About The Role

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

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

Team Member Experience

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

Quality Assurance

Ensure adherence to Royal and EMS Agency Policies and Procedures.

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Participate in QA and QI initiatives and meetings.
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Demonstrate and support Royals Values, Mission and Quality Standards.
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Maintain records, prepare reports, and compose correspondence relative to the work.
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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