Customer Service Quality Assurance

Michael Knapp

***** ***** *** **. *********, CA. 951-***-**** *********@*****.***

SUMMARY

Highly proficient Information Coordinator with a demonstrated history of working in the hospital & health care industry. Skilled in Critical Care, Healthcare, Healthcare Management, Regulations, and Customer Service Excellence. Extensive background in planning, organizing and supervising the work of others. AREAS OF EXPERTISE

Healthcare Supervision

Healthcare Information

Standards Compliance

Patient Safety

Quality Assurance

Employee Supervision

Medical Records

Public Health

Employee Training

Diagnostic

Procedures

Regulations

PROFESSIONAL EXPERIENCE

ONE LEGACY: Los Angeles, CA Sep. 2011 – Present

Procurement Transplant Coordinator

• Trains all new staff and provides the essentials needed to perform their duties

• Responds punctually to potential organ donor referrals at various hospitals in Southern California.

• Meticulously reviews hospital records, performs thorough health assessments, and evaluates current organ function to assess for suitability for potential organ donation.

• Recovers and preserves organ functions for donation.

• Tactfully and diplomatically collaborates with multi-disciplinary staff and develops a plan for continuity of care.

• Coordinates all subject matter to transplant centers, including tests and exams that are requested.

• Trained and signed off to place arterial and central lines.

• Coordinates with Operating rooms availability and also mediates between hospital staff and transplant staff.

• Serves as a subject matter expert to potential donor families on the process of organ donation and recovery, and provides emotional support to grieving families.

• Performs aseptic recovery of organs for transplant and research.

• Addresses and resolves issues identified in the referral and donation process.

• Establishes and enhances relationships with multi-disciplinary hospital staff and provides education about the donation process industry standards and best practices.

• Obtains required documentation from agencies such as hospitals, ME/Coroner' s offices, processors, laboratories,

or other relevant government entities, confirming that the donor case file is correct, accurate, and complete. COUNTY RESCUE AMBULANCE: Orange, CA Dec. 2009 – Sep. 2011 EMS/911 Dispatch Supervisor

• Supervised approximately five employees.

• My duties consisted of navigating multiple units through various counties while comprising the use of multiple systems to input and retrieve information

• Responsibilities included overseeing the day to day operations of the department, organizing all appropriate daily paperwork for dispatchers

• Oversaw the dispatching of all vehicles and monitor protocols for ALS versus ELS levels of care.

• Performed 911 dispatching responding to emergency and non-emergency calls for assistance and information.

• Used computer aided dispatch (CAD) program for dispatching areas and kept track of trucks

• Performed emergency medical dispatch and crisis intervention services.

• Asked vital questions and provided pre-arrival instructions for emergency medical calls.

• Monitored and operated a radio console and computer equipment. UCLA SANTA MONICA HOSPITAL: Santa Monica, CA Aug. 2004 – Dec. 2009 Field Training Officer/Dispatch Lead

• As an emergency room technician, my main function was to support registered nurses in the hospital emergency department in order to provide the highest quality patient care.

• Performed vital signs, ekg's, venipuncture, cardiac monitoring, lab specimens, treated wounds, and placed casts.

• Kept track of necessary supplies in the ER stock room and reordered supplies as necessary.

• Maintained observation of designated patients and promptly notified nursing personnel of situations

• Assisted with patient transfers and discharge and documented patient information

• Triaged patients and performed data entry while answering multiple phone lines, assessing patients, transporting patients to exams and procedures.

• Field trained and provided instruction to EMTs completing their clinical rotations as well as mentoring new paramedics.

• Conducted individualized training sessions to teach and assess new employees as they become familiar with the emergency department, and job responsibilities

• As a dispatcher, I supervised 5-8 employees daily.

• Scheduled and dispatched work crews, equipment or service vehicles to appropriate locations

• Arranged for necessary repairs in order to restore service and schedules. EDUCATION

Emergency Medical Technician Paramedic: Certification, 2004 University of California Los Angeles: Westwood, California Medical Assistant, Medical Assistant: Certification, 2001 Riverside Community College: Riverside, California Healthcare Administration Associates Degree, Ashworth College:

Contact this candidate