Non-Emergency Dispatcher

Hackensack Meridian Health•Lakewood Township, NJ

2d•Onsite

About The Position

Performs dispatch functions on behalf of the EMS department(s). Coordinates non-emergency transportation requests including wheelchair and BLS non-emergency transportation. Responsible for efficiently and accurately managing incoming and outgoing telephone and radio communications. Acts as a liaison between EMS and those requesting EMS services, such as case managers, social workers, and other facility representatives. Validates requestor information and associated documentation (e.g., PCS forms) and follows up timely on discrepancies. Provides dispatch to EMS department units, and interacts with EMS crews. Communicates effectively with requestors, including updates regarding scheduling, delays, and other relevant information. Escalates concerns and conflicts to the chain of command promptly. Performs all other duties assigned by leadership.

Requirements

High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
Minimum of 1-year customer service experience in a health care setting.
Excellent written and verbal communication skills.
Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.
AHA Basic Health Care Life Support HCP Certification within 6 months of entering position.
Basic Tele-communicator Certification within 1 years of entering position.

Nice To Haves

Experience working with case managers and insurance providers.
Customer service experience or 1 year of dispatch experience.

Responsibilities

Receives and processes incoming and outgoing telephone and radio communication.
Differentiates between routine and priority messages, and initiates and follows through on responses as required in a prompt, professional, and caring manner.
Maintains confidentiality and abides by all HIPAA and patient privacy policies and regulations.
Complies with all local, state, and federal laws, regulations, and guidelines.
Records all requests for service through handwritten and computer entries.
Dispatches units through radio, telephone, or other equipment provided, by established protocols.
Coordinates requests outsourced to partner agencies including maintaining records of outsourced service requests. Escalates concerns and complaints related to outsourced service requests to the chain of command promptly.
Maintains all units' and personnel's status and location at all times.
Communicate and document all relevant information between the prehospital providers and receiving facilities.
Maintains hospital diversion logs and provides notifications to stakeholders when appropriate.
Troubleshoot all communications equipment problems and notify the appropriate service agency for repair.
Submits event reports as needed.
Validate documentation (e.g., PCS forms) following established protocols.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.