Shelly Miller has been a dedicated member of Mecklenburg EMS Agency (Medic) for 12 years, excelling in various roles throughout her tenure. She was instrumental in the successful transition to an in-house billing department, which has become known for its excellent and compassionate customer service. In 2023, Shelly was nominated as a member of the American Ambulance Association Cost Data Collection Education Faculty, where she led educational sessions at regional EMS conferences across the country, helping EMS agencies navigate key challenges.

Shelly’s contributions to the EMS field were further recognized when she received the prestigious AAA Distinguished Service Award, highlighting her invaluable impact on both Medic and the EMS profession nationwide. Her dedication, expertise, and leadership make her an integral part of the EMS community.

A senseless, tragic police-involved shooting incident in Charlotte, North Carolina in April of this year sent shockwaves across the country and especially in the public safety community. Eight law enforcement officers were injured during this act, four of whom lost their lives in the line of duty. Ryan, despite personal risk to himself, provided life-saving care as a member of Medic’s Special Operations tactical paramedic team. Though this is what this team is trained for, this situation was incredibly complex. Ryan exemplified the vital role EMS plays in protecting our community every day amid extraordinary circumstances. Ryan also received Medic’s most prestigious award, the Medal of Valor, for his actions that day and continues to serve as a Field Training Officer and Paramedic Crew Chief.

Heather Teague has served her community for 26 years. She comes from a proud legacy of public safety as caring for fellow citizens was passed down from her father, a retired firefighter. It is clear that Heather learned from the best as she is now the most sought-after Paramedic Preceptor at Medic.

Heather is known for her knowledge and scene management skills in the field. Her nominations from co-workers describe Heather as, “approachable even on the worst days, caring, and the one that you want taking care of your loved ones.” This trust in her skill and empathy is one of the highest honors an EMS professional can have.

Mecklenburg EMS Agency is proud to recognize Heather as a 2024 Star of Life.

Since Nicole Tyson’s first day at Medic in 2011, she has consistently performed vitally important duties in support of Medic’s revenue cycle with excellent attention to detail and diligence.

Her colleagues rave that “Nicole is a leader within the department and an exemplary employee. She helps guide and support her co-workers and advocates for patients.”

Nicole is responsible for enrollment and billing compliance with governmental payors, which include critical processes that allow the Agency to meet its mission. Nicole executes her duties all behind the scenes with little recognition.

During her tenure, Nicole was a key part in 2011 when Medic successfully brought Medic’s billing department in-house. Her work was also critical for enhancements to Medic’s online patient portal.

Nicole has always had a sincere desire to help others and was drawn to the healthcare field, and though not on the front lines she still finds ways to make a difference every opportunity she gets. Nicole is from Stanley, NC and has lived in the Charlotte area for over 30 years. She enjoys volunteering with youth groups, church, camping, fishing, and beekeeping.

Medic is proud to honor Nicole Tyson as a 2023 Star of Life.

Andrew “Drew” Smith began his career at Medic in 2003 and is currently an Operations Supervisor. Drew is best known as an employee advocate and mentor, which has been proven invaluable over the last two decades.

Drew has spearheaded the Crew Chief promotional process for the last seven years, contributing to the advancement and growth of employees as they transition into their own leadership positions.

Drew’s nominations also highlight his exceptional level of selflessness, kindness, professionalism, and a sense of calm during times of difficulty. Drew’s colleague noted, “When there were times that I thought I couldn’t do my job anymore, he was always there to remind me that he supported and believed in me.”

Drew is originally from Missoula, Montana, and has called the Charlotte area home for the last 20 years. Drew has always loved working in public service, first being inspired to work in EMS after taking an EMT class to aid in helping elderly clients at one of his first jobs. He was hooked ever since.

Drew is an avid Seattle sports fan and most loves spending time with his family. Medic is proud to honor Drew Smith as a 2023 Star of Life.

Throughout her 24 years of service at Medic, Beth has been known to be dedicated to Medic’s mission. She is a passionate educator and an advocate for improvement.

In addition to her roles as Paramedic Crew Chief, Field Training Officer, and Driver’s Instructor, Beth is also invested in the future of both Medic and EMS as an industry by participating in over 20 improvement project teams.

