Call Taker

PRIORITY ONDEMAND•Fredericksburg, VA

7d•$17 - $17

About The Position

The Call Taker answers incoming service calls and follows Emergency Medical Dispatch (EMD) guidelines and company procedures to determine the nature of each call, collect complete intake information, enter it into the Computer Aided Dispatch system, and provide appropriate pre-arrival instructions. The role maintains communications with company units, managers, support staff, healthcare facilities, and other agencies using radio, data link, pager, or cell phone. The position requires attention to patient and crew safety, information privacy, equipment and facility security, and professional interactions with callers and colleagues. Call Takers work in the Dispatch Center and are responsible for preparing and inspecting their work area and equipment, maintaining cleanliness, and following company policies. They must be ready for their assigned shift, remain on duty until relieved, and maintain required certifications and licenses. Available schedules are 7:00 AM–7:00 PM or 7:00 PM–7:00 AM, following a rotating pattern of 2 days on, 2 off, 3 on, 2 off, 2 on, and 3 off.

Requirements

High degree of personal integrity and responsibility.
Ability to work effectively with minimal supervision and use good judgment.
Ability to work in a fast-paced, hectic, high-pressure environment.
Ability to manage multiple activities simultaneously without error.
Superior spatial orientation and ability to read and interpret maps.
Good computer skills and typing speed of at least 30 words per minute.
Ability to work efficiently and interact constructively and professionally with employees, public safety personnel, and medical staff.
Ability to interact effectively and professionally with patients, customers, clients, family members, bystanders, and the public.
Demonstrated skill and ability consistent with providing quality customer care.
CPR certification; may be obtained through LifeCare.
FEMA ICS 100, 200, 700, and 800b certifications; may be obtained through LifeCare.
Hazmat certification; may be obtained through LifeCare.
TIMS certification.
Valid driver's license with no negative points.
U.S. citizenship or legal alien status.
Ability to pass a criminal background check.

Nice To Haves

Call center experience preferred.

Responsibilities

Ensure the Computer Aided Dispatch console, phone system, radio system, and other equipment are ready at the beginning of each shift.
Inspect and clean the work area and Dispatch Center, performing housekeeping duties to keep them sanitary and free of clutter.
Communicate with company units, managers, support staff, healthcare facilities, and other agencies using radio, data link, pager, or cell phone as required.
Maintain knowledge of local geography, including hospitals, public venues, streets, and highways.
Promptly and accurately answer incoming calls for service in accordance with Emergency Medical Dispatch and company procedures.
Determine the nature of each call and provide appropriate pre-arrival instructions according to Emergency Medical Dispatch and company procedures.
Collect complete intake information from callers and enter it into the Computer Aided Dispatch system.
Prioritize high-quality patient care and consider the safety of patients, field crews, EMS personnel, bystanders, and other public safety personnel.
Comply with company policies and procedures and maintain required EMD recertification, licenses, and certifications.
Protect company computer systems, facilities, vehicles, equipment, supplies, and other property by following security procedures.
Protect patient, company, confidential, and proprietary information in accordance with HIPAA, applicable regulations, and company policy.
Report to assigned shifts on time and properly groomed and attired, and remain on duty until properly relieved.
Model professionalism and leadership, follow company goals and procedures, and perform other duties as directed by management.