Dispatcher - Cleveland
WE ARE YOUR CAREER DESTINATION!
Dispatch Experience is Required
Ohio Ambulance provides BLS/ALS emergency and non-emergency medical transportation and non-medical transportation services to various medical facilities throughout Ohio.
Ohio Ambulance is seeking qualified applicants for a Dispatcher position at our 24/7 Medical Transportation Call Center in Euclid, Ohio. Our Call Center consists of Dispatchers and Medical Transportation Advisors (MTAs) who are responsible for advising callers on how to schedule necessary transportation services in both emergent and non-emergent settings. Dispatchers and MTAs obtain necessary information at time of call to schedule and deploy the proper resources in a timely manner. These individuals are required to exhibit extensive communication skills with other healthcare professionals, clients, and peers.
Benefits: Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Auto Club, EMT Tuition Reimbursement, Paramedic Scholarship Program, Referral Bonuses and MUCH MORE!!!
Wage: negotiable based on previous experience and availability
• Age 18 or higher.
• HS Diploma or passage of a high school equivalency exam.
• Able to pass Local, State, Federal and Contract required background checks, Drug and other screenings.
• Proficient with Microsoft Windows based applications
• Strong written, verbal, and interpersonal communication skills.
• Possess a high-level of integrity while handling sensitive/confidential data and resources.
• Exceptional attention to detail.• Related experience in a medical office, hospital or other medical facility
• 1 year of experience.
• May sit, stand, stoop, bend, and ambulate intermittently during the day.
• May need to sit or stand for extended periods.
• See in the normal visual range with or without correction.
• Visual acuity for close vision, color vision, and the ability to adjust focus.
• Hear in the normal audio range with or without correction.
• Hear and detect radio traffic, ringing telephones, and alarm tones while speaking on radio communications equipment/the telephone.
• Finger dexterity to operate office equipment required.
• May need to lift up to twenty-five (25) pounds on occasion.
• Ability to communicate in face-to-face, phone, email, and other communications.
• Ability to see computer monitor and departmental documents.
• Ability to operate a radio microphone or console equipment.
• Frequent exposure to continual background noise, static, and additional ancillary noise from communications/telecommunications/office equipment.
Reports to: Director of Communications
Employees Supervised/Directed: None
FLSA Code: Non-exempt
The Dispatcher is responsible for coordinating radio and telephone transmissions with Ohio Ambulance Solutions vehicles, agencies, and individuals to assure the delivery of basic and/or advanced emergency and non-emergency medical care and transportation to the sick and injured in accordance with all applicable laws, regulations, and Ohio Ambulance Solutions policies.
The Dispatcher shall always act in a manner consistent with, and aimed at furthering the vision, mission, and operating principles of Ohio Ambulance Solutions, and is responsible for actively disseminating and interpreting them and their connection with day-to-day operations and decisions. The individual in this position must possess the ability to work well with others without regard to their race, religion, color, sex, gender identity, sexual preference, ancestry, age, national origin, disability, marital or veteran status, and economic or educational background. It is understood that the work of the Dispatcher will be performed in a competent, timely, collaborative, and professional manner, and in strict accordance not only with all applicable laws, but also with the high standard of ethical behavior that is the hallmark of Ohio Ambulance Solutions. This expectation includes maintaining the confidentiality of information and documents and recognizing that all work produced is the property of Ohio Ambulance Solutions.
The Dispatcher displays the following leadership qualities:
• An enthusiastic dedication to innovative, customer-driven service and personal growth.
• The capability of describing and expressing, in public conversation as well as during one-on-one mentoring, the value of personal accountability for the success of colleagues and Ohio Ambulance Solutions.
• The ability to conduct oneself in a courteous, helpful, dignified, and professional manner at all times when dealing with patients, co-workers, supervisors and/or the public.
• A clear grasp of essential performance behaviors and operational goals and an active, day-to-day desire and effort to learn more.
• Self-motivation, with the ability to shift priorities to meet needs when unanticipated problems occur.
• The capacity for vision and for developing a mental image of the ideal behaviors necessary to implement the vision of the Ohio Ambulance Solutions.
• The capacity to create a sense of purpose, even in stressful times, and to generate and maintain a high level of morale.
• The ability and willingness to assist others in reaching their potential.
• The ability to intentionally model leadership and mentoring behaviors for the benefit of colleagues and the departmental team.
• The ability and willingness to work with others as a team player who feels a sense of responsibility not only for his/her own success, but also for the success of his/her colleagues.
• The ability to recommend data-driven decisions.