Beth cites mentoring as one of her proudest experiences at Medic, such as her time as a field training officer to new EMTs and Paramedics, many of whom are now doctors and physician associates and still refer to her as “Mama Beth.” Beth also participated in Medic’s COVID-19 vaccination clinic and was an instructor for Medic’s first in-house EMT credentialing program.

Beth’s colleagues note that she is, “a true example of professionalism. Beth’s dedication to patient and employee advocacy is unmatched in the agency.” Her nominations highlight her goodwill, sense of honor in the workplace, strong character, accountability, and an innate desire to excel.

During her off-time, Beth enjoys volunteering for various charities and elementary schools, traveling, doing anything outdoors, and visiting with family. She was inspired to work at EMS due to the incredible healthcare professionals who cared for her grandparents, including a Medic crew. Medic is honored to celebrate Beth as a 2023 Star of Life.

Rebecca Zamagni-Mander began her career in June of 2005 and has excelled professionally as a Telecommunicator, a Controller, a Communications Training Officer (CTO), an Assistant Communications Supervisor, and now as a Communications Operations Supervisor.

Rebecca has handled the scheduling of candidates for critical testing, scheduling of and facilitation of panel interviews, scoring of new candidates, decision making for conditional offers of employment, and the conducting of reference checks of candidates for hire. She also successfully completed the PSAP Managers Course offered by the NC 911 Board, as well as her ED-QI (Emergency Dispatch-Quality Improvement) in order to learn more about how to develop CMED employees.

Another of Rebecca’s strengths includes her ability to ensure employee success. She has an open and transparent dialogue, which the CMED employees all appreciate. They also admire her ability to listen to them, whether about professional or personal matters. She seeks to understand and gives trusted advice. Rebecca always manages to foster positive discussions and to bring out the best in all employees.

Rebecca is wholeheartedly dedicated to this community and the citizens we serve. She is truly a patient advocate and is very proud of the work Medic does every day.

Throughout her time at Medic, Anna Baldwin has proven herself to be an exceptional employee and representative of Medic’s mission. Anna consistently goes above and beyond the call of duty. She is a true inspiration and example of what an EMT should be. Over her two years with the agency, Anna has received 54 commendations from Medic employees and the public, and 9 nominations for a Star of Life.

Anna’s nominations outline her passion for patient advocacy. She treats every patient like they are her only patient that day and with the utmost respect and empathy. Anna listens to get to the root of each patient’s issue and fights on their behalf at the hospital. Whether it be getting an appropriate bed assignment or getting the patient the proper assistance after their discharge, Anna advocates for her patient every time.

Anna also received the Burnette-Nobles Award in 2018 in recognition of her outstanding service to the people in her community. She relentlessly proves herself to be an exceptionally competent, professional, and caring EMT.

Brian joined Medic as an EMT more than 20 years ago, and today has the highest consistent employee satisfaction rates for Operations Supervisors. Therefore, it is no surprise that Brian is known for being exceptionally dedicated to his employees.

A co-worker noted that his “commitment to his team and his peers has been a true test of character to which he passes with flying colors. I could not have asked for a more committed and passionate coworker who I have been honored to work beside.”

Brian has also been extremely instrumental in the operational management of Medic’s COVID-19 vaccination clinic during the pandemic, spearheaded numerous Mass Casualty Incident exercises, and most recently led a project focused on improving After Action Reporting and the development of an After Action Review Committee, which he is also the lead for.

During his experience with a fire department while in college, Brian was inspired to go into EMS to help even more during medical emergencies. Brian is from the Charlotte area and enjoys spending time with friends and family and being on the lake. Medic is honored to nominate Brian Smith with the much-deserved title of Star of Life.

For the last decade, Cynthia Jefferson has arrived to work every morning with a smile on her face. Her friendly demeanor helps set the tone of the Patient Financial Services Department (PFS) for the rest of the day. As the Revenue Cycle Supervisor, Cynthia is responsible for overseeing 14 very different personalities. During an average day, Cynthia visits with each of her employees to help ensure that her team has what it needs to succeed and always takes a few minutes to make sure all is right in their world.

