Communications Supervisor

COMMUNICATIONS DISPATCH SUPERVISOR

Full-Time, Exempt

SUMMARY: Reporting to the Director of Communications, the Communications Supervisor functions as a resident, communications, and customer service expert. The Portland Communications Center is a leader in developing and implementing new technologies and processes to better serve our customers. The Communications Supervisor will assist in the oversight, direction, and evaluation of the delivery of customer service the communications center by being a leader of quality and process improvement activities, training and continuing educational needs as determined by evaluation, and related processes of continuous quality improvement to enhance customer services.

This person is a key member of the Communications Center team, which provides 9-1-1 response, ALS, BLS, CCT and Wheelchair services for AMR's service areas in the State of Washington.

Provides daily leadership, supervision, and guidance to the assigned team members of the Communication Center. Responsible for ensuring superior service for our customers by providing information, feedback and coaching to team members. Supports Communication Center service level standards by holding teams accountable for results as well as flawless execution of inbound calls, assignment of calls, and associated performance metrics. Creates and supports a culture of inclusion and diversity, ensuring all actions are in complete alignment with AMR practices, policies, and values as well as state, federal and regulatory requirements.

This person will promote a positive working environment in the communications center, role models customer insuring incorporation of AMR's mission, vision, strategies, and goals.

KEY RESPONSIBILITIES include the following. Other duties may be assigned.

Achieve Results

• Ensures team compliance with communication center interaction and performance standards for customer experience, interaction and call quality, productivity, and key performance metrics.
• Take escalated calls as needed and ensure to answer team member questions / inquiries real-time to resolve customer concerns / issues.
• Keeps immediate management informed of the performance and opportunities.
• Ensures proper tools and equipment are provided to and performing to standard for assigned team members.
• Manage team member attendance including approving timecards and following up with team members as necessary on unapproved time missed.

Operational Excellence

• Supervises the daily shift operations of the center, including participating in selection, education, and quality assurance of assigned team members.
• Initiate action plans, initiatives, incentives, etc. to continuously improve individual and team performance/retention.
• Collaborate with peers, team members, and direct supervisor on how to improve team and center performance.
• Share best practices with all teams.
• Ensure all medical data, patient information, and clinical outcomes measures are properly collected, reported, and maintained consistent and compliant with requisite laws and regulations.

Relationships

• Build and maintain positive working relationships with internal and external customers, and one that attracts, grows, and retains high- quality team members.
• Provide regular coaching / feedback session with team members to identify opportunity areas, reinforce strengths, and create action plans to drive better performance.

Leadership/Supervision, Stewardship... 'Citizenship'

• Lead, motivate, supervise, and develop assigned team members.
• Escalate concerns that impact the team's and / or an individual's performance, pay, etc. in real time.
• Ensure timely cascade of updates/changes in actions plans, incentives, initiatives, policies, procedures, etc. to all team members.
• Support and uphold all policies, procedures, and protocols associated with the operations of the AMR organization.
• Continuously develop self and complete any required supervisor/leader education as agreed to or assigned.

Qualifications

Critical Knowledge and Skills:

• Dynamic leader, preferably with 1-2 years supervisory experience in a Customer Service / Call Center environment.
• Thrives working in and leading teams.
• Collaborative work style with the ability to build strong working relationships at all levels within the organization.
• Ability to effectively handle conflict.
• Demonstrated strong interpersonal skills, including oral and written.
• Demonstrated strong problem solving and analytical skills.
• Good organizational and prioritization skills, planning abilities, the ability to effectively utilize performance metric, and meet deadlines.
• Effective decision-making skills and ability to use appropriate judgment.
• Demonstrated knowledge of computer software including Computer Aided Dispatch and MS Office Suite.
• Demonstrate accountability and responsibility for job requirements.
• Experience in an emergency management environment a plus.

Education / Licensing / Certification:

• Associate's degree in healthcare or business administration, or related field of study preferred.
• Ability to obtain certification as an NAEMD EMD and ED-Q
• Emergency Medical Dispatch (EMD), EMT, or Paramedic training preferred.

The Shift Supervisor role is performed on-site while situated in a cubicle and seated at a desk. Supervisors are co-located in the same immediate area as the team members who report to them. This role requires up to 30% of their time walking in the immediate area to ensure employees are on task. There is no lifting/pushing/pulling associated with the role; however, reaching and carrying items (less than 5 lbs) commonly found in an office environment might be required.

The desktop work environment is generally a typical computer (PC) workstation with monitor(s), mouse, and keyboard. In addition, a telephone/ headset are used daily. All employees have ergonomic office chairs. Near vision (monitor), hearing (phone) and talking are also occupational requirements.

Why Choose AMR? AMR is one of Global Medical Response's (GMR) family of solutions. Our GMR teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. View the stories on how our employees provide care to the world at www.AtaMomentsNotice.com. Learn how our values are at the core of our services and vital to how we approach care, and check out our comprehensive benefit options at GlobalMedicalResponse.com/Careers.

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.