Receive and process emergency and non-emergency medical calls, gather critical information via structured questioning, provide pre-arrival instructions, document incidents in CAD/PCR systems, communicate with public safety and hospitals, and maintain certifications and shift availability. Entry-level position with an extensive training program.
Position Summary / General Scope:
The Call Taker is an entry level position in the Emergency Medical Dispatch and Communications Department. The Call Taker focuses on receiving and processing all non-emergency and emergency medical calls, rapidly gathering relevant information during call screening process, and providing pre-arrival instructions to a caller when applicable to assist in dispatching the appropriate level of EMS responders.
Key Responsibilities
- Provide professional and courteous response while receiving incoming calls from the public, facility staff or other public safety entities requesting emergency and non-emergency assistance.
- Determine the nature, severity and location of the medical emergency through structured questioning and obtain necessary information to determine the appropriate response and priority level.
- Answer all incoming lines within the appropriate and required time periods and respond within the designated time frame.
- Assist callers that have been placed on hold within the designated time period.
- Utilize and maintain competency with CAD systems, properly documenting and maintaining information at all times.
- Maintains accurate, real-time records of calls and incident times.
- Communicate with other public safety agencies, hospitals, public works departments, support services and any other entity as needed to request or forward necessary information.
- Ensure all PCRs are synced as required prior to crew departure.
- Accurately completes repetitive patient and other non-emergent bookings.
- Multitask data entry 30-40 words per minute with active listening during call processing.
- Maintains knowledge of and complies with all company policies, procedures, and guidelines at all times.
- Must maintain a reliable attendance record
- Completes other duties as requested and assigned
Education:
- High school diploma or GED equivalent.
This is an entry-level role which includes an extensive training program. During the initial training the following required certifications will be completed as a part of the program and must be maintained following initial program completion.
Licensure, Certification, Registration:
- EMD Certification
- CPR Certification
- 911 Certification
- Telecommunicator Certification
* All may be obtained internally, required within the initial orientation period upon hire.
Experience:
- 1 Year related experience in a customer service field/environment
- 1 Year related experience utilizing computer systems, including web-based applications and some Microsoft Office applications preferred.
- Preferred telecommunication experience and prior medical terminology training.
Knowledge, Skills and Abilities:
- Excellent verbal communication. Communicates effectively, both verbally and in writing; ability to understand and carry out verbal and written instructions.
- Ability to speak clearly and concisely, providing detailed information under stressful circumstances.
- Ability to record, transmit and report information accurately.
- Analytical skills to gather and interpret data
- Ability to exercise sound judgment and discretion at all times
- Knowledge of medical terminology preferred, not required.
- Ability to work in fast-paced environment and multi-task
- Ability to work well independently and within a team setting
Requirements:
- Day, Evening, Overnight, Weekends and Holidays may be required.
- Ability to meet the essential duties and physical, mental and sensory requirements of the position at all times.
- Comply with UDS drug screening at any and all times
- Satisfactory background check and MA CORI (Criminal Offender Record Information), verification required annually.
Physical, Mental and Sensory Requirements
- Ability to hear various frequencies, distinguish sounds and work in environment with consistent background noise.
- Consistent close eye work and clear vision for screens, color/depth perception, and peripheral vision for data analysis and monitoring.
- Clear, concise verbal communication, potentially shouting or speaking loudly over noise, and active listening.
- Fine finger dexterity, repetitive wrist motion regarding computers and dispatch terminal work for prolonged time periods. (fingering, pushing, pulling).
- Ability to sit, stand and alternate positions for extended periods of time.
- Exerting light force up to 10-25 lbs. for tasks like lifting, carrying, pushing/pulling.
- Ability to work in environment with constant phone/radio calls, interruptions, urgent/emergency situations, and emotionally charged callers.
- Strong multitasking, problem-solving, attention to detail, memory, and emotional stability in stressful environments
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