EMS Dispatcher (SSCII)

Allegiance Mobile Health•Carrollton, TX

9d•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 also determines the type of transport needed for specific situations and allocates resources through sound decision-making to ensure optimal response times. The dispatcher properly tracks and documents all relevant events. The position involves receiving and processing emergency "911" and non-emergency telephone requests for ambulance/emergency medical assistance. It utilizes a sophisticated Computer Aided Dispatch (CAD) system for monitoring, updating, and controlling unit locations and movements. The role also handles requests for pre-scheduled/non-emergency transportation, provides mapping and routing information, and assists customers with transportation-related issues, including selecting the most appropriate vehicle based on patient needs and condition. The dispatcher collaborates with customers and facilities to ensure destinations can accommodate patients and relays information about delayed responses. A key aspect of the role is providing prompt, courteous customer service, exceptional problem-solving, and ensuring positive customer interactions. Additionally, the dispatcher offers information on insurance coverage, medical necessity, and costs associated with transportation, assists team members with complex situations, and adheres to company policies and procedures.

Requirements

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 by using all resources available.
Works well with a diverse group of customers and coworkers from a variety of backgrounds.
Ability to learn the geography of the areas served to provide accurate response time estimates to customers and agencies.
Exercises sound judgment in an array of situations.
Works cooperatively with team members, public safety agencies and the public.
Comprehend and make inferences from written materials such as operations manuals.
High School Diploma or equivalent.
Emergency Medical Dispatch Certificate and CPR, required or obtained within six months.
Knowledge of Medical Terminology.

Nice To Haves

Bilingual preferred, but not required.

Responsibilities

Correctly receives and processes emergency "911" and non-emergency telephone requests for ambulance/emergency medical assistance.
Utilize sophisticated Computer Aided Dispatch (CAD) system, which assists in monitoring, updating and controlling the locations and movements of units.
Receives requests for pre-scheduled/non-emergency ambulance and wheelchair van transportation.
Obtains and provide mapping and routing information to units.
Assists customers with a variety of transportation related issues such as selecting the most appropriate vehicle by evaluating the needs and condition of the patient.
Works closely with customers to ensure the destination facility can accommodate the patient in the method by which they are transported.
Maintains constant communication with customers and facilities to relay any information regarding a delayed response for a transportation request.
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.
Provides information to customers regarding insurance coverage for medical transportation, medical necessity for ambulance transportation and costs associated with non-covered transportation.
Assists other team members with solving challenging situations that require "thinking outside the box" to ensure a seamless transport that exceeds the expectations of the customer.
Provides excellent customer service to the general public as well as callers from healthcare facilities.
Adheres to company policies and procedures.
Performs other duties as assigned.