Communications Specialist

Los Angeles, CA, United States

Pay Range Starting At: $21.00/hr

Job Summary:

As a Communications Specialist at LifeLine EMS's Communications and Dispatch Center, your core responsibility is to provide exceptional customer service while efficiently handling incoming calls from medical facilities and entering them into the CAD. This vital role involves accurately booking calls into the Computer-Aided Dispatch (CAD) system and collaborating with the Matrix and CAD Specialist (MACC) for precise Estimated Time of Arrivals (ETAs) and insurance-related inquiries.

Responsibilities:

Essential Functions

• Superior Customer Service: Deliver outstanding customer service by demonstrating empathy, patience, and professionalism when interacting with callers. Maintain a calm and reassuring demeanor during high-stress situations.

• Call Handling: Answer incoming calls promptly and gather essential information from medical facilities to initiate the booking process. Ensure accurate and complete data entry into the CAD system.

• CAD Coordination: Collaborate with the MACC to optimize dispatching procedures. Utilize the CAD system to assign appropriate ambulance units and efficiently allocate resources to meet response time targets.

• ETAs and Insurance Queries: Rely on the expertise of the MACC to provide callers with precise ETAs. Assist with answering questions related to insurance coverage and billing, utilizing available resources to provide accurate information.

• Team Collaboration: Work in close coordination with fellow Communications Specialists, Communications Specialists and Controllers, and the MACC to maintain effective communication and ensure seamless operations within the Communications and Dispatch Center.

•Maintains a comprehensive understanding of EMS and Dispatch policies, procedures, and regulations to ensure compliance and adherence to industry standards.

Qualifications:

•Emergency Medical Dispatcher (EMD) or EMT certificate.

•Proven experience in emergency communications, preferably within the EMS or related field.

•Excellent verbal and written communication skills, with the ability to communicate clearly and concisely in high-stress situations.

•In-depth knowledge of emergency communication systems, protocols, and best practices.

•Effective communication and interpersonal skills to collaborate with other Communications Specialists, dispatchers, and hospital and facility personnel.

•Strong organizational skills and the ability to multitask and prioritize tasks effectively.

•Exceptional problem-solving and decision-making abilities, especially in time-sensitive and critical situations.

•Ability to maintain composure and professionalism during high-pressure situations and effectively manage stress.

•Detail-oriented with exceptional organizational and time management abilities.

•Demonstrated ability to work collaboratively in a team environment and build strong relationships with stakeholders.

Compliance & Safety:

•Reviews paperwork for accuracy and correct process.

•Must participate in scheduled and unscheduled onsite compliance audits.

•Implements corrective/preventive measures as determined by the Corporate Compliance/Audit Committee.

•Cooperates with Internal Audit, Compliance and Dispatch Operations on any recommendations and changes to compliance and legal workflow issues.

•Takes swift and immediate action in accordance with Internal Audit and Corporate Compliance on any areas of concern.

•Complies and enforces all policies and procedures.

•Has successfully completed all required Compliance Training within the required time.

•Has had no compliance-related corrective action during the current review period.

•Participate in Safety and Risk training and activities.

•Serves as a company representative promoting positive customer relationships through proactive involvement in public business and community activities.

•Ensures a safe and productive work environment. Be a steward of safety, that you and your peers operate safely, in an environment free from danger and risk.

•Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

Work Environment:

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

It is predominantly an indoor setting characterized by cleanliness, providing a comfortable and conducive atmosphere for administrative tasks. The following factors are representative of the work environment:

•Typing and Computer Interaction: Daily responsibilities include extensive use of computers and other electronic devices. Employees engage in typing, data entry, and computer interactions.

•Computer Screens: Employees regularly work with computer screens for extended durations. Proper lighting and screen ergonomics are maintained to reduce eye strain and promote a healthy visual environment.

•Verbal Communication: The work environment encourages face-to-face and verbal communication among employees, fostering collaboration and a sense of camaraderie.

•Irregular Schedule/Hours: While the primary work hours are defined, employees may occasionally work irregular schedules to meet organizational needs. Flexibility is embraced to accommodate varied demands.

Physical Demands:

The physical demands associated with employees' duties are designed to be reasonable, with accommodation available for individuals with disabilities. The physical demands include:

•Manual Dexterity: Regular use of hands and fingers is integral to handle, feel, or operate objects, tools, or controls. Employees engage in tasks that require precise manual dexterity.

•Reach and Arm Movement: Frequent reaching with hands and arms is part of the job, especially when accessing files, equipment, or materials within the workspace.

•Posture: Employees are frequently required to sit for extended periods, emphasizing the importance of maintaining proper posture and using ergonomic seating.

•Verbal Communication: Regular activities involve standing, talking, and hearing, reinforcing the significance of effective verbal communication skills.

•Prolonged Sitting: The nature of tasks often involves prolonged periods of sitting, requiring employees to use ergonomic furniture and equipment to promote comfort and minimize strain.

LifeLine EMS is committed to providing a supportive work environment that prioritizes the well-being and comfort of employees. Reasonable accommodation is available to ensure that individuals with disabilities can perform essential job functions seamlessly. This approach aligns with our commitment to fostering a workplace that values diversity, inclusivity, and the overall health of our team.

Position Type/Expected Hours of Work:

•This is a full-time position within the office.

Cognitive/Psychosocial Requirements:

•Communication

•Attention to Detail

•Critical Evaluation

•Relationship Management

•Ethical Practice

Closing Statement:

This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent's supervisor at any time based on company needs.

Support the Mission Statement and Philosophy of LifeLine EMS

•Develop a plan for maintaining your own professional growth and development.

•Respect the dignity, welfare, and basic rights of all patients and employees.

LifeLine Ambulance is a proud Equal Opportunity employer, m/f/d/v.

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