EMS Dispatcher (SSCII)

Position Title: EMS DispatcherrnReports To: Communications Supervisor rnFLSA Status: Non-exemptrnrnSUMMARY: This position is responsible for taking information from customers regarding transports; to ensure transportation is safe, efficient and timely; also to determine what type of transport is needed for the particular situation. The position is responsible for allocating resources through solid decision making to ensure the best possible response times and properly tracks and documents tickets of all relevant events.rnESSENTIAL DUTIES AND RESPONSBILITIES: (Responsibilities include, but not limited to) rnrnCorrectly receives and processes emergency "911" and non-emergency telephone requests for ambulance/emergency medical assistance. rnUtilize sophisticated Computer Aided Dispatch (CAD) system, which assists in monitoring, updating and controlling the locations and movements of units. rnReceives requests for pre-scheduled/non-emergency ambulance and wheelchair van transportation.rnObtains and provide mapping and routing information to units. rnAssists customers with a variety of transportation related issues such as selecting the most appropriate vehicle by evaluating the needs and condition of the patient. rnWorks closely with customers to ensure the destination facility can accommodate the patient in the method by which they are transported.rnMaintains constant communication with customers and facilities to relay any information regarding a delayed response for a transportation request.rnResponsible for prompt and courteous answering of inbound calls, providing superior customer service, exceptional problem solving skills and ensuring each customer interaction is a positive experience.rnProvides information to customers regarding insurance coverage for medical transportation, medical necessity for ambulance transportation and costs associated with non-covered transportation. rnAssists other team members with solving challenging situations that require "thinking outside the box" to ensure a seamless transport that exceeds the expectations of the customer. rnProvides excellent customer service to the general public as well as callers from healthcare facilities. rnAdheres to company policies and procedures.rnPerforms other duties as assigned.rnrnKNOWLEDGE AND SKILLS:rnrnExcellent customer service and effective communications skills.rnAbility to multi-task in high stress situations.rnProficient in basic computer operation.rnAbility to problem solve in a variety of situations by using all resources available.rnWorks well with a diverse group of customers and coworkers from a variety of backgrounds.rnAbility to learn the geography of the areas served to provide accurate response time estimates to customers and agencies.rnExercises sound judgment in an array of situations. rnWorks cooperatively with team members, public safety agencies and the public.rnComprehend and make inferences from written materials such as operations manuals. rnrnPHYSICAL REQUIREMENTS:rnrnWorks around standard office conditions, repetitive use of a keyboard at a workstation, continuous viewing of dual computer screens, and use of manual dexterity. Frequent use of manuals and other resources. Work in shared office space and sits for long periods of time. rnrnMINIMUM QUALIFICATIONS:rnrnHigh School Diploma or equivalent.rnEmergency Medical Dispatch Certificate and CPR, required or obtained within six months. rnKnowledge of Medical Terminology. rnBilingual preferred, but not required. rnrnOther Duties:rnPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.rn rnAllegiance is an EEO employer as defined by the EEOC.