Bria C Lucero

Reviewing emergency and non-emergency calls set up and dispatching police officers to calls while maintaining officer safety and completing officer requests

• Operating telephone and radio equipment to receive requests and reports from police officers.
• Operating emergency response systems to update and retrieve up-to-date information for police officer.
• Relaying latest information to first responders via electronic means, telephone calls, and radio responses.
• Developing and maintaining courteous and effective working relationships.
• Paying attention to detail while completing assignments.
• Training, mentoring, and supervising new personnel hired to fulfill dispatcher roles.
• Establishing and maintaining positive professional relationships with colleagues, field personnel and the public.

• Answered emergency and non-emergency phone calls, used a computer-aided dispatch system to enter calls
• Built and maintained rapport with callers to gather pertinent information
• Questioned callers to determine nature of problems and locations to direct type of response needed.
• Received public emergency and non-emergency calls and supervised response prioritization in order to effectively have police officers respond.
• Assisted callers in emergency situations with appropriate information and support.
• Applied interpersonal skills in neutralizing hostile and emotionally charged situations.

• Acted as a liaison between Centers for Medicare and Medicaid Services analysts and third-party commercial representatives
• Calculated interest rates and provided assistance to incoming callers in understanding the Medicare Recovery Process
• Trained newly hired agents by assessing their call interactions and providing feedback on best practices on providing professional service, explained database, computer systems, and protocol to new agents
• Created, organized, and updated quick look documents for all employees to reference
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.

• Assisted Medicare beneficiaries with updating their insurance records
• Analyzed beneficiaries' responses to determine the appropriate and respective payment responsibilities
• Clarified and guided beneficiaries through the Medicare Liability Recovery process
• Reviewed diagnosis codes to ensure claims were recoverable