Dayside Medical Communications Supervisor (Must have NREMT)

WLRC Inc; Milford Mill (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

Butler Medical Transport seeks an Overnight Supervisor for the Customer Solutions Center to oversee call center operations during overnight hours. The role involves ensuring a high level of customer service, coordinating the dispatch of emergent and non-emergent ambulance transport, and maintaining compliance with policies and safety standards.

The incumbent will lead via strong communications, monitor performance, and prepare analytics to support day-shift planning while balancing safety and

Qualifications

• Minimum high school diploma or GED; associate degree preferred
• Excellent written and verbal communication skills
• EMT certification or higher preferred
• Recall availability during crises or staffing issues
• Must be available for pre-employment drug test and background check
• Must be able to speak and write English

Responsibilities

• Provide supervisory support and monitoring of call center operations during overnight hours
• Ensure inbound calls are answered promptly and accurately
• Support on-time performance goals and contractual requirements
• Prioritize daily workload and deploy resources
• Maintain compliance with policies, procedures and safety regulations
• Prepare reports and analyze data to inform management decisions
• Collaborate with supervisors and management to maximize customer satisfaction
• Demonstrate leadership, conflict-resolution, and independent judgment

Skills

Customer service process development

Interpersonal communication

Process evaluation

Coaching and performance

Excel reporting

Team collaboration

Organizational multitasking

Active listening

Critical thinking

Decision making

Education

High School Diploma or GED

Associate degree (business/ statistics/ training & development) preferred

EMT certification or higher (NREMT/MD EMT)

Tools

MS Excel

Job description

Job DescriptionJob DescriptionUnder the leadership of the Customer Solutions Center Manager, the Customer Solutions Center Overnight Supervisor (CSC - OS) contributes to the success of Butler Medical Transport through providing supervisory support and monitoring of call center operations and activities to ensure inbound calls are answered promptly and accurately, call center volume is managed appropriately, and requests for transport are dispatched accurately and effectively to ensure customer success. Butler Medical Transport provides emergent and non-emergent Mobility, Basic Life Support (BLS), Advanced Life Support (ALS), and Specialty Care (SCT) ambulance transportation. Butler Medical Transport's call volume consists of an average of 300 inbound phone calls daily and 150 transports per day. The CSC - OS schedule rotation is four on four off shift from 0700-1900 The CSC - OS is responsible for customer service levels and serves as a liaison between our contracted facilities, customers, and our field operations team, as well as ensuring compliance with all policies, procedures, and efficiencies during the overnight hours. Actions during the overnight hours set up the day shift team for success. They are responsible for ensuring we meet our on-time performance goals and contractual requirements with our customers and facilities. They are further responsible for planning and prioritizing the daily workload, deploying the best resource available while also ensuring the safety of our field crews and maintaining compliance with federal, state, and local regulations. They are responsible for quality assurance and must maintain accuracy standards to ensure not only operations are executed smoothly and efficiently but also the billing process. The position requires strong leadership, conflict-resolution skills, excellent communications skills, and considerable independent judgment, analysis, and evaluation. Must be capable of making important decisions in critical situations quickly and balance priorities effectively. The CSC - OS is expected to use initiative in coping with unusual situations and circumstances to resolve them. CSC - OS may be called upon to fill a staff position during their regularly scheduled shift in case of excessive call outs.

Role and Responsibilities

• Proven experience in a customer service process development role ensuring the highest level of customer service is provided (call center or healthcare environment preferred)
• Excellent interpersonal and communication skills
• Experience evaluating processes and mapping solutions to ensure the highest level of customer success.
• Ability to ensure all agents understand and comply with all call center objectives, performance standards, and policies and able to answer agent questions regarding best practices or difficult calls.
• Experience monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Able to prepare reports in Excel and analyze data to assist management as they determine call center goals.
• Experience working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills
• Sound judgment and critical thinking
• Other duties as assigned

Qualifications and Education Requirements

• High School Diploma or GED equivalent, associate degree in business administration, statistics, or training and development preferred
• Excellent written and verbal and communication skills
• Must be available for recall in times of crisis or when needed due to staffing issues
• Two years of experience working in a call centerPrevious EMS experience, EMT or higher a requirementNREMT or MD EMT Required
• One year of supervisory experience
• Must be available for recall in times of crisis or when needed
• Ability to pass a pre-employment drug test
• Ability to pass a pre-employment background check
• Ability to speak and write English

Preferred Skills

• Knowledge of medical terminology and writing patient care reports
• Problem solving and excellent critical thinking
• Ability to remain calm under pressure

We'd love to have you join the Butler Medical Transport team!#LP