JAMES GRIM
Orcutt,CA
Summary
Dynamic and results-driven professional with extensive experience as a Psychiatric Crisis Dispatcher at Sierra Mental Wellness Group. Expert in crisis communication and HIPAA-compliant documentation, I excel in optimizing workflows and training staff, ensuring efficient operations and high-quality patient care. Proven ability to collaborate across agencies and enhance service delivery in high-pressure environments.
Overview
17
17
years of professional experience
Work History
Psychiatric Crisis Dispatcher
Sierra Mental Wellness Group
San Luis Obispo
04.2024 - Current
- Interacted with local law enforcement agencies when responding to incidents in progress.
- Provided excellent service to patients through personable communication.
- Maintained accurate records of all interactions with clients using electronic health records software.
- Coordinated with external agencies to facilitate community-based support for patients.
- Adhered to HIPAA regulations when handling confidential client information.
- Maintained accurate and detailed records of patient care, condition, progress, and concerns.
- Documented patient interactions in compliance with HIPAA requirements.
- Participated in team meetings discussing changes in procedures or processes.
- Communicated regularly with dispatch personnel throughout the day.
- Developed strategies for improving efficiency within the dispatch department.
- Trained new dispatch staff on company policies, software, and best practices for effective dispatch management.
- Performed data entry into dispatch system software.
- Performed daily tasks using a variety of software programs, including iCarol and Smart Care, to manage client records and coordinate services.
Dispatcher / Scheduling Coordinator
Ride-On Transportation/United Cerebral Palsy
San Luis Obispo
05.2022 - 03.2024
- Communicated with drivers to provide assignments or exchange information
- Answered phones and provided directions or reroutes to avoid construction or other delays
- Received service requests, prioritized responses, and optimized utilization of team resources in dispatching personnel
- Confirmed organization and proper sequence of loads delivered to maximize efficiency
- Monitored vehicle locations and statuses using GPS tracking systems
- Prioritized emergency calls and dispatched appropriate personnel as needed
- Monitored call needs and dispatched accordingly, communicating special instructions to drivers
- Assisted drivers in navigating unfamiliar areas or finding alternate routes.
Customer Care Advisor
Den-Mat
Lompoc
12.2020 - 02.2022
- Utilized strong listening skills to understand customer concerns and empathize with their situation
- Received and resolved or escalated customer issues and inquiries
- Setup lab cases for patients
- Created lab orders
- Managed large volume of daily calls while maintaining high customer satisfaction rate
- Assisted with resolving order issues, including returns, exchanges, and cancellations
- Engaged in active listening with customers, confirming and clarifying information to provide comprehensive support.
Dispatcher
Advantage Answering Plus
San Luis Obispo
02.2020 - 12.2020
- Professionally greet callers, provide and request required information, document information and transfer incoming calls or take messages as necessary
- Relay and route critical messages to on-call personnel by prioritizing emergency calls, paging individuals to inform of emergencies and utilizing call center tools to ensure the right person receives the right message at the right time
- Received service requests, prioritized responses and optimized utilization of team resources in dispatching personnel
- Observed established procedures and guidelines to properly dispatch work orders.
Client Success Manager / Onboarding Specialist
Payality
Los Osos
01.2018 - 01.2019
- Helped implement structure for onboarding
- Coordinated smooth onboarding for new clients by developing and executing professional, engagement-focused plans
- Built strong, personal, relationships with customers as trusted advisor, resulting in customer loyalty
- Created detailed reports on account progress, challenges faced, and opportunities for growth
- Established high level of technical and business acumen, professionalism and trust across multiple customers.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Software Support Specialist
Mindbody
Santa Maria
09.2014 - 10.2018
- Made sure businesses were utilizing the software properly
- Submit and respond to tickets based on client request
- Troubleshoot hardware such as printers and cash drawers
- Would submit software bugs
- Helped clients with Billing Inquiries
- Answered inbound and outbound calls
- Created and maintained knowledge base articles for common issues
- Would assist with iOS and Android troubleshooting
- Resolved technical issues via phone, and email.
VOIP Business Support Team Lead
Fusion Contact Centers
Santa Maria
12.2012 - 08.2014
- Would assist Residential and Business VOIP systems
- Would assist clients with IVR setup
- Helped clients login to routers and modems
- Helped assist clients with setting up Static and Dynamic IP's
- Assisted clients on setting up firewalls in their routers/modems
- Assisted clients on setting up Polycom phones and devices
- Setup client hardware for complete functionality
- Managed client relationships through regular communication and progress updates.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Fostered positive employee relationships through communication, training, and development coaching.
Residential Customer Support
Fusion Contact Centers
Santa Maria
02.2009 - 07.2010
- Supported customers needing help with setting up accounts, processing payments and correcting errors
- Served customers with fast responses to telephone calls, and email requests
- Secured consistent customer sales with knowledgeable, friendly support.
Education
Allan Hancock College
Santa Maria, CA01.2008
H.S. Diploma - General Studies -
Delta Hgh School
Orcutt, CA01.2007
Skills
Technical & Software
- Proficient in iCarol, Streamline SmartCare, and electronic health record (EHR) systems
- GPS & Dispatch Management Systems (vehicle tracking, route optimization)
- Microsoft Office Suite (Word, Excel, Outlook) & Google Workspace
- Call-center phone systems & VOIP platforms (eg, Polycom)
- Data Entry & Documentation with high accuracy
- Crisis Communication & De-escalation Techniques
- HIPAA-Compliant Data Handling & Documentation
- Conflict Resolution & Problem-Solving Under Pressure
- Training & Mentoring New Staff on Software and Policy
- Cross-Agency Collaboration (law enforcement, healthcare providers)
- Workflow Optimization & Process Improvement
- Prioritization of High-Urgency Calls
- Time-Sensitive Decision-Making
- Multitasking in Fast-Paced Environments
References
- Alex Contreras, 805-868-6367
- Aaron Silviera, 805-825-9944
- Adrian Navarro, 805-868-0117
- Hugo Morreno, 805-598-9366
- Kevin Harris, 805-314-5979
Timeline
Psychiatric Crisis Dispatcher
Sierra Mental Wellness Group
04.2024 - Current
Dispatcher / Scheduling Coordinator
Ride-On Transportation/United Cerebral Palsy
05.2022 - 03.2024
Customer Care Advisor
Den-Mat
12.2020 - 02.2022
Dispatcher
Advantage Answering Plus
02.2020 - 12.2020
Client Success Manager / Onboarding Specialist
Payality
01.2018 - 01.2019
Software Support Specialist
Mindbody
09.2014 - 10.2018
VOIP Business Support Team Lead
Fusion Contact Centers
12.2012 - 08.2014
Residential Customer Support
Fusion Contact Centers
02.2009 - 07.2010
Allan Hancock College
H.S. Diploma - General Studies -
Delta Hgh School