Manage and coordinate call taking and dispatching activities to obtain optimum efficiency.
Essential duties and responsibilities include the following. Other duties may be assigned:
Ensure that the Dispatchers and Call Takers are entering incoming calls into the AS400 computer accurately, and in a timely manner.
Institute a Quality Assurance Program to ensure that the Call takers and Dispatchers are portraying a high standard of customer service and obtaining the accurate information necessary to dispatch appropriate ambulances, stretcher vans, and ambulettes.
In coordination with QA, monitor ambulette and ambulance unit hour utilization through demand analysis reports and coordinate the scheduling needs with the Director of Operations and Staffing Coordinator to optimize unit hour utilization and on-time performance.
Communicate with the Directors of Sales and Marketing to prioritize contracts with insurance companies, hospitals, and skilled nursing homes.
Develop and implement training programs for Call Takers and Dispatchers.
Document issues that require correction or recognition, and ensure that the Call Takers and Dispatchers are following Company Policies and Procedures, including administering the proper level of corrective action if required, consistently and non-discriminatory.
Provide Dispatchers and Call Takers with the essential information and resources necessary to perform their duties.
Ensure that the Call Takers are providing the caller with appropriate information regarding the ambulances and ambulette’s estimated time of arrival and verifying patient insurance information.
Confer with off-going and oncoming Call Takers and Dispatchers regarding outstanding operational issues.
Attend meetings as deemed necessary.
Request Physician Certification Statements (PCS) and additional documentation from the field crews to support medical necessity.
Assist with answering patient, facility or subcontractor questions, compliments, and complaints, and following through for satisfactory resolution.
Responsible for the direct supervision of approximately 12-20 Call Takers and Dispatchers in the Communication’s Center. Carries out management responsibilities in accordance to the organization’s policies and procedures and applicable laws. Responsible to assist in interviewing, training, planning, assigning, appraising performance, rewarding, addressing complaints, resolving problems, disciplining, and supervising work
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are a representation of the knowledge, skill, and/or ability required to perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These qualifications are not all inclusive.
EDUCATION and/or EXPERIENCE
A Bachelor’s Degree or experience is preferred.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write memos and letters and effectively present information to top management and customers.
Ability to work with mathematical concepts such as probability and statistical inference, including fractions, percentages, ratios, and proportions to practical situations.
Intermediate proficiency in the Microsoft Office suite of applications including (but not limited to) Word, Excel, and Outlook. Advanced proficiency in database applications; preferably Microsoft Excel.
Ability to define problems, collect data, establish facts, draw valid conclusions, and interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
Obtain an EMT and Emergency Medical Dispatching Certification if required by the Director of Operations.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
This position requires and is authorized to access client protected healthcare information.
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