Non-Emergency Dispatcher

Hackensack Meridian Health; Edison (NJ); On-site; USD 31,000 - 44,000; Full time

Job summary

Hackensack Meridian Health is seeking a Non-Emergency Dispatcher to support EMS departments by coordinating non-emergency transportation, including wheelchair and BLS services, and acting as liaison with case managers, social workers, and hospital staff.

You will manage telephone and radio communications, verify information, and provide timely updates on scheduling and delays while ensuring confidentiality and adherence to policies and regulations.

Qualifications

• Excellent written and verbal communication skills.
• Proficient computer skills (Microsoft Office and/or Google Suite).
• Minimum of 1 year of customer service experience in a health care setting.

Responsibilities

• Receives and processes incoming and outgoing telephone and radio communication.
• Differentiates between routine and priority messages and responds promptly.
• Maintains confidentiality and adheres to HIPAA and patient privacy policies.
• Complies with local, state, and federal laws, regulations, and guidelines.
• Records all requests for service through handwritten and computer entries.
• Dispatches units through radio, telephone, or other equipment.
• Coordinates outsourced service requests and notifies chain of command of issues.
• Maintains units’ and personnel’s status and location.
• Documents information between prehospital providers and receiving facilities.
• Maintains hospital diversion logs and notifies stakeholders as needed.
• Troubleshoot communications equipment problems and arrange repairs.
• Submits event reports as needed.
• Validate documentation (PCS forms) following protocols.
• Other duties and/or projects as assigned.
• Adheres to organizational competencies and standards of behavior.

Skills

Communication skills

Customer service

Computer skills

Education

High school diploma / GED

AHA Basic Life Support (HCP) Certification

Basic Tele-communicator Certification

Job description

Overview

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

Performs dispatch functions on behalf of the EMS department(s). Coordinates non-emergency transportation requests including wheelchair and BLS non-emergency transportation. Responsible for efficiently and accurately managing incoming and outgoing telephone and radio communications. Acts as a liaison between EMS and those requesting EMS services, such as case managers, social workers, and other facility representatives. Validates requestor information and associated documentation (e.g., PCS forms) and follows up timely on discrepancies. Provides dispatch to EMS department units, and interacts with EMS crews. Communicates effectively with requestors, including updates regarding scheduling, delays, and other relevant information. Escalates concerns and conflicts to the chain of command promptly. Performs all other duties assigned by leadership.

Responsibilities

A day in the life of an Non-Emergency Dispatcher at Hackensack Meridian Health includes:

• Receives and processes incoming and outgoing telephone and radio communication.


• Differentiates between routine and priority messages, and initiates and follows through on responses as required in a prompt, professional, and caring manner.


• Maintains confidentiality and abides by all HIPAA and patient privacy policies and regulations.


• Complies with all local, state, and federal laws, regulations, and guidelines.


• Records all requests for service through handwritten and computer entries.


• Dispatches units through radio, telephone, or other equipment provided, by established protocols.


• Coordinates requests outsourced to partner agencies including maintaining records of outsourced service requests. Escalates concerns and complaints related to outsourced service requests to the chain of command promptly.


• Maintains all units' and personnel's status and location at all times.


• Communicate and document all relevant information between the prehospital providers and receiving facilities.


• Maintains hospital diversion logs and provides notifications to stakeholders when appropriate.


• Troubleshoot all communications equipment problems and notify the appropriate service agency for repair.


• Submits event reports as needed.


• Validate documentation (e.g., PCS forms) following established protocols.


• Other duties and/or projects as assigned.


• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• High school diploma, general equivalency diploma (GED), and/or GED equivalent program.


• Minimum of 1-year customer service experience in a health care setting.


• Excellent written and verbal communication skills.


• Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Experience working with case managers and insurance providers.


• Customer service experience or 1 year of dispatch experience.

Licenses and Certifications Required:

• AHA Basic Health Care Life Support HCP Certification within 6 months of entering position.


• Basic Tele-communicator Certification within 1 years of entering position.

Starting Minimum Rate

Minimum rate of $27.45 Hourly

Job Posting Disclosure

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to: Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness. Experience: Years of relevant work experience. Education and Certifications: Level of education attained, including specialized certifications, cre