at America Medical Response in Seattle, Washington, United States
Job Description
Dispatch Communications Manager
JOB SUMMARY
Provides day-to-day supervision of Communications Shift Leads and Communication Specialists in the coordination of emergency and non-emergency requests for patient transport.
ESSENTIAL FUNCTIONS/DUTIES
MANAGEMENT RESPONSIBILITIES:
Responsible for hiring, training, and managing Communication Specialists with leadership.
Represent company and the Communications Center at customer meetings and participate as requested on customer committees.
Embrace company and customer management philosophies and represent the Company and its customers accordingly.
Implement and manage quality assurance programs.
Evaluate new communications products and software programs to keep Communications Center on the cutting edge of technology.
Review and update policies and procedures for Communications Center on an on-going basis.
Ability to operate radio equipment, multi-line telephones, recording equipment and computers equipped with Computer Aided Dispatch (CAD) software.
Perform related administrative work as assigned including scheduling, review of timecards, ordering of supplies, audiotape review, and other such tasks.
Fiscal responsibilities including analyzing monthly budget variances and monitoring of annual department budget.
Perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
Oversee coordination of emergency and non-emergency requests for patient referral and transport via ground ambulance.
Oversee coordination of incoming requests, determining priority and preferred transport vehicle in accordance with established policies and procedures.
Oversee transfer of business or routine calls to appropriate individual or division.
Oversee the tracking and monitoring of location and status of crew through Computer Aided Dispatch (CAD) or an established manual method.
Maintain a high degree of familiarity with customer service area resources and geography.
Maintain a high degree of familiarity with all established company and customer policies and procedures as they apply to coordination of patient referral and transport.
Manage the CQI process and develop performance reports for each CS. Demonstrate a thorough understanding that our only product is excellent customer service.
QUALIFICATIONS
Experience:
Three (3) years management experience preferred.
Proven success in a similar management environment.
Familiarity of emergency medical services, health care systems, and common medical terminology.
A strong familiarity with the geography of the Western United States.
Demonstrated experience in a communications environment.
EMT-B or equivalent and/or medical terminology experience preferred.
Education:
AA degree or equivalent knowledge and experience preferred.
Skills:
Must be enthusiastic and forward thinking about the possibilities and potential for the Communications Center.
Must deal courteously and professionally with customers, co-workers, management, and the general public. Customers include anyone and everyone seeking to use the services of company or its Communications Center.
In every situation, provide the highest quality service you are capable of to anyone who calls and seeks your assistance.
Ability to professionally and courteously 'control the call' in difficult interactions and effectively direct the flow of conversation.
Recognize the importance of listening carefully, repeating key information, and accurately recording all interactions of every call.
Ability to communicate clearly both verbally and in writing.
Ability to think clearly, remain calm, and act quickly with sound judgement in emergent or stressful situations.
Ability to perform multiple related tasks simultaneously and effectively.
Excellent proven verbal and written communication skills.
Excellent proven public relations, interpersonal and customer service skills.
Excellent decision making and problem-solving skills.
Strong computer skills to include word processing and database experience.
Why Choose AMR? AMR is one of Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care, and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.
EEO Statement
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability. Notice of Nondiscrimination: https://www.globalmedicalresponse.com/docs/site/non-discrimination
Company Benefits: Check out our careers site benefits page to learn more about our benefit options.
Salary Range: $90,000- $115,000/yr
EOE including Veterans and Disabled
