Michelle Gerolaga
Phoenix,AZ
Summary
Dynamic professional with a proven track record at AMR, adept in stress tolerance and effective communications. Excelled in high-stress decision-making, enhancing customer relations and service coordination. Leveraged dispatch software expertise and teamwork skills to streamline operations, achieving significant improvements in emergency response times and patient experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Dispatcher
AMR
06.2024 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
Eligibility Interviewer
Department of Economic Security
02.2023 - 06.2024
- Addressed client concerns in a timely manner, ensuring that any necessary follow-up was completed to maintain high levels of satisfaction.
- Promoted an inclusive environment by treating all clients with respect and dignity, regardless of their background or circumstances.
- Updated case files accurately and promptly after each interaction with clients or changes in circumstances affecting their eligibility status.
- Assisted clients in understanding their rights, responsibilities, and available resources within the programs they were applying for.
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Interviewed applicants and explained scope of different available benefits.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
Registration Scheduler
HonorHealth
09.2021 - 02.2023
- Reduced errors in patient data entry by implementing a more thorough verification process.
- Improved appointment management for better patient experience and reduced wait times.
- Maximized healthcare provider availability, managing schedules to minimize downtime between appointments.
- Enhanced communication with patients through timely follow-ups and reminders.
- Regularly evaluated scheduling systems and processes, recommending changes when necessary to maintain optimal efficiency.
- Maintained high levels of patient satisfaction by addressing concerns promptly and professionally.
- Ensured smooth clinic operations, coordinating with various departments for efficient patient flow.
- Increased accuracy of insurance information by establishing strong relationships with insurance providers.
- Ensured compliance with HIPAA regulations, maintaining strict confidentiality of sensitive patient information at all times.
- Streamlined patient registration by implementing efficient scheduling procedures.
- Followed up with patients to reschedule missed appointments.
Radio Communications Specialist
San Joaquin County Sheriff's Office
11.2018 - 09.2021
- Played a crucial role in emergency response efforts by establishing reliable lines of communication during critical situations.
- Streamlined communications by integrating digital systems into existing analog infrastructures.
- Maintained up-to-date knowledge of industry trends to provide expert advice on emerging technologies and best practices in radio communications.
- Enter restraining orders, EPO’s, 10 minute responses, property entries, etc.
Senior Administrative Specialist
San Joaquin County Sheriff’s Department
11.2016 - 11.2018
- Type Sheriff Deputy Reports.
- File, keep a log of daily reports, release reports to proper agencies.
- Prepare citations for entry, run raps and
- DMV records, route reports on daily crystal report, payroll, billing, statistics spreadsheets, front counter
- Customer service, mail, multi-line switchboar.
Administrative Specialist
San Joaquin County Sheriff's Office
10.2011 - 11.2016
- Customer service via public counter, phone, and E-mail.
- Review of requests for service of court ordersranging from domestic violence to bank levies.
- Verifying the accuracy of court documents.
- Requests for correction of documents to clients, debtors, attorneys, courts, etc. correspondence between customers, debtors, attorneys, employees, banks, courts, etc. run reports to maintain files.
- Answer multi-line phones, cash handling, balancing of daily transactions, payoff quotes/ status.
Office Specialist
San Joaquin County Sheriff's Office
11.2007 - 10.2011
- Type Sheriff Deputy Reports,
- File, Keep a log of daily reports, release reports to proper agencies, prepare citations for entry, rum raps andDMV records.
- Route reports on daily crystal report, payroll, billing, statistics spreadsheets,
- Front counter customer service, mail, multi-line switchboard,
Education
AA - Business Administration
Heald College - Central Administrative Office
Stockton, CAEmergency Medical Dispatch Certificate - EMD
IAED
Phoenix, AZ07.2024
Certified Medical Assistant - Medical Assisting
Andon College
Stockton, CA01.2000
Diploma - General Education
AA Stagg High School
Stockton, CA06.1998
Skills
- Data Entry
- Dispatch software
- Stress Tolerance
- Dispatching procedures
- Prioritizing calls
- Customer Relations
- Updating logs
- Service Coordination
- Incident Reporting
- Customer Service
- Critical Thinking
- Active Listening
- Decision-Making
- Multitasking Abilities
- Effective Communications
- Microsoft Office
- Attention to Detail
- Teamwork and Collaboration
Certification
EMD (Emergency Medical Dispatch) certification
CPR certification
Timeline
Dispatcher
AMR
06.2024 - Current
Eligibility Interviewer
Department of Economic Security
02.2023 - 06.2024
Registration Scheduler
HonorHealth
09.2021 - 02.2023
Radio Communications Specialist
San Joaquin County Sheriff's Office
11.2018 - 09.2021
Senior Administrative Specialist
San Joaquin County Sheriff’s Department
11.2016 - 11.2018
Administrative Specialist
San Joaquin County Sheriff's Office
10.2011 - 11.2016
Office Specialist
San Joaquin County Sheriff's Office
11.2007 - 10.2011
AA - Business Administration
Heald College - Central Administrative Office
Emergency Medical Dispatch Certificate - EMD
IAED
Certified Medical Assistant - Medical Assisting
Andon College
Diploma - General Education
AA Stagg High School
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