EMS Dispatcher

4 weeks ago

North Hills, United States PRN Ambulance Full time

POSITION: Call Taker
REPORTS TO: Communication Manager
FLSA STATUS: Non Exempt

Job Summary:

Under the general supervision of the Communications Manager, the Call Taker is responsible for evaluating all transport requests and passing the call along to the Dispatcher. The Call Taker will also assist with management of incoming call volume as necessary. The Call Taker must demonstrate the highest level of customer service while coordinating each request.

Essential Duties & Responsibilities:

  • Demonstrate exceptional customer service skills with both internal and external customers.
  • Maintain a calm and professional demeanor.
  • Promptly answer, evaluate and prioritize incoming requests for service while communicating effectively with all callers.
  • Demonstrate familiarity with Company service areas and medical facilities.
  • Possess exceptional knowledge of service area geography, roadways and traffic patterns.
  • Demonstrate compliance with all Company and customer policies and procedures as they pertain to the coordination of patient transport.
  • Demonstrate the ability to professionally "control" difficult interactions and effectively direct the flow of the conversation.
  • Operate a computer terminal and demonstrate proficiency with word processing, email, and spread sheet software programs.
  • Operate multi-line computerized phone system as well as radio communication equipment.
  • Simultaneously document all phone and radio transactions using a computer aided dispatch (CAD) program.
  • Attend all mandatory meetings and trainings.
  • Perform other duties as assigned by manager or leadership team.
Minimum Qualifications:
  • High school diploma or equivalent.
  • CPR Card
  • Either one of these - EMT-1, EMT-P EMD or ETC.
  • Demonstrated ability to communicate clearly and professionally both verbally and in writing.
  • Proficient in the Microsoft Office Suite.
  • Ability to accurately take incoming requests while simultaneously documenting the information electronically.
  • Ability to sit for an extended period of time and wear a telephone headset.
  • Ability to type a minimum of forty (40) words per minute.
Preferred Qualifications:
  • Emergency Medical Technician certification.
  • Previous work experience as a Communications Technician or EMS dispatcher.
  • Field experience in EMS/Fire.
Additional Requirements:
  • Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening.
  • Must be able to successfully obtain EMD certification within 6 months of beginning employment.
  • Must be available to work all shifts, including but not limited to day/swing/night, weekends, holidays and mandatory overtime as needed and able to perform role efficiently and consistently during the shift
  • Able to rotate shift assignments as needed and/or required based on operational need
Physical Requirements:
  • Must be able to sit for an extended period of time
  • Requires frequent repetitive hand movements, standing, walking, reaching and grasping
  • Must be able to hear and communicate clearly to perform job duties in person and over the telephone
  • Adequate vision required to be able to read information from printed sources and computer screens

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