Lead Dispatcher (Paramedic)

OVERVIEW:

The primary job responsibilities of the Dispatcher are to ensure timely and appropriate transportation from medical facilities, residences and/or public service agencies. The Dispatch – II role is an experienced Dispatcher that has mastered the basic functions of a Dispatch – I role and demonstrates a high level of professionalism, ability to manage and resolve complicated situations that arise in the Communications Center and with crew members in the field, and has a combination of job-relevant skills that enrich the performance in this role. The Lead Dispatcher is considered an expert and is a lead role who is involved in training and mentoring new Dispatchers and provide guidance to road crews when needed.

RESPONSIBILITIES:

• Receive and prioritizes all incoming transport requests. 
• Accurately performs data entry into CAD system, obtaining all required information to determine medical necessity, level of service needed and to be able to bill for service. 
• Demonstrate knowledge of payor requirements and how to verify insurance through external payor portals.
• Dispatch appropriate medical unit(s) to the scene/ pick up location in response to a request for transport and/ or assistance. 
• Efficiently dispatch vehicles to emergency and non-emergency calls in a timely manner. 
• Demonstrates the ability to make accurate moment to moment decision making in regard to the dispatch of emergency and non-emergency vehicles.
• Operate radio communication and GPS equipment/ software to monitor field operations of EMS units and personnel, and perform other related tasks and duties as assigned by appropriate authority. 
• Make phone calls to update, add to, inform and facilitate Donald Martens & Sons customers. 
• Support road crews ensuring they have the appropriate resources needed to safely transport patients
• Stay up to date on weather and any other situation that may hinder safe transportation.
• Have knowledge of and be able to effectively manage any transport requests received through applications such as Allscripts, Epic, Roundtrip and Ryde Central etc.
• Provide support and guidance to less experienced dispatchers in regards to prioritization of transports, additional resources needed and incident management.
• Acts as decision maker in the absence of management
• Responds to complaint calls in the absence of management
• Demonstrates ability to effectively use paging system, cell phones and land lines, and all portable or mounted radios; troubleshoots mechanical / equipment problems and contacts Dispatch Manager as appropriate.
• Demonstrate ability to learn new computer programs. 
• Maintains professional telecommunication contact with field units and others as necessary to communicate activities of personnel, enlist services of other protective agencies, or provide alternative directions to on scene personnel
• Attend and participates in all company-required training, meetings and updates as required.
• Supports management team on special projects when assigned 
• Remain current on training for new equipment, procedures, and techniques. 
• Maintain a safe and healthy workplace in accordance with all appropriate OSHA standards, company policies and local standard operating procedures. 
• Complies and enforces all policies and procedures.
• Responsible for escalating concerns to appropriate Lead and/ or management.
• Responsible for ensuring all fleet/ manager alerts go out in proper format when appropriate.
• Responsible for proper shift handoff to oncoming crew.
• Responsible for administering drug/alcohol testing and accurate completion of all paperwork. Any positive results must be reported immediately to management.
• Has successfully completed all required Compliance Training within the required time period. 
• Has had no compliance related corrective action during the current review period.
• Assist with gathering information for investigations of incidents as required. 
• Perform other job-related duties as assigned by Dispatch Manager. 

Minimum Requirements: 

• EMT or Paramedic certification required.  
• Previous private ambulance service experience preferred.
• Successful completion of required training:
• Customer Service Training
• Review of Employee Handbook and policies and procedures
• Business writing skills and email etiquette
• Handling privacy and confidential information 
• Supervisor, Leadership and Diversity Training
• Completion of ongoing CEUs assigned to this role

Knowledge, Skills, Work Environment:

• The environment is team driven and customer service oriented.
• Familiarity with the major cities in Ohio and surrounding areas preferred
• Excellent communication skills
• Must be available to work weekends, nights and holidays. Schedule consists of 12 hour shifts with a 3/4 schedule. Weekly hours are 36 hours to 48 hours. Donald Martens & Sons Ambulance Service is a 365, 24/hr. per day, 7 day per week operation. For this Dispatcher position we do not "work around" school or other employer’s schedules in any capacity.

Essential Functions and Physical Requirements:

• Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance;      stoop, kneel, couch, or crawl; and talk or hear. 
• Occasionally: Walking inside and outside, pushing, pulling, may lift and carry no more than 50 pounds. 
• Frequently: Lifting and carrying no more than 10 pounds, typing 40 wpm, stooping, bending.
•  Constantly: Hearing/listening, clear speech, touching, seeing, and typing.
• Occasionally: Analyzing, judgment. 
• Frequently: Memorization, perception/computation, problem solving, simple and complex math skills, reasoning. 
• Constantly: Simple reading and writing, clerical, decision making.
• Stress Factors: Frequently: Repetitive tasks, high pressure. 
• Occasionally: Fatigue, intense tasks Equipment Operated: 
• Occasionally: Multi-media equipment for training purposes, voice recorder tape system 
• Frequently: Use Company and/or personal owned vehicle for business purpose 
• Constantly: Telephone, computer, mouse, keypad, calculator, copy machine, stapler, 3-hole punch, fax, scanner, cell phone and printer 
• Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• Occasionally:  Outside Frequently: Works around others, works alone, face-to face and verbal contact with others, inside, noise, extended day. 
• Constantly: Works with others, face-to-face and verbal contact with others. 

Donald Martens & Sons is a proud Equal Opportunity employer, m/f/d/v.