Abigail Lynn Baguio Mendoza
Dubai
Summary
Experienced Technical Operations Specialist with demonstrated history of working in the hospital and referral laboratory. Skilled in project coordination, customer service, staff management and problem solving skills.
Overview
24
24
years of professional experience
Work History
Acting Laboratory Supervisor
National Reference Laboratory
04.2023 - Current
- Manage technical and administrative operations of laboratory
- Prepare monthly staff duty rotation and regularly arrange schedule to address workforce shortage.
- Monitor quality controls weekly and or monthly to ensure proper documentation for corrective actions.
- Prepare and update policies, procedures and workflows
- Monitor the TAT to ensure timely reporting of tests to clients
- Manage Internal incidents RCA and Corrective action (workflow and process review)
- Monitor stock process and introduce steps to ease flow, develop flowchart and excel sheets for stock documentation records.
- KPI generation per section, update monthly dashboard & corrective action
Technical Operations Specialist
National Reference Laboratory
06.2021 - Current
- Supports operations on projects (laboratory management, visa screening collection sites, key accounts referral business
- Handles operations and logistics related requirements for regional clients
- Established and managed daily operations of home collection service during pandemic
- Leads onboarding and go-live of onsite phlebotomy services offered by NRL
- Monitors specimen rejection rate and identifies and coordinates implementation of corrective and preventive action
- Provides client education on specimen collection and other technical related process
- Provides support to scientific team on projects such as new tests development
- Coordinates with laboratory operations for process flow improvements initiative
- Provides support to Finance for operation related queries and process improvements
- Coordinates communication and relationship between NRL and affiliated referral laboratories
- Assists Sales team on new accounts and maintaining existing accounts
- Support Technical Operations on implementation of D2C service line
- Monitor activity for key accounts. This involves training, monitoring timely result delivery to client, proactive follow up with client, etc.
- Assist on in-service training if issues appear to be client education related.
- Support DCW team on weekly test sprint cycle to improve reporting and billing cycle.
- Review referral laboratories contracts for technical operations requirements.
- Compile monthly KPI and test down report.
- Support on test identification requirements for a tendering process.
- Maintain up-to-date test information on Directory of Services, Cerner and MyCare.
Technical Support Supervisor
National Reference Laboratory
01.2015 - 05.2021
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to client queries
- Monitor systems in operation and quickly troubleshot errors.
- Managed and led technical support department
- Reviewed laboratory problem reports (laboratory staff will enter problem codes for specimens failing certain requirements – insufficient volume, unacceptable specimen [whole blood versus serum], exposed to light, too old, lab accident) for trends.
- Assist on Work in Progress reports. These reports are reviewed to ensure all results are received and reported to clients.
- Generate KPI reports or unique data for clients.
- Monitor and resolves customer concerns.
- Analyze customer call volume and led technical solution support to improve efficiencies and decreased handling times.
- Prepares Technical Support Team Roster
Customer Care Team Lead
National Reference Laboratory
01.2013 - 12.2014
- Leads Customer service team.
- Responsible for internal communication within different departments i.e., laboratory, Finance, Logistics, Supply management and other stakeholders
- Responsible for external communication to clients related to test update, specimen requirement, price inquiry, and Turn-around-time and specimen rejection.
- Responsible for communication to reference laboratories i.e., CGC Genetics, Laboratory Corporation of America.
- Monitors pending list and TAT for tests performed in-house and referred out
- Conducts orientation for new clients and continuous client education
- Handles and resolves client concerns and complaints
- Involved in special projects within organization
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Customer Care Liaison
National Reference Laboratory
08.2011 - 12.2013
- Established Customer service department.
- Handles telephone and email inquiries.
- Monitors pending list and TAT for tests performed in-house and referred out
- Responsible for internal and external communication
- Handles and resolves client concerns and complaints.
Medical Laboratory Technologist
National Reference Laboratory
12.2009 - 07.2011
- Accessioning of samples
- Responsible in receiving and processing all types of specimens including urine stool, tissue and other body fluid submitted for testing. This includes samples from inpatient, outpatient, account holder referral laboratories, walk-in patients, survey samples (CAP).
