Customer Service Rep​/EMD-Trainee

Overview

Patriot Ambulance Service Inc. is a fast-growing, veteran-owned company serving Mid- and Southeast Michigan. We are driven by purpose, powered by compassion, and committed to excellence. We serve local communities with integrity, professionalism, and pride. Our management team wants you to enjoy both your time at work and ily is a priority here at Patriot, and we value it as much as we value you.

If this sounds like the opportunity you’ve been looking for, apply today!

Base pay range: $17.00/yr - $28.00/yr

Location: 5189 Commerce Rd., Flint, MI 48507

Compensation: $17.64 - $28.00

Benefits: Medical, Dental, Vision, Life, Disability, Retirement Plan, Paid Time Off

The CSR/EMD Trainee serves as the first point of contact for partner medical facilities. This role processes ambulance transport requests, gathers essential patient information, and coordinates with dispatch to ensure timely and accurate communication requests for transportation. The employee will function as a Customer Service Representative while undergoing training to become an NAEMD certified Emergency Medical Dispatcher (EMD).

• Maintain response readiness for all calls.
• Answer all telephone and radio calls in clear and understandable English and determine the nature and need of the request and perform the necessary action(s).
• Collect required transport details including, but not limited to, patient condition, pickup location, destination, timing, priority level.
• Enter transport request data into CAD dispatch software accurately and quickly.
• Provide professional, courteous service and maintain strong relationships with referring health care partners and the public.
• Train toward NAEMD certification and achieve certification within six (6) months of hire.
• Collect and prioritize the medical information regarding patients and the medical response needed, dispatch and relay information to crew members and any other required parties. Record all required times, mileages and pertinent information through the completion of the call.
• Be able to control conversation on private calls to quickly and accurately ask all Case Entry Questions, shunt to appropriate Chief Complaint, ask Key Questions and fill out Case Entry/Key Question Form completely using approved Emergency Medical Dispatch Card Sets. Give Post-Dispatch Instructions (PDI) and/or Pre-Arrival Instructions when possible and appropriate.
• Maintain strict confidentiality of the information obtained in the course of professional work unless required by law to divulge such information.
• Must fill out all appropriate and required logs, forms, and reports accurately and completely.
• Must enter all required data into the Computer Aided Dispatch System (CAD) for each required response.
• Possess ability to read a map book, wall map and/or folded map and accurately interpret directions to crews. Possess ability to look up required locations on computer map programs and interpret directions to crews if necessary.
• Must have knowledge of how address systems work and how they differ between municipalities, such as villages, cities, and townships, and jurisdictions of each respective municipality. Must understand the thousand block divisions, location, and identification of municipalities of our response area.
• Must have knowledge of the resource materials, their contents and purpose, and how to use those resources appropriately provided in the course and expectations of maintaining job performance standards.
• Required to wear complete approved uniform during shifts.
• Required to work all shifts as assigned and attend all mandatory meetings.
• Required to perform all duties in a courteous and professional manner.
• Required to communicate with all members of health care and public safety agencies with courtesy and respect.
• Required to adhere to and follow current Dispatch Handbook.
• Follow FCC Rules and Regulations.
• Must have strong language skills. Must have the ability to properly answer, evaluate, and process callers' requests.
• Must have the ability read and interpret documents from many sources such as Handbooks, Procedural Manual, Operating Procedures, Safety…