Communications Manager

Shoals Ambulance Llc; Lakewood (TN); On-site; USD 65,000 - 85,000; Full time

Job summary

Seals Ambulance Service Inc. seeks a Communications Manager to oversee the dispatch center, coordinate with Operations leadership, and ensure efficient deployment and compliant operations across all contracted facilities.

You will supervise dispatch staff, maintain equipment readiness, and ensure timely, accurate communication with field crews and allied agencies, while upholding company policies and patient privacy standards.

Qualifications

• Must hold Paramedic or EMT certification.
• Two years of operational management experience preferred.
• Experience with dispatch operations and HIPAA compliance is required.

Responsibilities

• Oversee daily operations and personnel in the communications center.
• Ensure CAD, phone, and radio systems are ready at shift start.
• Schedule and deploy units to meet system status plans daily.
• Maintain security and privacy of patient information in accordance with HIPAA.

Skills

EMT/Paramedic

Leadership

Dispatch Operations

Communication

Education

Paramedic certification

EMT certification

Tools

CAD system

Radio/phone systems

Job description

Under the supervision of the Director of Operations, the Communications Manager will oversee all daily operationsand personnel within the communications center.The Communications Manager will work closely with the Director of Operations to formulate efficient deploymentstrategies, ensure that contractual obligations are being met within the appropriate compliance standards and presentdetailed reports to leadership teams of all contracted facilities.The Communications Manager may be called upon to function in the capacity of Dispatcher, Dispatch Call Taker,and/or EMT as set forth by company policies and protocols to assure all company tasks are maintained andcompleted.Specific Duties: Demonstrates complete knowledge, understanding and compliance of company policies andprocedures. Ensures that Computer Aided Dispatch computer console, phone system, radio system and allequipment is ready for use at the beginning of each shift. Ensures security of buildings, Dispatch Center and all other company property. Performs daily inspections of their work area and of the Dispatch Center for cleanliness. Thenperforms the appropriate housekeeping duties to ensure their work area is clean, free from clutter andsanitary at all times. Maintains appropriate communications with company units, managers, support staff, receivinghealthcare facilities and other agencies via radio, data link, pager or cell phone as required. Is knowledgeable as to local geography to include location of hospitals, public venues as well as localstreets and highway systems. Communicates and coordinates with Field Supervisors, Operations Managers and other managementand support staff to ensure the proper number of fully equipped and staffed vehicles are available tofulfill local System Status Plan on a daily basis. Maintains security and privacy of all company and patient information at all times in accordanceHIPPA and all other local, state and federal regulations. Accepts responsibility for recertification as an EMD and for other required license’s and certificationsas required by company, local, regional, and state policies, regulations or laws. Reports to assigned shifts on time, properly groomed in uniform and on time unless the propernotification has been made. Remains on-duty and in proper uniform until properly relieved. At all times sets an example of professionalism and leadership for others to follow. Places patient careexcellence and safety above all else. Determine response requirements and relative priorities of situations, and dispatch units in accordancewith established procedures. Maintain files of information relating to emergency calls such as personnel rosters, and emergencycall-out and pager files. Follow up with crews so that company goals in regards to response times are maintained. Ensures all personnel that are assigned to shift report on time, and are in proper attire for the shift. Record details of calls, dispatches, and messages. Maintain access to, and security of, highly sensitive materials. Scan status charts and computer screens, and contact emergency response field units to determineemergency units available for dispatch. Maintain appropriate record keeping in regards to the dispatch program and other documents that arerequired Maintain an open line of communication between you and your supervisor. Provide employees with guidance in handling difficult or complex problems and in resolving escalatedcomplaints or disputes. Participate in recruiting, interviewing, and the selection employees. Documentation of all incidents, attendance issue, disciplinary actions and any other occurrences thatmay need to be addressed as a result of work performance. This is to be completed by the end of theshift. Will assume or delegate the responsibility of scheduling personnel Complete administrative tasks as assigned Relay information and messages to and from emergency sites, to law enforcement agencies, and to allother individuals or groups requiring notification. Implement corporate and departmental policies, procedures, and service standards in conjunction withmanagement. Discuss job performance problems with employees to identify causes and issues and to work onresolving problems. Oversees all duties as assigned by the Operations Manager. Analyze statistical data to develop recommendations for planning. Clearly express him/herself verbally and in writing Question callers to determine their locations, and the nature of their problems to determine type ofresponse needed. Answer the phones at the dispatch center using appropriate communication skills. Using pre-established criteria, determine the best way to provide service to the customer. Assign runs to appropriate crews in a timely basis. Assures all company goals, objectives and procedures are followed on a daily basis. Keep your work area clean Resolve customer complaints and answer customers' questions regarding policies and procedures. Supervise the work of office, administrative, or customer service employees to ensure adherence toquality standards, deadlines, and proper procedures, correcting errors or problems. Train and instruct employees in job duties and company policies or arrange for training to be provided. Evaluate employees' job performance and conformance to regulations and recommend appropriatepersonnel action. Review records and reports pertaining to assigned runs and evaluate performance. Be able to perform all job capacities per the dispatcher job description Participate in all disciplinary concerns regarding personnel in the dispatch center Attend all management meetings per the direction of the Director of Operations Displays a positive mental attitude toward the position held, Seals Ambulance Service Inc. and it’semployees, clients, partners or affiliates. Performs any other related duties as assigned. Receive incoming telephone calls regarding emergency and non-emergency ambulance serviceinformation. Interpret and communicate work procedures and company policies to staff. Plans, assigns, direct and evaluate all dispatch personnel to assure all requests for service are compliedwith according to company policies and goals.Minimum Requirements: Must meets all the requirements for the job description of paramedic or EMT All Dispatch Call Taker and Dispatcher requirements. Must have the ability function as a leader evaluating, coaching, training and directing dispatch staff. Two years of operational management experience is preferred.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 use mouse or keyboard to input data into computer over long periods of time. The ability to view graphic and text data on multiple computer screens for long periods of times. The ability to complete all job duties during any and all hours of the day and night.Reports To:Director of Operations as appropriate for all operational activities.