EMS Dispatcher II (Full-Time) - Hackensack Meridian Health

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

Performs dispatch functions on behalf of the EMS department(s). Coordinates requests for EMS services. Responsible for efficiently and accurately managing incoming and outgoing telephone and radio communications. Acts as a liaison between EMS and those requesting EMS services, such as police departments, fire departments, other EMS agencies, civilians, case managers, social workers, and other facility representatives. Validates requestor information and associated documentation (e.g., PCS forms) and follows up on discrepancies on time. Processes 9-1-1 requests for service, including providing emergency medical call screening and pre-arrival instructions as indicated. Provides dispatch to EMS department units, and interacts with EMS crews. Communicates effectively with requestors, including updates regarding scheduling, delays, and other relevant information. Escalates concerns and conflicts to the chain of command promptly. Performs all other duties assigned by leadership.

A day in the life of a Dispatcher II at Hackensack Meridian Health includes:

• Receives and processes incoming and outgoing telephone and radio communication.

• Differentiates between routine and priority messages, and initiates and follows through on responses as required in a prompt, professional, and caring manner.

• Maintains confidentiality and abides by all HIPAA and patient privacy policies and regulations.

• Complies with all local, state, and federal laws, regulations, and guidelines.

• Records all requests for service through handwritten and computer entries.

   

• Processes requests for 9-1-1 services, including providing emergency medical call screening, and pre- arrival instructions.

   

• Dispatches units through radio, telephone, or other equipment provided, following established protocols.

• Coordinates requests outsourced to partner agencies including maintaining records of outsourced service requests. Escalates concerns and complaints related to outsourced service requests to the chain of command promptly.

• Maintains the status and location of all units and personnel.

• Manages resource requests for large-scale incidents when requested.

• Works with county Office of Emergency Management and NJ EMS Task Force representatives.

• Communicate with and respond to requests from other dispatch centers.

• Communicate and document all relevant information between the prehospital providers and receiving facilities.

• Maintains hospital diversion logs and provides notifications to stakeholders when appropriate.

• Troubleshoot all communications equipment problems and notify the appropriate service agency for repair.

• Submits event reports as needed.

• Validate documentation (e.g., PCS forms) following established protocols.

• Other duties and/or projects as assigned.

• Adheres to HMH Organizational competencies and standards of behavior.

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent program.
• Minimum of 1 year of customer service experience in a health care setting; or, 1 year of experience in dispatching law enforcement, fire department, or EMS services.
• Excellent written and verbal communication skills.
• Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Experience working with case managers and insurance providers.
• Knowledge of county geo-political boundaries, major highways, and landmarks.
• Working knowledge of the radio system and its components.
• Working understanding of radio broadcast procedures.
• Familiarity with FCC Rules and Regulations.
• Familiarity with computer-aided dispatch, dispatch software, UHF/VHF, and other radio frequencies.

Licenses and Certifications Required:

• AHA Basic Health Care Life Support HCP Certification within 3 months of hire.
• Basic Telecommunicator within 3 months of hire.
• Advanced Emergency Medical Dispatch within 3 months of hire.
• ICS 100, ICS 200, Hazardous Materials Awareness within 6 months of hire.

Licenses and Certifications Preferred:

• Emergency Medical Technician or Paramedic Certification New Jersey.

Contacts:

• Regular contact with medical personnel and visitors.

If you feel the above description speaks directly to your strengths and capabilities, then please apply today!