Guardian Flight
EMS Communications Manager
Guardian Flight, Syracuse, New York, United States,
JOB TITLE:
Manager, CommunicationsLOCATION:
Syracuse, NY$70k a year starting salary, and up, based on years of experiencePOSITION 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 obligations.Makes prompt and accurate judgements related to system status management.Completes forms, reports, evaluations, studies, etc. related to response time compliance including maintaining run, demand analysis, and utilization reports.Works closely with scheduling to ensure staffing needs are met and overtime is managed.Reviews departmental complaints and grievances from personnel, patients, visitors, etc., and makes written reports to upper management of action to be taken for correction.Maintains good communication with Dispatchers, First Responders, law enforcement officers, patients, and the patients’ relatives. Refers difficult and conflicting interactive situations to upper management when necessary.Supervises direct reports to ensure business needs are met and customer service is maintained.Responsible for directing work, appraising performance, coaching and disciplining employees, addressing complaints and resolving problems.Participates in recruiting and training department members.Ensures that the communications department provides outstanding customer service and 24 hour response time to the field.Ensures that employees all have clear expectations and receive feedback on their performance.Non-Essential Duties and Responsibilities:Performs other duties as assigned.MINIMUM QUALIFICATIONS:Education/Licensing/Certification & Experience:Bachelors’ Degree or equivalent experience in a related field.EMD certification preferred & required within first year within position.CPR certification preferred & required within first year within position.Minimum of 5 years of experience in a dispatch/call center environment, preferably in EMS, Air Medical or Public Safety.Minimum of 2 years in supervisory role.Previous responsibility for a business function, call center experience preferred.Experience with organized labor preferred but not required.Knowledge and Skills:Computer competency including proficiency with MS Office.Ability to consistently deliver outstanding customer service to all internal and external customers.Strong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors and external customers.Excellent ability to communicate and work cohesively across department lines.Highly dependable and ability to meet internal deadlines consistently, ability to work with other departments and meet their deadlines as well.Ability to maintain a professional manner and appearance at all times.
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Manager, CommunicationsLOCATION:
Syracuse, NY$70k a year starting salary, and up, based on years of experiencePOSITION 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 obligations.Makes prompt and accurate judgements related to system status management.Completes forms, reports, evaluations, studies, etc. related to response time compliance including maintaining run, demand analysis, and utilization reports.Works closely with scheduling to ensure staffing needs are met and overtime is managed.Reviews departmental complaints and grievances from personnel, patients, visitors, etc., and makes written reports to upper management of action to be taken for correction.Maintains good communication with Dispatchers, First Responders, law enforcement officers, patients, and the patients’ relatives. Refers difficult and conflicting interactive situations to upper management when necessary.Supervises direct reports to ensure business needs are met and customer service is maintained.Responsible for directing work, appraising performance, coaching and disciplining employees, addressing complaints and resolving problems.Participates in recruiting and training department members.Ensures that the communications department provides outstanding customer service and 24 hour response time to the field.Ensures that employees all have clear expectations and receive feedback on their performance.Non-Essential Duties and Responsibilities:Performs other duties as assigned.MINIMUM QUALIFICATIONS:Education/Licensing/Certification & Experience:Bachelors’ Degree or equivalent experience in a related field.EMD certification preferred & required within first year within position.CPR certification preferred & required within first year within position.Minimum of 5 years of experience in a dispatch/call center environment, preferably in EMS, Air Medical or Public Safety.Minimum of 2 years in supervisory role.Previous responsibility for a business function, call center experience preferred.Experience with organized labor preferred but not required.Knowledge and Skills:Computer competency including proficiency with MS Office.Ability to consistently deliver outstanding customer service to all internal and external customers.Strong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors and external customers.Excellent ability to communicate and work cohesively across department lines.Highly dependable and ability to meet internal deadlines consistently, ability to work with other departments and meet their deadlines as well.Ability to maintain a professional manner and appearance at all times.
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