Dayside Medical Communications Supervisor (Must have NREMT)

WLRC Inc•Milford Mill, MD

15d•Onsite

About The Position

Under the leadership of the Customer Solutions Center Manager, the Customer Solutions Center Overnight Supervisor (CSC – OS) contributes to the success of Butler Medical Transport through providing supervisory support and monitoring of call center operations and activities to ensure inbound calls are answered promptly and accurately, call center volume is managed appropriately, and requests for transport are dispatched accurately and effectively to ensure customer success. Butler Medical Transport provides emergent and non-emergent Mobility, Basic Life Support (BLS), Advanced Life Support (ALS), and Specialty Care (SCT) ambulance transportation. Butler Medical Transport's call volume consists of an average of 300 inbound phone calls daily and 150 transports per day. The CSC – OS schedule rotation is four on four off shift from 1830-0630. The CSC – OS is responsible for customer service levels and serves as a liaison between our contracted facilities, customers, and our field operations team, as well as ensuring compliance with all policies, procedures, and efficiencies during the overnight hours. Actions during the overnight hours set up the day shift team for success. They are responsible for ensuring we meet our on-time performance goals and contractual requirements with our customers and facilities. They are further responsible for planning and prioritizing the daily workload, deploying the best resource available while also ensuring the safety of our field crews and maintaining compliance with federal, state, and local regulations. They are responsible for quality assurance and must maintain accuracy standards to ensure not only operations are executed smoothly and efficiently but also the billing process. The position requires strong leadership, conflict-resolution skills, excellent communications skills, and considerable independent judgment, analysis, and evaluation. Must be capable of making important decisions in critical situations quickly and balance priorities effectively. The CSC – OS is expected to use initiative in coping with unusual situations and circumstances to resolve them. CSC – OS may be called upon to fill a staff position during their regularly scheduled shift in case of excessive call outs.

Requirements

High School Diploma or GED equivalent
Excellent written and verbal communication skills
Must be available for recall in times of crisis or when needed due to staffing issues
Two years of experience working in a call center
Previous EMS experience, EMT or higher required
NREMT or MD EMT Required
One year of supervisory experience
Must be available for recall in times of crisis or when needed
Ability to pass a pre-employment drug test
Ability to pass a pre-employment background check
Ability to speak and write English

Nice To Haves

Associate degree in business administration, statistics, or training and development preferred
Knowledge of medical terminology
Knowledge of writing patient care reports
Problem solving skills
Excellent critical thinking skills
Ability to remain calm under pressure

Responsibilities

Provide supervisory support and monitoring of call center operations and activities to ensure inbound calls are answered promptly and accurately, call center volume is managed appropriately, and requests for transport are dispatched accurately and effectively.
Ensure customer service levels are met and serve as a liaison between contracted facilities, customers, and the field operations team.
Ensure compliance with all policies, procedures, and efficiencies during overnight hours.
Ensure on-time performance goals and contractual requirements are met.
Plan and prioritize the daily workload, deploying the best available resource.
Ensure the safety of field crews and maintain compliance with federal, state, and local regulations.
Perform quality assurance and maintain accuracy standards for smooth and efficient operations and billing.
Utilize strong leadership, conflict-resolution, and communication skills.
Exercise independent judgment, analysis, and evaluation.
Make important decisions in critical situations quickly and balance priorities effectively.
Use initiative to cope with and resolve unusual situations and circumstances.
Fill a staff position during regularly scheduled shifts in case of excessive call outs.
Ensure all agents understand and comply with all call center objectives, performance standards, and policies.
Answer agent questions regarding best practices or difficult calls.
Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action if necessary.
Prepare reports in Excel and analyze data to assist management in determining call center goals.
Work with other supervisors and management team members to support agents and maximize customer satisfaction.
Other duties as assigned.