Valerie Daniels
Texas City,TX
Summary
To secure a position of employment in a stable, long term environment. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships, a self-motivated and true team player.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Donation Communication Coordinator
LifeGift Organ Donation Center
Houston, TX
10.2018 - Current
- The CCD Coordinator is responsible for tissue donor screening, qualification and coordination of cases, directing the referral to the appropriate organ/specialist, and documenting all appropriate events.
- Receives all incoming calls from referring hospitals, Medical Examiners, Justice’s of the Peace and EMS regarding potential donors.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Communication Coordinator
HCA Gulfcooast Division
Stafford, TX
04.2017 - 01.2020
- My primary purpose of this position is to receive and coordinate incoming requests for patient movement into, out of, and within the HCA GCD hospital system
- I am responsible for facilitating and transferring the patient to the appropriate facility based on patient needs or sending facilities request, finding and accessing the correct or requested type of accepting physician, obtaining acceptance at the receiving facility, and obtain appropriate transportation to transport the patient
- I am expected to work closely with Physicians and Nurse Administrators to ensure that the transfer requests are managed appropriately
- I work solely on Central Logic along with Navi Health and DASH internet based programs.
EMS Communications Supervisor
Harris Health Systems
Houston, TX
02.2006 - 08.2016
- Knowledge of EMS Communications/Operations and Structure; Current certified as an EMT in the state of Texas, NAEMD certified for over 15 years
- 15 years of experience with the EPIC and CAD system which is a Web Based Software program.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Regular shifts on the Ambulance to maintain my Certification Skills.
Dispatcher
NAEMD
Houston, TX
04.2001 - 02.2006
- Directed dispatching, routing and tracking of fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
Dispatcher/EMS Flight Dispatcher
EMT
, TX
10.1996 - 02.2001
- This position is responsible for call intake, flight following, documentation, and reporting according to the standards set by the FAA for air medical transport operating off of the CAD system.
- Evaluated weather trends along routes and notified flights of adverse weather conditions.
- Monitored movement of aircraft to minimize delays and maximize safety.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Responded to over daily caller requests with information about assistance and timeframes.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Education
High School Diploma -
John Tyler High
Tyler, Texas06.1990
EMT B - Healthcare
Tyler Junior College
Tyler, Texas05.1996
Cardiac Monitor Technician Certificate - Healthcare
Houston Community College
Houston, TX05.2012
Skills
- 20 plus years in Customer Service
- 20 plus years working on CAD, 10 years working on EPIC and 10 years working with Central Logic
- Understanding Customer Needs
- Upbeat and Positive Personality
- Call Documentation
- Building Customer Trust and Loyalty
- Answering Customer Questions
- Call Transfers
Certification
CAD (10+ years)
CUSTOMER SERVICE (10+ years)
EPIC (10+ years)
ITransplant (Less than 1 year)
Certifications and Licenses
Timeline
Donation Communication Coordinator
LifeGift Organ Donation Center
10.2018 - Current
Communication Coordinator
HCA Gulfcooast Division
04.2017 - 01.2020
EMS Communications Supervisor
Harris Health Systems
02.2006 - 08.2016
Dispatcher
NAEMD
04.2001 - 02.2006
Dispatcher/EMS Flight Dispatcher
EMT
10.1996 - 02.2001
High School Diploma -
John Tyler High
EMT B - Healthcare
Tyler Junior College
Cardiac Monitor Technician Certificate - Healthcare
Houston Community College
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