The Dispatcher is a vital position with responsibilities to the Operations Managers as well as the Marketing and Billing Departments.
BASIC FUNCTIONS:
- The primary function of the Communications Dispatcher is to oversee the daily operation of the Communication Center. and supporting operational and logistical activities associated with patient transportation services.
- Assists in handling the overflow of calls coming into the Communications Department in a professional and courteous manner while adhering to company policy and procedure.
REPORTING RELATIONSHIPS:
- The Communications Dispatcher reports directly to the Director of Communications.
- The Communications Dispatcher may report to the Assistant Director of Communications when directed to do so by the DoC.
- The Communications Dispatcher will “interact” with the Call Taker on matters relating to Chair Car and Ambulance booking.
RESPONSIBILITY:
- The Communications Dispatcher is directly responsible to the Director of Communications.
- The Communications Dispatcher has no authority over any employee or department.
SPECIFIC DUTIES:
The duties of the Communications Dispatcher include, but are not necessarily limited to the following:
- Transportation services to include Chair Car, Basic Life Support, Advance Life Support, and Emergency 911 services
- Monitor and evaluate all emergency and non-emergency calls answered and dispatched
- Ensure that all communication staff are using professional etiquette while performing
assigned tasks on both telephone and radio communications - Provide effective supervision and support to all communication staff members
- Coordination of organizations vehicle utilization ensuring timely scheduled and emergency response for patient transportation services (preventive maintenance, repositioning and
- Identify breakdown of communication equipment and expedite repair or replacement
through communications manager - Document all identified customer complaints, corrective action and follow up working with communications manager for review with leadership team
- Complete end of shift report via Basecamp identifying shift activity, lost calls and unusual occurrences
- Assist communications manager/CQI with call center staff performance training, evaluation and compliance of organization policies and procedures
- Following standard operating procedures notify management team via email/text blast of events, incidents, accidents, employee injuries, stat and unusual occurrences
- Support coverage during staff breaks and emergency call center occurrences
Review all morning calls and ensure calls received after scheduling department has left have proper coverage and adjust schedule as necessary
MEASURES OF PERFORMANCE:
- The ability to dispatch the most appropriate units to the calls.
- The ability to work in a close-knit environment.
- The ability exhibited to strictly abide by HIPAA regulations and Red Flag Rules.
- The degree of ability exhibited to solve the day-to-day problems.
- The degree of ability exhibited to always maintain a positive mental attitude concerning the company, its services and all its employees.
- The willingness exhibited to “pitch-in” and assist all other personnel adopting a “whatever it takes to get the job done” attitude.
- The timeliness and accuracy of the completion of all tasks assigned to them.
- The perceived degree of satisfaction of the Director of Communications.
REQUIREMENTS:
The primary functional requirements include:
- General knowledge of the service area to be dispatched.
- Ensure and enforce company policies pertaining to dispatching of the company’s fleet.
- Effective interpersonal communications skills and ability to utilize those skills on a daily basis.
- Must be able to pass the EMD course in a timely manner.
- Learn policies and procedures of Alert Ambulance Inc. and adhere to them in all aspects of the job.
- Maintain a current CPR certification.
- Remain calm and effective under heavy workloads and emergent situations.
- Ability to determine and prioritize calls in a timely manner.
