Dispatcher, Mobile Healthcare Communications Specialist - ( 3296552 )

Description

Position Summary:

Under the supervision of the Executive Director, Ambulance Services or designee, the Mobile Integrated Healthcare Communications Specialist works as a member of the Communications/Dispatch team to facilitate requests for mobile healthcare services and traditional ambulance services from customers and facilities. The Mobile Integrated Health Communications Specialist is responsible for obtaining necessary information from agencies and customers requesting service, coordinating various types of services, schedules requests to meet resource availability, dispatching the appropriate personnel in response to service requests, processing requests by field providers, facilitating information flow between the healthcare team and field personnel, and performing assigned clerical and billing functions as needed.

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• Must be willing to work weekends, nights, and holidays._

Key Responsibilities

• Facilitates day-to-day scheduling of Mobile Integrated Healthcare visits.

• Answer customer service calls for service, acts as a liaison between the department and facilities to obtain needed information and documentation.

• Input and update mobile healthcare call data.

• Ascertain proper levels of response and allocate resources to match dynamic system demands.

• Monitor and document response times of units, investigating and reporting all response time exceptions.

• Maintain excellent knowledge of company policies, procedures, and medical protocols.

• Demonstrate extensive knowledge of all Communication Center equipment, including telephones, radios, and computers and tracking mechanisms.

• Interact with various, healthcare facilities, dispatch centers, physicians, and care team members.

• Act as a customer liaison with agencies and other departments, participating in customer education and marketing.

• Research and answer customer inquiries.

• Communicate and document service delays.

• Actively work with customers and or ancillary providers to meet the customer service demands.

• Follow the deployment plan appropriately and consistently.

• Maintain a calm atmosphere, non-emotional, professional tone throughout the Communication Center.

• Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events.

• Maintain knowledge of customer contracts and agreements.

• Attend scheduled meetings and training sessions.

• Perform assigned clerical and billing functions.

• Perform other duties as assigned.

• Performs all duties with the utmost professionalism, reliability, and integrity.

• Department required education is completed as required.

• Required certifications are maintained.

Qualifications

Education/Degree

Required:

• High School Diploma or GED equivalent required.

• Must be at least 18 years old

Experience

Required:

• Minimum of 1 year of customer service experience or experience in a high-volume call environment.

• Experience in emergency or non-emergency medical services

Licensure/Certification

Preferred:

• Emergency Medical Dispatcher (EMD) Certification

• CPR Certification

• Valid driver’s license with no current moving violations.

Preferred Skills (Specific learned activity gained through training (e.g. computer skills, keyboarding, presentation, CPR, ACLS, etc.)

• Must be at least 18 years of age

• Current Massachusetts Emergency Medical Technician certification.

• Maintain variable work schedule to meet department needs. (evenings, holidays, weekends and travel).

• Working knowledge of medical terminology

• Proficient computer skills (i.e., Microsoft Word and Excel)

• Demonstrate knowledge of local geography

• Demonstrate knowledge of local EMS policies and protocols

• Must exemplify the highest performance standards, initiative, excellent communication skills, and positive, professional attitude and appearance

• Must be willing to work weekends, nights, and holidays

• Ability to type a minimum of 40 WPM (words per minute)

• Communicate in English both verbally and in writing

• Highly developed communications and interpersonal skills, working with diverse population.

• Work independently, be self-directed and contribute as a member of a team.

• Anticipates challenges and develops and implements strategies for addressing them.

• High level of service delivery. Demonstrate initiative with ability to prioritize work, meet deadlines and adapt to changing situations.

• Attention to detail.

EEO Statement:

SRN is committed to diversity in the workplace which begins with respect and opportunity for all. PHH takes affirmative action to ensure that equal employment opportunity is provided to all persons regardless of race, religious creed, color, national origin, sex, sexual orientation, gender identity, genetic information, age, ancestry, veteran status, disability or any other basis that would be inconsistent with any applicable ordinance or law.

Primary Location : MA-Cambridge-SHC Spaulding Hospital Cambridge

Other Locations : MA-Charlestown-SRH Spaulding Rehabilitation Hospital Boston

Work Locations :

SHC Spaulding Hospital Cambridge

1575 Cambridge Street

Cambridge 02138

Job : Other

Organization : Spaulding Hospital–Boston & Cambridge(SRN,SRH,SHC)

Schedule : Per Diem

Standard Hours: : 1

Shift : Day Job

Employee Status : Regular

Recruiting Department: : SRH Ambulance Service

Job Posting : Jul 5, 2024

Req ID: 3296552