The individual in this position must be able to perform satisfactorily each of the Essential Functions described below, must consistently demonstrate the ability to handle numerous tasks and responsibilities and the ability to anticipate and meet deadlines, and must have outstanding organizational skills and pay meticulous attention to detail. The individual must anticipate and respond promptly, in a professional manner, to internal and external customer requests. A professional demeanor and appearance are necessary. The ability to maintain confidentiality of information is required.
Administrative Essential Functions
• Works in a highly stressful environment and handles a significant number of stressful situations quickly, calmly, and appropriately, maintaining composure.
• Works independently.
• Function as a team player.
• Gets along well with people of diverse backgrounds and personalities.
• Communicates with superiors, peers, subordinates, and clients with empathy and respect.
• Analyzes and interprets difficult and complex situations.
• Exercises sound independent judgment within general policy and procedural guidelines.
• Anticipates and identifies problems and takes initiative to prevent or correct them.
• Establishes and maintains effective working relationships with all levels of personnel within Ohio Ambulance Solutions, outside agencies, clients, and the community.
• Understands and follows federal, state, and local laws and Ohio Ambulance Solutions policies, procedures and rules.
• Follows orders and respects the chain of command.
• Applies concepts, knowledge, and principles.
• Enters and extracts data from a computer using basic and EMS-specific software.
• Uses a thorough working knowledge of local geography, which includes maps, streets, and grid book and GPS systems.
Operational Essential Functions
• Uses phone, radio, and computer to accept calls, schedule and dispatches emergency transports in an expeditious manner among hospitals, nursing facilities, medical offices, and private residences, per established protocols.
• Dispatches emergency transports in an expeditious manner, assigning the most appropriate qualified crew to respond.
• Schedules and dispatches non-emergency transports in a manner that maximizes efficiency, per established protocols and without compromising patient care or comfort.
• Obtains pertinent information for records and billing as required by Ohio Ambulance Solutions and records the information on the appropriate forms. Gathers insurance, pre-authorizations and other related information from facilities.
• Decides the most appropriate mode of transportation for clients based on medical necessity, unless patients prefer ambulance service and confirm payment in collaboration with the Billing Office.
• Reschedules transports as needed when problems with requesting party arise.
• Monitors crew and wheelchair van locations and utilization to coordinate services and schedules. Ensures area coverage and timely and efficient movement of ambulances when specific needs arise.
• Maintains professional relationships with other Ohio Ambulance Solutions employees, clients, healthcare facilities, 911 centers and municipal personnel, and the general public.
• Maintains communications with all crews at all stations. Distributes information to crews as needed.
• Communicates with crews about issues that arise during transports, with regard to patients and/or facilities.
• Verifies scheduled transports.
• Advises crews of traffic problems such as construction areas, accidents, congestion, and weather conditions.
• Enters data into and extracts data from the dispatch program.
• Maintains daily dispatch logs.
• Prepares and provides daily work and run schedules for all stations.
• Answers incoming phone calls and disburses calls to the appropriate personnel.
• Interacts with Billing to assist with questions from customers.
• Enters 911 calls into the dispatch program.
• Assists with scheduling of personnel for open shifts.
• Calls in personnel when the schedule requires additional resources.
• Schedules stand-bys and community events as appropriate.
• Attends public service functions, expositions, and other public events while on duty and acts as a representative of the organization.
• Performs any other duty related to Ohio Ambulance Solutions as designated by the supervisor or designee.
Physical Essential Functions
The physical demands described below are representative of those that must be met, with or without accommodation, by an employee to successfully perform the essential functions of this position. The physical requirements of the job include, but are not limited to, the following:
• Operates on a 24-hour clock due to the nature of the business.
• Sits for extended periods of time.
• Works in normal indoor exposure to dust/dirt.
• Moves about within the facility.
• Demonstrates adequate near and distance vision.
• Speaks and hears clearly and occasionally withstands higher than average levels of noise.
• Works in high stress situations frequently.
• Communicates frequently with co-workers and others and exchanges accurate information in these situations.
• Performs tasks with manual dexterity (i.e., use of fingers, hands, and arms).
• Handles office implements frequently.
• Lifts, moves, and/or carries in excess of 20 lbs. on a occasional basis.
Education, Experience, and Training
• High school diploma or a GED
• Proficient with Microsoft Windows based applications.
• EMD Certification preferred
• Experience Preferred
Job Location (Places where job is performed)
Ohio Ambulance Solutions Euclid, Ohio Facility.
Equipment (Examples of devices, tools, etc., used in the organization)
Telephone, computer, fax, copier, two-way radio, pager, cell phone.
The information provided in this description is designed to indicate the general nature and level of work performed by the individual in this position. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of employees assigned to this position. Management has the sole discretion to add or modify the duties of the position and to designate other functions at any time. This position description is not an employment agreement or contract.