Dispatcher — Ambulance Services — Roper Hospital

Roper St. Francis Healthcare • Charleston, SC

5d • Onsite

About The Position

Working under the direction of the Director of Flight Operations, or delegate, the Dispatcher is responsible for receiving requests for ground and/or air critical services via telephone and radio, determining appropriate response, entering information in the Computer-Aided Dispatch System, selecting and dispatching the appropriate unit(s) to the nature of the emergency. This role involves providing accurate information and assistance to callers, evaluating calls to determine the appropriate level of response, coordinating patient placement at Hospitals, and performing vehicle-tracking functions during transport. The Dispatcher maintains professional communication, triages transport requests, and ensures accurate record-keeping and billing paperwork. They must maintain updated knowledge of communications equipment, activate transport teams, and relay critical information. The position requires knowledge of the Emergency Response Plan, participation in quality management and drills, and a functional understanding of state and local EMS regulations. Critical thinking and decision-making abilities in high-stress environments are essential.

Requirements

• High School Diploma or GED (required)
• FEMA (Federal Emergency Management Agency) Incident Command Service (ICS) Certifications: 100 and 200 (required within 6 months of hire based on specific department responsibilities)
• Basic Life Support (BLS) (required within 6 months of hire)
• Emergency Medical Dispatcher (EMD) (required within 12 months of employment based on specific department responsibilities)
• International Association of Medical Transport Communication Specialist (IAMTCS) Certified Flight Communicator (preferred, but required within 12 months of employment based on specific department responsibilities)
• 1 year of experience in Emergency Medical Systems or healthcare/public safety related field (preferred)
• 1 year of previous experience with Federal Aviation Regulations (FAR) 121 or 135, or helicopter air ambulance dispatching, or previous EMS/Public Safety dispatching experience (preferred)
• Type accurately 25-30 words per minute
• Analyzing data or information
• Understand medical terminology
• Transport scheduling
• Business writing skills
• Ability to understand and interpret laws and regulations.
• Public relations skills
• Phone / email etiquette
• Attention to detail
• Critical thinking
• Teamwork
• Active listening
• Safety focused
• Emotional intelligence
• Conflict management
• Adaptability
• Collaboration
• Time management
• Learner Attitude

Nice To Haves

• Associate’s degree (preferred)
• EMT or Paramedic (preferred)
• Operations Control Specialist Training (preferred)
• Aircraft Dispatcher Certification Course (14CFR Part 65) (preferred)
• International Association of Medical Transport Communication Specialist (IAMTCS) Certified Flight Communicator (preferred, but required within 12 months of employment based on specific department responsibilities)

Responsibilities

• Receiving requests for ground and/or air critical services via telephone and radio.
• Determining appropriate response and entering information in the Computer-Aided Dispatch System.
• Selecting and dispatching the appropriate unit(s) to the nature of the emergency.
• Providing accurate information and assistance to callers to facilitate transport requests.
• Evaluating each call to determine the appropriate level of response needed and prioritizing based on the severity of the situation.
• Coordinating placement of patients at Hospitals.
• Performing vehicle-tracking functions during the transport process.
• Receiving all incoming telephone inquiries for critical care assistance regarding patient transport in a timely, professional and courteous manner.
• Maintaining professional radio and phone communication utilizing excellent customer service skills.
• Triaging all requests for transport and accurately entering all required information into the Computer-Aided Dispatch System.
• Maintaining all required records and other documentation associated with patient transport and/or the operation of the Communication Center.
• Ensuring all billing paperwork is completed accurately.
• Maintaining updated knowledge of all communications equipment to operate and request service calls when appropriate and ensure intelligent reporting of equipment failures.
• Activating transport teams and accurately relaying information concerning the location and condition of the patient, when possible.
• Initiating appropriate protocols regarding notification and determination of patient destination.
• Maintaining knowledge of the Emergency Response Plan.
• Participating in quality management, emergency-procedure testing, and annual Emergency Response Plan drills.
• Demonstrating a working knowledge of all policies, procedures and protocols for operation of the program and regulated transport activities.
• Having a functional understanding of state and local EMS regulations, local EMS structure, and protocol and procedures in service area.
• Demonstrating critical thinking abilities when triaging patient transports and making decisions.
• Making decisions in an independent and high stress environment.

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, and short- and long-term disability
• Tuition assistance, professional development and continuing education support

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED