Dispatch Supervisor

About the role

The Dispatch Supervisor oversees the daily operations of the NCEMS Communication Center and performs the duties of a Dispatcher. This role requires 5 years of dispatcher experience and a valid state ID.

Responsibilities

• Maintain critical working relationships with community resources including Police, Fire, Life Flight, Hazmat, and internally with the North Central EMS team.
• Demonstrate a customer-focused attitude to serve clients of diverse backgrounds at all times.
• Take inbound calls, assess and prioritize situations, and assign and coordinate appropriate internal and external resources.
• Participate in interviewing Dispatcher candidates.
• Supervise and manage Dispatchers, acting as a liaison between the Dispatch team and Field Supervisors/Operations Manager.
• Liaison between billing and dispatch to ensure all paperwork and billing requirements are met to maximize revenue opportunities.
• Maintain and oversee staffing schedules, ensuring appropriate coverage for planned and unplanned absences.
• Monitor supplies needed for the department and coordinate required repairs and maintenance for equipment.
• Oversee training new hires and competencies of existing employees.
• Conduct monthly Quality Assurance reviews by evaluating audio recordings to identify areas for improvement and training opportunities.
• Monitor safety procedures and protocols for the department.
• Maintain patient confidentiality as per the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Administer Progressive Discipline, Employee Counseling, and performance appraisals as needed.

Requirements

Must be 21 years of age or older and have a valid state ID.

Qualifications

General knowledge of dispatch equipment - maintains relationship with dispatch equipment supplier for PMs, maintenance, etc.

Skills

Demonstrated familiarity with standard medical terminology. Excellent oral and written communication skills. High level of computer operation skill essential.

Benefits

Comprehensive Benefits Package - Medical & Dental coverage, 401K match, paid time off, tuition assistance and more!