Emergency Dispatcher jobs in Jackson, TN

Description

Position Title: Patient Care Coordinator

Reports to: Chief Executive Officer

Job Family: Patient Care Operations Center

FLSA Status Non-Exempt

This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee. The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

Summary:

The Patient Care Coordinator is directly responsible for properly deploying and monitoring the status and locations of all on-duty ambulance and non-medical transport units. Patient Care Coordinators serve as the first contact with clients, patients, and contracted facilities and, therefore, will be responsible to collect and enter pertinent data into the Computer Aided Dispatch System. Patient Care Coordinators must have intricate knowledge of the appropriate levels of personnel response and the service area in order to ensure deployment of appropriate units and to provide direction to ambulance personnel. Due to the job being time driven applicants must possess the innate ability to perform several tasks at one time while maintaining a high level of accuracy.

Key Job Responsibilities:

• Performs all duties and functions of the Patient Operations Control Center
• Answers incoming administrative, non-emergency and emergency telephone lines in a courteous and professional manner.
• Receives incoming calls, promptly ascertains proper levels of response, and allocates resources to match dynamic system demands.
• Triages calls and enters accurate data into dispatch computer.
• Enter all information in the appropriate fields of the CAD while paying special attention to business names, apartment names, apartment/suite number, gate codes, patient location, instructions to access the patient, and most importantly crew safety information
• Interact with field units professionally over the phone and radio using proper etiquette and utilizing excellent customer service skills.
• Monitor all radio traffic while simultaneously listening to maintain and record accurate response/scene time compliance.
• Give appropriate routing to units when needed. Have knowledge of how to get this information.
• Identify and report field performance concerns to the Chief Operating Officer.
• Maintain knowledge of current or updated policies and procedures.
• Controls radio traffic, and dispatches waiting calls timely.
• Maintains accurate status of field units.
• Demonstrates working knowledge of CAD codes and functions.
• Demonstrates knowledge of policies and procedures of the IOC.
• Provides pertinent and necessary information to responding crew, such as necessary supports, cross streets, nature of call, etc.
• Investigates and reports all time exceptions.
• Updates system as trip progresses, adding mileage, diversions, problems encountered, etc.
• Completes and submits daily status reports, including response time exceptions, declined calls, response compliance, and unusual incidents, i.e. complaints, accidents, injuries, call-offs, etc.
• Demonstrates ability to interact cooperatively with peers, supervisor, executive leadership, and other company personnel.
• Demonstrates thorough geographic knowledge of all company service areas.
• Demonstrates accurate recording of unit status.
• Demonstrates accurate and complete patient information in computer dispatch system.
• Demonstrates ability to properly cancel a previously scheduled trip.
• Communicates activities of the shift to ensure smooth transition between shifts and to increase awareness of problems and concerns as they arise.
• Night Patient Care Coordinators shall accurately complete daily reports as assigned, and empty trash from the IOC/dispatch.
• Track all turned down trips on appropriate form.
• Maintains an orderly work area.
• Adapt procedures accordingly following equipment or system failure.
• Cancel calls for patients known to be in the hospital, having passed away (remove from on-going scheduled trips), and any other pertinent information.
• Read daily report prior to the start of shift for any new items since last shift worked.
• Performs other related tasks and duties as assigned.
• Patient Care Coordinator/Dispatcher are to be clocked in, in their seat at the workstation, ready to take over at the appointed start time.
• Completely and accurately fill out insurance information from caller as per IOC policy.

Supervision Provided by this Position: NONE

Physical Demands/Conditions:

STRESS FACTORS:

• Occasionally: Fatigue, boredom
• Frequently: Intense tasks
• Constantly: Repetitive tasks, high-pressure, high call volume, life and death.

WORK ENVIRONMENT:

• Periods of high stress
• Constantly: Works with and around others, face-to-face and verbal contact with others, shift work, extended day, inside, temperature changes, noise, and electrical equipment.

MENTAL REQUIREMENTS:

• Occasionally: Complex writing
• Frequently: Complex reading, clerical
• Constantly: Simple reading and writing, memorization, analyzing, perception/computation, problem solving, simple math skills, judgment, erasing, and decision-making.

PHYSICAL REQUIREMENTS - Typically involve, but are not limited to:

Hearing and Speaking:

• Hear, understand and respond to verbal information in person, by phone and by radio, including difficult to understand callers, and over background noise
• Speak clearly and concisely in English
• Hear, understand and respond using radio transmitters and receivers, radio consoles, telephone / radio headsets, multi-line telephone systems, and complex communications equipment

Seeing and Reading:

• See, read and understand written information and instructions in all forms, including handwritten, hard copy or electronic communications formats
• See and use all related communications equipment including radio transmitters and receivers, radio consoles, telephones/radio headsets, multi-line telephone systems, computer consoles, and data communications terminals
• See color differentiation as necessary to distinguish color variations on maps, computer screens and radio consoles

Mental Acuity and alertness:

• Understand, respond to, and apply complex concepts, information, and instructions including policies, procedures, laws, and regulations
• Engage in frequent interpersonal interactions that are stressful or sensitive in nature
• Handle difficult interpersonal interactions and complaints with tact and diplomacy
• Manage and accomplish multiple priorities and diverse r4esponsibilities with a high level of accuracy
• Think quickly, calmly, and clearly in emergency situations and apply judgment, discretion, and initiative in accomplishing work
• Work under pressure, exercise good judgment, and make sound decisions in emergency situations
• Maintain composure, alertness and concentration while working for extended periods of time

Manual dexterity and typing:

• Extensive use of computers, keyboards, office equipment and similar specialized technical and electronic equipment commonly found in communication centers
• Performing multiple tasks requiring manual dexterity at the same time
• Write legibly

Physical dexterity:

• Sit for extended periods of time; stand or walk as necessary
• Sit for extended periods of time particularly during high stress situations
• Stretch, reach, or lift objects or materials that may be up to 10 pounds in weight

Requirements

Education/Training & Experience:

REQUIRED: High School Diploma or GED / Health Care Unit Coordinator/Secretary, Patient Access, or Physician Front Office experience

PREFERRED: EMS License - 2 Years Private Ambulance Experience

SUBSTITUTIONS ALLOWED: 5 Years of Private Ambulance Dispatch Service Experience

Knowledge/Skills/Abilities:

• Ability to type 35 words per minute
• Ability to answer multiple emergency telephone lines within three rings and process emergency and non-emergency patient transport request
• Ability to prioritize multiple tasks; ability to work independently and as a team member.
• Ability to employ discretion and confidentiality in sensitive areas.
• Ability to read, interpret, and follow instructions in memos, letters, and various documents.
• Regular and predictable attendance.
• Thorough geographic knowledge of service areas.
• Effective written and oral communications skills.
• Effective interpersonal skills.
• Ability to read, write, and speak English fluently.
• Correct English usage, spelling, grammar, and punctuation.
• Radio communication skills.
• Speak clearly and concisely in an understandable voice via radio, telephone, and in person.