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Job Summary:We provide Basic Life Support, Advanced Life Support and Critical Care Transports throughout Northern California. The Dispatcher is responsible for evaluating and triaging all transport requests and deploying the most appropriate resource(s). The Dispatcher must demonstrate the highest level of customer service while coordinating each request. The Dispatcher is responsible for answering and triaging all undirected calls coming into the Communications Center and directing them to the most appropriate resource. This person is the “face of the company” and must provide each caller with the highest level of customer service possible.Essential Duties & Responsibilities:Demonstrate exceptional customer service skills with both internal and external customers.
Maintain a calm and professional demeanor.
Demonstrate the ability to take direction, work independently and as part of a group
Promptly answer, evaluate and prioritize incoming requests for service while communicating effectively with all callers.
Demonstrate familiarity with Company service areas and medical facilities.
Possess exceptional knowledge of service area geography, roadways and traffic patterns.
Demonstrate compliance with all Company and customer policies and procedures as they pertain to the coordination of patient transport.
Demonstrate the ability to professionally “control” difficult interactions and effectively direct the flow of the conversation.
Operate a computer terminal and demonstrate proficiency with word processing, email, and spread sheet software programs.
Operate multi-line computerized phone system as well as radio communication equipment.
Simultaneously document all phone and radio transactions using a computer aided dispatch (CAD) program.
Attend all mandatory meetings and trainings.
Perform other duties as assigned by manager or leadership team.
Minimum Qualifications:High school diploma or equivalent.
One (1) year of direct customer service experience.
One (1) year of multi-line telephone experience.
Demonstrated ability to communicate clearly and professionally both verbally and in writing.
Proficient in the Microsoft Office Suite.
Ability to accurately take incoming requests while simultaneously documenting the information electronically.
Ability to sit for an extended period of time and wear a telephone headset.
Ability to type a minimum of forty (40) words per minute.
Preferred Qualifications:Previous work experience as a Communications Technician or EMS dispatcher.
POST Certificate
Additional Requirements:Must be able to successfully pass a background investigation and pre-employment medical examination, which includes drug and alcohol screening.
Must be able to obtain EMD certification at any time during employment.
Must be available to work all shifts, including but not limited to day/swing/night, weekends, holidays and mandatory overtime as needed and able to perform role efficiently and consistently during the shift
Able to rotate shift assignments as needed and/or required based on operational need
Physical Requirements:Must be able to sit for an extended period of time
Requires frequent repetitive hand movements, standing, walking, reaching and grasping
Must be able to hear and communicate clearly to perform job duties in person and over the telephone
Adequate vision required to be able to read information from printed sources and computer screens