As the PFS Supervisor, Cynthia’s duties include timecards, vacations, evaluations, and anything else that pops up. To make sure that field staff is aware of their excellent patient customer service, Cynthia will quickly email crews when praise comes in from patients. When an unhappy patient calls the Billing Department, she listens to their complaints and handles each one with the utmost professionalism and care. Cynthia does all of this without compromising her staff’s or department’s credibility. These are just a few of her many qualities that her staff praise her for and appreciate.

Cynthia is compassionate to both her staff and all of Mecklenburg EMS Agency’s patients. Since its conception, Cynthia has been a foundational rock for the PFS. Her staff can always count on her to do the right thing. According to one of her employees, “She is an example of what every Medic employee or supervisor should be. There is no challenge that she would not rise to meet if asked to.” Mecklenburg EMS Agency is proud to recognize Cynthia Jefferson as a 2019 Star of Life.

Joshua Baun has proven himself to be an advanced healthcare provider and an excellent patient advocate over his six years with Mecklenburg EMS Agency. Josh has an outstanding rapport with patients and relates remarkably well to everyone in all circumstances. He is a team player, is always dependable, and is committed to continued professional development.

“Although I have known Josh for a few years, it wasn’t until he joined my team in 2018 that I was able to witness first-hand the quality and caliber of this unsung individual,” says Josh’s supervisor.

Josh routinely seeks feedback, impressing leaders with his energy and his dedication to serving as an ambassador for the Agency.

Josh shatters all expectations that are set for him. He is an asset to his team by consistently fielding questions, seeking information, and clarifying any changes that occur within the Agency. Josh serves as a role model who strives for excellence and holds his peers to a higher standard. Josh recognizes others before himself and, as a Crew Chief, his mentorship and development of his direct team members is bar none.

On his own time, Josh meets with Crew Chiefs outside of work and helps them to prepare for interviews. Josh often challenges peers on many topics, including diversity and work ethic.

As a Relief Operations Supervisor (ROS), Josh is one of the most active members, and has done countless hours of extra work on writing and implementing new training software into the Crew Chief Training curriculum. He is continually striving to mentor and support field employees and is widely regarded as an outstanding advocate. Josh has also taken on an advanced leadership role in Crew Chief and Field Training Officer instruction. Josh often expresses how he wants to be there for the crews, and he single-handedly processed the most commendations as a ROS for Field Crew Chiefs last year.

As one of the most adaptable and accountable members of the Mecklenburg EMS team, Josh is a true example of a professional in the industry. His coworkers are particularly impressed with his goodwill and sense of honor in the workplace. He displays a natural sense of calmness and approachability, as well as a spirit of confidence, self-actualization, and a relentless drive to succeed. Josh has an innate desire to excel in all aspects of his duties and is very resolute in his convictions regarding character and accountability. Mecklenburg EMS Agency is proud to recognize Josh Baun as a 2019 Star of Life.

Justin Rowe is described by his colleagues as humble, kind, thoughtful, supportive, and dedicated. According to many, Justin is a superb team player who understands the responsibility of delivering prehospital care to the citizens of Mecklenburg County, North Carolina. Justin takes a great deal of pride in working with the NET team and delivering excellent care to the patients and the families MEDIC serves. Justin works not only to meet the Agency’s standards of behavior for providing outstanding care, but he exceeds expectations by displaying professionalism and compassion towards every patient. Justin’s outstanding patient care frequently results in families requesting him by name.

According to his supervisor, “Justin is, by far, one of the hardest working employees we have at MEDIC. His dedication to our patients and departments is of the highest caliber. I frequently rely on Justin to make sound operational decisions and to mentor others without prompting.”

Justin began his career with MEDIC as an EMT in June 2007. He quickly moved up to function as one of the first BLS team leaders on the Non Emergency Transportation (NET) team. He then pursued his Paramedic certification. When the ALS NET team was transitioning from HP to solely ALS NET, he was one of the few that remained on NET. He spoke very positively of the mission of the NET team, inspiring other team members to stay instead of going back to 911. In September 2016, Justin stepped up to become a full-time crew chief without question or hesitation.

