EMS Dispatcher (SSCII)

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Correctly receives and processes emergency "911" and non-emergency telephone requests for ambulance/emergency medical assistance.
• Utilize sophisticated Computer Aided Dispatch (CAD) system, which assists in monitoring, updating and controlling the locations and movements of units.
• Receives requests for pre-scheduled/non-emergency ambulance and wheelchair van transportation.
• Obtains and provide mapping and routing information to units.
• Affords assistance to customers with a variety of transportation related issues such as selecting the most appropriate vehicle by evaluating the needs and condition of the patient.
• Works closely with customers to ensure the destination facility can accommodate the patient in the method by which they are transported.
• Maintains constant communication with customers and facilities to relay any information regarding a delayed response for a transportation request.
• Provides information to customers regarding insurance coverage for medical transportation, medical necessity for ambulance transportation and costs associated with non-covered transportation.
• Assists 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.
• Provides excellent customer service to the general public as well as callers from healthcare facilities.
• Adheres to company policies and procedures.
• Performs other duties as assigned.

Knowledge And Skills

• Excellent customer service and effective communications skills.
• Ability to multi-task in high stress situations.
• Proficient in basic computer operation.
• Ability to problem solve in a variety of situations by using all resources available.
• Works well with a diverse group of customers and coworkers from a variety of backgrounds.
• Ability to learn the geography of the areas served to provide accurate response time estimates to customers and agencies.
• Exercises sound judgment in an array of situations.
• Works cooperatively with team members, public safety agencies and the public.
• Comprehend and make inferences from written materials such as operations manuals.

Physical Requirements

• Works 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.

Minimum Qualifications

• High School Diploma or equivalent.
• Emergency Medical Dispatch Certificate and CPR, required or obtained within six months.
• Knowledge of Medical Terminology.
• Bilingual preferred, but not required.