Position: Dispatcher

PRIMARY FUNCTION

Reports directly to the Communications Supervisor. Under the direction of the Communications Supervisor, performs as a dispatcher coordinating the timely responses to requests for medical assessment and transportation.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Dispatching appropriate resources to requests for medical transportation promptly.
• Determining the correct level of service and equipment needed for patients depending on the condition at the time service is requested and verifying all information input by Call Taking Representative presents as accurate.
• Responding to field crew members via radio, telephone and push-to-talk technologies.
• Keeps an accurate record of the location and status of all staffed ambulances in the CAD system.
• Assist field crews with determining addresses, closest ambulance receiving hospitals, and routing options as necessary.
• Maintains customer relationships by reporting any instance of change from initially scheduled transportation to the caller. This includes running late to scheduled calls, reroutes/ destination changes due to saturated Emergency Rooms or patient conditions, etc.
• Serve as a back-up Call Taking Representative and follow all outlined principle duties and responsibilities of the Call Taking Representative.
• Report all customer complaints and unusual occurrences to the Communications Supervisor immediately and follow the appropriate process for Management Team notification.
• Abides by all company and department policies, procedures, and processes and reports any deviation from policies, procedures, and methods to the Communications Supervisor as appropriate.
• Shall at all times act in a highly professional manner. The Dispatcher is an essential representative of the organization and should display the highest quality skills, abilities, and attitude at all times.
• Assist and participate in the job orientation of all newly hired Operations and Communications personnel.
• Work continually with all departments to create harmony and improve morale within the organization.
• Shall perform other duties and tasks as directed by the Communications Supervisor and/or Director of Operations.

MINIMUM QUALIFICATIONS

• High School Graduate or equivalent
• Current California Driver’s License
• CPR for the Healthcare Provider certification
• Emergency Telecommunicator certification or EMT or Paramedic
• Excellent customer service interpersonal, written, and verbal communication skills
• Strong ability to multi-task and maintain composure and decision-making skills during times of great stress
• Experience as an EMT is highly preferred.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to use their hands, talk, and hear. The employee must frequently stand, walk, sit, and reach with hands and arms. The employee is occasionally required to climb, balance, kneel, or crouch. The employee must frequently lift and/or move up to 50 pounds.