Emergency Medical Call-Taker

Job Description

Job Description

Overview

Overview

The Communications Specialist receives and processes emergency and non-emergency requests for ambulance service, including interfacility transport requests and 911 calls handled by the assigned Communications center. The position gathers complete and accurate information, identifies the requested level of service and priority, enters calls into CAD, and communicates essential details to the Dispatcher and other appropriate personnel. Call taking, including IFT intake, is a foundational responsibility in every Communications center. Dunwoody handles both IFT and EMD call intake. Morrow is the primary EMD center and may also receive IFT rollover calls. At both Georgia centers, the Communications Specialist uses the approved Emergency Medical Dispatch process when assigned to applicable emergency calls.

Why Choose AmeriPro

At AmeriPro Health, you are at the heart of everything we do! Thrive here with industry-leading pay from day one, comprehensive benefits, clear career pathways, on-going training, and a supportive environment where your expertise is valued.  Powered by innovative, cutting-edge technology and state-of-the-art ambulances, you will have the tools to focus on what matters: saving lives and shaping the future of healthcare. Join AmeriPro and be part of a forward-thinking team redefining EMS through innovation and a relentless commitment to excellence!

Compensation & Benefits

AmeriPro supports you and your family by offering a comprehensive and competitive health and well-being benefits program.

• Competitive compensation
• Personal Time Off starting at 2 weeks and increasing with tenure
• Expansive Benefits package to include Medical, Dental, Vision, Short-term Disability, Life, Accident and Critical Illness and Hospital Indemnity
• Employer paid Basic Life and AD&D
• Employer $600 contribution to HSA with an HDHP
• 401(k) Employer Match of 50% up to first 6% of eligible compensation
• Employee Assistance Programs (EAP)
• $5,000 Tuition Reimbursement for Professional Development
• Opportunities for career Advancement
• Flexible Scheduling Options

Responsibilities

Key Responsibilities

• • Answer emergency, non-emergency, and interfacility transport calls promptly and professionally.
  • Obtain and verify the call location, patient information, callback information, sending and receiving facilities, chief complaint, requested level of service, priority, and other required details.
  •Enter complete and accurate call information into CAD and update the record when additional information is received.
  • Use the approved EMD protocol for applicable 911 calls, including caller interrogation, determinant selection, and pre-arrival instructions.
  • Follow EMD protocol exactly and promptly seek assistance when a protocol, caller, or clinical situation requires escalation.
  • Identify IFT priorities and requested service levels using approved procedures and escalate questions when information is incomplete or unclear.
  • Communicate new calls, changes, cancellations, delays, and safety concerns to the Dispatcher or appropriate team member without delay.
  •Receive and process calls delivered by telephone, CAD-to-CAD, electronic intake platforms, or other approved systems.
  • Maintain awareness of calls holding and provide facilities or requesting agencies with updates when assigned.
  • Use clear, respectful, and professional communication with callers, facilities, 911 centers, field personnel, and coworkers.
  • Protect confidential patient and operational information and follow all company privacy and security requirements.
  • Document unusual circumstances, delays, complaints, or escalations in the appropriate system and notify leadership as required.
  •Participate in required training, continuing education, quality review, and coaching.

Physical Requirements

• Regularly required to use hands to type; regular hearing and speaking
• Required to sit for periods at a time
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus

Qualifications

Qualifications

• Minimum six (6) months experience in customer service or other direct customer contact work required
• Minimum six (6) months call center experience in a fast-paced work environment required
• Must have or be able to pass the EMD program within 1 – 3 months of hire and maintain certification during employment.
• Proficiency in Computer-Aided Dispatch (CAD) systems or a strong aptitude for learning relevant technology.
• Strong typing skills with data entry experience.
• Thorough understanding of emergency procedures, protocols, and guidelines.
• Proficiency in oral and written English communication with the ability to comprehend and follow verbal and written instructions.
• Exceptional organizational skills with the ability to multitask effectively in high-pressure situations.
• Strong active listening and interpersonal communication skills.
• Sound judgment, critical thinking, and decision-making abilities.
• Adaptability and flexibility to meet operational needs.

Certification & Licensure Requirements

• High school diploma, GED, or equivalent qualification

Equal Opportunity Employer Statement

It is the policy of AmeriPro Health to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran or military service, or any other characteristic protected by applicable federal, state, or local civil rights laws.

AmeriPro Health supports veterans, provides reasonable accommodations for individuals with a disability. We maintain a workplace is committed to maintaining a workplace free from harassment/retaliation.

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