Donna Bruder
Communications
Sault Ste. Marie,MI
Summary
Expert in creating clinical opportunities while obtaining the best possible outcomes for patients. A well-seasoned customer service professional with 40 years of experience in the medical field. Exemplary care background in a patient service and medical scheduling role, including clinical responsibilities such as proactive monitoring, assessment, education, and patient follow-up. A critical thinker with attention to detail and knowledge of medical systems, clinics, and administration. Patient-first mindset, deep work ethic, and dedication to the highest level of patient care. Proven ability to use well-known and company-proprietary software for maximum efficiency. Knowledge of practices and procedures commonly used in a call center/customer service environment, medical/scientific objectives, and terminology.
Overview
23
23
years of professional experience
Work History
Emergency Communication Dispatcher, 911 Operator
CHIPPEWA COUNTY CENTRAL DISPATCH
06.2022 - Current
- Receive emergency service calls from the public requesting law enforcement, fire, ambulance, or another emergency service; determine nature, location, and priority of emergency; dispatches responses as necessary for 3 counties in the Upper Peninsula of Michigan
- Sit at a dispatch console and work over extended periods, staying alert at all times
- Perform tasks related to the operation of communication equipment used in receiving, sending, and relaying information in response to Emergency/Nonemergency calls according to the goals, standards, and philosophy of Chippewa County Central Dispatch
- Provide lifesaving Emergency Medical Dispatch and pre-arrival instructions to callers in emergencies
- Receive information and simultaneously accurately enter information into a Computer Aided Dispatch system
- Determine the exact location of each incident or request; dispatch and track the location of EMS units, relay operational information to field staff and managers/supervisors; dispatch and coordinate the flight of Life Line helicopters
- Provide Dispatch Life Support (DLS) and post-dispatch instructions when applicable; maintain necessary documentation and records; perform duties and responsibilities consistent with county mission, values, and standards
- Maintain contact with all units on an assignment using a two-way radio; maintain status and location of public safety units; maintain a computerized log of all calls for service and units dispatched
- Coordinate inbound and outbound aircraft arrival and dispatch
- Monitor, receive, disseminate, and transmit information for law, fire, and other client agencies, coordinating multi-disciplined responses
- Enter, transcribe, record, store, and maintain information in written and electronic form for all user agencies; Communicate effectively and coherently over the radio and phone
- Evaluate the information and identify the correct solution based on that information.
Emergency Communication Dispatcher
LORAIN COUNTY, ELYRIA
09.2001 - 06.2022
- Answered incoming emergency (9-1-1) and non-emergency telephone calls from public and public safety agencies while coordinating and disseminating critical services with the aid of specialized equipment
- Utilized complex computer and dispatch systems; worked between multiple screens, agencies, and databases, while communicating with caller and emergency services
- Assessed emergencies and provided pre-arrival instructions for Public Safety Communications Officials
- Provided CPR and medical emergency instructions to callers until medical personnel arrived
- Dispatched fire, medical, and emergency responders; monitored and maintained responder status to ensure safety
- Entered, updated, and retrieved information from teletype networks and computerized data systems concerning wanted persons, stolen property, warrants, vehicle registration, and stolen vehicles; maintained the confidentiality of information
- Gathered, evaluated, prioritized, and documented information from callers
- Operated and maintained mobile dispatch vehicles and equipment
- Maintain access to and security of susceptible materials
- Monitored, coordinated, and maintained the status of incidents and records of dispatched emergency service personnel and apparatus; accurately entered incident and responder records for legal proceedings and public inquiry
- Stayed calm and calmed others in emergencies; evaluated incoming reports of police, fire, and medical emergencies; immediately transmitted complete and accurate information to appropriate field personnel
- Identified response requirements and priorities of situations and dispatched units following established procedures
- Answered routine inquiries and referred calls, not requiring dispatches to appropriate departments and agencies
- Monitored various radio frequencies used by public works departments, school security, & civil defense to keep apprised of developing situations and alarm systems to detect emergencies (fires and illegal entry into establishments)
- Recorded details of calls, dispatches, and messages; received and disseminated information from other law enforcement and emergency service computer networks related to jurisdictional requests for police, fire, or medical service assistance
- Maintained familiarity with area geography, including major streets and buildings; recognized circumstances that may pose hazards to public safety field units and the public
- Scanned status charts and computer screens, contacted emergency response field units to determine emergency units available for dispatch, and maintained an up-to-date understanding of public safety policies and procedures
- Handled difficult callers, guided them through difficult situations, and got them to a desirable outcome; maintained files of information relating to emergency calls, such as personnel rosters and emergency call-out and pager files
- Observed alarm registers and scanned maps to determine whether a specific emergency is in the dispatch service area
- Tested and adjusted communication and alarm systems and reported malfunctions to maintenance units
- Read and interpreted small-scale maps and information from a computer screen to locate places and provide directions.
Education
Paramedic - Health Aide
Lccc
Elyria, OH08.2000
Skills
- Own solid understanding of Medicare, Medicaid, and commercially insured payer common practices and policies
- Strong organizational skills and the ability to adapt to change and react constructively in a high-energy and fast-paced environment while forging a mutually respectful partnership with persons served and their families
- Exhibits initiative, accountability, and the ability to act with urgency and flexibility to quickly get patients on therapy
- Well-developed, effective communication and problem-solving skills, data entry/computer literacy skills, and experience using Electronic Medical Records, Microsoft Office, and the Internet
- Strategic Planning
- Customer Service Management
- Customer Experience/Satisfaction
- Data Entry/Logistics
- Healthcare
- Investigations
- Emergency Management
- Computer Aided Dispatch
- Emergency Medical Dispatch
- Community Outreach
- Electronic Health Records (EHR)
- Patient Centered-Care
- Public Policy & Safety
- Client Relations
- Leadership & Team Work
- Law Enforcement
- Crime Prevention
- Conflict Resolution
- Multitasking
- Public Speaking
Skills Certifications
- LEADS (Police) Certified
- APCO (911 dispatch) CPR Certification
- Data Entry
- 10 key
- Police (LEIN) Law Enforcement
Professional Development
Paramedic, LCCC, Elyria, Ohio, 08/1992
Quote
You often meet your fate on the road you take to avoid it.
French proverb
Timeline
Emergency Communication Dispatcher, 911 Operator
CHIPPEWA COUNTY CENTRAL DISPATCH
06.2022 - Current
Emergency Communication Dispatcher
LORAIN COUNTY, ELYRIA
09.2001 - 06.2022
Paramedic - Health Aide
Lccc