Objective: 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:Performance Management- 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
