Dispatcher, Customer Service​/HelpDesk

Summary

The Dispatcher is responsible for taking calls and managing units so that we are on time for emergency and non-emergency transports. They are to follow Central EMS policies, protocols, and culture. Employees hired into this position are subject to a six-month introductory probationary period.

Operator is responsible for proper operation of telephone system including handling requests for emergency and non- emergency ambulance service in a fast, courteous, and professional manner; obtaining all pertinent information needed for service and patient account with accuracy being paramount. The operator should handle non-emergent requests with accuracy, taking messages, and forwarding callers to other departments when necessary. The operator must be able to prioritize service based on nature of need and information obtained.

The operator is responsible for proper operation of two-way radio and paging system, including dispatch of E.M.S. units in both emergency and non-emergency nature; receive, process, and relay all pertinent information from patient to crew; ensure safety of patient and crew. The operator is responsible for determination of what equipment and personnel should be utilized based on information received; consultation with immediate manager, shift commander and/or other management to ensure efficiency;

providing assistance as quickly as possible.

The operator should utilize preschedule call information to coordinate scheduled resources for the following day in an effective manner. The operator may be required to report information including, but not limited to, daily call statistics, facility use, unit utilization, and transport information to operations and management.

The operator should be knowledgeable of expectations and Standard Operating Procedures. The operator should commit oneself to quality of service offered and overall goals of service; commit to highest level of service for both external and internal users; maintain knowledge of market and facility specifics; be familiar with market area; report areas of concern to appropriate member(s) of management, dependent on nature.

The operator should maintain status of all available resources and utilize them in an efficient manner and obtain information for preventative maintenance. The operator should complete daily reports to provide all pertinent information to those individuals replacing them.

• High School Diploma or GED
• Excellent Customer Service Skills
• Computer
  
  Skills:
  
  Microsoft Office, Excel, Word
• Good organizational skills