Jaime Acker-Sanders
Greensboro,NC
Summary
Experienced Communications Specialist / Case Manager with a strong background in the healthcare system. Bachelor's Degree in Criminal Justice and a Human Services Paraprofessional Certificate. Skilled in coordinating data and information between departments and hospitals. Proficient in collaborating with public safety agencies and 911 communications centers. Knowledgeable in FEMA Incident Command System, Emergency Planning, National Incident Management System (NIMS), and National Response Framework. Primary contact for emergency calls and non-emergency transport requests, providing exceptional phone etiquette and customer service. Energetic, compassionate, and safety-focused. Seeking a full-time position to utilize these skills and embrace continuous learning opportunities.
Overview
13
13
years of professional experience
Work History
Communications Specialist
Carelink Resources @ Cone Health
01.2020 - Current
- Facilitates communications regarding patient transfers, referral admissions, physician to physician consults and disseminates transport requests to the transport teams as appropriate to allow for an immediate response
- Serves as a primary contact for Moses Cone Health System with responsibilities to include but not limited to data entry for each incident into CAD
- Communicates with other departments and surrounding hospitals while coordinating activities with area public safety agencies and 911 Communications Centers
- Consistently demonstrates clear and coherent communications, documentation, and report writing.
911 Dispatcher/System Status Controller
American Medical Response (AMR)
10.2018 - 08.2019
- Received and processed requests for emergency and non-emergency transport requests while providing top notch customer service
- Tracked ambulance location to give approximate ETA for the non-emergent transports
- Performed radio, telephone, and computer operations necessary to notify the appropriate emergency units in accordance with departmental procedures.
FCC · 911 Telecommunicator
10.2017 - 01.2018
- Responsible for taking 911 calls regarding EMD, EFD, EPD, and CPR.
Quality Assurance Specialist
Duke Regional Hospital
04.2017 - 10.2017
- Listened to the hospital's emergency and non-emergency calls to grade operator performance and provide feedback to improve quality.
Intake Specialist
Blue Cross Blue Shield/ManpowerGroup
10.2016 - 03.2017
- Consistently provided top-notch customer service while answering calls that required extensive data entry in a high-volume call center environment
- Reviewed pre-authorizations for members and providers and handled escalated calls to retain customers and promote the BCBS brand.
Customer Service Representative
Insight Pest Solutions
03.2016 - 10.2016
- Received inbound calls regarding customer accounts while performing scheduling, documentation, problem solving, and data entry.
SSC Dispatcher/Call Receiving Operator
American Medical Response (AMR)
05.2011 - 06.2014
- Received 911 calls and arranged transportation for clients/patients while communicating with road crews via radio /Nextel
- Handled documentation, followed proper company procedures, and dispatched emergency crews in a timely manner using appropriate priority.
Education
Certificate - Domestic Violence
Family Services of Forsyth County
Winston-Salem, NCMaster of Science - Criminal Justice
Colorado Technical University
Colorado Springs, CO02.2025
Bachelor's degree - Criminal Justice
Colorado Technical University
Colorado Springs, CO10.2022
High School Diploma -
High School, Adult education
New Haven, CT01.1998
Skills
- Communication Center
- Dispatch Processes
- Team Management
- Operations Leadership
- 911 Call Routing
- Staff Training/Coaching
- Customer Service
- Critical Care Transport
- Incident Documentation
- Medical Terminology
- Record/File Maintenance
- Call Handling Guidance
- Meeting Coordination
- Internet/GPS Tracking
- Contact Information
- Appointment Scheduling
- Team Collaboration Gathering
- Caller Verification
- Data Entry/Accuracy
- Call Center/Routing
- Interviewing Skills
- Investigation Techniques
- Research Skills
- Analytical Skills
- Case Management
- Domestic Violence Training
- Crisis Line
- Copyediting
- Email Marketing
- Strategy implementation
- Event execution
Certification
- CPR Certification
- Epic Certification
- First Aid Certification
- Driver's License
Assessments
- Recruiting, Proficient, 07/2024
- Customer focus & orientation, Proficient, 01/2024
- Protecting patient privacy, Proficient, 07/2024
- Work style: Reliability, Proficient, 05/2024
- Work motivation, Proficient, 01/2024
- Attention to detail, Proficient, 01/2024
- Legal skills, Proficient, 06/2024
- Data entry: Attention to detail, Proficient, 02/2024
Personal Information
Willing To Relocate: Anywhere
FEMA Coursework
Emergency Management Institute FEMA Coursework:
• IS-00100.b Introduction to Incident Command System ICS-100 02/07/2016 0.3
• IS-00100.FDA Introduction to Incident Command System (ICS 100) for Food and Drug
Administration 05/15/2011 0.3
• IS-00200.b ICS for Single Resources and Initial Action Incident, ICS-200 02/07/2016 0.3
• IS-00235.c Emergency Planning 03/17/2019 0.5
• IS-00241.b Decision Making and Problem Solving 01/11/2020 0.2
• IS-00242.b Effective Communication 10/26/2018 0.8
• IS-00700.a National Incident Management System (NIMS) An Introduction 05/16/2011 0.3
• IS-00800.b National Response Framework, An Introduction 11/05/2017 0.3
• IS-00906 Basic Workplace Security Awareness 10/09/2018 0.1
• IS-00907 Active Shooter: What You Can Do 10/09/2018 0.1
Timeline
Communications Specialist
Carelink Resources @ Cone Health
01.2020 - Current
911 Dispatcher/System Status Controller
American Medical Response (AMR)
10.2018 - 08.2019
FCC · 911 Telecommunicator
10.2017 - 01.2018
Quality Assurance Specialist
Duke Regional Hospital
04.2017 - 10.2017
Intake Specialist
Blue Cross Blue Shield/ManpowerGroup
10.2016 - 03.2017
Customer Service Representative
Insight Pest Solutions
03.2016 - 10.2016
SSC Dispatcher/Call Receiving Operator
American Medical Response (AMR)
05.2011 - 06.2014
Certificate - Domestic Violence
Family Services of Forsyth County
Master of Science - Criminal Justice
Colorado Technical University
Bachelor's degree - Criminal Justice
Colorado Technical University
High School Diploma -
High School, Adult education