Stephanie Surface
Behavioral Health Associate
Yakima,WA
Summary
Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs. Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Professional with skill to maintain accurate records, schedule appointments and handle various administrative responsibilities.
Overview
22
22
years of professional experience
Work History
Emergency Medical Technician Instructor
Cascade Unique Skills
06.1999 - 08.2006
- Enhanced student understanding of emergency medical procedures by incorporating real-life scenarios and hands-on training sessions.
- Collaborated with fellow instructors to develop comprehensive lesson plans, ensuring consistent and high-quality instruction for all students.
- Improved student performance by providing detailed feedback on practical assessments and offering tailored guidance for improvement.
- Streamlined the learning experience through efficient organization and management of instructional materials and resources.
- Assisted in the development of updated curriculum guidelines, guaranteeing compliance with current industry standards and best practices.
- Created a supportive learning environment by addressing individual student needs and fostering open communication among classmates.
- Mentored new EMT instructors, sharing expertise in teaching strategies and course content to enhance their professional growth.
- Promoted a culture of safety within the classroom, emphasizing the importance of proper technique when performing emergency medical procedures.
- Evaluated student progress regularly through written exams, practical assessments, and participation in simulated emergency situations.
- Increased awareness of the EMT program by participating in community events and delivering presentations at local schools and hospitals.
- Coordinated continuing education opportunities for certified EMTs seeking advanced training or refresher courses in essential skills.
- Developed engaging simulations that tested students'' critical thinking abilities under pressure while reinforcing key concepts taught throughout the course.
- Facilitated group discussions during class time to encourage peer-to-peer learning while reinforcing important concepts and techniques.
- Served as a liaison between the EMT program and local emergency response agencies, facilitating joint training exercises and other collaborative opportunities.
- Maintained accurate records of student attendance, progress, and assessment scores in accordance with institutional policies and procedures.
- Provided immediate and constructive feedback to students individually and as group.
- Updated instructional materials, ordered equipment and supplies and utilized various learning modalities to enhance instruction.
- Instructed students on how to perform head-to-toe assessments on patients and how to intervene in medical emergencies.
EMT
Aero Methow Rescue Service
05.1996 - 08.2006
- Improved patient care by efficiently assessing and stabilizing patients during medical emergencies.
- Enhanced team performance by effectively collaborating with paramedics, nurses, and physicians in high-pressure situations.
- Reduced response times by accurately navigating emergency vehicles to scenes of accidents and medical crises.
- Ensured patient safety by properly utilizing immobilization devices and administering appropriate treatments.
- Updated professional knowledge through continuous training and education programs, enhancing overall service quality.
- Promoted community health by participating in public outreach initiatives such as CPR classes and first aid demonstrations.
- Increased patient comfort during transport by providing compassionate care and addressing individual needs.
- Expedited life-saving interventions by rapidly assessing patients'' conditions based on vital signs, symptoms, and medical history.
- Increased patient satisfaction by demonstrating empathy, active listening, and clear communication during medical emergencies.
- Enhanced teamwork efficiency by effectively collaborating with paramedics, firefighters, and police officers in high-stress environments.
- Facilitated seamless handoffs to hospital staff through comprehensive documentation and verbal reports of patient care provided during transport.
- Maintained professional competence through ongoing education, training sessions, and skills evaluations to deliver the highest quality patient care possible.
- Ensured scene safety by quickly evaluating potential hazards and taking appropriate precautions to protect patients, bystanders, and team members.
- Upheld strict confidentiality standards while documenting sensitive information regarding patients'' medical histories or treatment plans as per HIPAA regulations.
- Adapted quickly to dynamic situations by incorporating critical thinking skills and decisive actions when faced with rapidly changing conditions or new information about patients'' needs.
- Provided compassionate care for diverse populations including children, elderly individuals, pregnant women, and individuals with special needs during medical emergencies.
