Marcia King

· Greet and interact with patients to provide information, answer questions, and assist with appointment scheduling.

· Check patient insurance, demographic, and health history to keep information current.

· Take detailed meeting notes for later dissemination to key stakeholders.

· Organize paperwork such as charts and reports for office and patient needs.

· Record new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.

· Support company leaders by managing budgets, scheduling appointments, and organizing itineraries.

· Schedule office meetings and client appointments for staff teams.

· Update spreadsheets and databases to track, analyze, and report on performance and patient data.

• Wrote detailed narrative reports for use in investigations.
• Supervised, directed, and evaluated assigned staff members and newly hired employees.

· Prepared monthly, quarterly, and annual statistical reports for the department.

· Managed training database for the agency and non-agency program participation

· Managed staff development of agency’s new hires, tenured employees, and supervisors while continuously providing direction and advisory services to senior staff members.

· Identified solutions to problems by utilizing alternative modes and non-training solutions while also modifying course designs to meet the changing needs of the training department.

· Acted as a liaison and point of communication between 7 executives and 200 employees.

· Coordinated meetings and/or conference calls with agency stakeholders and officials of other jurisdictions (local, national, and federal) to discuss employee development procedures, guidelines, and/or other contingency plans and local statute regulations to establish policy.

· Planned and developed internal programs policies and procedures for the Office of Unified Communications (OUC) Emergency Call Center.

· Maintain confidentiality of privileged information including personal telephone numbers, room numbers, home addresses, movement and emergency information, and other pertinent data.

• Assessed additional needs based on training progress and collaborated with management to meet requirements.
• Documented participation and evaluated learning for each participant.
• Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
• Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.

· Designed, developed, and implemented training and quality improvement programs including a curriculum for both.

· Responsible for instructing Telecommunications Equipment Operators and Dispatchers in specialty areas. Provided both on-the-job and classroom training to entry level, and tenured Telecommunicators-Dispatchers as the agency subject matter expert.

· Provided valid, structured instruction on computerized equipment, procedures, and programs, to include the use of the computer-aided dispatch (CAD) systems and its keyboard function, vocal arms for police, fire, and emergency medical services and radio equipment, switchboard, and telephone, TDD machines, procedures for handling calls to ensure appropriate dispatch of initial vehicles, equipment, and field providers.

· Researched/collected data; solved problems; facilitated coached; managed groups; developed and designed training; planned and coordinate; used training technology and computer; established and maintained effective working relationships; communicated clearly and in writing.

• Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
• Used specialized software to track and maintain case incident numbers and logs.
• Questioned callers to determine nature of problems and locations to direct type of response needed.
• Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
• Queried information provided by the caller and provided information to the public according to agency policies and standard operating procedures and HIPAA guidelines.