Call Taker - Night Shift

Priority OnDemand; Old Hickory (TN); On-site; Full time

Job description

Definition

Under the direction of the Dispatch Supervisor, a Dispatch Call Taker will be responsible for answering the phones in the dispatch center, receiving requests for runs from facilities and complaints from individuals. The Dispatcher will accurately and efficiently input all information necessary for the successful completion of all phases of patient transport, determine the nature of the run request (emergent and non‑emergent) per company protocol, and may be asked to broadcast orders to crews regarding runs, emergencies, and general information, using radios, telephones, or computer equipment.

Reports To

• Dispatch Supervisor or Communications Director as appropriate for all operational activities.

Specific Duties

• Demonstrates complete knowledge, understanding, and compliance of company policies and procedures.
• Ensures that the Computer Aided Dispatch console, phone system, radio system, and all equipment is ready for use at the beginning of each shift.
• Ensures security of buildings, the dispatch center, and all other company property.
• Performs daily inspections of the work area and dispatch center for cleanliness, and performs appropriate housekeeping duties so that the area is clean, free from clutter, and sanitary at all times.
• Is knowledgeable of local geography, including locations of hospitals, public venues, local streets, and highway systems.
• Responds to all calls for service promptly and accurately answers incoming phone calls per Emergency Medical Dispatch and company procedure.
• Utilizes appropriate Emergency Medical Dispatch and company procedure to accurately determine the exact nature of each call, giving pre‑arrival instructions to callers per procedure.
• Obtains complete intake information from callers and inputs all required call data into the Computer Aided Dispatch system during the call.
• Acts always in the best interests of high‑quality patient care, reflecting credibly on the company and the professional reputation of the Dispatcher.
• Acts always with the safety of field crews in mind, as well as the safety of the patient, other EMS personnel, bystanders, and any other public safety personnel present at the scene.
• Always maintains security and privacy of all company and patient information in accordance with HIPPA and all other local, state, and federal regulations.
• Accepts responsibility for recertification as an EMD and for other required licenses and certifications as required by company, local, regional, and state policies, regulations, or laws.
• Reports to assigned shifts on time, properly groomed in uniform, and remains on‑duty and in proper uniform until properly relieved.
• At all times sets an example of professionalism and leadership for others to follow, placing patient care excellence and safety above all else.
• Performs other duties as directed by management.

Salary range

$37,000 - $42,000

Qualifications

• Must possess a high degree of personal integrity and responsibility.
• Currently licensed, certified, or registered by the appropriate state agencies or willing to be licensed.
• Currently certified in Emergency Medical Dispatch by MPDS or other appropriate organization or willing to be licensed.
• Must have the ability to work effectively with minimal supervision, using good judgment.
• Must have the ability to work in a fast paced, hectic, high‑pressure environment.
• Must have the ability to simultaneously manage multiple activities without error.
• Must have superior spatial orientation ability to read and interpret maps.
• Must have good computer skills.
• Must have the ability to work efficiently and interact in a constructive and professional manner with other employees, public safety personnel, and medical staff.
• Must have the ability to interact effectively and professionally with patients, customers, clients, family members, bystanders, and the general public in such a manner as to reflect positively on the company.
• Must demonstrate a level of skill and ability consistent with the provision of quality customer care.
• Previous or current certification as an Emergency Medical Technician, a plus.

Physical Requirements

• The ability to reach, push, and pull.
• The ability to sit for long periods of time.
• The ability to use phones and radios to communicate with callers, crews, and other staff.
• The ability to use a mouse or keyboard to input data into a computer over long periods of time.
• The ability to view graphic and text data on multiple computer screens for long periods of time.