- Streamlined processes within the EMT team by initiating effective communication channels for better coordination between EMS professionals on scene.
- Prevented further injuries or complications by immobilizing patients correctly using splints, bandages, backboards, or other equipment as needed based on specific cases.
- Performed life-saving procedures such as CPR or defibrillation when necessary to stabilize patients before transport to hospitals for further treatment.
- Managed stressful situations calmly under pressure while maintaining composure to provide the best care possible for patients experiencing traumatic events.
- Contributed to a positive work environment within EMS team by fostering good relationships with colleagues and demonstrating dedication to continuous improvement in patient care practices.
- Assisted paramedics with advanced life support interventions when necessary, acting as an integral part of the emergency response team.
- Demonstrated commitment to ethical conduct by consistently upholding the values and professional standards outlined in the National Association of Emergency Medical Technicians Code of Ethics.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Communicated with patients about pain, comfort, and needs during transportation and preliminary medical care.
- Assisted in removal of patients from hazardous or confined spaces.
Switchboard Operator
Sun Mountain Lodge
03.2018 - 10.2018
- Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Maintained accurate records of all calls, ensuring timely follow-ups and resolution of issues.
- Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
- Increased company-wide communication by promptly connecting internal calls between departments.
- Contributed to a professional atmosphere by courteously greeting callers and providing helpful assistance.
- Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
- Provided reliable support to front desk staff, facilitating seamless coordination of daily operations.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Facilitated emergency response efforts by swiftly connecting callers to relevant personnel or services when necessary.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Demonstrated flexibility in adjusting work schedule to cover shifts during periods of high call volume or staff shortages, maintaining seamless phone coverage at all times.
Front Desk Agent
Winthrop Inn
08.2017 - 01.2018
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Section Manager, US Census Bureau
US Census Bureau
Twisp, WA
01.2008 - 09.2010
- Improved team efficiency by streamlining processes and implementing effective communication strategies.
- Led cross-functional teams for successful project completion within deadlines and budget constraints.
- Enhanced productivity with staff training and development programs, resulting in higher employee satisfaction rates.
- Developed and executed strategic plans to achieve company objectives and improve overall performance.
- Managed budgets, resources, and schedules to ensure timely delivery of high-quality results.
- Mentored junior employees for career growth, building a strong talent pipeline for the organization.
- Achieved consistent on-time project completion by monitoring progress, identifying bottlenecks, and taking corrective actions as needed.
- Ensured compliance with industry standards and regulations through rigorous quality control measures.
- Established key performance metrics to track progress toward organizational objectives, driving continuous improvement efforts.
- Fostered a positive work environment by promoting teamwork, open communication, and recognition of individual achievements.
- Resolved complex issues through root cause analysis and implementation of effective solutions tailored to specific situations.
- Delivered weekly project updates to management to enhance program visibility and promote improved project performance.
- Resolved customer service escalations to promote mutually beneficial outcomes.
Advanced First Aid/CPR Instructor
Cascade Unique Skills
01.1997 - 09.2007
- Improved CPR course completion rates by creating engaging lesson plans and hands-on activities.
- Enhanced student retention of CPR knowledge through scenario-based training exercises and demonstrations.
- Developed a comprehensive assessment system to track student progress and identify areas for improvement.
- Streamlined the CPR certification process by implementing efficient scheduling and record-keeping procedures.
- Ensured compliance with American Heart Association guidelines in all aspects of CPR course delivery.
- Mentored new instructors, providing support in curriculum implementation and classroom management techniques.
- Collaborated with fellow instructors to share best practices, leading to consistently high-quality course offerings across the organization.
- Incorporated diverse teaching methods to accommodate various learning styles, improving overall comprehension levels among students.
- Continuously updated course materials based on latest research findings, ensuring relevancy and adherence to industry standards.
- Promoted a safe learning environment by maintaining proper equipment maintenance, cleanliness, and usage protocols during practice sessions.
