Rachel Gordon
Colorado Springs,CO
Summary
Experienced and dedicated Emergency Services Dispatcher. Highly focused and dependable with superb customer service and communication skills. Strong multi/switch tasking skills with room awareness and active listening. Ability to work well under pressure and stressful situations and make clear, sound, and concise judgements quickly. Give clear and compassionate instructions to person in need of emergency services. Monitor and track the status of all emergency personnel including police, fire, medical. EMD/EFD certified. CTO certified. Able to work in a fast-paced environment while following all policies, procedures, and protocols. Ability to handle high stressful situations while maintaining composure during emergency situations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Emergency Services Dispatcher
Fort Carson Emergency Communications Center
Fort Carson, CO
09.2023 - 11.2025
- Answer emergency and non-emergency calls; appropriately dispatch law enforcement, fire, search & rescue, and medical units accordingly.
- Interview callers in high stress emergency situations; prioritize information and ensured timely responses from appropriate agencies.
- Provided pre-arrival emergency medical instructions when appropriate.
- Fulfilled requests from field units for primary and secondary services including warrant status, driving statuses, registration info.
- Worked closely with emergency medical professionals in the field as well as other internal dispatchers.
- Accurately documented information in the Computer Aided Dispatch (CAD) system.
- Provide life saving techniques via EMD/EFD protocols
- Train/teach/monitor employees in training status, accurately document their daily training and progress in DOR’s
Respiratory Therapist Assistant/Community Relations Representative
Major Medical Supply
Pueblo, CO
07.2014 - 06.2017
- Educated physicians, administrators, home health agencies, and medical personnel on contracted partners policies and procedures.
- Consistently provided excellent customer service and patient follow up to referral sources; as a result fostering new business.
- Developed and maintained professional relationships with referral sources by understanding and responding to client needs and expectations.
- Participated in group inservices to provide education to referral sources on company products and services; as a result earning new business.
- Well versed in Medicare, Medicaid, and Commercial insurance guidelines in accordance with durable medical equipment coverages and compliance guidelines.
- Corresponded with medical insurance companies ensuring client eligibility, and staying up to date on changes in insurance coverage and policies.
- Responsible for producing and reporting monthly results on client set ups, client compliancy rates and client retention.
- Processed incoming orders for CPAP, BIPAP, VPAP and Durable Medical Equipment -including reviewing prescriptions for completeness, insurance verifications and authorizations.
- Responsible for scheduling and managing appointment calendar for on-site respiratory therapists.
- Maintained accurate account records for clients in company database according to company policy and HIPPA guidelines
Emergency Services Dispatcher
City of Pueblo
Pueblo
11.2012 - 11.2013
- Answered emergency and non-emergency calls; appropriately dispatched law enforcement, fire, search & rescue, and medical units accordingly.
- Interviewed callers in high stress emergency situations; prioritized information and ensured timely responses from appropriate agencies.
- Provided pre-arrival emergency medical instructions when appropriate.
- Fulfilled requests from field units for primary and secondary services including warrant status, driving statuses, registration info.
- Worked closely with emergency medical professionals in the field as well as other internal dispatchers.
- Accurately documented information in the Computer Aided Dispatch (CAD) system.
Medical Assistant
Centura Family Care Center
09.2012 - 11.2012
- Responsible for Direct and Indirect patient care including taking patient vitals, giving injections, collecting specimens, and running various tests.
- Assisted physicians with various procedures.
- Filed confidential patient documentation in the medical chart using Electronic Medical Records (EMR) following HIPPA guidelines and policy.
- Responsible for scheduling patient appointments with specialists upon Doctor’s referral.
Medical Receptionist/Medical Assistant
Fremont Family Medical Center
08.2011 - 11.2012
- Handled multi-line phone system in a fast paced, busy medical office.
- Worked with medical insurance companies to handle verifications and authorizations.
- Responsible for filing medical charts and handling confidential patient information according to HIPPA standards and guidelines.
- Scheduled patient appointments, handled referrals to outside medical specialists, ordered and refilled patient medications with local pharmacies.
- Collected co-payments, balanced patient accounts, and prepared bank deposits.
Education
Associates of Occupational Studies - Medical/Clinical Assistant
IntelliTec College of Pueblo
Pueblo, CO01-2011
Skills
- Ability to work well under pressure & remain calm in stressful situations
- Interpersonal skills
- Strong knowledge of Emergency Processes and procedures
- Customer Service experience demonstrating strong communication skills
- Emergency Dispatch/Response
- Time Management
- Data Analysis
- Ability to monitor multiple communications channel
- Ability to make quick sound judgements
- Prioritize and organize calls
- Multi-task/Switch-task
- Proficiency in CAD software
- Efficient Typing Skills
- Clear & concise radio communication
- Room awareness with active listening skills
- EMD/EFD/CTO certified
Certification
- PST - Public Safety Telecommunicator
- EMD/EFD - Emergency Medical Dispatch/Emergency Fire Dispatch
- CTO - Communications Training Officer
Timeline
Emergency Services Dispatcher
Fort Carson Emergency Communications Center
09.2023 - 11.2025
Respiratory Therapist Assistant/Community Relations Representative
Major Medical Supply
07.2014 - 06.2017
Emergency Services Dispatcher
City of Pueblo
11.2012 - 11.2013
Medical Assistant
Centura Family Care Center
09.2012 - 11.2012
Medical Receptionist/Medical Assistant
Fremont Family Medical Center
08.2011 - 11.2012
Associates of Occupational Studies - Medical/Clinical Assistant
IntelliTec College of Pueblo