Amy Bedessie
Martinez,California
Summary
Currently seeking employment to further my career in Healthcare Administration/Law
Overview
19
19
years of professional experience
1
1
Certification
Work History
Emergency Communications Trauma Operator
John Muir Health Medical Center
04.2024 - Current
- Appropriately directs all calls from both inside and outside John Muir Health Walnut Creek and Concord Campuses in a courteous, prompt manner. Responds by hospital and department guidelines and procedures for both medical center codes and emergencies. Overhead paging all in-house emergencies and trauma code calls. Communicating with all medical helicopters on landing in an emergency event.
Appointments & Advice Call Center TSR
Vallejo Medical Center
05.2021 - Current
- Oversees and manages a high volume of inbound calls daily, ensuring efficiency.
- Booking appointments for Northern California Kaiser Permanente facilities .
- Facilitates effective training sessions for new hires to enhance team performance.
- Triaging patients, sending appointment request messages to physicians back offices in a timely manner.
- Calling on call Emergency Room Call Center Physicians for patient triage, transferring patients to Registered Nurses on emergent transfers.
- Processes incoming calls by utilizing established scripts based on identified workflow purposes.
- Records cancellation details and updates member information accurately across departments.
- Collaborates with various departments while maintaining customer service standards and achieving Call Center targets.
- Identifies potential service improvements while respecting patient rights and confidentiality.
- Handles complaints in accordance with established guidelines to ensure resolution.
- Utilizes KPATHS and Genesys appointment systems to streamline call management processes.
Teleservice Representative
Kaiser Permanente
02.2021 - 05.2021
- Manages high call volume.
- Trains new hires in departmental procedures.
- Identifies call purpose and follows established scripts.
- Processes appointment cancellations and updates demographics while collaborating on service improvements.
- Handles inquiries as per procedure while resolving complaints.
- Ensures adherence to safety protocols during training sessions.
- Uses health connect systems including Genesys and PARRS for operations.
- Resolves problems efficiently while upholding confidentiality.
Enforcement Internship
Phillip Burton Federal Court House
08.2018 - 10.2018
- Company Overview: (EEOC) Equal Employment Opportunity Commission
- Protecting & enforcing federal laws prohibiting employment discrimination. Training on intake investigations. Acknowledging Title VII Civil Rights of 1964, as amended. Training and extensive research. Presenting discrimination cases to investigators & attorneys.
Security Shift Supervisor
Kaiser Emergency Department
01.2010 - 01.2011
- Supervising activities that provide the safety of patients and staff.
- Reviewing staffing levels to maintain coverage of posts. Investigate incidents for customer complaints. -Responding to emergency calls throughout the hospital.
- Communications Operator Kaiser Foundation Hospital, Walnut Creek, CA.
- Answering calls for the entire Diablo Service Area entity. San Ramon, Walnut Creek, Livermore, Dublin, Antioch, Martinez, Park Shadelands, Martinez Mental Health facility & Pleasanton.
- Follows established policies & procedures, establishes & maintains courteous, cooperative relations with the public, patients & other personnel. Receives incoming calls, initials emergency call notifications, pages medical center personnel on requests & maintains various records, as required.
- Serves as a central communication point for all in-house emergencies (i.e code Red & Code Blue)
Store Protection Specialist
Ross Dress for Less
09.2009 - 05.2010
- Monitor entrances/exits and sales floor for potential theft by identifying suspicious behaviors and activity.
- Effectively communicating with store leadership and members of the Loss Prevention team.
- Maintaining a safe and secure environment.
Contra Costa Sheriff Emergency Services
01.2007 - 01.2009
- Ride-along, helicopter fly-along, competitions and events, firearms training, traffic control, radio procedures, first aid, and the legal process of crime prevention techniques. Working in the Martinez Detention Facility. Police & Sheriff range training at Marsh Creek Detention facility. Superior Court of Contra Costa County Martinez. June 12, 2007 - April 3, 2009.
- Sorting, opening, and delivering mail, filing in Family Law, Appeals, Civil Unit, Court Records, and Probate. Filing, judgments, motion to dismiss, motion to suppress, abstract, request dismissal. Making copies, assisting with the preparation of documents/files for court hearings, assisting with court record projects, delivering documents to other divisions (within the courthouse), and pulling case files for court hearings. Managing Judges Department 60 and 29 Calendars. Pulling Defaults for hearings.
Education
Associate of Science Degree - Administration of Justice (Law)
Diablo Valley College
01.2018
Master's Degree - MBA
American College of Education
04.2025
Bachelor of Arts Degree - Health Care Administration (BAHCA)
University of Arizona Global Campus
07.2023
Certification
- SHRM-CP CREDENTIAL HOLDER BUSINESS 303 HUMAN RESOURCES MANAGEMENT CERTIFICATE University of Arizona Global Campus-Graduate
- CPR Certified from the Martinez Adult Education License #CA 4688800
Awards
Alpha Sigma Lambda Honor Society July 2023, Top Achiever and MVP for Northern California’s Appointment & Advice Call Center Kaiser Permanente 2023 May/June, Level 3 Contra Costa Sheriff’s Academy 2008 (POST Certified), Level 2 Contra Costa Sheriff’s Academy (POST Certified), POST CERTIFIED 2009 Richmond Police Advance Explorers Academy 2005 Martinez Police Explorer Captain 2003, SWAT Competition 2008 Chandler, Arizona Cadet of The Year 2007, Contra Costa County Sheriff Cadet Sergeant 2009 Contra Costa County Martinez Police Citizen’s Police Academy, May 2017 graduate Toastmasters (FBI) Leadership Public Speaking Group, Phillip Burton Federal Court House August 2018, Top Achiever for Kaiser Permanente Appointment & Advice Call Centers Northern California Region, Kaiser Permanente KP Learn 2025 Compliance Training, Active Shooter Training, Safety Trainings/ Certifications, TSR Northern California Appointment & Advice Call Center Excellence Award August 2024.
Affiliations
- Kaiser Foundation Hospitals
- John Muir Health
- Martinez Police Department
- Contra Costa Sheriff
- Martinez Superior Court House
- Phillip Burton Federal Court House
- EEOC (Equal Employment Opportunity Commission).
Timeline
Emergency Communications Trauma Operator
John Muir Health Medical Center
04.2024 - Current
Appointments & Advice Call Center TSR
Vallejo Medical Center
05.2021 - Current
Teleservice Representative
Kaiser Permanente
02.2021 - 05.2021
Enforcement Internship
Phillip Burton Federal Court House
08.2018 - 10.2018
Security Shift Supervisor
Kaiser Emergency Department
01.2010 - 01.2011
Store Protection Specialist
Ross Dress for Less
09.2009 - 05.2010
Contra Costa Sheriff Emergency Services
01.2007 - 01.2009
Master's Degree - MBA
American College of Education
Bachelor of Arts Degree - Health Care Administration (BAHCA)
University of Arizona Global Campus
Associate of Science Degree - Administration of Justice (Law)
Diablo Valley College
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