What are the responsibilities and job description for the Dispatcher position at Century Ambulance?
POSITION: Dispatcher
REPORTS TO: Communications Center Manager
LOCATION: Jacksonville, FL
FLSA STATUS: Non-Exempt
TYPE: Regular, Full-time
SCHEDULE: Variable shifts
Essential Responsibilities:
- Responsible for answering and triaging calls coming into the Dispatch Department and directing them to the most appropriate resource while communicating effectively with all callers
- Operates a PC and demonstrates ease of use with programs such as Microsoft Office and CAD
- Operates multi-line computerized phone system
- Inputs transport requests using CAD and various web based programs
- Conveys a high degree of familiarity with Company service areas and medical facilities
- Maintains compliance with all established Company and customer policies and procedures
- Maintains a calm and professional demeanor at all times specifically during difficult interactions while effectively directing the flow of conversation
- Takes direction and works independently or part of a group
- Effectively train new hires in dispatch
- Perform other duties as assigned
Minimum Qualifications:
- General understanding of medical terminology or experience in a healthcare setting
- Any combination of the following experience, equivalent to two (2) years:
- EMS dispatcher or call center representative experience
- Multi-line telephone experience
- Direct customer service experience
Regular, reliable attendance Excellent communication skills Ability to multi-task High school diploma or equivalent
Preferred Qualifications:
- Dispatch experience in EMS
- EMT (Emergency Medical Technician) and/or EMD certification (Emergency Medical Dispatcher)
- Field experience in EMS
Additional Requirements: Mental & Physical
- Must be able to successfully pass a background investigation and pre-employment drug screening
- Must be able to successfully obtain EMD certification within 12 months of beginning employment
- Must be available to work all shifts, including overtime as needed
- Ability to rotate shift assignments as needed and/or required based on operational need
- Ability to sit and/or stand for an extended period and wear a telephone headset
- Requires frequent repetitive hand movements, standing and/or walking, reaching and grasping
- Must be able to hear and communicate clearly to perform job duties in person and over the phone
- Adequate vision required to be able to read information from printed sources and computer screens
- Coordinate multiple tasks simultaneously
- Collect, interpret, and/or analyze complex data and information
- Understand and respond to a diverse population
- Utilize fine motor coordination, clear speech, and good visual acuity
