Call Taker

About the role

A Call Taker serves as the first point of contact for internal and external customers requesting transportation services or information from the communications center. This role requires gathering essential information, ensuring smooth communication, and operating under Emergency Medical Dispatch protocol to intake transportation requests, determine the nature of calls, and process insurance information through online databases, faxes, and emails.

Responsibilities

• Demonstrate complete knowledge, understanding, and compliance with company policies and procedures.
• Ensure the Computer Aided Dispatch console, phone system, and all equipment are ready for use at the start of each shift.
• Maintain security of buildings, the Dispatch Center, and other company property.
• Perform daily inspections and housekeeping duties to keep the work area clean, clutter-free, and sanitary.
• Maintain appropriate communications with company units, managers, support staff, healthcare facilities, and other agencies via phone, cell phone, and email.
• Answer emergent and non-emergent calls from the public, medical professionals, and other agencies, prioritizing based on severity.
• Maintain clear and accurate records of all calls and actions taken during the intake process.
• Collaborate with dispatchers to provide accurate ETAs and demonstrate knowledge of local geography, including hospitals, public venues, streets, and highways.
• Respond to all calls for service promptly, following Emergency Medical Dispatch and company procedures.
• Determine the exact nature of each call and provide pre-arrival or post-dispatch instructions to callers when appropriate.
• Obtain complete intake information from callers and input it into the Computer Aided Dispatch system.
• Process insurance information for approval and authorization through online databases, faxes, and emails.
• Act in the best interests of high-quality patient care and maintain the safety of field crews, patients, EMS personnel, and the public.
• Maintain security and privacy of all company and patient information in compliance with HIPAA and other regulations.
• Accept responsibility for recertification as an EMD and other required licenses and certifications.
• Report to assigned shifts on time, properly groomed in uniform, and remain on duty until properly relieved.
• Set an example of professionalism and leadership, prioritizing patient care excellence and safety.
• Perform other duties as directed by management.

Requirements

• Currently licensed, certified, or registered by the appropriate state agencies.
• Ability to work effectively with minimal supervision and use good judgment.
• Ability to work in a fast-paced, high-pressure environment and manage multiple activities without error.
• Superior spatial orientation ability to read and interpret maps.
• Good computer skills and the ability to type at least 30 words per minute.
• Ability to interact constructively and professionally with employees, public safety personnel, medical staff, patients, and the public.
• Demonstrate a level of skill and ability consistent with providing quality customer care.

Physical Requirements

• Ability to reach, push, and pull.
• Ability to sit for long periods.
• Ability to use phones to communicate with callers and staff.
• Ability to use a mouse or keyboard to input data over long periods.
• Ability to view graphic and text data on multiple computer screens for extended periods.
• Ability to complete all job duties during any and all hours of the day and night.