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Job Title Dispatcher
Location San Leandro, CA
Department Communications Center
FLSA Status Non-Exempt
Shifts hiring Full-time, Night Shift, Weekends


Dispatcher

We are looking for a friendly, professional, customer service focused, detail-oriented individual with keen problem solving abilities and sound judgment to join our Award Winning Call Center. Our Dispatchers work collaboratively with our Operations Department to ensure the highest quality of patient care possible, while providing an exceptional experience for our customers, patients and EMT staff.


Responsibilities:

  • Gather emergency and non-emergency related information; determine actions, assist callers, and dispatch appropriate response units; maintain logs and records; and provide information to service units and agencies. 
  • Receive and dispatch to emergency and non-emergency calls from the public, nursing facilities, hospitals, and other agencies via telephone, radio systems and computer-aided dispatch (CAD) systems
  • Complete Turn-over reports/ End of shift reports / Late reports / Incident reports, and resource planning
  • Handle all incoming Radio traffic
  • Manage all status checks/meal breaks for EMT units, oversee room noise and ensure all necessary calls to facilities
  • Ensure that the CAD is updated at all times (regular crew status checks)
  • Ensure that all appropriate notes are documented properly
  • Proactively keep customers updated on the anticipated schedule such as our EMT estimated time of arrival
  • Address customer concerns and provide alternative solutions
  • Communicate effectively and courteously with EMT units, and ensure that all necessary information is transmitted clearly and without errors
  • Provide timely feedback to the Communications Center Supervisor  and Team regarding service failures or customer concerns
  • Participate in Royal’s collaborative approach of customer recovery analysis and make recommendations on customer service improvement initiatives or internal and departmental policy changes and improvements.
  • Memorizes hospital and facility addresses in all counties we operate in
  • React quickly, efficiently and calmly in an emergency situation to implement an effective course of action
  • Maintain confidentiality regarding any patient information in accordance with HIPAA regulations, as well as any sensitive company and employee information
  • Demonstrate and support Royal’s Mission, Values and Quality Standards

 

Skills / Requirements:

  • At least 1 year of Dispatch experience is required
  • Basic computer proficiency (typing speed of 35+ wpm, MS Office and internet)
  • Excellent written and verbal communication skills
  • Outstanding customer service skills, including a pleasant and professional telephone manner
  • Must be able to work in a team environment, as well as work independently with little supervision
  • Quick learner and ability to multi-task in a fast-paced environment
  • Positive upbeat attitude, enthusiastic and compassionate
  • Must be punctual and reliable
  • Self-starter with strong problem solving skills
  • High level of initiative and the ability to make sound decisions independently
  • Strong ability to communicate and coordinate calls effectively
  • Experience in medical terminology preferred, but not necessary as training will be provided
  • Basic geography knowledge of Alameda and Santa Clara counties
  • Must be able to work nights, and weekends and/or holidays as needed

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