Communications Supervisor- Evening Availability Required

Hunter EMS

location: Bay Shore, NY

Department: Communications

Status: Regular Full-Time, Non-Exempt, Not Remote

Starting pay rate is $25/ hr. and up, based on years of experience

Job Description

BASIC FUNCTIONS:

The Communications Supervisor directly manages call center and dispatch, supporting all functions of the Communications Center. Supervisors provide oversight, direction, and assistance to communications staff so they can effectively and efficiently schedule and assign trips, and interact with crew members, transportation providers, and external partners.

Supports daily operations, offers guidance and assistance to staff, consistently monitors all systems including but not limited to internal and external communication, trip management, and handles escalations from members, agents, transportation providers, and partners. Escalates issues as needed to management.

REQUIREMENTS:

Education: College or equivalent preferred but not required

Experience: 2-4 years' experience in call center operations, and/or dispatch preferred. EMT certification preferred

Age: All Communications employees must be at least 18 years old

Hours: Flexing based on business needs, mainly evening hours

Skills, Knowledge, and Abilities:

Supervisors must be able to:

• Communicate effectively both verbally and written in English.
• Work Independently.
• Use sound judgement in decision making, and problem solving.
• Demonstrate and encourage leadership in all functions.
• Be thoroughly knowledgeable of dispatch/call center functions (viewed as an expert).
• Maintain an organized and efficient work environment.
• Exceptional knowledge of regional streets, address, direction.
• Multi-task, balance workload, and demonstrate good organization skills.
• Be a strong team player.
• Understand customer service internally and externally.
• Utilize information systems and the Microsoft Office Suite of programs.
• Able to quickly learn and become an expert-level user for communication tools and other internal systems.
• Able to quickly learn and apply contractual and operational policies, procedures, processes.
• Utilize time management skills - prioritizing and planning.

Physical Requirements:

While performing duties of this job, must be able to:

• Stand, reach and extend arms
• Grasp, feel objects or controls
• Reach with hands and arms
• Talk and hear
• Able to lift at least 10 pounds
• Sit for extended periods of time
• Perform repetitive activities such as typing, using a telephone, computer mouse
• Must have adequate visual acuity as required to perform activities such as using a telephone, viewing a computer terminal, reading, preparing, and analyzing data.

RESPONSIBILITIES:

Supervisory Duties:

• Provide ongoing support and leadership to operations staff through individual and group coaching and oversight.
• Ensure all transports are properly routed to internal resources of external providers.
• Review trips requests for accuracy (address, appointment time, return times, etc., )
• Monitor all phone queues, answer calls as needed from transportation providers, facilities, members, and member representatives, and communicate with providers and community partners to resolve customer issues (ETA's, no-show, etc.)

• Ensures staff adheres to all Company and Department Policies and procedures

• Assist in training staff on new policies and procedures
• Provide customers with trip confirmations and ETA's, call providers when necessary.
• Work with providers in providing trip data.
• Conduct preliminary investigation regarding customer complaints by contacting assigned provider.
• Take escalated calls as requested
• Perform data entry as required
• Other duties as assigned

MEASUREMENTS OF PERFORMANCE:

The Communications Supervisor will evaluate the performance contribution of the Dispatcher and Transportation Coordinators:

• Ability to process trips efficiently
• High level of customer service
• Effective Communication
• Responsiveness and flexibility to Higher Priority requests
• Timeliness, accuracy & completion of schedules
• Attendance and Reliability

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing for individuals with a disability.