Communications Specialist

Call Processing and Dispatching

1. In accordance with client protocols, receives and process requests for both emergent and non-emergent transports in an accurate and timely manner

2. Handles all requests for information, either by providing information directly or connecting callers to appropriate resources by phone while adhering to protected health information policies

3. Maintains timely, concise and legible written communications

4. Delivers highest quality customer service and care, acting in the best interest of the patient and customers, families and other professionals

5. Monitors radio communications for updates to vehicle status and uses proper radio etiquette

6. Read maps accurately and gives appropriate directions

7. Listens and responds clearly and in an appropriate manner

8. Respond appropriately to alarm, code and disaster plans according to written policies

Communications

1. Communicates in a professional manner at all times with employees, customers, public safety agencies and Communication Center clients

2. Makes proper and timely notifications to supervisory and management staff regarding issues of importance or concern

3. Offers suggestions for improvement of system through proper channels of communication

4. Relays thorough and complete shift turnover to relief communications specialist

5. Demonstrates teamwork and diplomacy

Systems Knowledge and Self-Improvement

1. Maintains working knowledge of communications consoles, phones and computer systems

2. Uses knowledge and awareness of available resources to schedule, dispatch and track requests accurately and timely

3. Maintains required certifications

4. Attends all mandatory staff and in-service meetings as required

Professionalism

1. Dresses appropriately as defined in employee handbook and facility guidelines

2. Reports for assigned shifts on time

3. Performs additional duties as assigned by management

Sedentary work requiring good manual dexterity. Work involves typing, picking, grasping, occasional stooping, kneeling, crouching, lifting up to 10 lbs., reaching and ability to move about to accomplish tasks. Require repetitive motions of wrists, hands and fingers. Must have excellent hearing and listening skills to receive detailed information through oral communication (via telephone or in person).

Employee subject to indoor environmental conditions. Clean, well-lighted with central heat. Work is performed in close proximity with others. Some noise level from office machines (printers, copiers and telephones) and dispatch/call center equipment.

• Ability to deal tactfully, professionally and effectively with patients, physicians, hospital staff, and public. Must be poised, professional and able to communicate well, both verbally and in writing.
• Ability to work under pressure with accuracyAbility to react calmly and effectively in emergency situations
• Must be PC literate and have knowledge of word processing and spreadsheet applications. Proficient with Microsoft Word, Excel, and Windows operating systems.
• Ability to think and judge independently
• Ability to work productively with constant interruptions
• Knowledge of the use of emergency medical transport procedures, facilities and equipment
• Comprehensive understanding of all rules, regulations, policies and procedures for each client