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 provides guidance to road crews when needed.

• Receive and prioritize all incoming transport requests.
• Accurately perform data entry into the 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.
• Demonstrate 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.
• Act as decision maker in the absence of management.
• Respond to complaint calls in the absence of management.
• Demonstrate ability to effectively use paging system, cell phones and land lines, and all portable or mounted radios; troubleshoot mechanical/equipment problems and contact Dispatch Manager as appropriate.
• Demonstrate ability to learn new computer programs.
• Maintain 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 participate in all company‑required training, meetings and updates as required.
• Support 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.
• Comply with and enforce all policies and procedures.
• Be responsible for escalating concerns to appropriate Lead and/or management.
• Ensure all fleet/manager alerts go out in proper format when appropriate.
• Ensure proper shift handoff to oncoming crew.
• Administer drug/alcohol testing and accurately complete all paperwork. Any positive results must be reported immediately to management.
• Have successfully completed all required compliance training within the required time period.
• Have 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.

• 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
  • Handlin…