Global Medical Response Inc
EMS Communications Manager
Global Medical Response Inc, Syracuse, New York, us, 13235
JOB TITLE:
Manager, CommunicationsLOCATION:
Syracuse, NY$70k a year starting salary, and up, based on years of experience
POSITION SUMMARY:The Communications Manager is responsible for supervising the operations of the Dispatch Center, which includes managing, hiring, training and disciplining dispatchers, call review to CQI standards and additional tasks assigned by the Operations Manager
ESSENTIAL DUTIES AND RESPONSIBILITIES:Constantly monitors and adjusts the dispatch plan, maintaining response compliance within contractual obligationsMakes prompt and accurate judgements related to system status managementCompletes forms, reports, evaluations, studies, etc. related to response time compliance including maintaining run, demand analysis, and utilization reportsWorks closely with scheduling to ensure staffing needs are met and overtime is managedReviews departmental complaints and grievances from personnel, patients, visitors, etc., and makes written reports to upper management of action to be taken for correctionMaintains good communication with Dispatchers, First Responders, law enforcement officers, patients, and the patients' relatives. Refers difficult and conflicting interactive situations to upper management when necessarySupervises direct reports to ensure business needs are met and customer service is maintainedResponsible for directing work, appraising performance, coaching and disciplining employees, addressing complaints and resolving problemsParticipates in recruiting and training department membersEnsures that the communications department provides outstanding customer service and 24 hour response time to the fieldEnsures that employees all have clear expectations and receives feedback on their performanceNon-Essential Duties and Responsibilities:Performs other duties as assignedMINIMUM QUALIFICATIONS:
Education/Licensing/Certification & Experience:Bachelors' Degree or equivalent experience in a related fieldEMD certification preferred & required within first year within positionCPR certification preferred & required within first year within positionMinimum of 5 years of experience in a dispatch/call center environment preferable in EMS, Air Medical or Public SafetyMinimum of 2 years in supervisory rolePrevious responsibility for a business function, call center experience preferredExperience with organized labor preferred but not required.Knowledge and Skills:Computer competency including proficiency with MS OfficeAbility to consistently deliver outstanding customer service to all internal and external customersStrong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors and external customersExcellent ability to communicate and work cohesively across department linesHighly dependable and ability to meet internal deadlines consistently, ability to work with other departments and meet their deadlines as wellAbility to maintain a professional manner and appearance at all times
EEO Statement
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
Manager, CommunicationsLOCATION:
Syracuse, NY$70k a year starting salary, and up, based on years of experience
POSITION SUMMARY:The Communications Manager is responsible for supervising the operations of the Dispatch Center, which includes managing, hiring, training and disciplining dispatchers, call review to CQI standards and additional tasks assigned by the Operations Manager
ESSENTIAL DUTIES AND RESPONSIBILITIES:Constantly monitors and adjusts the dispatch plan, maintaining response compliance within contractual obligationsMakes prompt and accurate judgements related to system status managementCompletes forms, reports, evaluations, studies, etc. related to response time compliance including maintaining run, demand analysis, and utilization reportsWorks closely with scheduling to ensure staffing needs are met and overtime is managedReviews departmental complaints and grievances from personnel, patients, visitors, etc., and makes written reports to upper management of action to be taken for correctionMaintains good communication with Dispatchers, First Responders, law enforcement officers, patients, and the patients' relatives. Refers difficult and conflicting interactive situations to upper management when necessarySupervises direct reports to ensure business needs are met and customer service is maintainedResponsible for directing work, appraising performance, coaching and disciplining employees, addressing complaints and resolving problemsParticipates in recruiting and training department membersEnsures that the communications department provides outstanding customer service and 24 hour response time to the fieldEnsures that employees all have clear expectations and receives feedback on their performanceNon-Essential Duties and Responsibilities:Performs other duties as assignedMINIMUM QUALIFICATIONS:
Education/Licensing/Certification & Experience:Bachelors' Degree or equivalent experience in a related fieldEMD certification preferred & required within first year within positionCPR certification preferred & required within first year within positionMinimum of 5 years of experience in a dispatch/call center environment preferable in EMS, Air Medical or Public SafetyMinimum of 2 years in supervisory rolePrevious responsibility for a business function, call center experience preferredExperience with organized labor preferred but not required.Knowledge and Skills:Computer competency including proficiency with MS OfficeAbility to consistently deliver outstanding customer service to all internal and external customersStrong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors and external customersExcellent ability to communicate and work cohesively across department linesHighly dependable and ability to meet internal deadlines consistently, ability to work with other departments and meet their deadlines as wellAbility to maintain a professional manner and appearance at all times
EEO Statement
Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.