Communications Manger - AMR

Communications Manager

Location: Phoenix, AZ

Why Choose GMR?Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you’ll embark on meaningful work that will make an impact on you and the customers we serve. View our employee's stories on how we provide care to the world at www.AtaMomentsNotice.com.

We’re hiring a Communications Center Manager is responsible for the supervision, coordination and prioritization of all Communications Center activities.  The position has the authority to make necessary decisions in lieu of the Director of Operations.  This position is also responsible for ensuring that standards of performance and client needs are met.  The Communications Manager will ensure that all contractual requirements are successfully integrated into the daily operations of the Communications Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Identify, investigate, and resolve service related issues
• Coordinate with the marketing department to institute and manage fee for service contracts.
• Assist in the development of the communications center to ensure that the contractual obligations of AMR are met
• Act as a representative of the communications department on assigned committees
• Identify systems problems that could cause service related issues
• Effectively communicate with, and motivates employees
• Disburse information and implement department policies and procedures
• Maintain departmental records and reports
• Work with other departments to identify emerging trends
• Participate in programs to enhance AMR’s community image
• Promote high level of morale among department employees
• Assist with development of goals and objectives for the department
• Participate in quality improvement activities; assists in maintaining compliance with all established customer service standards
• Facilitate communications/field problem resolution
• Monitor call accounting software to ensure proper use of staff and equipment
• Serve as a departmental resource, and deals effectively with operational difficulties within the communications center
• Effectively deal with departmental conflicts and provides adequate follow-up
• Maintain departmental records and reports
• Manage and maintain AMR’s system status plan, and assures departmental compliance by all controllers
• Prepare written reports and summaries as requested
• Support and uphold established corporation and departmental policies, procedures, objectives, quality improvement, and safety standards
• Maintain performance levels consistent with departmental standards
• Maintain a calm, non-emotional and professional atmosphere in the communications center at all times
• Maintain competency and enhances professional growth and development through continuing education, conferences, and seminars
• Maintain positive behaviors, approaches, attitude and commitment to interpersonal service toward customers, visitors, and coworkers
• Attend scheduled department meetings and training sessions
• Adhere to all company policies and procedures

MINIMUM QUALIFICATIONS:

• Five years’ experience within a high-profile EMS system.
• 2-5 years’ experience in a Communications leadership role.
• CAD and data entry experience.
• Strong personnel management and staff development skills.
• System Status Management experience.
• Superior verbal and written communication skills.
• Demonstrated technical knowledge pertaining to communications equipment.
• Ability to write and comprehend legal contracts.
• Excellent time management and organizational skills.
• Ability to perform in a high stress environment.
• Ability to interact effectively with internal and external customers.
• Demonstrated knowledge pertaining to CQI and TQM.
• Color Vision: ability to distinguish and identify different colors.
• BS/BA degree in Business or related field desired.
• One-year EMS or Public Safety experience and a strong background in customer relations desired.

Training Requirements:

• IS100, 300, 400, 700, 800 (within 6 months of employment)

Physical Requirements:

• Occasionally: Touching, walking outside, typing 30 wpm.
• Frequently: Walking inside, reaching, kneeling, stooping, bending.
• Constantly: Hearing/listening, clear speech, sitting, seeing.

Mental Requirements:

• Occasionally: Complex reading and writing, memorization, high math skills.
• Frequently: Simple reading and writing, problem solving, judgment, reasoning, decision making.
• Constantly: Analyzing, perception/computation, complex math skills.

Working Conditions:

• Occasionally: Verbal contact with others.
• Constantly: Works with and around others, face to face contact with others.

Job Title: Communications Manager

Department: Communications

Reports To: Director of Communications

Status: Exempt

To learn more about GMR and how our values are at the core of our services and vital to how we approach care, visit www.GlobalMedicalResponse.com.

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.