Summary
Overview
Work History
Skills
Timeline
Generic

Louise Silva

Vista,CA

Summary

With 20 years of experience in both AP and CP, I have a strong understanding of Epic Beakers system, including functionalities, workflows, and integrations, allowing me to effectively support system optimization and user needs. I have excelled in enhancing customer satisfaction and employee motivation by leveraging my problem-solving skills and strong interpersonal communication. Personable and resourceful, I bring a strong aptitude for technology and a proactive approach to problem-solving.





Overview

20
20
years of professional experience

Work History

Manager, Pathology Administrative Services

Scripps
12.2023 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees,.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Provided monthly and quarterly reporting for productivity and QA monitoring

Supervisor of Lab Collection Services

Scripps
09.2016 - 12.2023
  • Venous blood collection
  • Capillary blood collection
  • Trains students and new hires in phlebotomy and processing of specimens
  • Front desk check-in support.
  • Performed annual evaluations and reviews for large staff of employees.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Handles customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Interviewed, hired and trained new employees.
  • Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
  • Creates successful work schedules for each employee over four PSC locations.
  • Maintains compliance with company policies, objectives and communication goals.
  • Co-Chair and member of Pre-analytical Committee
  • Created and updated policies for outpatient laboratory.
  • Managed budget and ordered supplies

Phlebotomy Instructor

Phlebotomy U
10.2023 - 12.2024
  • Taught hands-on phlebotomy skills
  • Taught didactic phlebotomy courses
  • Taught vein selection and blood extraction protocol in real-time with demonstration materials and in clinical settings.
  • Coached students on individual level with patience and positive reinforcement.
  • Provided educational lectures and facilitated discussions on weekly basis.
  • Provided immediate and constructive feedback to students individually and as group.
  • Distributed course syllabus and communicated course standards and learning objectives to students.
  • Upheld classroom rules and regulations according to campus and department guidelines.

Laboratory Client Services Representative

Scripps
09.2015 - 09.2016
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Transcribed results for send-out testing.
  • Investigate and troubleshoot delayed test results.
  • Assisted laboratory staff with correct ordering and processing of lab tests.
  • Liaison between physicians, laboratory, patients, and reference laboratories.

Lab Assistant

Scripps
07.2006 - 09.2015
  • Demonstrated competence in collecting lab samples for testing.
  • Prepared samples for centrifugation, aliquoting and preserving sample integrity.
  • Assisted with supply inventory and ordering
  • Front desk check-in and transcribing physician lab requests.

Health Information Management

Scripps
07.2005 - 07.2006
  • Reviewed medical records for completeness and filed records in alphabetic and numeric order.
  • Followed exact procedures for handling transfers and other releases of medical records.
  • Accurately pulled patient records for upcoming appointments and procedures.
  • Relayed patient messages to physicians

Skills

  • Problem-solving skills
  • End user support
  • Computer proficiency
  • Excellent interpersonal skills
  • Beaker AP and CP Superuser
  • Training Students and New Hires
  • Employee Motivation
  • Performance Goals
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Productivity Standards
  • Customer Satisfaction
  • Workflow Processes
  • Management Abilities
  • Team Oriented

Timeline

Manager, Pathology Administrative Services

Scripps
12.2023 - Current

Phlebotomy Instructor

Phlebotomy U
10.2023 - 12.2024

Supervisor of Lab Collection Services

Scripps
09.2016 - 12.2023

Laboratory Client Services Representative

Scripps
09.2015 - 09.2016

Lab Assistant

Scripps
07.2006 - 09.2015

Health Information Management

Scripps
07.2005 - 07.2006

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Louise Silva