Communications Center Supervisor

IAMTCS; Bangor, Northern (ME, KY); Hybrid; Full time

Job summary

A medical communications center in Bangor, ME, is seeking a Communications Center Supervisor to lead daily operations and team management. This role involves overseeing employee performance, ensuring compliance with regulations, and maintaining high service standards. The ideal candidate will have an associate degree or equivalent experience in ambulance dispatch and demonstrate strong leadership and communication skills. The position requires working a minimum of 40 hours per week onsite and involves critical decision-making and performance evaluations.

Qualifications

• Associate degree from an accredited institution preferred.
• Ability to deal tactfully and professionally with clients and staff.
• Strong working knowledge of ambulance dispatch operations.

Responsibilities

• Oversee daily operations within the Communications Center.
• Conduct performance reviews and coach staff as needed.
• Ensure compliance with regulatory standards.

Skills

Ambulance dispatching

Strong communication skills

Leadership

Regulatory compliance knowledge

Education

Associate degree in management or equivalent experience

Tools

Zoll RescueNet Dispatch

FlightVector/Dispatch Pro

Job description

Current Nationwide Job Opportunities for Communication Specialists

Position: Communications Center Supervisor

Company: Life Flight of Maine - MedCom - Bangor, ME , USA

Job Details

Position: Communications Center Supervisor

Company: Life Flight of Maine - MedCom - Bangor, ME , USA

Job Description:

Title: Communications Center Supervisor
Reporting to: Communications Center Manager

https://s3.amazonaws.com/amo_hub_content/Association1372/files/Communications%20Supervisor%20Job%20Description%202026.doc

I. POSITION SUMMARY

Responsible for overseeing all daily operations and providing direction and supervision for the functions within the Communications Center. In coordination with the Communications Center Manager (CCM), exercises responsibility and authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign or otherwise discipline employees under her/his supervision. Responsible for identifying opportunities for department-wide performance improvement. Full knowledge and ability to perform the tasks involved of those employees supervised is expected.

II. HOURS

This is a full-time, regular, salaried position. The manager is expected to work a minimum of 40 hours per week onsite at the Communications Center, unless offsite work is approved in advance by the CCM. The manager is expected to work at least 20 hours per week in a communications specialist role (or as the department needs). Shares on-call admin coverage with CCM.

III. DUTIES AND RESPONSIBILITIES

A. Functions as a Communications Specialist in the Communications Center

• See Communications Specialist Job Description

B. Management of daily operations in the Communications Department

• Assures departmental procedures and performance standards are in place to ensure consistency and control
• Works with the CCM in the development of policies and procedures as necessary
• Assists in scheduling employees to assure that all shifts are covered
• May assist in approval or declination of vacation time requests in accordance with company policies in the absence of CCM
• Serves as a backup to the CCM for time approval
• Assures departmental goals and objectives are developed and a high level of accuracy and productivity is maintained
• Assures all business is conducted in a manner that yields positive public relations and patient/customer satisfaction
• Takes steps to assure a harmonious work environment for all employees

C. Development and completion of client statistics and analysis

• Monitors and assures that standards are being met based on client and customer desires, and regularly reports on these metrics
• Creates reports for department benchmarking and monthly reports for clients

D. Responsible for staff performance reviews

• In conjunction with the CCM, writes and delivers performance evaluations using the established performance evaluation tool in a constructive and objective manner
• All evaluations will be done on time and discussed with the employee prior to the review date
• Gives constructive feedback based on employee performance
• After consultation with CCM and/or Chief Operating Officer (COO), any employee with an identified performance problem is promptly counseled and a plan developed for performance improvement

E. Responsible for ongoing education and training of all assigned staff

• Develops a formal training program for all roles at MedComm
• Develops a competency testing program
• Assures employees are adequately trained, supported and monitored
• In conjunction with CCM, coordinates and facilitates regular staff meetings
• Communicates to staff all changes relative to:
  • Internal Policies & Procedures
  • External Rules/Regulations
• Retains accurate attendance records for employee education and training events and competency testing
• In conjunction with the CCM, identify training opportunities for staff to improve quality and maintain compliance within the department

F. Responsible for monitoring regulatory compliance within the department

• Promptly notifies CCM and/or COO of any discrepancies with regulatory compliance

G. Develops and maintains a Quality Assurance program for the communications center

• Ensures that employees are meeting customer and departmental standards of performance, utilizing KPIs as defined by clients
• Ensures calls are processed in accordance with pre-established policies and procedures
• Develops program for peer review within 12 months of hire
• Maintains a Just Culture philosophy of quality assurance management, celebrating successes and learning from errors
• In conjunction with CCM, creates accountability for repeat errors, and corrects processes as needed

H. Maintains policies and procedures

• Annually reviews and recommends the policies for the dispatch department

I. Exercises autonomy and discretion

• Ability to be self-directed in a manner that supports the day-to-day business of the dispatch department
• Respects the privacy and confidentiality of all employees

J. Other duties as assigned

IV. QUALIFICATIONS / EXPECTATIONS

• Associate degree from an accredited institution preferred or equivalent experience in management, ambulance dispatch, or healthcare business services
• Employee must be qualified on all positions within the Communications Center within six months of hire
• Supervisory training and experience preferred. Strong working knowledge of ambulance dispatch operations and regulations preferred
• Experience preferred in:
  • Ambulance dispatching
  • Air medical dispatching
  • Use of Zoll RescueNet Dispatch
  • Use of FlightVector/ Dispatch Pro
• 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 accuracy. Must be PC literate and have knowledge of word processing and spreadsheet applications. Proficient with Microsoft Windows and Office 365 suite. Ability to think and judge independently. Ability to work productively with constant interruptions
• 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, radios and telephones)

Contact Information

Bill Cyr
Phone: NA
Fax: NA
[e-mail]