Medcom Supervisor

Supervisory Responsibilities: Communications Specialist I and II, Customer Care Representatives

Objective: The MedCom Supervisor coordinates the activities of the MedCom staff on their assigned shift to ensure smooth and efficient operations of their assigned dispatch areas of responsibility.

Essential Duties:

• Know and support the Mission Statement, Policy/Procedures and standards of MMR.
• Exercise staff authority over MedCom personnel. Staff authority defined as, but not limited to, provide assistance, counsel and redirect staff.
• Assist in the selection and development of all MedCom staff. Mentor staff to maximize staff potential.
• Understand and assist in the development/modification of the System Status Management (SSM) plan to assure adequate response area coverage, reliability and workload distribution.
• Assist in development and implementation of goals and objectives for the department.
• Report and communicate regularly to the Operations Manager the strengths and weaknesses of staff under their direct supervision.
• Assure compliance to the SSM plan and approve any deviation from the plan. Communicate any deviation from the plan to appropriate personnel.
• Promote and maintain a positive relationship with all corporate supervisors.
• Assist in the development and implementation of policies and procedures for MedCom.
• Communicate, follow and assure staff understanding and compliance of all policies, procedures and guidelines of the company pertinent to their job and functions.
• Coordinate supervisory duties while functioning as a Communications Specialist.
• Perform other duties as assigned.

Knowledge, Skill and Competency Requirements:

• Must hold and maintain a Michigan EMT-Basic license at a minimum
• EMD certification required
• Must possess and maintain a current Healthcare Provider certification from American Heart Association
• Must be able to function as a flight follower
• Demonstrate the ability to exercise staff authority with logic and consistency
• Knowledge of all CAD functions, proficient with Windows based applications, reporting processes and support programs
• Advanced computer skills including the ability to utilize a computer PC with Windows operating system
• Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator
• Proficiency with Microsoft Word and Excel
• Skilled in typing, data entry, electronic filing, document retrieval and advanced map applications
• Knowledge of local, regional and state laws, rules and regulations pertaining to EMS, EMD and ambulance operations
• Ability to communicate effectively both verbally and in writing, in the English language
• Ability to remain calm under pressure
• Ability to make prompt lifesaving decisions
• Ability to earn and maintain respect from peers and subordinates
• Ability to anticipate and mitigate stressful situations or problems involving MMR personnel, customers and/or affiliate agencies
• Proficiency in EMD and quality assurance
• Computer literacy and knowledge of statistics and data assimilation required
• Ability to promote, support and foster an environment of teamwork and professionalism at all times
• Ability to envision, develop and help implement necessary changes based on internal and external pressures to maintain MMR’s vision and role as an industry leader
• Must be able to meet and maintain all requirements of the Communication Specialist II job description
• Must be able to function as Medical Communications Manager in the event of an emergency or as assigned
• Must demonstrate critical thinking abilities and multi-task. Attention to detail is essential
• Must be at least 18 years old

Physical Factors: Suitable dexterity to operate standard office equipment. Capability to stand or sit for extended periods of time. Must be able to lift 10 pounds.

Working Conditions: Most work is done in a typical office setting with daily exposure in all other department areas.