Night Time Communications Specialist (Dispatcher)

Company Description

EMS Unlimited is an exciting, growing and professional provider of many EMS related services such as Wildland & Disaster Response, Special Event Medical, EMS Staffing, EMS Training and ambulance transport. We are seeking motivated and positive professionals who understand the importance of positivity, optimism, teamwork and continuous improvement.

We pride ourselves on a sense of team and value those who are patient care focused, customer service driven and excited to represent our industry and organization in a professional manner. EMS Unlimited is a Paramedic-owned and operated organization that knows what you expect from an EMS job. We are seeking team members who are ready to help us achieve excellence and improve on every level. Learn more about EMS Unlimited at www.ems-unlimited.com.

Job Description

POSITION IDENTIFICATION

Reports to: Operations Director

Place of Work: 11811 I Street Omaha, NE

• Full Time
• Medical/Dental/Vision
• Retirement, 401K, 4% company match
• A drug free workplace
• An Equal Opportunity Employer (EEO)
• Health and Welfare benefit up to 40 hours per week

SCHEDULE

• 12 hour shifts, 11pm-11am
• Rotating 3/4-day workweek. Employees work 3 days one week (with weekends off) and 4 days the next week (including weekend coverage), averaging 3.5 shifts per week.

 POSITION SUMMARY

The EMS Unlimited Communications Specialist is at the forefront of serving our customers and must bring a consistent and exemplary degree of of customer service to our hospital and transport team customers. This role requires a high degree of attention to detail, critical thinking, multi-tasking and problem solving and above average computer and technology skills. 

This employee will answer inbound phone calls from hospitals, employee's and others. In addition, outbound phone calls to coordinate responses to services requests and managing asset deployments is part of the role. As a dispatcher you will maintain constant situational awareness of all company apparatus and manage their assignments in an online dispatch platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain a superior level of customer service through multiple mediums of communication such as phone, radio and text. (customers must hear your smile)
• Manage and triage multiple requests for service
• Direct ambulance responses and transports
• Monitor weather and road conditions
• Input data into multiple platforms
• Input and coordinate team schedules
• Performs all duties and functions of the Communications Center.
• Demonstrates ability to type 35 words per minute.
• Answers incoming administrative and non-emergency telephone lines in a courteous and professional manner.
• Receives incoming calls, promptly ascertains proper levels of response, and allocates resources to match dynamic system demands.
• Triage calls and enters accurate data into the dispatch computer.
• Enter all information in the appropriate fields of the CAD while paying special attention to business names, apartment names, apartment/suite number, gate codes, patient location, instructions to access the patient, and most importantly crew safety information
• Interact with field units professionally over the phone and radio using proper etiquette and utilizing excellent customer service skills.
• Familiar with response policies of client facilities and the ability to interact with them professionally.
• Monitor all radio traffic while simultaneously listening in the room for pre-alerts to incoming calls, pre-alerting units, and putting units promptly on the scene to maintain system compliance.
• Constantly monitoring the system ensuring units are en route to post moves in a timely fashion and making sure other units are within an acceptable distance from post.
• Give appropriate routing to units when needed. Have knowledge of how to get this information.
• Identify and report field performance concerns to the Operations Manager.
• Maintain knowledge of current or updated policies and procedures.
• Controls radio traffic, dispatches waiting calls within 30 seconds.
• Familiarize yourself with various group pages and use them accordingly.
• Manages System Status Plan and utilizes available units promptly to maintain the plan.
• Maintains accurate status of field units.
• Demonstrates working knowledge of CAD codes and functions.
• Demonstrates knowledge of policies and procedures of the Communications Center.
• Assists with routine upkeep of the Communication Center.
• Provides pertinent and necessary information to responding crew, such as necessary supports, cross streets, nature of the call, etc.
• Investigates and reports all time exceptions.
• Updates system as the trip progresses, adding mileage, diversions, problems encountered, etc.
• Completes and submits daily status reports, including response time exceptions, response compliance, and unusual incidents, i.e. complaints, accidents, injuries, call-offs, etc.
• Demonstrates ability to interact cooperatively with peers, supervisor, and other company personnel.
• Assists with the training of new Dispatchers and Call Takers as directed by the Lead Dispatcher and/or Communications Center Supervisor.
• Demonstrates thorough geographic knowledge of all company service areas.
• Demonstrates ability to properly cancel a previously scheduled trip.
• Communicates activities of the shift to ensure a smooth transition between shifts and to increase awareness of problems and concerns as they arise.
• Track all turned-down trips on the appropriate form.
• Advise appropriate management when the supply of daily forms is running low.
• Maintains a clear work area.
• Adapt procedures accordingly following equipment or system failure.
• Document all crew changes and times crews go out of service on the daily crew roster, and update crews and/or units in a computer.
• Performs other related tasks and duties as assigned.
• Must have the ability to perform the essential functions of this position with or without reasonable accommodations.
• Completely and accurately fill out insurance pre-authorization form, as needed.

Qualifications

• EMD certification preferred - this will be a requirement after hiring
• Background in basic medical terminology preferred
• Strong communication skills
• General working knowledge of computers and technology systems
• Be able to complete all physical requirements of the job with or without a reasonable accommodation
• High school diploma or GED
• Ability to prioritize multiple tasks; ability to work independently and as a team member.
• Ability to employ discretion and confidentiality in sensitive areas.
• Ability to read, interpret, and follow instructions in memos, letters, and various documents.
• Regular and predictable attendance.
• Thorough geographic knowledge of service areas.
• Effective written and oral communications skills.
• Effective interpersonal skills.
• Ability to read, write, and speak English fluently.
• Correct English usage, spelling, grammar, and punctuation.
• Speak clearly and concisely in an understandable voice via radio, telephone, and in person.
• Must be able to pass a drug test and pass a criminal and civil court record check.

Additional Information

All information will be kept confidential according to EEO guidelines.