Emergency Services Dispatcher

Beth Israel Lahey Health; Boston (MA); On-site; USD 37,000 - 50,000; Full time

Job summary

Beth Israel Lahey Health in Boston is seeking a dedicated Ambulance Dispatcher to join the growing team. You will receive ambulance dispatch requests from within the hospital and assign them to the closest and most appropriate ambulance service, ensuring timely patient transport and accurate documentation.

You will use the telephone console and radio system to coordinate with departments, log calls, and track ambulance movements while adhering to EMS protocols and hospital policies.

Qualifications

• High School diploma or GED required.
• 0-1 years related work experience required.
• Experience with computer systems including web-based applications and MS Office.

Responsibilities

• Answers the phone with Beth Israel Deaconess Medical Center greeting and dispatches ambulance services prioritizing needs of the requesting department.
• Answers the phone line using proper, professional radio etiquette and directs calls appropriately.
• Dispatches requests for ALS/BLS and immediately dispatches available ALS/BLS units.
• Enters and tracks appropriate information in the computer system.
• Each call is logged on daily log/Autocad system immediately after received from computer.
• Utilizes GPS system to locate and dispatch closest and most appropriate ambulance.
• Receives incoming ambulance requests and prioritizes calls from services/floor and assigns to appropriate ambulance service.
• Clarifies instructions and coordinates services with requester.
• Ensures all Beth Israel Deaconess ambulances on duty and all vehicles subcontracted the hospital have appropriate assignments.
• Schedules transport of patients in a timely manner.
• Notifies departments of patient departure times.
• Reports issues, problems, etc., to supervisor/manager as needed.
• Attends mandatory in-services as required by Beth Israel Deaconess Medical Center.
• Is courteous and professional at all times.

Skills

Customer service

Written communications

Oral communications

Decision making

Team work

Education

High School diploma or GED

Tools

GPS system

Computer systems

Autocad

Job description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Receives and assigns ambulance dispatch requests from within Beth Israel Deaconess Medical Center Boston to appropriate ambulance service. Ensures efficient response to ambulance requests. Responsible for safe transport of patients to their correct destination, and appropriate documentation of services. Facilitates and coordinates with appropriate teams. Maintains accurate records of all Ambulance traffic within the hospital. Utilization of telephone console, Motorola handsets for C-MED communications, and Motorola CDM series two-way radio system. Maximizes utilization of Beth Israel Deaconess Medical Center Ambulances Services and the ambulances assigned to Beth Israel Deaconess Medical Center from contracted providers. Familiarity with Massachusetts O.E.M.S. statewide ALS/BLS and ALS interfacility transfer treatment protocols.

Job Description:

Primary Responsibilities:

• Answers the phone with Beth Israel Deaconess Medical Center greeting and dispatches ambulance services prioritizing needs of the requesting department.
• Answers the phone line using proper, professional radio etiquette and directs calls appropriately.
• Dispatches requests for Advanced Life Support/Basic Life Support and immediately dispatches available ALS/BLS units. (essential)
• Enters and tracks appropriate information in the computer system.
• Each call is logged on daily log/Autocad system immediately after received from computer.
• Utilizes GPS system to locate and dispatch closest and most appropriate ambulance. (essential)
• Receives incoming ambulance requests and prioritizes calls from services/floor and assigns to appropriate ambulance service. (essential)
• Clarifies instructions and coordinates services with requester. (essential)Ensures all Beth Israel Deaconess ambulances on duty and all vehicles subcontracted the hospital have appropriate assignments. (essential)
• Schedules transport of patients in a timely manner. (essential)
• Notifies departments of patient departure times. (essential)
• Reports issues, problems, etc., to supervisor/manager as needed. (essential)
• Assists in obtaining coverage for sick calls in the absence of supervisor/manager. (essential)
• Attends mandatory in-services as required by Beth Israel Deaconess Medical Center.
• Is courteous and professional at all times. (essential)

Required Qualifications:

• High School diploma or GED required.
• 0-1 years related work experience required.
• Previous hospital telecommunications experience Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Preferred Qualifications:

• Emergency Medical Services experience.
• Geographical knowledge of surrounding area preferred.
• GPS locator software preferred.
• Knowledge of Emergency Medical Dispatch and Ambulance Communications preferred.

Competencies:

• Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
• Problem Solving: Ability to address problems that are routine, somewhat repetitive and generally solved by following clear directions and procedures and by identifying opportunities for process improvements.
• Independence of Action: Ability to follow general instructions and procedures as provided. Work is monitored by supervisor/manager.
• Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
• Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
• Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
• Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Social/Environmental Requirements:

Work requires periods of close attention to work with out interruption. Concentrated effort of up to 4 hours without break may be required. Work requires constant response to changing circumstances and using new information to adjust approach and to quickly respond to new needs. No substantial exposure to adverse environmental conditions

Health Care Status:

NHCW: No patient contact.- Health Care Worker Status may vary by department

Sensory Requirements:

Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity > 20 feet, Visual clarity <3 feet, Conversation, Monitoring Equipment, Telephone, Background Noise.

Physical Requirements:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally This job requires constant sitting, Keyboard use, Endurance-working up to 3-4 hours without a break.Rarely there may be Fine Manipulation using both hands, Pushing/Pulling using both hands, Reaching-above shoulder height, Reaching-below shoulder height.

Pay Range:

Pay Range: $27.00 - $36.34 The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law. As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities.

Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment. More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled At Beth Israel Lahey Health, we are driving the change in health care that Massachusetts wants and needs.

Our culture promotes continuous learning, growth, innovation and a sense of belonging. We make it a priority to offer comprehensive compensation and benefits and help you achieve a healthy and balanced life. While you're busy caring for and supporting our patients, we take care of you.