EMS Dispatcher (SSCII)

About the Role

This position is responsible for taking information from customers regarding transports, ensuring transportation is safe, efficient, and timely, and determining the type of transport needed for each situation. The role involves allocating resources through solid decision-making to ensure the best possible response times and accurately tracking and documenting tickets of all relevant events. The position is on-site in Carrollton, TX, and is not remote.

Responsibilities

• Correctly receives and processes emergency "911" and non-emergency telephone requests for ambulance/emergency medical assistance.
• Utilizes a sophisticated Computer Aided Dispatch (CAD) system to monitor, update, and control the locations and movements of units.
• Receives requests for pre-scheduled/non-emergency ambulance and wheelchair van transportation.
• Obtains and provides mapping and routing information to units.
• Assists customers with transportation-related issues, such as selecting the most appropriate vehicle based on patient needs and condition.
• Works closely with customers to ensure the destination facility can accommodate the patient in the method of transport used.
• Maintains constant communication with customers and facilities to relay any information regarding delayed responses.
• Provides prompt and courteous customer service, ensuring each interaction is positive.
• Informs customers about insurance coverage, medical necessity for ambulance transportation, and costs associated with non-covered transportation.
• Assists team members with challenging situations, ensuring seamless transport that exceeds customer expectations.
• Adheres to company policies and procedures.
• Performs other duties as assigned.

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.

Skills

• Excellent customer service and effective communication skills.
• Ability to multi-task in high-stress situations.
• Proficient in basic computer operation.
• Strong problem-solving skills using all available resources.
• Works well with a diverse group of customers and coworkers.
• Ability to learn the geography of served areas for accurate response time estimates.
• Exercises sound judgment in various situations.
• Comprehends and makes inferences from written materials such as operations manuals.

Physical Requirements

• Works in standard office conditions with repetitive use of a keyboard and continuous viewing of dual computer screens.
• Frequent use of manuals and other resources.
• Works in shared office space and sits for long periods.

Please 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.