job Duties:
• Five Physician practice seeing 80-100 patients per day.
• ESR Quality Control testing and entering test in LIS system.
• Random urinalysis quality control testing on McKesson 120
• Specimen processing.
• Set up Central IVs for Intravenous therapy.
• Patient workload 30-50 patients per day.
• Employer:NeuroHealth
• Duration: 11/3/08 -1/29/10
• Title: Research Coordinator
• Location: Warwick, RI
• Job Duties:
• Coordinate clinic visit activities for assigned drug studies.
• Responsible for tracking adverse events, SAE’S and concomitant medication for assigned study patients.
• Responsible for dispensing and tracking experimental drug use.
• Responsible for entering and self-auditing databases per study protocol.
• Participate as a team member for screening potential study subject participants.
• Maintain case report forms, charts and documentation.
• Ensure all clinical activities are carried out in accordance with all applicable laws and regulations.
• Venipuncture/Urine Collection.
• Perform EKGs.
Employer: Hypertension & Nephrology Inc. Research Division
• Title: Research Coordinator
• Location: Providence, RI
• Duration: 10/2007- 11/2008
• Job Duties:
• Coordinate clinic visit activities for assigned drug studies
• Responsible for tracking adverse events, SAE’S and concomitant medication for assigned study patients
• Responsible for dispensing and tracking experimental drug use
• Responsible for entering and self-auditing databases per study protocol
• Participate as a team member for screening potential study subject participants
• Maintain case report forms, charts and documentation
• Ensure all clinical activities are carried out in accordance with all applicable laws and regulations
• Venipuncture/Urine Collection
• Perform EKGs
• Employer: East Side Laboratory
• Title: Supervisor Full time
• Duration: 03/2003-01/2007
• Job Duties:
• Supervised 12 phlebotomist for nursing homes and stat blood work
• Dispatching and Scheduling
• Implemented the safety of needle sticks and blood pathogens.
• Customer service with medical facilities for ICD/CPT codes for medical insurance.
• Certificates
• CCRI of Lincoln
o Phlebotomy certificate
o June 2001
• American Society of Clinical Pathology
• PBT (ASCP) 2001
o SNOMED Clinical Terms
o Basic Medical Terminology
• • • •
• • Basic Medical Terminology (General Staff Education) • •
• The National Institute of Health (NIH) Office of Extramural o Certification Number: 46255
o NorthWestern University Clinical & Translational Sciences o CRC basic training: A Practical Introduction to the Clinical Research Coordinator Role
o August-2008
o University of Rochester
o EResearch Technology (Ert) Training program
o Phoenix Data Services
o PDS Express Electronic Data Capture System Trail o Clinical Trails
o A phase2, Randomized, Open-label study to access the safety and efficacy of weekly (QW) Or once every two week (Q2W) Dosing of Epoetin Alfa (PROCRIT) in Anemic Subjects with low- or Intermediate-Risk Myelodysplastic Syndromes (MDS)
o A Randomized Double-Blind, Parallel GroupStudy Evaluating the efficacy and Saftey of Co-Administration of a triple Combination Therapy of Olmesartan Medoxomil, Amlodipine Besylate and Hydrochlorothiazide in Subjects with Hypertension.
o A Randomized, Double-Blind, Placebo controlled, Multi-Center, Phase 2b Study to Evaluate the Saftey and Efficacy of Pridorin in patients with Nephropathy due to Type 2 Diabetes.
o Randomized, Double Blind study is to evaluate the safety and effectiveness of high dosages of Coenzyme Q10 in slowing clinical decline in people who have early Parkinson disease.
o A Randomized, Double-blind, Placebo-controlled, Dose-ranging Trial of Oral Inosine to Assess Safety and Ability to Elevate Urate in Early Parkinson's disease
o The purpose of this study is to longitudinally follow consenting clinical trial participants who participated in PRECEPT (A Randomized, Double Blind, Placebo Controlled, Dose Finding Study to Assess the Efficacy and Safety of CEP 1347 in Patients With Early Parkinson's Disease). The study will assess the clinical and imaging outcomes relevant to the natural history of Parkinson's disease (PD), as well as determine early biomarkers of the disease.
o The primary objective of the study is to determine the utility of blood plasma infrared spectroscopy (biospectroscopy) in distinguishing subjects with idiopathic Parkinson's disease from healthy controls. o A Multi Center, Double Blind, Randomized Start, Placebo-Controlled, Parallel-Group Study to Assess Rasagiline as a Disease Modifying Therapy in Early Parkinson's Disease Subjects
• References furnished upon request
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