- Measured student performance using objective evaluation criteria aligned with national guidelines for effective CPR administration.
- Employed multimedia resources such as videos, simulations, and interactive tools to enrich the learning experience and increase engagement levels among students.
- Consistently met or exceeded annual goals for number of certified individuals within target communities served by organization efforts promoting lifesaving skills acquisition initiatives.
Billing Clerk
LFW Dance
03.2003 - 09.2006
- Improved billing accuracy by diligently reviewing invoices and reconciling discrepancies.
- Streamlined billing processes for increased efficiency and reduced errors through meticulous organization.
- Maintained up-to-date customer records with accurate contact information, ensuring timely invoice delivery.
- Enhanced client satisfaction by promptly responding to inquiries and resolving billing issues professionally.
- Expedited payment collection by consistently following up on overdue accounts and sending payment reminders.
- Managed high volume of invoices while maintaining attention to detail, resulting in improved financial accuracy.
- Kept management informed of account statuses through regular reports detailing outstanding balances and collection efforts, supporting informed decision-making processes.
- Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding the company''s reputation for professionalism in handling personal data.
- Prepared detailed journal entries as part of the general ledger reconciliation process, supporting accurate financial recordkeeping across departments.
- Verified accuracy of billing data and corrected discrepancies.
- Monitored outstanding invoices and performed collections duties.
- Managed invoicing and payment processing operations.
- Maintained detailed records of customer payments and billing adjustments.
- Processed customer invoices, credit memos and payments within established timelines.
Education Coordinator Emergency Medical Services
City Of Kennewick
Kennewick, WA
08.1998 - 07.2006
- Enhanced curriculum quality by collaborating with teachers and administrators to review, revise, and implement new instructional materials.
- Improved student engagement by developing and implementing innovative educational programs and activities.
- Increased teacher collaboration by creating professional development workshops focused on sharing best practices in education coordination.
- Promoted a positive learning environment through effective classroom management strategies and fostering strong relationships with students.
- Assisted in the development of individualized education plans for diverse learners, ensuring personalized support for each student''s needs.
- Coordinated special events such as guest speakers, field trips, and extracurricular activities to enrich the overall educational experience for students.
- Mentored new educators through orientation programs and ongoing guidance to promote their professional growth within the organization.
- Maintained compliance with local, state, federal policies regarding education coordination through diligent record-keeping practices.
- Created a welcoming atmosphere for all stakeholders involved in the education process through open lines of communication and transparent decisionmaking.
- Championed the use of technology in educational settings by researching, evaluating, and implementing new tools to enhance learning experiences for students.
- Developed community education programming events and other activities designed to increase and improve educational outcomes.
- Assessed student performance and utilized feedback to increase educational program success.
- Implemented student assessment and evaluation processes, aiding program success.
- Liaised between faculty, staff and administrators to coordinate educational program delivery.
- Collated feedback and performance data to create insightful program reports.
- Evaluated programs and monitored implementation and compliance with regulations to achieve objectives.
- Designed or used assessments to monitor student learning outcomes.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Manager of Doctor Office
Dr. Merutka
01.1999 - 09.1999
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Implemented new software tools for streamlined project management, increasing efficiency in task completion across teams.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Streamlined clinic operations, implementing efficient scheduling and documentation practices.
- Streamlined referral processes for specialty services, ensuring timely access to necessary evaluations and treatments for patients.
- Evaluated patient histories, complaints, and current symptoms.
- Increased billing accuracy by diligently reviewing and reconciling invoices and payment records.
- Streamlined billing processes for improved efficiency and reduced errors, implementing new software solutions.
- Managed complex billing situations with a high level of professionalism, resolving disputes and maintaining client satisfaction.
- Ensured timely payments by closely monitoring account balances and following up on overdue invoices.
- Trained new hires in company-specific billing procedures, contributing to their successful integration into the team.
- Developed customized invoicing templates to meet unique client requirements, enhancing overall customer satisfaction.
