Communications Specialist II

Company Name:
Mobile Medical Response
Position Title:
Communications Specialist
Review Date:
Medical Communications (MedCom)
Exemption Status:Non-exempt
Reporting Relationship:Reports to the MedCom Supervisor
Supervisory Responsibilities:None
Objective: The Communications Specialist is ultimately responsible and accountable for receiving, recording and dispatching requests for ambulance assistance and transport from various sources. The Communication Specialist is also responsible for receiving and directing all incoming phone calls to the appropriate level of service.
Essential Duties:
Know and support the Mission Statement, Policy/Procedures and standards of MMR.
Understand and implement the concepts of Emergency Medical Dispatch as published in Principles of Emergency Medical Dispatch (and as modified or amended by the Medical Director) as a minimum standard of care.
Select, dispatch or activate appropriate vehicle or vehicles including ALS, BLS, First Responder, Fire Rescue and any other ancillary support units to emergency and non-emergency requests for assistance.
Absolute knowledge of the EMS services available in the area, their capabilities, limitations, locations and accessibility.
Allocate EMS resources properly as the need arises by application of appropriate decision making rules and approved protocols.
Responsible and accountable for completeness and accuracy of Communication Specialist paperwork related to his/her shift prior to completion of shift.
Responsible for accurate and complete data entry for the shift. Responsible for generating applicable reports and checking for accuracy.
Assist field personnel in locating scene of incidents and selecting the safest, fastest route to such scene using all available Communication Specialist locator aids.
Keep track of locations, status and condition of each unit at all times, relay instructions from supervisors, messages and emergency information.
Maintain a current working knowledge of all company policies, procedures, rules, regulations, and memorandums.
Coordinate EMS resources in any multi-agency response.
Responsible and accountable for updating management and operations personnel on any changes effecting the company.
Handle radio communications in a prompt, accurate, courteous, and professional manner.
Responsible for all policies and procedures related to dispatch and flight following for St. Mary's FlightCare and Covenant LifeNet air medical ambulances.
Responsible for all policies and procedures related to flight following of all mutual-aid air medical ambulances requesting our service.
Develop and maintain professional relationships with all affiliated central dispatch agencies, hospitals, nursing homes, physician offices and other MMR customers.
Consult appropriate management/supervision for any extraordinary situations.
Follow established parameters/formats in receiving requests for service.
Responsible for knowledge and use of Communication Center equipment, including but not limited to the radio console, CAD, AVL, printers, 911 equipment, recording devices and telephones.
Perform other duties as assigned.
Knowledge, Skill and Competency Requirements:
Must hold and maintain a Michigan EMT-Basic license at a minimum
EMD certification required within 4 months of employment
Must be flexible in work schedule to meet demands of the company
Must possess and maintain a current Healthcare Provider certification from American Heart Association
Ability to communicate effectively both verbally and in writing, in a positive, professional manner with customers and patients
Skilled in reading and writing English
Ability to communicate clearly on the radio and telephone
Ability to function effectively in stressful situations
Thorough knowledge of EMS and other public safety resources available in the area
General knowledge of Federal Communications Commission rules and regulations that apply to EMS and Public Safety/Special Emergency Services
Ability to plan and organize the activities of multiple units and requests for service
Ability to record, transmit and report information accurately
Ability to establish priorities and levels of service
Advanced computer skills including the ability to utilize a computer PC with Windows operating system
Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator
Proficiency with Microsoft Word and Excel
Skilled in typing, data entry, electronic filing, document retrieval and advanced map applications
Following training, ability to adequately implement concepts of EMD
Ability to promote and support an environment of teamwork, professionalism and respect for co-workers and customers
Must be self-motivated, well-organized and capable of working closely with others
Demonstrates the desire and ability to acquire and apply superior customer service skills, area familiarization and knowledge of all MMR services and contracts
Must be at least 18 years old
Physical Factors:Suitable dexterity to operate standard office equipment. Capability to stand or sit for extended periods of time. Must be able to lift 10 pounds.
Working Conditions:Most work is done in a typical office setting with daily exposure in all other department areas.
Disclaimer:The preceding job description has been designed to indicate the general nature and level of work performed by employees within a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Acknowledgment:I understand and agree to the following: (1) that it is my responsibility to read this description in its entirety; (2) that the job description and duties are subject to change at the discretion of MMR; (3) that MMR retains the right to eliminate the position or reassign me to another position; and (4) that my employment is at will and that MMR may terminate the employment relationship at any time, with or without cause or notice.

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