Justin has also worked closely this year with Special Operations during large-scale events. He assists crews who are less familiar with the UTVs, trouble shoots tablet connections, helps determine the best access points to patients in highly congested areas, and is familiar with the Command Center. Lastly, Justin also worked with Logistics during a time of reduced staffing, simply because he wanted to help his colleagues. Justin learned how to support the department by checking out gear and narcotics to incoming and outbound crews.

In addition to his work in the field, Justin has taken on a variety of additional responsibilities at MEDIC. For example, Justin is a safety instructor and trains new employees to operate MEDIC vehicles. He also mentors new staff as they transition to working in the field. The work Justin has done and continues to do has been vital for the success of our new agency driving program. Justin also dedicates his time off-the-clock working as an instructor for the Safe Teen program, which works to educate young adults on the responsibility of safe driving.

Justin is very humble and would never shine the spotlight on himself. Over the course of his career at MEDIC, Justin has worked hard to better himself as well as to being the best care provider possible. For these many reasons, MEDIC is proud to recognize Justin the 2019 Stars of Life award.

For thirty years, Don Overcash has shown himself to be an extremely accomplished and reliable asset to Medic. He does an exemplary job both as an Operations Supervisor and an outstanding paramedic. Don’s many years of experience are reflected in the high quality of his performance. His position is not just a job-it is his passion. Overcash’s dedication to the Medic organization and its mission statement is displayed day in and day out. The pride Don takes in his work is infectious, as he will be the first to share his enthusiasm and concern for others. Overcash has earned a reputation amongst his peers as an adept problem-solver, regardless of the complexity of the situation. He is always ready to provide support above expectations and proudly protect the interests of Medic, its employees, and patients. Despite his decades of service, Don’s commitment and drive to provide world-class EMS care has never diminished. Reflective of his passion for service, Overcash has served for many years as a volunteer with Charlotte Life Saving Crew and Cooks Fire and Rescue and is an active member in his community. Don exemplifies the spirit and performance of a 2014 Star of Life.”

Jeff Lineberger is a dedicated Operations Support Technician at Medic. Lineberger’s strong work ethic continues to set an excellent example for his colleagues across the Agency. Jeff ‘s attention to detail, while not losing sight of the overall picture, makes him a valuable asset to Medic Operations Supervisors for unit preparedness and deployment management. Jeff ‘s relentless dedication to his role does not end with the just the task at hand; he continues working until the project is complete. This tireless work ethic can be seen in Lineberger’s willingness to help colleagues both on the job and off, being a positive influence no matter what is presented to him and setting a great example to all of those around him with his boundless commitment. These values have been demonstrated without waiver from the beginning of his career to the present. He is a true asset to Mecklenburg EMS Agency and to the 2014 Star of Life conference.”

Ute Dorflinger’s caliber of work as Medic’s ePCR Coordinator speaks for itself. Ute has a determined, head-on approach that has made an enormous impact particularly with Medic’s Electronic Patient Care Report software, ensuring that paramedics and EMTs have the best technology available to assess patients and accurately document critical information. Dorflinger’s dedication and accountability are apparent to all. She shares Medic’s goals of always looking for improvement and uses her skills as a collaborator to build solid working relationships with the Office of NCOEMS, Premis, Medusa Technologies, departments across the Agency, hospital personnel, and most importantly, her fellow Medic colleagues. Ute’s stellar track record of successful process improvements and project management exemplify the characteristics of a 2014 Stars of Life recipient.”

Sharon started at MEDIC in 2014, and she has continuously worked to improve not only her department but the agency. She is an active EMT with Mint Hill, and she has led several work groups designed to improve employee well-being, most recently one on providing resources for employees outside of the Employee Assistance Program.

Sharon has also worked to implement a new HR system that will allow employees to make changes to benefits at their convenience instead of filling out paper forms. She has also served on several agency work groups as a subject-matter expert.

The staff who work directly for Sharon say that one of her finest attributes is that she leads by example. She is available for them and every staff member of the agency, and she is widely regarded as being a person you can truly count on. When someone has an issue, she will take the time to listen and help him or her resolve their problem, whether or not she is busy with other duties.

