Call Taker

Definition:

Under the direction of the Dispatch Supervisor, a Call Taker will be the first point of contact for internal and external customers requesting transportation services or information from the communications center. Gathering essential information and ensuring a smooth flow of communication. This role requires a calm, efficient, and highly organized individual with a strong ability to remain focused under pressure.

Call takers will operate telephone and computer equipment to intake transportation requests.

In addition, the call taker, under Emergency Medical Dispatch protocol, will be required to take caller information, determine the nature of the run request, record pertinent information, and process insurance information for approval and authorization through online computer databases, faxes, and emails.

Reports To:

• Dispatch Supervisor or Communications Director as appropriate for all operational activities.

Specific Duties:

• Demonstrates complete knowledge, understanding, and compliance with company policies and procedures.
• Ensures that Computer Aided Dispatch computer console, phone system, and all equipment are ready for use at the beginning of each shift.
• Ensures security of buildings, Dispatch Center, and all other company property.
• Performs daily inspections of their work area and of the Dispatch Center for cleanliness. Then perform the appropriate housekeeping duties to ensure their work area is clean, free from clutter, and sanitary at all times.
• Maintains appropriate communications with company units, managers, support staff, receiving healthcare facilities, and other agencies via phone, cell phone, and email as required.
• Answer emergent and non-emergent calls from the public, medical professionals, and other agencies.
• Prioritizes calls based on the severity of the situation, ensuring resources are dispatched promptly.
• Maintain clear and accurate records of all calls and actions taken during the call intake process.
• Collaborate with dispatchers for accurate ETAs.
• Is knowledgeable of local geography including the location of hospitals, public venues as well as local streets and highway systems.
• Responds to all calls for service promptly and accurately answering incoming phone calls for service per Emergency Medical Dispatch and company procedure as required.
• Utilizes appropriate Emergency Medical Dispatch and company procedure to accurately determine the exact nature of each call giving pre-arrival or post-dispatch instructions to callers per appropriate emergency medical dispatch and company procedure, when appropriate.
• Obtains complete intake information from all callers and inputs information received into the Computer Aided Dispatch system.
• Process insurance information for approval and authorization through online computer databases, faxes, and emails.
• Always acts in the best interests of high-quality patient care, in the best interest of the patient, and in such a manner as to reflect credibly on the company and the professional reputation of the call taker.
• Always acts with the safety of the field crews he/she is dispatching in mind, as well as the safety of the patient, other EMS personnel, bystanders, and any other public safety personnel present at the scene.
• Always maintains security and privacy of all company and patient information under HIPPA and all other local, state, and federal regulations.
• Accepts responsibility for recertification as an EMD and for other required licenses and certifications as required by company, local, regional, and state policies, regulations, or laws.
• Reports to assigned shifts on time, properly groomed in uniform, and on time unless the proper notification has been made. Remains on duty and in uniform until properly relieved.
• At all times set an example of professionalism and leadership for others to follow. Places patient care excellence and safety above all else.
• Performs other duties as directed and assigned by management.

Minimum Requirements:

• Must possess a high degree of personal integrity and responsibility.
• Currently licensed, certified, or registered by the appropriate state agencies.
• Must have the ability to work effectively with minimal supervision, using good judgment.
• Must have the ability to work in a fast-paced, hectic, high-pressure environment.
• Must have the ability to simultaneously manage multiple activities without error.
• Must have superior spatial orientation ability to be able to read and interpret maps.
• Must have good computer skills and be able to type at least 30 words per minute.
• Must have the ability to work efficiently and interact constructively and professionally with other employees, public safety personnel, and medical staff.
• Must have the ability to interact effectively and professionally with patients, customers, clients, family members, bystanders, and the public in such a manner as to reflect positively on the company.
• Must demonstrate a level of skill and ability consistent with the provision of quality customer care.

Physical Requirements:

• The ability to reach, push and pull.
• The ability to sit for long periods.
• The ability to use phones to communicate with callers and other staff.
• The ability to use a mouse or keyboard to input data into the computer over long periods.
• The ability to view graphic and text data on multiple computer screens for long periods of times.
• The ability to complete all job duties during any and all hours of the day and night.