Darcel Bowins
Atlanta
Summary
Delivering kind and attentive service to patients of all ages. Provide compassionate and reassuring service to patients during venipuncture and / or capillary blood collection. Explain the procedure to patients, perform blood draws, and correctly label samples collected. Apply keen attention to detail to ensure proper collection and labeling of all blood samples. Key skills include: Venipuncture / Capillary Blood Collection, Empathetic Customer Service, Excellent Communication Skills, Specimen Preparation, Medical Records Data Entry / Coding, Insurance / Payment Processing.
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Support Specialist
Optum
Owensboro, KY
03.2024 - Current
- Resolved complex member inquiries across benefits, claims, eligibility, and authorizations with accurate, timely communication.
- Guided members through healthcare processes, explaining plan details, billing questions, and next-step requirements.
- Documented interactions in CRM systems, maintaining compliant case notes and clear resolution histories.
- Escalated sensitive issues to appropriate departments while tracking follow-up until closure.
- Coordinated with internal teams to resolve service barriers and improve case turnaround.
- Interpreted policy guidelines and coverage rules to deliver consistent support and reduce misinformation.
- Mentored new support staff on call handling, documentation standards, and customer service expectations.
- Identified recurring service issues and recommended process improvements to strengthen team efficiency.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Phlebotomist
Quest Diagnostics
Tucker, GA
11.2023 - 11.2024
- Performed venipuncture and capillary collection using proper patient identification and specimen labeling procedures.
- Processed specimens for accessioning, centrifugation, and transport to support a timely laboratory workflow.
- Verified collection orders and patient information in laboratory systems to maintain accurate records.
- Processed specimens for accessioning, centrifugation, and transport to support timely laboratory workflow.
- Monitored specimen quality and followed compliance standards to reduce recollections and processing errors.
- Trained new phlebotomy staff on collection techniques, safety practices, and customer interaction standards.
- Coordinated daily collection workflow with clinical teams to maintain efficient patient throughput.
- Resolved collection issues and prioritized specimen handling to support reliable laboratory operations.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Centrifuged blood samples as outlined in clinical protocols.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
Site Coordinator
Labcorp
Atlanta, GA
03.2022 - 11.2023
- Reported performance, compliance, or staffing issues to supervisors to ensure operational standards
- Managed patient flow, wait times, inventory levels, and information logs to enhance service efficiency
- Monitored monthly productivity reports and reported any deviations.
- Perform blood collections by venipuncture and capillary techniques for all age groups
- Promote teamwork, cohesiveness and effective communication among coworkers
- Perform data entry of patient information in an accurate and timely manner
- Process billing information and collect payments when required.
- Processed billing information and collected payments to maintain accurate financial records
- Monitor monthly productivity reports and report any deviations as necessary
- Performed various administrative and clerical tasks to support daily operations
- Coordinated daily patient service center operations, ensuring efficient specimen collection and workflow continuity.
- Monitored compliance with laboratory procedures, safety requirements, and quality standards across site activities.
- Scheduled staff coverage and prioritized tasks to support consistent service delivery and patient throughput.
- Trained new team members on accessioning, specimen handling, and site-specific operational processes.
- Resolved patient service issues promptly, maintaining professional communication and accurate documentation.
- Managed inventory of collection supplies and reordered materials to prevent operational disruptions.
- Reviewed documentation for completeness and accuracy before submission to laboratory processing systems.
- Improved site efficiency by coordinating daily priorities, reducing delays, and supporting cross-functional teams.
- Promoted a culture of continuous improvement within the team, encouraging input from all members for process optimization purposes.
- Scheduled staff and volunteers to cover all necessary duties during planned events.
- Developed strong relationships with subcontractors, ensuring timely completion of tasks and adherence to guidelines.
- Maintained a safe and productive work environment by enforcing strict adherence to safety guidelines, promptly addressing any hazards or non-compliance incidents.
- Oversaw successful project completions while consistently meeting or exceeding both internal and client expectations in terms of quality, scope, budget, and timeline parameters.
- Coordinated site investigations, documented issues, and escalated to executive teams.
Phlebotomist
Laboratory Corporation of America
Maryland
05.2019 - 03.2022
- Provide compassionate and reassuring service to patients during venipuncture and / or capillary blood collection.
- Explain the procedure to patients, perform blood draws, and correctly label samples collected.
- Ensured proper sterilization of medical instruments and lab areas by strictly adhering to infection control protocols and safely disposing of blood products.
- Trained new hires in phlebotomy techniques, patient relations, documentation procedures, and HIPAA compliance, enhancing team competency.
- Assisted child patients, responding to supervisor requests and employing techniques to foster comfort and communication.
- Received several "Employee of the Month" awards for exceptional service and dedication.
- Collecting blood samples from patients, labeling them and dispatching them for analysis and testing.
- Delivered blood samples promptly to the designated laboratory for analysis.
- Performed a range of laboratory tests to ensure quality patient diagnostics.
- Collected laboratory specimens using established protocols to ensure safety and accuracy.
- Assembling medical equipment, such as blood collection devices, tourniquet, needles, cotton and trays.
- Entering data into laboratory and hospital data systems.
- Maintaining patient confidentiality according to applicable laws.
- Obtaining appropriate medical information from patients.
- Identifying and preparing patients.
- Monitoring patient glucose levels by performing bedside glucose tests.
- Collecting blood specimens through venipuncture and skin puncture.
- Ensuring open channels of communication between patients and employees.
- Assisting in the training of students and new employees.
- Ensuring appropriate equipment and supply usage.
- Maintaining neat, organized records and work station area.
- Providing quality, innovative care to patients.
- Assessing a situation, considering options or alternatives, and then choosing an appropriate course of action.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
Education
Certificate - Healthcare
American Academy of Phlebotomy
Baltimore, MD08-2019
Skills
- Customer support
- CRM software
- Process improvement
- Service efficiency
- Customer engagement
- Customer relationship management
- Complaint handling
- Conflict resolution
- Follow-up coordination
- Patient Care
- Healthcare support
- Patient support
- EMR Systems
- Medical Office Experience
- Medical Scheduling
- Insurance Verification
- Documentation management
- Data entry
- Time management
- Team collaboration
- Technical assistance
- Anatomy Knowledge
- Blood collection
- Specimen handling
- Specimen labeling
- Order of draw
- Privacy regulations
- Patient privacy
- Office Management
- Dispatching
- Service knowledge
- Problem-solving
- Customer feedback
- Specimen labeling
- Patient support
- Follow-up coordination
Certification
Certified Phlebotomy Technician, May 2022, ASCP Certification, MLT Certification
Timeline
Customer Support Specialist
Optum
03.2024 - Current
Phlebotomist
Quest Diagnostics
11.2023 - 11.2024
Site Coordinator
Labcorp
03.2022 - 11.2023
Phlebotomist
Laboratory Corporation of America
05.2019 - 03.2022
Certificate - Healthcare
American Academy of Phlebotomy