Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Leslie Cogan

Stoneham

Summary

Skilled in providing high-quality customer service as an Answering Service Operator. Strengths include effective communication skills, multitasking under pressure, and managing high call volume with professionalism. Have consistently ensured client satisfaction by addressing inquiries promptly and resolving issues efficiently. Demonstrated ability to make a positive impact on company's overall customer service ratings through diligent work ethic and attention to detail.

Overview

32
32
years of professional experience

Work History

Answering Service Operator

Best Message Center
Wilmington
12.2014 - 11.2024
  • Managed incoming calls using multi-line phone system effectively.
  • Coordinated message delivery to ensure timely communication with recipients.
  • Trained new operators on company protocols and customer service standards.

Laboratory Secretary/Phlebotomist /Switchboard Receptionist

Winchester Hospital
Winchester
01.1998 - 05.2014
  • Managed laboratory correspondence and schedules for efficient operations.
  • Assisted in preparing reports and documents for laboratory procedures.
  • Ensured compliance with hospital policies and confidentiality standards.
  • Trained new staff on office protocols and laboratory procedures.
  • Communicated effectively with medical personnel to facilitate workflow.
  • Made reservations for customers and accurately entered personal information into computer system.
  • Ensured compliance with HIPAA regulations when handling confidential patient information.
  • Managed multiple projects simultaneously while meeting deadlines.
  • Greeted visitors and scheduled appointments for laboratory personnel.
  • Maintained laboratory records, including specimen tracking and data entry.
  • Entered patient data into the laboratory information system accurately and completely.
  • Assisted with the preparation of specimens for testing.
  • Prepared charts and forms required by regulatory agencies such as CLIA.
  • Monitored quality control processes within the laboratory environment.
  • Initiated communication between clinical departments regarding test results or special requests.
  • Processed patient orders in a timely manner and ensured accuracy of information entered into the computer system.
  • Verified insurance coverage prior to ordering tests or services for patients.
  • Reviewed lab results before releasing them to ensure accuracy of information reported.
  • Answered telephones, directed calls to appropriate personnel, and responded to inquiries from patients, physicians and other healthcare professionals.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Answered telephones and directed calls to appropriate medical or adminstrative staff.

Switchboard Operator

Lawrence Memorial Hospital
Medford
01.1993 - 12.2000
  • Operated multi-line switchboard to connect calls efficiently.
  • Provided accurate information to callers regarding hospital services.
  • Maintained a professional demeanor while handling high call volumes.
  • Assisted visitors with directions and hospital information inquiries.
  • Recorded messages and relayed them to appropriate personnel promptly.
  • Monitored emergency alarms and responded according to protocols.
  • Collaborated with staff to ensure smooth communication across departments.
  • Updated directory information for departments and personnel as needed.
  • Handled confidential information with discretion and professionalism.
  • Answered and transferred incoming calls to appropriate departments, personnel or outside lines.

Education

High School Diploma -

Stoneham High School
Stoneham, MA
06-1980

Skills

  • Multi-line phone management
  • Customer service training
  • Message coordination
  • Laboratory data entry
  • HIPAA compliance
  • Workflow communication
  • Time management
  • Report preparation
  • Emergency response protocols
  • Professional demeanor
  • Attention to detail
  • Problem solving
  • Effective communication
  • Team collaboration
  • Staff training
  • Data entry and tracking
  • Outbound calls
  • Customer communications
  • Client communications
  • Stress tolerance
  • Call reception
  • Memory retention
  • Professionalism and courtesy
  • Reporting and documentation
  • Strong problem-solving skills
  • Strong organization
  • Conference calls
  • Note-taking efficiency
  • Empathy and patience
  • Call routing
  • Social perceptiveness
  • Quality standards
  • Message taking
  • Documenting correspondence
  • Call records
  • Data entry proficiency
  • Verbal communication skills
  • Operating telephones
  • Telephone operation
  • Message documentation
  • Developing rapport
  • Telephone reception
  • Professional communication
  • Emergency response
  • Flexible schedule
  • Emergency call support
  • Excellent phone demeanor
  • Information assistance
  • Call transferring
  • Relay hearing-impaired calls
  • Search directories
  • Greeting customers
  • Call transfers
  • Front desk operations
  • Typing skills
  • Follow-up skills
  • Schedule coordination
  • Clerical support
  • Front desk management
  • Paging systems
  • Interpreting support

Affiliations

  • I am a very Compassionate person. I enjoy helping people in any way I can. I am a proud grandmother of 8, that keeps me busy and I love every minute of it, also a wife and mother's of 4. I enjoy the beach and being with family and friends. I am very motivated and take pride in my work ethics.

Timeline

Answering Service Operator

Best Message Center
12.2014 - 11.2024

Laboratory Secretary/Phlebotomist /Switchboard Receptionist

Winchester Hospital
01.1998 - 05.2014

Switchboard Operator

Lawrence Memorial Hospital
01.1993 - 12.2000

High School Diploma -

Stoneham High School

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Leslie Cogan