EMS Dispatcher / Call-Taker

Lynch EMS•Anaheim, CA

2d•$18 - $24•Onsite

About The Position

The EMS Dispatcher / Call-Taker reports directly to the Communications Supervisor and performs as a dispatcher, coordinating timely responses to requests for medical assessment and transportation. This role involves dispatching appropriate resources, determining the correct level of service and equipment, responding to field crew members, and maintaining accurate records in the CAD system. The dispatcher also assists field crews with addresses and hospital information, communicates changes to callers, and serves as a backup Call Taking Representative. Additionally, they report customer complaints and unusual occurrences, adhere to company policies, and act in a professional manner, representing the organization with high-quality skills and attitude. They may also assist with job orientation for new personnel and work to improve organizational harmony and morale.

Requirements

High School Graduate or equivalent
Current California Driver’s License
CPR for the Healthcare Provider certification (Training provided as needed)
Emergency Telecommunicator certification or EMD or EMT or Paramedic (ETC training provided as needed)
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

Nice To Haves

Experience as an EMT is highly preferred.

Responsibilities

Dispatching appropriate resources to requests for medical transportation in a timely manner.
Determining the correct level of service and equipment needed for patients depending on condition at 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 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 originally scheduled transportation to the caller. This includes running late to scheduled calls, reroutes/ destination changes due to saturated Emergency Rooms or patient condition, 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, as well as follow the appropriate process for Management Team notification.
Abides by all company and department policies, procedures and processes and reports any instances of deviation from policies, procedures, and processes to the Communications Supervisor as appropriate.
Shall at all times act in a highly professional manner. The Dispatcher is an important representative of the organization and should at all times display the highest of quality skills, abilities, and attitude.
Assist and/or 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.