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Call Taker

Company Name:
Mercy Health Medical Transportation
Call Taker - Parastar - Southfield, MIGeneral Summary:
Receive incoming emergency and non-emergency calls and dispatch calls to the appropriate vehicles to assure optimal response times. Relay patient medical history to hospitals and record all statistical information to be utilized for Monthly Management Reports.
Primary Responsibilities and Duties:
Receive and record incoming emergency and non-emergency calls from Police and Fire agencies, hospitals, nursing facilities and private individuals.
Enter into CAD system ALL statistical information involving ambulance or NEV calls and vehicle status to be utilized for Monthly Management Reports.
Provide the Dispatcher with appropriate information for responding units relative to patient, location and destination, routing instructions utilizing knowledge of geographical area and map book resources, and the need for special equipment
Provide relay of patient information to receiving facilities, and provide the link, as applicable, between the unit and the initial calling party throughout the call.
Relay to the Dispatcher information necessary to adequately communicate with the supervisor's issues relative to the staffing of all operations areas to ensure adequate deployment is maintained by reviewing daily deployment schedule as well as absence and tardy forms as documented by dispatch personnel.
Communicate through frequent telephone contact with Police, Fire, Hospital and Nursing Home personnel.
Provide relief to the Dispatcher as necessary for limited periods of time for meal and facility breaks or other unforeseeable emergencies that may occur.
Communicate with Dispatchers information necessary to ensure a smooth transition of responsibilities before you leave your work station at the end of each shift.
Maintain and update all dispatch logs, as appropriate.
Must maintain confidentiality of all employee, corporate and patient records and information.
Maintain a clean and safe work area.
Carry out other duties as assigned.
Exhibits excellent customer service skills and behaviors toward internal and external customers and co-workers.
Adheres to department customer service and performance standards.
Exhibits excellent customer service skills and behaviors toward internal and external customers and co-workers.
Adheres to department customer service, service excellence, and performance standards.
Demonstrates personal commitment to the Organization's core values through active involvement in the performance improvement process.
Demonstrates safe work practices and attitudes, follows safety rules, works to prevent unsafe conditions and behaviors, and participates in organizational and departmental safety programs.
Knowledge, Skills And Abilities Required:
Minimum Education:High school diploma or equivalent.
Minimum Work Experience:One year experience as a dispatcher, and one year experience in customer service.
Contact With Others:Requires effective interpersonal skills to effectively work with all levels of the organization. Thorough knowledge of the operations, management and technology of a state-of-the-art communications center, including CAD, telephone, radio and GPS.
Analytical Demands:Must possess considerable knowledge of principles, practices and methods of modern communications technologies, as well as federal, state and local laws.
Certification, Licensure, Registration:EMD Certification (within six months).
Working Conditions:
Physical Effort:Must have excellent hearing and sight. Must have the ability to distinguish colors. While performing the duties of this job, the employee is regularly required to use hands to type, handle, or feel; reach with hands and arms; and talk or hear. The employee is constantly required to sit. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment: Normal office environment. Generally good working conditions in an office setting. Frequent interruptions, work pressure and irregularities in work schedule are expected. Employee is subject to continually changing tasks with continually changing deadlines. While performing the duties of this job, the employee is occasionally required to attend both regular and unscheduled meetings.
Equipment Used:Call center and communications equipment.
Working Relationships:
Reports to:Communications Management
Supervises: None.
Title: Call Taker
Department: Communications
Salary Grade: 213
FLSA Status: Non Exempt
Effective: June 2003
The above primary job duties and responsibilities describe the level and nature of work performed by the employees assigned to this job. The description should not be construed as an exhaustive listing of all job duties and responsibilities performed by this job.

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