EMS Dispatcher (SSCII)

Allegiance Mobile Health•Livingston, TX

1d•Onsite

About The Position

This position is responsible for taking information from customers regarding transports to ensure transportation is safe, efficient, and timely. The role involves determining the type of transport needed for specific situations, allocating resources through sound decision-making to ensure optimal response times, and meticulously tracking and documenting all relevant events. The EMS Dispatcher will also be responsible for prompt and courteous answering of inbound calls, providing superior customer service, exceptional problem-solving skills, and ensuring each customer interaction is a positive experience. Additionally, the position involves providing information to customers regarding insurance coverage for medical transportation, medical necessity for ambulance transportation, and costs associated with non-covered transportation. The dispatcher will assist other team members with challenging situations, requiring creative solutions to ensure seamless transport that exceeds customer expectations, and provide excellent customer service to the general public and callers from healthcare facilities. Adherence to company policies and procedures is required, along with performing other assigned duties.

Requirements

High School Diploma or equivalent.
Emergency Medical Dispatch Certificate and CPR (required or obtained within six months).
Knowledge of Medical Terminology.
Excellent customer service and effective communications skills.
Ability to multi-task in high stress situations.
Proficient in basic computer operation.
Ability to problem solve in a variety of situations using all available resources.
Ability to work well with a diverse group of customers and coworkers.
Ability to learn the geography of the areas served.
Ability to exercise sound judgment in various situations.
Ability to work cooperatively with team members, public safety agencies, and the public.
Ability to comprehend and make inferences from written materials such as operations manuals.
Repetitive use of a keyboard at a workstation.
Continuous viewing of dual computer screens.
Use of manual dexterity.
Frequent use of manuals and other resources.
Sits for long periods of time.

Nice To Haves

Bilingual preferred.

Responsibilities

Receives and processes emergency "911" and non-emergency telephone requests for ambulance/emergency medical assistance.
Utilizes a Computer Aided Dispatch (CAD) system to monitor, update, and control the locations and movements of units.
Receives requests for pre-scheduled/non-emergency ambulance and wheelchair van transportation.
Obtains and provides mapping and routing information to units.
Assists customers by evaluating patient needs and condition to select the most appropriate vehicle.
Works closely with customers to ensure the destination facility can accommodate the patient based on the method of transport.
Maintains constant communication with customers and facilities regarding any delays in transportation requests.
Answers inbound calls promptly and courteously, providing superior customer service and problem-solving.
Provides information on insurance coverage, medical necessity, and costs for transportation.
Assists team members with challenging situations, requiring innovative solutions for seamless transport.
Provides excellent customer service to the public and healthcare facility callers.
Adheres to company policies and procedures.
Performs other duties as assigned.