Job Description

Under the leadership of the President , the Director of the Medical Communications Center (DMCC) is directly responsible for a department that coordinates over 50,000 transports annually with an annual incoming call volume of over 280,000 calls. The Medical Communications Center (MEDCOM) is open 24 hours/day, 365 days per year. The DMCC leads a team that consists of one supervisor and approximately 20-30 team members.

The Medical Communications Center (MCC) is the heartbeat of the company as it fields requests, challenges, and concerns for all customers both internal and external daily, from a multitude of sources and states. MEDCOM is responsible for intaking emergency and non-emergency calls, as well as providing PRO-QA instructions to direct 911 callers. It is critical that the MEDCOM team is ready and able 24/7, ensuring the timely dispatch of life saving resources, as well as urgent, and scheduled movement of patients. This includes accurate ETAs and resources are provided to all customers. The DMCC is responsible for customer service levels and serves as a liaison between our contracted facilities, customers, and our field operations leadership team. They are responsible for ensuring we meet our on-time performance goals and contractual requirements. The DMCC must demonstrate the ability to effectively prioritize non-emergent medical transport requests with an understanding of payer requirements, while simultaneously overseeing the timely and accurate receipt and management of emergency 911 calls in accordance with clinical urgency and system protocols.

The DMCC is critical in cultivating and building a team that works well all hours of the day, in a variety of scenarios, without direct constant oversight, even when scenarios are at times stressful. They are responsible for planning and prioritizing the daily workload, deploying the best resource available while also ensuring the safety of our field crews and maintaining compliance with federal, state, and local regulations. They are responsible for quality assurance and must maintain accuracy standards to ensure operations are executed smoothly and efficiently.

The position requires strong leadership, conflict-resolution skills, excellent communications skills, and considerable independent judgment, analysis, and evaluation. The DMCC must be capable of making important decisions in critical situations quickly and balance priorities effectively and quickly. They are expected to use initiative in coping with unusual situations and circumstances to resolve them.

The DMCC is responsible for overseeing day-to-day operations including scheduling, staffing, training, and providing management support in handling difficult or sensitive situations. The DMCC reviews constantly changing data and assists in planning for accomplishing the day’s workload and is responsible for maintaining customer service levels and ensuring all calls are answered timely and effectively. The DMCC must be knowledgeable of policies and procedures as well as EMS requirements and interventions to ensure calls are accurately dispatched, prioritized, and planned. The DMCC provides advice and counsel to employees and works closely with Operations Leadership to ensure field operations resources understand the needs to meet the daily call demands and or extraordinary requests. Duties also include routinely reviewing all CAD data and system reports to monitor customer service levels to include on-time percentages, On Time Reliability, Requested to Received Time, Out of Que Time, and other pertinent metrics. DMCC through their team ensures that CAD data is accurate and produces reliable reports. DMCC will produce both weekly reports for various customer meetings, as well as leadership meetings, analyze said reports and provide suggestions on action items to improve overall patient flow and customer service.

The Medical Communications Center must be always staffed and requires a leader that can ensure that level continuity and is available for recall in the event of emergencies, weather events, sentinel/critical events, or any situation they are needed. The Director of the Medical Communications Center provides second tier MOC call coverage for their center in the absence of a supervisor, or as a resource to the operational MOC.

Role and Responsibility

• Provide leadership and guidance to team members through communicating company initiatives, addressing, and resolving concerns, and providing all tools and resources needed to complete assignments in an efficient manner.
• Motivate, mentor, and coach your team to ensure customer service, safety, and compliance standards are met. Effectively address issues or concerns promptly and use critical thinking skills to remove barriers or obstacles to achieving company goals.
• Maintain the department’s payroll budget to ensure six weeks of scheduling is posted at all times. Review and resolve timecard discrepancies daily and submit timecards bi-weekly.
• Oversee the receipt, prioritization, and dispatching of both emergency and non-emergency calls. This involves selecting the most suitable unit based on service level, location, and availability, relaying essential information, and maintaining communication while tracking each unit until their assignment is complete.
• Understanding of dispatching best practices and contractual obligations. 
• Monitor and correct calls for discrepancies in company, addresses, level of service, zone, and sub-zones fields.
• Monitor CAD grid for call volume and appropriate hierarchy and vehicle assignments. 
• Supervises and directs the activities of assigned staff; coordinates, prioritizes and assigns tasks and projects; tracks and reviews work progress and activities; participates in the recruitment and selection of staff; undertakes disciplinary action as required; conducts performance evaluations; coordinates scheduling of staff to ensure proper operational coverage.
• Assists with the development of goals, objectives, policies and procedures; ensures compliance with and effectively implements policies and procedures; attends and conducts meetings and training sessions as required.
• Handles facility escalations, and finds timely resolution to facility concerns, through cooperative problem solving
• Provides necessary tools for subordinates’ success.
• Acts as a member of the Leadership team, to drive policy, procedures, and overall company direction.
• Works seamlessly with Operational Leadership to ensure the highest level of customer service.
• Assist in Critical Operational Needs for EMS Coverage as well as applicable Special Events
• Represent Medic One at community events as assigned
• Other Duties as Assigned

Qualifications and Education Requirements

• Graduation From High School or equivalent
• Minimum of three (3) years of prior management experience of similar scope
• 21 years or older at time of hire
• Valid driver’s license
• Ability to drive company vehicles with a clean driving record
• Must be available for recall in times of crisis or when needed
• Ability to pass a pre-employment drug test
• Ability to pass a pre-employment background and MVR check
• Ability to speak and write English
• PPD, or QuantiFERON gold
• Professional, outgoing and friendly with excellent customer service skills
• Self-motivated; must have the ability to work independently and complete assignments as instructed with the prescribed routines and standard practices.
• Able to work in a busy, high-stress environment and be able to think/react quickly and effectively in tense situations.
• Able to recall details from numerous informational resources
• Proficient with MS Office (Word, Excel and Outlook) and google applications
• Maintain certifications with timely completion of refresher courses and CMEs
• Remain current on all policies and/or procedures
• Problem solving and excellent critical thinking
• Ability to remain calm under pressure
• CPR
• Successful completion of an EVOS course or ability to obtain in 30 days.
• EMD Certification within 30 days of hire

Preferred Skills

• Previous EMS experience
• Knowledge of medical terminology and writing patient care reports
• Experience with medical transportation dispatch
• Knowledge of radio systems, phone systems, and other applicable emergency dispatch technologies

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