Veronica Hill Email & Phone Number

Phoenix, Arizona, United States

• Managed 10 different departments within the Access Center• Develops, coach, trains Leadership to successfully Lead others• Remotely Coach, trains, and develops the team of 71 Clinical Support Center agents.• Motivates team to exceed targets by using metrics for quality, customer satisfaction and performance KPI's. • Uptrained high performing agents to team leadership• Responsible for contractual management of partnership metrics• Responsible for shift laddering and workforce management• Develops training and performance review modules• Creates and implements new protocols, processes, and procedure strategies. • Strategic collaboration with Executive C-Suit Leadership

Phoenix, Arizona, United States

• Uses management skills to work with agents, monitoring calls, chats, and provider interactions to ensure all the patients and team members are receiving excellent care and customer service.• Motivates team to exceed targets by using metrics for quality, customer satisfaction and performance KPI's. • Managed multiple remote CSC agents across the United States Acts as the first point of escalation and troubleshooting for providers in the field and customer issues within the team• Places strong focus on quality control by way of metric review, data analysis and call monitoring.• Performs as CSC Agent, Dispatcher or Admin in times of high call volume. • Assists CSC leadership in hiring and build out of the team.

Phoenix, Arizona, United States

• Provided acute patient triage and screening• Coordination of day-to-day PA/NP and EMT patient volume • Logistical planning and map utilization • Management of clinical tasks and follow-up in the Electronic Medical Record • Coordination of referrals for patients

Seattle, Washington, United States

• Provided triage, first aid and/or a referral to outside medical providers • Ability to remain calm, react quickly, make sound decisions, and respond appropriately in emergency situations to determine a proper course of action and appropriate care • Maintain medical records and medical records database for site. • Coordinate onsite health fairs. • Participate in frequent medical and safety awareness meetings with construction workers.

Tukwila, Washington, United States

• Administer emergency treatment to patients in life-threatening medical situations, conduct on-scene patient assessments to evaluate injuries and vital signs, and communicate with families and patients to identify treatments based on medical history. • Acted as team leader and took responsibility for scene management as needed. • Provide EMS to diverse patient populations and communicate with empathy and compassion to calm patients during medical emergencies.

Emt Certificate, Emergency Medical Technology/Technician (Emt Paramedic)

General, General Studies

Received my GED