American Ambulance Dispatcher in Miami, Florida

Job Title: Dispatcher

Department: Communications

Reports to: Communications Manager

Date: May 1, 2013

SUMMARY: The dispatcher is responsible for obtaining necessary information from agencies and customers requesting service, coordinating various types of services, schedules requests to meet resource availability, dispatching the appropriate personnel in response to service requests, processing requests by field crews, facilitating information flow between administrative staff and field personnel, and performing assigned clerical and billing functions.ESSENTIAL DUTIES AND RESPONSIBILTIES

  • Operate computer-aided dispatch (CAD) system

  • Answer customer service calls for service

  • Input and update emergency and non-emergency call data

  • Monitor, update, and control the location and movement of field units

  • Act as a resource point for healthcare facilities and other agencies utilizing the services of American Ambulance

  • Ascertain proper levels of response and allocate resources to match dynamic system demands

  • Monitor and document response times of units, investigating and reporting all response time exceptions

  • Maintain excellent knowledge of company policies, procedures, and medical protocols.

  • Demonstrate extensive knowledge of all Communication Center equipment, including telephones, radios, and computers and tracking mechanisms

  • Interact with various public safety agencies, healthcare facilities, dispatch centers, insurance agencies and managed care organizations

  • Act as a customer liaison with agencies and other departments, participating in customer education and marketing

  • Research and answer customer inquiries

  • Obtain insurance or managed care authorizations

  • Communicate and document service delays

  • Actively work with customers and or ancillary providers to meet the customer service demands

  • Determine medical necessity for ambulance services

  • Follow the deployment plan appropriately and consistently

  • Maintain a calm atmosphere, non-emotional, professional tone throughout the Communication Center

  • Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events

  • Maintain knowledge of customer contracts and agreements

  • Assist responding units with routing instructions to scenes when necessary; relay efficiently and accurately utilizing all map resources

  • Attend scheduled meetings and training sessions

  • Perform assigned clerical and billing functions

  • Perform other duties as assigned

  • Performs all duties with the utmost professionalism, reliability, and integrity


Minimum Requirements:

  • Must be at least 18 years of age

  • High school diploma or general education degree (GED)

  • One year of customer service experience or experience in a high volume call environment

  • Working knowledge of medical terminology

  • Proficient computer skills (i.e. Microsoft Word and Excel)

  • Demonstrate knowledge of local geography

  • Demonstrate knowledge of local county policies and protocols

  • Must exemplify the highest performance standards, initiative, excellent communication skills, and positive, professional attitude and appearance

  • Must be willing to work weekends, various shifts, and holidays

  • Ability to type a minimum of 40 WPM (words per minute)

  • Communicate in English both verbally and in writing

Licenses and Certifications(must be valid, current and/or in good standing)

  • Valid Driver’s License


  • Experience in emergency or non emergency medical services

  • American Red Cross CPR Certification

PHYSICAL DEMANDS: Physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • required to use hands to type and answer phone

  • reach with hands and arms

  • speak and hear

  • required to sit for long periods of time

  • job duties are often performed at high stress levels requiring employee to function effectively and independently while maintaining good working relationships with partners, patients, and customers

  • specific vision abilities required by this job include close vision and the ability to adjust focus