Communications Center Supervisor (Nights Only)

Communications Center Supervisor

The Communications Center Supervisor is responsible for overseeing and supporting the Communications Center team and ensuring efficient and effective medical dispatch operations. This role includes real-time call monitoring, resource management, team leadership, and performance coaching. The Communications Center Supervisor is expected to maintain a high level of professionalism, efficiency, and accuracy in a fast-paced and demanding environment.

Responsibilities:

• Collaborate with Communications Director and Communication Supervisors to drive process improvement in line with company objectives.
• Manage the performance of all team members within the communications center
• Monitor and address individual performance of team members
• Monitor key metrics and address challenges such as SLAs, meal periods compliance, adherence to posting plans, and response time for emergency calls
• Ensure that team members are professional and conducting themselves to our highest standards
• Actively listening and walking around the communications floor to ensure that team members are on task and effective
• Perform regular analysis of unit availability, pending call volume, and develop plans to minimize delayed calls.
• Facilitate daily team huddles to review improvement opportunities, team praises, concerns, and process updates. Develop action items to execute based on needs brought up during meetings.
• Manage employees schedules ensuring adequate dispatch and call taking coverage

Customer Experience and Resource Optimization:

• Ensure that our team members are making decisions that optimize performance to our customers expectations
• Collaborate with the Operations Leaders to resolve resource challenges as needed
• Resolve customer related inquiries and escalations
• Maintain data integrity

Team Member Experience:

• Maintain a clean environment for our team members
• Ensure that all team members are fit for duty and have the tools and resources to be successful.
• Celebrate wins and elevate the recognition of team members
• Mentor team to ensure needs are met and that there is a consistent path for growth within the Communications Center.
• Create an environment oriented on trust, open communication, creative thinking, and cohesive team effort.
• Provide support to Customer Specialists and Dispatchers as needed.
• Facilitate Dispatch Training Academy.

Quality Assurance:

• Ensure adherence to Royal and EMS Agency Policies and Procedures.
• Participate in QA and QI initiatives and meetings.
• Demonstrate and support Royals Values, Mission and Quality Standards.
• Maintain records, prepare reports, and compose correspondence relative to the work.
• Maintain confidentiality regarding any patient information in accordance with HIPAA regulations, as well as any sensitive company or employee related information.

Requirements:

• Minimum of 3+ years as a Dispatcher
• Maintain the requirements of a Dispatcher
• Obtain EMD-Q and AHA CPR certifications
• Attend EMS Agency QI committee meetings
• Proven leadership experience with a track record of supporting teams in a fast-paced, high-pressure environment
• Strong understanding of EMS operations, emergency response protocols, and relevant regulations.
• Excellent verbal and written communication skills, with the ability to interact effectively with diverse stakeholders
• Ability to make quick, informed decisions in emergency situations.
• Strong analytical and problem-solving skills, with the ability to interpret data and metrics to drive improvements
• Ability to inspire and lead a team, fostering a collaborative and supportive work environment
• Conflict resolution skills and the ability to manage stressful situations calmly and effectively
• Foster a culture of continuous learning by providing coaching and mentorship to team members, assisting the Director with developing them professionally and reach their full potential
• Must be able to work night shifts on the following schedule: Thursday, Friday, Saturday and every other Wednesday

$85,000 - $105,000 a year

Embody the Royal Mindset:

We are Driven - We set a goal, identify a plan to achieve it, stay focused and motivated throughout the process, and reach our desired results, despite obstacles or challenges. We show initiative and commitment. We maintain a positive mindset and believe in ourselves and our abilities.

We are Empathetic - We are in tune with the feelings and actions of others and use that understanding to guide our actions, behaviors, and decisions. We are compassionate, perceptive, and mindful. We put ourselves in our patient's shoes and each other's shoes and go above and beyond to ensure we treat everyone with dignity and respect

We are Engaging - Our actions show our commitment to the organization and its goals. We care about the quality of our work and our fellow team members. We are enthusiastic and want to be involved within Royal and with our communities.

We are Adaptable - We are able to handle and adjust to change by being flexible in our process and mindset. We stay calm and do not fold under pressure when something changes, or a problem occurs. We develop a solution and can come up with an alternative plan despite the obstacles we are challenged with.

About Royal Ambulance

Founded by Steve Grau, Royal Ambulance is one of California's premier mobile healthcare providers, proudly serving the San Francisco Bay Area. Since Royal's inception in 2006, the company has grown from 2 ambulances and 10 EMTs to a fleet of over 100 ambulances and 800+ team members. Royal has experienced double-digit year-over-year growth over the last 10 years. Transporting over 95,000+ patients a year, Royal Ambulance is a partner to most major health systems in the Greater San Francisco Bay Area region. Our company has been curated off of four values: Driven. Empathetic. Engaging. Adaptable.

At Royal Ambulance, we firmly believe it's not just about the destination, it's about the journey! It's about who you become along the way, the people you meet, the connections you make, and the experiences you have that shape the kind of healthcare professional you become. As we continue to grow, we remain focused on fostering a culture of professional and personal development and best-in-class employee experience. Join our team and be a part of this exciting growth opportunity while surrounding yourself with other purpose-driven individuals, who encourage and inspire one another along their path in EMS and Healthcare.