Job Description

POSITION: Dispatcher

REPORTS TO: Communications Manager

LOCATION: Jacksonville, FL

FLSA STATUS: Non-Exempt

TYPE : Regular, Full-time

SCHEDULE: Variable shifts

Essential Responsibilities:

• Responsible for answering and triaging calls coming into the Dispatch Department and directing them to the most appropriate resource while communicating effectively with all callers
• Operates a PC and demonstrates ease of use with programs such as Microsoft Office and CAD
• Operates multi-line computerized phone system
• Inputs transport requests using CAD and various web based programs
• Conveys a high degree of familiarity with Company service areas and medical facilities
• Maintains compliance with all established Company and customer policies and procedures 
• Maintains a calm and professional demeanor at all times specifically during difficult interactions while effectively directing the flow of conversation 
• Takes direction and works independently or part of a group
• Effectively train new hires in dispatch
• Perform other duties as assigned

Minimum Qualifications:

• General understanding of medical terminology or experience in a healthcare setting
• Any combination of the following experience, equivalent to two (2) years:
• EMS dispatcher or call center representative experience
• Multi-line telephone experience
• Direct customer service experience

Regular, reliable attendance Excellent communication skills Ability to multi-task High school diploma or equivalent

Preferred Qualifications:

• Dispatch experience in EMS
• EMT (Emergency Medical Technician) and/or EMD certification (Emergency Medical Dispatcher)
• Field experience in EMS

Additional Requirements: Mental & Physical

• Must be able to successfully pass a background investigation and pre-employment drug screening
• Must be able to successfully obtain EMD certification within 12 months of beginning employment
• Must be available to work all shifts, including overtime as needed
• Ability to rotate shift assignments as needed and/or required based on operational need
• Ability to sit and/or stand for an extended period and wear a telephone headset
• Requires frequent repetitive hand movements, standing and/or walking, reaching and grasping
• Must be able to hear and communicate clearly to perform job duties in person and over the phone
• Adequate vision required to be able to read information from printed sources and computer screens
• Coordinate multiple tasks simultaneously
• Collect, interpret, and/or analyze complex data and information
• Understand and respond to a diverse population
• Utilize fine motor coordination, clear speech, and good visual acuity

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