Patient Transport Coordinator (Call Taker) - BirminghamThis position is based in Birmingham, AL.
JOB TITLE: Patient Transport Coordinator JOB CODE: PTC
FLSA STATUS: Non-Exempt EEO CODE: 5-Administrative
SUPERVISOR TITLE: Communications Supervisor BUSINESS UNIT: Communications
SUMMARY: The Patient Transport Coordinator is responsible for answering all incoming calls, entering patient and transport details into the CAD system and assisting the System Status Controller to properly assign units to respond in a timely fashion.
ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Answers all incoming calls, administrative, emergency and non emergency transport calls.
- Obtains all relevant information from customers and accurately and completely enter all data into CAD as required by Lifeguard Ambulance and outlined in the call intake process.
- Calls customers to confirm, cancel, or reschedule appointments.
- Notifies customer prior to scheduled pick-up time when transport may be late.
- Assists the System Status Controller in dispatching calls.
- Communicates any possible delays, customer service issues, supply shortages, equipment malfunctions and etc. to supervisor in a timely manner.
- Demonstrates skills, knowledge, understanding of, and compliance with all protocols for treatment and transportation of the sick and injured as per local and regional medical control.
- Understands and complies with local, state, regional, and national emergency medical dispatching system.
- Prints reports for the Marketing Team.
- Cleans and maintains the Communications Center and maintains files.
- Continuously cross-trains in other function areas.
- Complies with all current policies and procedures.
- Attends all required staff meetings.
- Stays aware of all policy changes and information posted by reading the various postings throughout the operation, monitoring EMS Toolkit, and by communicating with leadership staff.
- The duties and responsibilities included in this job description are not intended to be all inclusive and the Patient Transport Coordinator will be expected to perform other reasonable job related duties as assigned.
TECHNICAL SKILLS, KNOWLEDGE & ABILITIES
- Working knowledge of RightCad.
- Basic knowledge of computer programs including but not limited to, Microsoft Office Suite (Word, Excel, Publisher, Outlook, and Access) and Citrix.
- Working knowledge of radios and Nextel.
- Heavy use of telephones.
- Copier, printer, scanners.
- Working knowledge of necessary supplies and equipment used.
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
- Skilled in handling conflict and uncertain situations.
- Ability to apply telephone interviewing techniques
- Ability to quickly and accurately obtain appropriate information
- Familiarity with medical terminology
- Capable of working independently in a fast paced environment while also possessing the ability to work as a team.
- Possess the ability to consistently think clearly; act quickly; and calmly in a wide variety of situations;
To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical - synthesizes complex or diverse information; uses experience to complement data.
- Design - demonstrates attention to detail; accurate and fast typing ability.
- Project management - communicates changes and progress; exceptional organizational and communication skills.
- Innovation - generates suggestions for improving work.
- Problem solving - gathers and analyzes information skillfully; uses reason even when dealing with emotional topics; advanced troubleshooting, analysis, critical thinking and problem solving skills.
- Technical skills - assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
- Customer service - manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Interpersonal skills - focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
- Oral communication - speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
- Written communication - writes clearly and informatively; edits work for spelling and accuracy; varies writing style to meet communication/dispatching needs; presents numerical data accurately; able to read and interpret written information.
- Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
- Quality management - looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
- Diversity - shows respect and sensitivity for cultural differences; promotes a harassment-free environment.
- Ethics - treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
- Organizational support - follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values.
- Judgment - exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
- Planning/organizing - prioritizes and plans work activities; uses time efficiently.
- Professionalism - approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
- Quality - demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
- Quantity - meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
- Safety and security - observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.
- Adaptability - adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
- Attendance/punctuality - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
- Dependability - follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.
- Initiative - volunteers readily; undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed.
EDUCATION AND RELATED WORK EXPERIENCE
- High school diploma or equivalent.
- Minimum of 3 years experience in EMS Communication Center setting preferred.
LICENSES, REGISTRATIONS or CERTIFICATIONS
- Current EMD certification or ability to obtain within first year of employment.
REPORTING RELATIONSHIPS & DIRECTION/GUIDANCE
This position reports directly to the Communications Supervisor, the Operations Manager, and the Director of Communications.
BUDGET AND OR RESOURCE RESPONSIBILITY
This job has no budgetary responsibilities.
PHYSICAL REQUIREMENTS, COGNITIVE FUNCTIONS & WORKING CONDITIONS: The physical demands, work environment factors and cognitive functions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position requires frequent sitting in front of computer monitors, with frequent and simultaneous using the phone, radio and computers, and monitoring multiple computer screens. This position requires the ability to work in close quarters and wear a telephone headset. This position requires occasional to moderate bending and twisting of the neck. This position may require occasional lifting of no more than 10 lbs. This position requires frequent simple grasping of both the left and right hands, as well as frequent computer typing. This position may require occasional pushing or pulling or reaching above or below shoulder level.
This position requires close vision (clear vision at 20 inches or less), color vision (ability to identify and distinguish color), and the ability to adjust focus.
The position requires the ability to compare, analyze, communicate, coordinate, evaluate, instruct, and negotiate. This position requires strong interpersonal skills.
Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence (addresses, patient & transport information). Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
TYPICAL WORK ENVIRONMENT:
The dispatch office is in a controlled temperature setting and under fluorescent lighting. Work is performed in a confined environment and can be highly stressful at times and plays a critical role in Public Safety delivery. Must take information from callers who may be excited, abusive, incoherent, ETOH and/or hysterical.
Environment requires handling multiple tasks and prioritizing while dealing with frequent interruptions.