Title: Director of Communications

Status: Full Time

Department: Communications

FLSA Classification: Exempt

Reports to: Vice President of Operations

About Cataldo

Since 1977, Cataldo Ambulance Service, Inc. (CAS) has continually distinguished itself as a leader in providing routine and emergency medical services. As the needs of the community and the patient change, we continue to introduce innovative programs to ensure the highest level of care is available to everyone in our service area. Cataldo is the largest private EMS provider in Massachusetts, boasting a diverse portfolio of municipal-based and facility-based contracts. In addition to topping 50,000 911 transports annually, specialty contracts include some of the top medical facilities in the state, Fenway Park, Warrior Arena, and the TD Garden.

General Scope

The Director of Communications will support the Cataldo mission of providing safe and professional transportation services to all patients. As a key member of the Senior Leadership Team, the Director of Communications is the division’s communications and customer service expert, and partners with operations and business development leaders to ensure the team is on track to fulfill service deliverables.

The Director of Communications provides key leadership for the main Communications Center by ensuring that team members have the education, tools, guidance, time, motivation and easily executed processes to ensure a positive work environment. The Director of Communications is ultimately responsible for delivering a reliable, valuable, and trusting experience for team members, partners, and customers. This highly visible leadership position must be able to represent and instill an image of superior service and quality, and continue to raise the bar of performance to exceed customer expectations. The Director will strive to balance the science of operating a complex communication center with the art of delivering exceptional, personalized service to every team member, business partner, and customer.

In addition to the Communications Center, the Director will oversee and manage the Scheduling Department to ensure that all operational areas with CAS have an adequately staffed department that meets the demand.

Key Responsibilities

Achieve Results

• Leads, manages, and coordinates the operations of the 911 and retail interfacility transport Communications Center so that CAS meets or exceeds key objectives and performance indicators.
• Establish daily, weekly, and monthly key performance goals for customer experience, quality, productivity, and response metrics.
• Provide leadership and direction in the planning, development, implementation, and monitoring of customer service-related outcomes to meet or exceed identified metrics.
• Oversee the CAS Scheduling Department, and collaborates with Directors of Operations to build, maintain, and assign staffing for a schedule that meets anticipated demand.
• Ensure that the right level of resources are available to meet customer demand.
• Work with local Directors of Operation in development and administration of annual department budget to attain business goals with operational stability.
• Create a culture of accountability and high performance within the Communications Center to create a high-performing environment with strong leadership.

Operational Excellence

• Hires, trains, and evaluates the performance of assigned personnel.
• Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the Communications team.
• Act as an internal consultant by leading the design/redesign, development, implementation and monitoring of process improvement to enhance quality, operational performance and customer experience.
• Ensure the Cataldo Communications team is fully educated and clinically competent to deliver the highest quality emergent and non-emergent ambulance services.

Relationship Management

• Establish and ensure positive, working relationships within the Cataldo organization that will attract and retain high-quality team members.
• Establish and ensure positive working relationships with public agencies, EMS Agencies, area hospitals, clinics, community health departments, regulatory entities, and allied organizations.

Leadership/Supervision

• Collaborates with Operations leadership to develop, implement and revise 911 and interfacility deployment plans, programs, policies, and procedures.
• Assist and provide ongoing leadership and guidance to align key stakeholders within Cataldo Ambulance to uncover and assess process improvement opportunities.
• Establish and ensure the team adheres to prescribed standards of quality assurance, performance improvement and policies, procedures, and protocols.
• Ensure the organization meets or exceeds all governmental, regulatory and accreditation standards in all areas of day-to-day operations.
• Foster a workplace that results in the development of a high performing team of professionals and team members.
• Facilitate communications/field problem resolution.
• Works in conjunction with Human Resources to effectively deal with departmental conflicts and provides adequate follow-up.
• All other duties as assigned.

Qualifications & Experience

• Dynamic LEADER with at least five years of applicable career experience in a high touch, high volume, customer centric environment.
• Extensive knowledge of ambulance call center operations, including but not limited to CAD, incoming call-taking, and emergency and nonemergent dispatching.
• Experience with PSAP, EMD, and Priority Dispatch.
• Experience in general management, technology utilization, process improvement, change management and/or customer relationship management.
• Knowledge of best practices in customer service, contact centers, and dispatching operations.
• Experience directing initiatives to improve processes, leverage technology, and increase operating efficiencies.
• Strong organizational skills, planning abilities, and the ability to effectively utilize performance metrics.
• Innovative thinker and inspirational manager and the ability to positively impact the organization and lead strategies that drive customer service to peak performance.
• Outstanding interpersonal and communications skills.
• Collaborative work style with the ability to build strong working relationships at all levels within the organization.
• Experience in an emergency management environment a plus.

Education, Licensing, & Certifications

• BA/BS degree or equivalent experience in emergency services, health care, nursing, healthcare administration, business administration, or related field of study strongly preferred.
• Ability to obtain certification as an NAEMD EMD
• Emergency Medical Dispatch (EMD), EMT, or Paramedic training preferred

Knowledge & Skills

• Strong personnel management and staff development skills.
• Superior verbal and written communication skills.
• Demonstrated technical knowledge pertaining to communications equipment.
• Ability to write and comprehend legal contracts.
• Excellent time management and organizational skills.
• Ability to perform in a high stress environment.
• Ability to interact effectively with internal and external customers.
• Demonstrated knowledge pertaining to CQI.
• Knowledge of Cataldo’s geography/service area is a plus.

The above are intended to describe the general nature and level of the work being performed by the person/people in this position. This is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities associated with this position. Cataldo Ambulance is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to disability, race, color, veteran status, religion, sex, or national origin. Individuals with Disabilities and Veterans are encouraged to apply.