SUMMARY: The Patient Transport Coordinator is responsible for answering all incoming calls, entering patient and transport details into the CAD system and assisting the System Status Controller to properly assign units to respond in a timely fashion.
ESSENTIAL DUTIES AND RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•Answers all incoming calls, administrative, emergency and non emergency transport calls.
•Obtains all relevant information from customers and accurately and completely enter all data into CAD as required by Lifeguard Ambulance and outlined in the call intake process.
•Calls customers to confirm, cancel, or reschedule appointments.
•Notifies customer prior to scheduled pick-up time when transport may be late.
•Assists the System Status Controller in dispatching calls.
•Communicates any possible delays, customer service issues, supply shortages, equipment malfunctions and etc. to supervisor in a timely manner.
•Demonstrates skills, knowledge, understanding of, and compliance with all protocols for treatment and transportation of the sick and injured as per local and regional medical control.
•Understands and complies with local, state, regional, and national emergency medical dispatching system.
•Prints reports for the Marketing Team.
•Cleans and maintains the Communications Center and maintains files.
•Continuously cross-trains in other function areas.
•Complies with all current policies and procedures.
•Attends all required staff meetings.
•Stays aware of all policy changes and information posted by reading the various postings throughout the operation, monitoring EMS Toolkit, and by communicating with leadership staff.
•The duties and responsibilities included in this job description are not intended to be all inclusive and the Patient Transport Coordinator will be expected to perform other reasonable job related duties as assigned.
TECHNICAL SKILLS, KNOWLEDGE & ABILITIES
•Working knowledge of RightCad.
•Basic knowledge of computer programs including but not limited to, Microsoft Office Suite (Word, Excel, Publisher, Outlook, and Access) and Citrix.
•Working knowledge of radios and Nextel.
•Heavy use of telephones.
•Copier, printer, scanners.
•Working knowledge of necessary supplies and equipment used.
•Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.◦Skilled in handling conflict and uncertain situations.
◦Ability to apply telephone interviewing techniques
◦Ability to quickly and accurately obtain appropriate information
◦Familiarity with medical terminology
◦Capable of working independently in a fast paced environment while also possessing the ability to work as a team.
•Possess the ability to consistently think clearly; act quickly; and calmly in a wide variety of situations
EDUCATION AND RELATED WORK EXPERIENCE
•High school diploma or equivalent.
•Minimum of 3 years experience in EMS Communication Center setting preferred.
LICENSES, REGISTRATIONS or CERTIFICATIONS
•Current EMD certification or ability to obtain within first year of employment.
•Current version of NIMS training IS-700 and IS-100.