Dispatcher

GENESIS HEALTHCARE SYSTEM

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always.

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Overview of the position:

The Dispatcher I position is responsible for taking incoming non-emergency calls and dispatching to the appropriate vehicles to ensure the proper service
and response time. The incumbent is responsible for relaying patient medical information to hospital or facility as appropriate and recording all statistical information of the transport for reporting purposes.

The Dispatcher II position is responsible for taking incoming emergency and non-emergency calls and dispatching to the appropriate vehicles to ensure the proper service and response time. The incumbent is responsible for relaying patient medical information to hospital or facility as appropriate and recording all statistical information of the transport for reporting purposes.

ESSENTIAL DUTIES
1. Receive, record and dispatch incoming non-emergency calls from Police and Fire agencies, hospitals, nursing facilities and private individuals.
2. Enter all statistical information in the CAS CAD system involving ambulance or NEV calls and vehicle status to be utilized for Monthly Management Reports.
3. Provides the responding unit with appropriate information for patient, location and destination, routing instructions utilizing knowledge of geographical area and mapping resources and the need for any special equipment.
4. Communicate any issues with the supervisor related to the staffing of all operational areas to ensure adequate deployment is maintained by reviewing daily deployment schedule as well as absence and tardy forms as documented by dispatch personnel.
5. Communicate through frequent telephone contact with Police, Fire, Hospital and Nursing Home personnel
6. Report to work 10 minutes prior to shift to assure a smooth shift change and accurate car coverage.
7. Maintain and update all dispatch logs, as appropriate.
8. Maintain appropriate coverage utilizing established system status plan as defined in the dispatch CAD system
9. Ensure timely dispatch of all calls to ensure customer needs are maintained.
10. Communicate with oncoming dispatchers’ information necessary to ensure a smooth transition of responsibilities and have the oncoming dispatcher acknowledge same before you leave your workstation at the end of your shift.
11. Monitor the route and status of units to coordinate and prioritize the dispatching of units
12. Complete employee tardy/absent slips daily.
13. Must maintain confidentiality of all employee, corporate and patient records and information.
14. Maintain a clean and safe work area.
15. Maintain and update all dispatch logs, as appropriate
16. exhibit excellent customer service skills and behaviors toward internal and external customers and coworkers utilizing pride proficiency and professionalism.
17. It here the department customer service and performance standards.
18. Determine and assign the level of priority of the call and enter the data into a computer aided-dispatch system for radio dispatch purposes.
19. Monitor and operate a radio console and other computer equipment.
20. Receive and respond to a variety of non-emergency services and complaints.
21. Ask questions to interpret, analyze and anticipate the caller’s situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies

QUALIFICATIONS (Dispatcher I)
1. Requires high school diploma or equivalent.
2. Minimum of one-year experience in a similar role or successful completion of a training course.
3. Emergency Medical Dispatcher (EMD) Certification or obtain within 6 months.
4. Ability to prioritize situations and make decisions on the information received.
5. Ability to handle multiple tasks; receive and communication information to and from several sources at one time.
6. Knowledge of computer operations and the ability to enter, retrieve and manipulate data.
7. Must read, comprehend, and follow written and verbal instructions.
8. Ability to work in stressful situations.
9. Must read and understand English.
10. Good interpersonal and communication skills.
11. Ability to assess situation needs and problem solve.

QUALIFICATIONS (Dispatcher II)
1. Requires high school diploma or equivalent.
2. Minimum of 1 year experience as a dispatcher, and one year in a customer service role.
3. Valid driver’s license and clean driving record.
4. Emergency Medical Dispatcher (EMD) Certification or obtain within 6 months.
5. Basic EMT (EMT-B) Certification or related experience (Completion of EMT-Basic course & 2 Years’ Experience as a Dispatcher).
6. Ability to prioritize situations and make decisions on the information received.
7. Ability to handle multiple tasks; receive and communication information to and from several sources at one time.
8. Knowledge of computer operations and the ability to enter, retrieve and manipulate data.
9. Knowledge of Basic Medical Terminology
10. Must be able to work under stressful situations.
11. Ability to work independently with minimal supervision.
12. Must read, comprehend, and follow written and verbal instructions.
13. Must read and understand English.
14. Good interpersonal and communication skills.
15. Ability to assess situation needs and problem solve.

PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1. Living the Genesis Mission, Vision and Values:
• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience and understanding.
• Acts in a manner that creates positive first and lasting impressions.
• Demonstrates the ability to own issues until they are resolved.
2. Patient Centered Care (patients/families, physicians, co-workers, all other internal/external customers)
• Introduces self and role…connects with everyone.
• Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
• Asks for and anticipates needs and concerns of others.
• Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
• Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
• Responds to requests in an appropriate and timely manner.
• Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.
3. Promotes Patient and Employee Safety
• Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.)
• Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)
• Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment
• Demonstrates Slips/Trips and Falls Awareness.
• Actively contributes to maintaining a safe, clean and quiet environment.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to sit, stand, push, pull, bend and walk for extended periods of time. 2. Regularly lift or move up to 10 pounds, frequently lift or move up to 25 pounds and occasionally lift or move up to 50 pounds.
3. Vision abilities required include up close vision, peripheral vision, depth perception and the ability to adjust focus.
4. May be required to periodically rotate shifts and regular days off. All system employees must be willing to work all shifts, extra hours, holidays and emergency shifts as required.

This description reflects in general terms the type and level of work performed. It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.

Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job .