- Reduced processing time for invoice generation by automating manual tasks using advanced spreadsheet functions.
Traveling Bank Teller
North Cascades National Bank
12.1997 - 02.1998
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Streamlined teller operations for better workflow by implementing time-management strategies.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
Wagner Memorial Pool Manager
Town Of Twisp
04.1997 - 08.1997
- Enhanced pool safety by conducting regular inspections and maintenance of equipment.
- Managed staff schedules for optimal coverage during peak times, ensuring efficient operations.
- Reduced accidents by implementing comprehensive training programs for lifeguards and other staff members.
- Increased customer satisfaction with timely resolution of issues and proactive communication.
- Maintained a clean and well-organized facility, contributing to a positive guest experience.
- Ensured compliance with health regulations through regular water testing and documentation procedures.
- Streamlined registration processes for classes and events, enhancing overall customer service experience.
- Organized staff meetings to discuss safety protocols, facility updates, and ongoing improvement opportunities.
- Recruited highly qualified personnel by implementing thorough interview processes and background checks on potential hires.
- Fostered teamwork among staff members through open communication channels and collaborative problem-solving approaches.
- Contributed towards creating an inclusive environment where all patrons felt welcomed regardless of age or ability level.
Education
Psychology
South University
Savannah, GAEmergency Medical Technician
CBC
Pasco, WAHigh School Diploma -
Hanford High School
Richland, WASkills
- Multi-Line Phone Systems
- Reservation Coordination
- Telephone Operations
- Message Taking
- Filing Management
- Clerical Support
- Typing Skills of 30 WPM
- Excellent Verbal Communication Skills
- Microsoft Word, Excel, Power Point, Outlook, Publisher Expertise
- Making Appointments
- Regulatory Compliance
- Payment Tracking
- Multitasking Abilities
- Data Entry Accuracy
- Collections Management
- Client Relationship Management
- Analytical Thinking
- Dispute Resolution
- Invoice Processing
- Adaptability
- Bookkeeping Knowledge
- Time Management
- Medical Emergencies
- Diabetic Emergencies
- Teamwork and Collaboration
- Scene Safety
- Bleeding Control
- Respiratory Distress
- Effective Communication
- Critical Thinking
- Decision Making
- Patient Assessment
- Stress Management
- Medical Recordkeeping
- Supply Restocking
- Vital Signs Monitoring
- Drug Reaction Intervention
- Treatment Documentation
- Employee Scheduling
- Effective Customer Service
- Administrative Support
- Charting and Clinical Documentation
- Health Plan Benefits
- Supporting Daily Living Needs
- Maintaining Safety Standards
- Crisis Intervention
- Records Management
- Medical Terminology Knowledge
- Team Meetings
- Incident Reporting
- Progress Monitoring
- Documentation Skills
- Patient Observation
- Admissions Intake
- Infection Control Understanding
Timeline
Switchboard Operator
Sun Mountain Lodge
03.2018 - 10.2018
Front Desk Agent
Winthrop Inn
08.2017 - 01.2018
Section Manager, US Census Bureau
US Census Bureau
01.2008 - 09.2010
Billing Clerk
LFW Dance
03.2003 - 09.2006
Emergency Medical Technician Instructor
Cascade Unique Skills
06.1999 - 08.2006
Manager of Doctor Office
Dr. Merutka
01.1999 - 09.1999
Education Coordinator Emergency Medical Services
City Of Kennewick
08.1998 - 07.2006
Traveling Bank Teller
North Cascades National Bank
12.1997 - 02.1998
Wagner Memorial Pool Manager
Town Of Twisp
04.1997 - 08.1997
Advanced First Aid/CPR Instructor
Cascade Unique Skills
01.1997 - 09.2007
EMT
Aero Methow Rescue Service
05.1996 - 08.2006
Psychology
South University
Emergency Medical Technician
CBC
High School Diploma -
Hanford High School
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