Sharon is also known for teaching in an encouraging manner while making sure that her employees have the resources they need. According to one MEDIC employee, “She has been one of the most influential and exceptional managers.”

Nick embodies the ideals of advocacy, respect, compassion, and integrity. He is an exceptional clinician, educator, mentor, and colleague, and an exemplary leader.

We’re constantly impressed by how he consistently and courageously meets challenges, overcomes obstacles, and pursues excellence in all areas of his life.

Nick shows compassion and kindness for every patient. His calm, open-minded approach never falters, and because of this, he’s always able to establish a rapport with not only the patient but those around him. Nick’s presence and demeanor alone create an atmosphere of confidence and unity that allows the job to be done in a professional manner and with the best outcome.

One of the most striking things about Nick’s attitude as a provider is the amount of patience with which he tackles every obstacle, whether it’s a noncompliant patient or a new hire’s lack of driving skills. He puts Medic’s mission into action every day by preparing providers to save a life, hold a hand, and be ready to respond in our community where and when our patients need us.

At home, he is a full-time husband and father to three young girls, and he supports his wife as she manages an animal hospital. Nick recently learned blacksmithing and established an eco-responsible food system, planting crops and breeding rabbits to provide sustaining food for his family and his community.

Tim has spent countless hours making other employees’ jobs easier and ensuring that all areas of the Agency are taken care of. He consistently goes above and beyond.

Communications supervisor may not be a very visible, upfront job, but it truly is the backbone of our operation. Tim works hard in the background to make sure all aspects of Communications are functioning at full capacity. Tim maintains multiple systems to include CAD and CAD to SIREN, and helps develop ways to make documentation and data collection easier.

Tim has just completed his year as RCC (Radio Communications Council) chairperson for the local Charlotte P25 Radio System while also attending CAD Administrator training. He has been a liaison to our County Fire departments and County First Responder agencies, and he’s active in the County Fire Association meetings as well as with providing radio and pager assistance to the departments.

Tim often assists at the MOC (Mobile Operations Center) during special events such as Panther’s Games, Speed Street, or New Year’s Eve, using his COM-L (COM Lead) or COM-T (COM-Tech) as support roles for Communications/ICS functions. He also leads the distribution of Medic’s new portable radios and additional mobile radios.

Tim is a stellar MEDIC employee—consistently kind, compassionate, and eager to  help wherever he’s needed. During many night shifts, crews have reported issues, knowing that whatever the hour, Tim would provide assistance. Tim will go the extra mile to help everyone he meets and is genuine in all that he does. You can see his dedication to his family, friends, and this Agency in his every action.

Sherri Steele joined Medic five years ago. She serves in our Billing Services Department, specializing in Veterans Administration (VA) claims.

Working on VA claims is very tedious and time consuming. According to Sherri’s supervisor, “she should get combat pay for for handling such challenging situations.” Despite the obstacles, Sherri always goes above and beyond to get results. She helps Medic patients get their VA claims paid by working with the local hospital medical records departments.

Sherri was nominated as a Star of Life by her department manager. She was selected for her continuous demonstration of many of Medic’s core values, including putting our patients first by educating them about their benefits.

Although she is not a clinician, Sherri is truly a Star. Her dedication to a job well done benefits some of our most vulnerable patients every day.

Tiffany Johnson has served at Medic for 17 years. More than just a job, Tiffany believes that EMS is her calling.

A mentor to many, Tiffany’s coworker noted, “Tiffany has no problem sharing her knowledge and taking time out to help you strengthen your skills to be a better Paramedic.” Tiffany assists others during times of need, and handles difficult situations with remarkable patience and admirable tact.

With seven nominations from fellow employees, selecting Tiffany Johnson as a 2017 Star of Life was a no brainer. As a Paramedic Crew Chief, Tiffany exemplifies Medic’s mission, “saving a life, hold a hand,” both on and off duty. Tiffany treats each patient like a family member; with respect and dignity, no matter the nature of the call. Former patients have asked for Tiffany because of the excellent care they received from her.

Tiffany’s dedication to her community continues even when she is not on duty at Medic. In her free time, Tiffany serves with a volunteer group of women who have adopted Hunter Woods Nursing Home.