ANDREA WILLS
Richmond
Summary
Knowledgeable and dedicated customer service professional with extensive experience within the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Pacific Gas and Electric Company
12.2023 - 04.2024
- Handle inquiries in a safe, friendly, timely and highly accurate manner
- Handle a high volume of customer transactions ranging from general account inquires to potentially serious safety situations such as gas leaks and other safety concerns
Cashier Receptionist (Flu Clinic)
Kaiser Permanente
08.2023 - 12.2023
- Greet and assist patients
- Follow appropriate patient registration/check-in policies and procedures
- Verify and/or update all demographic information including selection of personal physician and location preference for follow up appointments based on appointment type
Phlebotomist/Covid Tester
Arch Staffing
05.2022 - 12.2022
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Enhanced testing accuracy by following strict procedures and utilizing proper equipment for COVID-19 testing.
- Improved patient experience by providing clear instructions on self-administered tests, ensuring accurate results with minimal discomfort.
- Handled and stored potentially contaminated nasal, oral and blood samples to prevent compromise.
- Reported positive and negative response cases according to established protocols and reporting mandates.
- Managed inventory levels of essential supplies such as swabs and test kits, ensuring uninterrupted testing services for the community.
Patient Care Technician
DaVita
09.2016 - 06.2022
- Performed dialysis treatments on patients with end-stage renal disease, following established protocols and ensuring patient safety
- Monitored vital signs, assessed patients’ condition during treatment, and made necessary adjustments to maintain optimal fluid balance
- Prepared dialysate solution according to prescribed formulas, ensuring accurate composition for each patient’s needs
- Administered medications as directed by healthcare providers and documented all interventions accurately in patient records
- Assisted in the insertion of vascular access devices such as arteriovenous fistulas or grafts under the supervision of a nurse or physician
- Ensured proper infection control practices were followed at all times during dialysis procedures to minimize the risk of cross-contamination
Covid Tester
Aerotek
12.2020 - 06.2021
- Under the general supervision of the Site Manager, the nasal swabber/collector provided service to NBA Warriors team players, their families and staff members
- Type of collections performed included: Nasopharyngeal swab, Oropharyngeal swab, Mid-turbinate swab, or Anterior nasal swab
Practice Coordinator
UCSF Mount Zion
12.2019 - 02.2020
- Enhanced patient experience by streamlining appointment scheduling and follow-up procedures.
- Oversaw billing processes, ensuring timely submission of claims and prompt payment from insurance providers.
- Improved staff communication and collaboration with the implementation of a centralized information system.
- Implemented new electronic medical record system, resulting in more accurate documentation of patient care.
- Provided exceptional customer service through active listening techniques, empathic communication methods.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Phlebotomist
Quest Diagnostics, All Medical Staffing
06.2019 - 09.2019
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
Medical Receptionist
Golden Gate Urgent Care
06.2018 - 04.2019
- Managed front desk operations, including greeting patients, scheduling appointments and answering phone calls
- Verified patient insurance information and collected co-pays and payments for services rendered
- Maintained accurate electronic medical records (EMR) by updating patient demographics and medical history
- Scheduled laboratory tests, radiology exams, and specialist appointments as per physician’s orders
- Assisted in the coordination of patient referrals to other healthcare facilities or specialists when necessary
Education
Health Education
Contra Costa College
San Pablo, Ca09.2005
High school or equivalent - undefined
El Cerrito High School
El Cerrito, Ca06.2004
Skills
- Active listening
- Critical thinking
- Data entry
- Multi-line phone talent
- Quality control
- Recordkeeping strengths
- Appointment scheduling
- Complaint resolution
- Conflict resolution
- Computer proficiency
- Call center experience
- Relationship building
Certification
- Basic Life Support Certification (BLS)
- CPR/AED Certification
- Certified Phlebotomy Technician NHA Renewal 2023/10
- Certified Phlebotomy Technician 1 CDPH Renewal 2023/10
Timeline
Customer Service Representative
Pacific Gas and Electric Company
12.2023 - 04.2024
Cashier Receptionist (Flu Clinic)
Kaiser Permanente
08.2023 - 12.2023
Phlebotomist/Covid Tester
Arch Staffing
05.2022 - 12.2022
Covid Tester
Aerotek
12.2020 - 06.2021
Practice Coordinator
UCSF Mount Zion
12.2019 - 02.2020
Phlebotomist
Quest Diagnostics, All Medical Staffing
06.2019 - 09.2019
Medical Receptionist
Golden Gate Urgent Care
06.2018 - 04.2019
Patient Care Technician
DaVita
09.2016 - 06.2022
High school or equivalent - undefined
El Cerrito High School
- Basic Life Support Certification (BLS)
- CPR/AED Certification
- Certified Phlebotomy Technician NHA Renewal 2023/10
- Certified Phlebotomy Technician 1 CDPH Renewal 2023/10
Health Education
Contra Costa College
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