Emergency Medical Call-Taker

AmeriPro Health LLC•Jacksonville, FL

5d•Onsite

About The Position

The Communications Specialist receives and processes emergency and non-emergency requests for ambulance service, including interfacility transport requests and 911 calls handled by the assigned Communications center. The position gathers complete and accurate information, identifies the requested level of service and priority, enters calls into CAD, and communicates essential details to the Dispatcher and other appropriate personnel. Call taking, including IFT intake, is a foundational responsibility in every Communications center. Dunwoody handles both IFT and EMD call intake. Morrow is the primary EMD center and may also receive IFT rollover calls. At both Georgia centers, the Communications Specialist uses the approved Emergency Medical Dispatch process when assigned to applicable emergency calls.

Requirements

Minimum six (6) months experience in customer service or other direct customer contact work required
Minimum six (6) months call center experience in a fast-paced work environment required
Must have or be able to pass the EMD program within 1 – 3 months of hire and maintain certification during employment.
Proficiency in Computer-Aided Dispatch (CAD) systems or a strong aptitude for learning relevant technology.
Strong typing skills with data entry experience.
Thorough understanding of emergency procedures, protocols, and guidelines.
Proficiency in oral and written English communication with the ability to comprehend and follow verbal and written instructions.
Exceptional organizational skills with the ability to multitask effectively in high-pressure situations.
Strong active listening and interpersonal communication skills.
Sound judgment, critical thinking, and decision-making abilities.
Adaptability and flexibility to meet operational needs.
High school diploma, GED, or equivalent qualification

Responsibilities

Answer emergency, non-emergency, and interfacility transport calls promptly and professionally.
Obtain and verify the call location, patient information, callback information, sending and receiving facilities, chief complaint, requested level of service, priority, and other required details.
Enter complete and accurate call information into CAD and update the record when additional information is received.
Use the approved EMD protocol for applicable 911 calls, including caller interrogation, determinant selection, and pre-arrival instructions.
Follow EMD protocol exactly and promptly seek assistance when a protocol, caller, or clinical situation requires escalation.
Identify IFT priorities and requested service levels using approved procedures and escalate questions when information is incomplete or unclear.
Communicate new calls, changes, cancellations, delays, and safety concerns to the Dispatcher or appropriate team member without delay.
Receive and process calls delivered by telephone, CAD-to-CAD, electronic intake platforms, or other approved systems.
Maintain awareness of calls holding and provide facilities or requesting agencies with updates when assigned.
Use clear, respectful, and professional communication with callers, facilities, 911 centers, field personnel, and coworkers.
Protect confidential patient and operational information and follow all company privacy and security requirements.
Document unusual circumstances, delays, complaints, or escalations in the appropriate system and notify leadership as required.
Participate in required training, continuing education, quality review, and coaching.

Benefits

Industry-leading pay from day one
Comprehensive benefits
Clear career pathways
On-going training
Supportive environment
Innovative, cutting-edge technology
State-of-the-art ambulances
Competitive compensation
Personal Time Off starting at 2 weeks and increasing with tenure
Expansive Benefits package to include Medical, Dental, Vision, Short-term Disability, Life, Accident and Critical Illness and Hospital Indemnity
Employer paid Basic Life and AD&D
Employer $600 contribution to HSA with an HDHP
401(k) Employer Match of 50% up to first 6% of eligible compensation
Employee Assistance Programs (EAP)
$5,000 Tuition Reimbursement for Professional Development
Opportunities for career Advancement
Flexible Scheduling Options