Dispatcher

Dispatcher/Customer Service Agent

Pay: $41,000-$65,000/yr Hours: Full Time

The primary job responsibility of the Dispatcher/Customer Service Agent is to:

• Receive, prioritize, coordinate and dispatch NORCAL Ambulance calls for service for ALS, BLS and CCT crews in a swift and proper manner using our Communications Center Dispatch Software.
• Requests will be taken from hospitals, clinics, medical assistance companies, flight teams or related entities.
• Dispatcher/Customer Service Agent will then coordinate the transportation request and send to the most appropriate unit based on unit availability, unit location, travel time, etc.
• He/she shall be responsible for dispatching and call taking for NORCAL Ambulance crews to both the emergency and interfacility setting, including emergency and private callers.
• The Dispatcher will operate tracking, radio or cell phone communication equipment to monitor the status of field personnel and units.
• The dispatcher will perform other related tasks and duties as assigned by the departmental leadership.

Primary Daily Duties:

• Receive and prioritize all incoming requests for dispatch.
• Efficiently dispatch units to emergency and non-emergency calls in a timely manner.
• Demonstrate the ability to make accurate moment-to-moment decision making in regard to the dispatch of emergency and non-emergency vehicles.
• Effectively triage all incoming requests for service and sends the appropriate unit according to Northwest Ambulance policy and procedure.
• Obtain required information from party requesting medical transport.
• Maintain professional telecommunication contact with field units and other agencies.
• Demonstrate the ability to effectively use the dispatch paging system, iPhone, land lines, and all portable or mounted radios; troubleshoots problems including mechanical/equipment problems and contact the operations manager as appropriate.
• Participate in required training programs.
• Perform basic data entry.
• Provide excellent customer service to all callers and crew members.

Requirements:

• Excellent ability to communicate and work cohesively with EMT's, RN's and Administration.
• Strong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors, and external customers.
• Computer competency including proficiency with Microsoft Suite, Google Docs, and current Dispatch Software.
• Ability to consistently deliver outstanding customer service to all internal and external customers.
• Highly dependable and able to meet internal deadlines consistently.
• Strong organization skills and attention to detail.
• Flexible and adaptable, willing and able to adjust to rapidly changing priorities.
• Ability to work independently as well as in groups.
• Ability to maintain a professional manner and appearance at all times.
• One year of EMS and/or dispatch related experience and/or training preferred.
• Knowledge of Northern California geography.
• Able to function in a high-stress environment where the work goes from minimal to overload within moments.
• Must act in a mature, courteous, and decisive nature in order to provide maximum customer service

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