EMS Dispatcher - Per Diem

The EMS Dispatcher is the initial point of contact for those requesting transport services from the Lahey Hospital & Medical Center team. Customer services skills will lay the foundation for the overall experience of those using our team. Organizing and allocating the resources of the ambulance service in order to maximize productivity will encompass a majority of the job. However, attention to detail for accurate data collection and documentation will support the field team from pre-arrival paperwork through post-event billing. This position will be the backbone of the field units and will be critical in their function.

Essential Duties & Responsibilities including but not limited to:

1) Respond promptly to client inquires related to emergent and non-emergency ambulance discharge/transfers.

2) Collect the necessary information to appropriately prioritize interfacility and discharge ambulance transports.

3) Utilizes system status management principles to track, direct and redirect multiple ambulances based on availability, location, and acuity to minimize downtime and maximize productivity.

4) When necessary, update clients regarding scheduled transports.

5) Meet performance goals including, but not limited to, efficiency, call quality, customer satisfaction, procedures and professionalism.

6) Maintains a good working relationship with hospital colleagues, community emergency service providers, hospital staff, physicians and other allied health professionals. Represent Lahey Hospital & Medical Center and the EMS Services in a positive, professional manner. Interacts with hospital colleagues in a spirit of cooperation and in the patient's best interest.

7) Participates in continued learning and possess a willingness and ability to learn and utilize new technology and procedures that continue to develop in their role and throughout the organization. Embraces technological advances that allow us to communicate information effectively and efficiently based on role.

8) Other duties as assigned.

9) Organizational Requirements:

• Maintains strict adherence to the Lahey Clinic Confidentiality Policy.
• Incorporates Lahey Clinic Guiding Principles , Mission Statement and Goals into daily activities.
• Complies with all Lahey Clinic Policies. Complies with behavioral expectations of the department and Lahey Clinic.
• Maintains courteous and effective interactions with colleagues and patients.
• Demonstrates an understanding of the job description, performance expectations, and competency assessment.
• Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
• Participates in departmental and/or interdepartmental quality improvement activities.
• Participates in and successfully completes Mandatory Education.
• Performs all other duties as needed or directed to meet the needs of the department.

Minimum Qualifications:

Education: High School diploma or GED required.

Licensure, Certification, Registration:

• Current MA Basic EMT Certification
• Current AHA BLS Certification
• Holds current MA driver’s License

Skills, Knowledge & Abilities:

• Strong oral and written communication skills (required)
• Strong organizational skills (required)

Experience:

• 0-1 years related work experience required
• Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel.
• One year experience as an Emergency Medical Technician preferred, but not required
• Prior call taking/dispatching experience including EMD certification preferred, but not required