- Responsible in processing (includes counterchecking, sample counting, printing dispatch reports) and sending all samples for referred out to reference laboratories outside UAE on prescribed dates of shipments.
- Evaluates all tests requested to determine appropriate specimen collection. (e.g., time of collection, specimen requirements.) Prior to distribution in each laboratory section.
- Performs preventive and calibration maintenance.
- Performs quality control on analyzers prior to testing.
- Performs hematology, chemistry, serology, urinalysis testing.
- Assist Technical Director in daily operation of laboratory.
- Handles communication to client and referral laboratories.
- Enters validation data in EP evaluator.
Medical Laboratory Assistant
American Hospital Dubai
07.2006 - 11.2009
- Prepared laboratory samples for analysis and performed data entry for accurate reporting.
- Maintained confidentiality of all patient information to conform to HIPAA, internal, and other regulatory standards.
- Followed safety protocols to maintain safe and secure laboratory environment.
- Performs inpatient and outpatient phlebotomy. Responsible for drawing blood from adults, toddlers and neonates (Venipuncture and Skin Puncture) with its proper and aseptic collection techniques.
- Responsible in receiving and processing all types of specimens including urine stool, tissue and other body fluid submitted for testing. This includes samples from inpatient, outpatient, account holder referral laboratories, walk-in patients, survey samples (CAP & Acutest), and sterility checking samples within the hospital.
- Responsible in processing (includes counterchecking, sample counting, printing dispatch reports) and sending all samples for referred out to reference laboratories outside UAE on the prescribed dates of shipments.
Senior Medical Laboratory Technologist
University of Santo Tomas Hospital
03.1999 - 07.2005
- Prepared laboratory samples for analysis and performed data entry for accurate reporting.
- Performed routine maintenance and calibration of laboratory equipment to produce accurate results.
- Followed safety protocols to maintain safe and secure laboratory environment.
- Documented and reported equipment malfunctions to supervisor for fast resolution and maintenance.
- Performed comprehensive analysis of patient samples and generated detailed reports to inform medical staff of results.
- Trained and supervised new laboratory staff to improve skills in laboratory procedures.
- Participated in laboratory audits and assessments to maintain compliance and improve results.
Education
Bachelor of Science - Medical Technology
University of Santo Tomas
Manila, PhilippinesSkills
- Customer Accounts Management
- Complaint Resolution
- Customer Service Expertise
- Process Improvement Initiatives
- Workflow Processes
- Issue and Complaint Resolution
- Timely Project Completion
- Employee Coaching
- Project Leadership
Timeline
Acting Laboratory Supervisor
National Reference Laboratory
04.2023 - Current
Technical Operations Specialist
National Reference Laboratory
06.2021 - Current
Technical Support Supervisor
National Reference Laboratory
01.2015 - 05.2021
Customer Care Team Lead
National Reference Laboratory
01.2013 - 12.2014
Customer Care Liaison
National Reference Laboratory
08.2011 - 12.2013
Medical Laboratory Technologist
National Reference Laboratory
12.2009 - 07.2011
Medical Laboratory Assistant
American Hospital Dubai
07.2006 - 11.2009
Senior Medical Laboratory Technologist
University of Santo Tomas Hospital
03.1999 - 07.2005
Bachelor of Science - Medical Technology
University of Santo Tomas
Similar Profiles
IBRAHIM MOHAMMEDIBRAHIM MOHAMMED
Medical laboratory technician at National Reference LaboratoryMedical laboratory technician at National Reference Laboratory
ZOSIMO PRADO IIIZOSIMO PRADO III
Senior Medical Technologist (Microbiology) at National Reference LaboratorySenior Medical Technologist (Microbiology) at National Reference Laboratory
S'nentokozo Felicia KubhekaS'nentokozo Felicia Kubheka
BSc Medical Technician: Immunology at Ampath | National Reference LaboratoryBSc Medical Technician: Immunology at Ampath | National Reference Laboratory