The University of Rochester’s spirit of curiosity and creativity is fueled by the drive of faculty, staff, and healthcare providers who bring new ideas to life every day. At URochester, employees are encouraged to think ambitiously and work purposefully. In the “Living Our Values” series, get to know some of the many individuals who make our lives “ever better” by turning our mission into action each day.
Comfort in every draw—Meet members of our phlebotomist team
Kalissa Marks
Phlebotomist
Phlebotomy Department
How long have you been a phlebotomist, and what led you to this career?
I have been a phlebotomist at URMC for almost two years. I was drawn to this career because I enjoy working with patients and wanted to be part of the healthcare field in a hands-on role. Phlebotomy allows me to make a meaningful impact during each patient interaction, often during moments when an individual may feel anxious or scared. Being able to provide comfort while contributing to their overall healthcare experience is what initially inspired me to pursue this role and continues to motivate me every day.
What is one thing people might be surprised to learn about your role?
Phlebotomy provides a lot of variety. In addition to drawing blood, we perform EKGs, assist with patient specimen drop-offs, and offer road tech services to patients in our nursing homes as well as patient homes.
What does a typical day look like for you?
My day begins with opening the lab and ensuring everything is clean, organized, and ready for patients. I check in patients and draw blood throughout the day, relying on the guidance of our senior technicians and collaborating closely with my coworkers to ensure everything runs smoothly. Being able to support patients and working alongside such a skilled team makes every day meaningful.
What is the most rewarding part of your job?
I enjoy participating in the computer training class for new hires. We teach them how to register mock patients for blood work, including verifying information, understanding insurance, and reading and interpreting paper lab work orders. Seeing new team members gain confidence with their computer skills is incredibly rewarding. The class adds both a leadership and educational component to my day that I really enjoy.
How do you help patients feel comfortable during blood draws, especially those who are nervous or afraid of needles?
I take the time to explain the process, answer questions, and reassure them so they know what to expect. Using a calm and friendly approach, I work at a pace that makes patients feel safe and supported, which helps reduce anxiety and makes the experience as smooth as possible. When working with younger patients, I explain what I’m doing in an age-appropriate manner and use a reassuring tone to help both the child and their family feel at ease. When necessary, I’ll have a coworker gently hold the child’s arm to make the procedure safer and less stressful.
How has UR supported your healthcare journey, or how would you describe the support provided by leadership and your coworkers at URMC?
The University has offered incredible support throughout my career here. I started in 2022 as a food and nutrition worker, and through the Career Pathways program, I was able to transfer into phlebotomy. Most recently, I was accepted into LPN school, and Career Pathways is covering my tuition and clinical costs, making it possible for me to pursue my long-term goals in healthcare.
Debra McGurn
Phlebotomy Operations Coordinator
Phlebotomy Department
How long have you been a phlebotomist, and what led you to this career?
I began my 14th year in January. It was recommended that I pursue a career in phlebotomy because I have a son with hemophilia, and I was already familiar with finding veins in his arms to give him infusions as part of his care.
What does a typical day look like for you?
A typical day in phlebotomy is a mix of patient interaction and lab work. We begin early in the day by preparing supplies and drawing blood from diverse patients (newborns to the elderly), which involves patient comfort to ensure they handle the draw well. Additionally, we complete PRECISE labeling and correct sample processing for sending specimens to the lab for results. We do this all while maintaining strict hygiene. Sometimes we speak with doctors’ offices about lab orders and tests to further help our patients.
What skills do you think are most important for this role?
It’s essential that the phlebotomist has compassion and is caring and understanding to make the patient feel as comfortable as possible. Being a team player is important for effective collaboration with other staff members in delivering patient care. Phlebotomists must be detail-oriented, starting with correct patient identification to ensure they draw the correct vials of blood for tests ordered and for specimen preparation for those vials.
What does compassionate care mean to you?
I believe in kindness and a friendly smile—they go a long way with the patients, which starts at the front desk during check-in. Blood draws can be very stressful and scary. Making patients feel more comfortable and easing their anxiety during blood draws are important. Sometimes, striking up an appropriate conversation and showing empathy and professionalism during the blood draw procedure makes all the difference. Listening to your patient’s wishes also gets them through the process. The most rewarding part of my job is being a crucial link in helping a patient find a diagnosis and treatment for their health.
How would you describe the culture in your department?
The phlebotomy culture focuses on patients, and involves a lot of teamwork and precision to follow strict protocols for proper specimen collection and preparation. Labs provide a fast-paced, detail-oriented environment that requires good communication and technical skills to prevent errors.
What advice would you give someone interested in becoming a phlebotomist?
If you are someone who enjoys helping others, has empathy and compassion, attention to detail, is dependable, and is looking for professional growth, phlebotomy may be a good fit. Individuals interested in pursuing a phlebotomy career at URMC, with no prior training, can apply to attend the Phlebotomy Training Program at URMC. A Certificate of Completion is presented at the conclusion of the program.