Global Medical Response
Communications Center Manager
Global Medical Response, Anchorage, Alaska, United States, 99507
Job Description Summary:
Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us.With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.JOB SUMMARYThe Communications Center Manager - Dispatch is responsible for the supervision, coordination and prioritization of all Communications Center activities. The position has the authority to make necessary decisions in lieu of the Operations Manager or Communications Director. This position is also responsible for ensuring that standards of performance and client needs are met. The Communications Manager will ensure that all contractual requirements are successfully integrated into the daily operations of the Communications Center.ESSENTIAL FUNCTIONS/DUTIESIdentify, investigate, and resolve service-related issues.Coordinate with the marketing department to institute and manage fee for service contracts.Assist in the development of the communications center to ensure that the contractual obligations of AMR are met.Act as a representative of the communications department on assigned committees.Identify systems problems that could cause service-related issues.Effectively communicate with, and motivate employees.Disburse information and implement department policies and procedures.Maintain departmental records and reports.Work with other departments to identify emerging trends.Participate in programs to enhance AMR's community image.Promote high level of morale among department employees.Assist with development of goals and objectives for the department.Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards.Facilitate communications/field problem resolution.Monitor call accounting software to ensure proper use of staff and equipment.Serve as a departmental resource, and deal effectively with operational difficulties within the communications center.Effectively deal with departmental conflicts and provide adequate follow-up.Maintain departmental records and reports.Manage and maintain AMR's system status plan, and assure departmental compliance by all controllers.Prepare written reports and summaries as requested.Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.Maintain performance levels consistent with departmental standards.Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.Maintain competency and enhance professional growth and development through continuing education, conferences, and seminars.Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.Attend scheduled department meetings and training sessions.Adhere to all company policies and procedures.QUALIFICATIONSStrong personnel management and staff development skills. Superior verbal and written communication skills. Demonstrated technical knowledge pertaining to communications equipment. Demonstrated knowledge pertaining to CQI and TQM. Color Vision: ability to distinguish and identify different colors.Education/Licensing/Certification: BS/BA degree in Business or related field desired. EMD (Emergency Medical Dispatch) training/certification, EMT or Paramedic Training preferred.Experience: Five years' experience within a high profile EMS system. 2-5 years' experience in a Communications leadership role. CAD and data entry experience. System Status Management experience. One year EMS or Public Safety experience and a strong background in customer relations desired.WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTSWorking Conditions:
Occasionally: Verbal contact with others. Constantly: Works with and around others, face-to-face contact with others.Physical Demands:
Occasionally: Touching, walking outside, typing 35 wpm. Frequently: Walking inside, reaching, kneeling, stooping, bending. Constantly: Hearing/listening, clear speech, sitting, seeing.Mental Requirements:
Occasionally: Complex reading and writing, memorization, high math skills. Frequently: Simple reading and writing, problem solving, judgment, reasoning, decision making. Constantly: Analyzing, perception/computation, complex math skills.GUIDING VALUES AND BEHAVIORSEmployee must consistently exhibit our guiding principles:* Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.* One Team - We respect each other and achieve together what no individual can alone.* Innovation - We are driven to develop solutions that inspire progress.* Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.* Ownership - We are accountable for what we do and take pride in how we do it.* Citizenship - We are dedicated to being good stewards in the communities we serve.REPORTING RELATIONSHIPSReports to: Local EMS Operations ManagerInterrelationships: EMS Operations, Corporate Payroll, Corporate IT, Corporate Benefits and other support departments.EEO StatementGlobal 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.Helping diverse candidates find great careers is our goal. The information you provide here is secure and confidential.
#J-18808-Ljbffr
Our mission of providing care to the world at a moment's notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us.With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.JOB SUMMARYThe Communications Center Manager - Dispatch is responsible for the supervision, coordination and prioritization of all Communications Center activities. The position has the authority to make necessary decisions in lieu of the Operations Manager or Communications Director. This position is also responsible for ensuring that standards of performance and client needs are met. The Communications Manager will ensure that all contractual requirements are successfully integrated into the daily operations of the Communications Center.ESSENTIAL FUNCTIONS/DUTIESIdentify, investigate, and resolve service-related issues.Coordinate with the marketing department to institute and manage fee for service contracts.Assist in the development of the communications center to ensure that the contractual obligations of AMR are met.Act as a representative of the communications department on assigned committees.Identify systems problems that could cause service-related issues.Effectively communicate with, and motivate employees.Disburse information and implement department policies and procedures.Maintain departmental records and reports.Work with other departments to identify emerging trends.Participate in programs to enhance AMR's community image.Promote high level of morale among department employees.Assist with development of goals and objectives for the department.Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards.Facilitate communications/field problem resolution.Monitor call accounting software to ensure proper use of staff and equipment.Serve as a departmental resource, and deal effectively with operational difficulties within the communications center.Effectively deal with departmental conflicts and provide adequate follow-up.Maintain departmental records and reports.Manage and maintain AMR's system status plan, and assure departmental compliance by all controllers.Prepare written reports and summaries as requested.Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards.Maintain performance levels consistent with departmental standards.Maintain a calm, non-emotional and professional atmosphere in the communications center at all times.Maintain competency and enhance professional growth and development through continuing education, conferences, and seminars.Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers.Attend scheduled department meetings and training sessions.Adhere to all company policies and procedures.QUALIFICATIONSStrong personnel management and staff development skills. Superior verbal and written communication skills. Demonstrated technical knowledge pertaining to communications equipment. Demonstrated knowledge pertaining to CQI and TQM. Color Vision: ability to distinguish and identify different colors.Education/Licensing/Certification: BS/BA degree in Business or related field desired. EMD (Emergency Medical Dispatch) training/certification, EMT or Paramedic Training preferred.Experience: Five years' experience within a high profile EMS system. 2-5 years' experience in a Communications leadership role. CAD and data entry experience. System Status Management experience. One year EMS or Public Safety experience and a strong background in customer relations desired.WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTSWorking Conditions:
Occasionally: Verbal contact with others. Constantly: Works with and around others, face-to-face contact with others.Physical Demands:
Occasionally: Touching, walking outside, typing 35 wpm. Frequently: Walking inside, reaching, kneeling, stooping, bending. Constantly: Hearing/listening, clear speech, sitting, seeing.Mental Requirements:
Occasionally: Complex reading and writing, memorization, high math skills. Frequently: Simple reading and writing, problem solving, judgment, reasoning, decision making. Constantly: Analyzing, perception/computation, complex math skills.GUIDING VALUES AND BEHAVIORSEmployee must consistently exhibit our guiding principles:* Patient Care - We continually earn the privilege to care for our patients. It is at the forefront of everything we do.* One Team - We respect each other and achieve together what no individual can alone.* Innovation - We are driven to develop solutions that inspire progress.* Vigilance - We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.* Ownership - We are accountable for what we do and take pride in how we do it.* Citizenship - We are dedicated to being good stewards in the communities we serve.REPORTING RELATIONSHIPSReports to: Local EMS Operations ManagerInterrelationships: EMS Operations, Corporate Payroll, Corporate IT, Corporate Benefits and other support departments.EEO StatementGlobal 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.Helping diverse candidates find great careers is our goal. The information you provide here is secure and confidential.
#J-18808-Ljbffr