What are the responsibilities and job description for the Communication Center Supervisor Job at Community Care Ambulance in Ashtabula position at Community Care Ambulance?
Directly supervise the assigned shift’s day-to-day operations of the Community Care Ambulance (CCA) Communication Center, ensuring Telecommunicator performance and staffing is consistent with internal and external guidelines and protocols. Support interdepartmental collaboration and teamwork with departments and staff to achieve superior customer satisfaction. This position is part of the supervisory team that develops and implements the vision, mission, direction, and strategies to achieve the goals of CCA.
Perform the duties of the Communications Center Shift Supervisor in a safe, dignified, and compassionate manner including, but not limited to :
- Carry out the duties and responsibilities of the Telecommunicator Job Description.
- Assist in the hiring, training, discipline, and release of Communications staff.
- Model knowledge of Community Care Ambulance’s policies, procedures, and protocols while managing compliance.
- Assist in developing guidelines and procedures to achieve established performance standards.
- Coordinate and modify processing of calls coming into the center to assure optimum efficiency.
- Extract, compile, analyze, and report on various data sources for the development of clinical and operational metrics and trends.
- Develop, produce, and maintain all requested reports.
- Develop and maintain strong collaboration with other department leadership to create a cohesive, innovative team.
- Perform aspects of scheduling duties.
- Co-develop and supervise all QA / QI systems for clinical and operational tasks within the Communications Center.
- Perform audits and measure call-intake ratios and volumes to ensure internal guidelines meet expectations.
- Measure call processing times for Telecommunicators to assure internal guidelines are met.
- Monitor and audit CAD data to ensure appropriate medical necessity information is obtained.
- Review statistical reporting structures produced by the Communication Center for consistent accuracy.
- Interpret operational metrics and trends for all Community Care Ambulance operations; report and make recommendations based on findings.
- Assist in the development and implementation of educational programs for the Communication Center to ensure high-quality education and continuous staff development.
- Assist in the development of short and long-range goals and make recommendations to department leadership.
- Participate in the development and delivery of education initiatives with the implementation of new policies or workflow processes.
- Perform aspects of Quality Assurance / audit duties as assigned by the manager.
- Ensure efficient information systems tools are in place to measure total operational performance.
- Collaborate with Information Technology to ensure maintenance of all Communication Center equipment.
- Assure customer satisfaction through effective communication and service meeting customer expectations.
- Identify business opportunities and collaborate with management to capitalize on them.
- Ensure liaison and good relations with government, industry, public safety agencies, healthcare facilities, and the public as assigned.
- Provide public education as requested and needed.
- Maintain staffing levels and fill daily schedule vacancies.
- Oversee completion of day-to-day housekeeping duties.
- Train new employees and coordinate their training needs with the Manager; complete Daily Observation Reports to record training progress.
Minimum Requirements :
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