Dispatch Supervisor

TITLE:  Dispatcher Supervisor

PAY RATE: $25 - $28 per hour

LOCATION: New York, NY

EMPLOYMENT TYPE: Full-Time

SCHEDULE: 8-hour, 10-hour, and 12-hour shifts available Due to the nature of the EMS industry, we operate 24 hours a day, 7 days a week. TMO Dispatchers may be asked to work days, nights, weekends, and holidays as needed.

BENEFITS: 401K, Medical, Dental & Vision Insurance (with company contribution), paid time off for full-time employees.

About Ambulnz by DocGo:

Ambulnz by DocGo is leading the proactive healthcare revolution with an innovative care delivery platform that includes mobile health services, population health, remote patient monitoring, and ambulance services. DocGo disrupts the traditional four-wall healthcare system by providing high quality, highly affordable care to patients where and when they need it. DocGo's proprietary, AI-powered technology, logistics network, and dedicated field staff of over 5,000 certified health professionals elevate the quality of patient care and drive efficiencies for municipalities, hospital networks, and health insurance providers. With Mobile Health, DocGo empowers the full promise and potential of telehealth by facilitating healthcare treatment, in tandem with a remote physician, in the comfort of a patient's home or workplace. Together with DocGo's integrated Ambulnz medical transport services, DocGo is bridging the gap between physical and virtual care.

RESPONSIBILITIES:

• Emergency Call Intake: Receive emergency and non-emergency calls from healthcare facilities, individuals, or other sources and gather necessary information. 
• Resource Coordination: Determine the appropriate level of response based on the nature and severity of the call and dispatch the nearest available ambulance or medical transportation unit. 
• Dispatch Communication: Relay critical information to EMS personnel, including location, nature of the emergency, and any special instructions or precautions. 
• Plans, manages, and reviews the work of assigned dispatch staff for NY Core downstate and participates in the selection of assigned staff
• Provides for the training of staff in work procedures
• Record-Keeping: Accurately document all call details, dispatch information, and actions taken in computer-aided dispatch (CAD) systems or other designated software. 
• Multitasking: Handle multiple calls and incidents simultaneously, prioritize response efforts, and coordinate resources efficiently. 
• Monitor and direct Dispatch staff and tasks, including remote dispatch sites
• Oversees compliant Call Taking, Dispatch and Pre-Billing functions for the assigned market
• Maintains a healthy relationship with all clients
• Stays current with the EMS laws, regulations, and developments
• Prepares a variety of periodic and special reports as required
• Documentation and Reporting: Prepare reports, maintain records, and provide accurate documentation of incidents, response times, and other relevant data for analysis and reporting purposes. 
• Compliance: Adhere to established dispatch protocols, emergency medical service guidelines, and applicable regulations. 
• Maintain and improve customer NPS score
• Other duties as assigned

PREFERRED QUALIFICATIONS:

• Communication Skills: Excellent verbal and written communication skills to interact effectively with callers, EMS personnel, and other stakeholders in high-pressure situations. 
• Active Listening: Ability to listen attentively to callers, gather crucial information, and ask relevant questions to ensure accurate understanding. 
• Medical Knowledge: Basic knowledge of medical terminology, emergency medical procedures, and common medical conditions to comprehend and relay information accurately. 
• Geographic Familiarity: Familiarity with local geography, landmarks, street names, and address systems to provide accurate location information to EMS units. 
• Stress Management: Ability to remain calm, composed, and professional in stressful and time-sensitive situations. 
• Computer Proficiency: Proficiency in using computer-aided dispatch (CAD) systems, mapping software, and other relevant technology tools. 
• Attention to Detail: Strong attention to detail to accurately record information and follow established protocols. 
• Multi-tasking Skills: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. 
• Teamwork: Ability to work collaboratively with other dispatchers, EMS personnel, and various stakeholders. 
• Flexibility: Willingness to work in shifts, including evenings, weekends, and holidays, as EMS operations typically require 24/7 coverage. 

EEO/AAP Statement:  DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences.  DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the applicant a general sense of the responsibilities and expectations of this position.  As the nature of business demands change so, too, may the essential functions of the position.