Communication Center Supervisor

Directly supervise the assigned shifts day-to-day operations of the Community Care Ambulance (CCA) Communication Center, ensure Telecommunicator performance and staffing is consistent with internal and external guidelines and protocols. Support interdepartmental collaboration and teamwork with departments and staff to achieve internal and external customer superior satisfaction. This position is of the supervisory team that develops and implements the vision, mission, direction, and strategies to achieve the goals of CCA.

Perform the duties of the Communications Center Shift Supervisor in a safe, dignified, and compassionate
manner including, but not limited to:

• Be able to carry out the duties and responsibilities of the Telecommunicator Job Description.
• Assist in the hiring, training, discipline, and release of Communications staff.
• Knowledge of Community Care Ambulances policies, procedures, and protocols to model utilization while managing compliance with the policies, procedures, and protocols.
• Assist in developing guidelines and procedures as needed to achieve established performance standards.
• Coordinate and modify processing of calls coming into the center to assure optimum efficiency.
• Extract, compile, analyze and report on various data sources for the development of clinical and operational metrics and trends.
• Develop, produce and maintain all requested reports.
• Develop and maintain strong collaboration with other departments leadership to create a cohesive, innovative team.
• Be knowledgeable and able to perform aspects of scheduling duties.
• Responsible for co-developing and supervising all QA/QI systems for all clinical and operational tasks within the Communications Center.
• Perform audits and measure call-intake ratios and volumes to assure our internal guidelines are set to meet expectations as call flow changes.
• Perform audits and measure call processing times for Telecommunicators to assure internal guidelines are set to meet expectations.
• Monitor and audit CAD data to assure appropriate medical necessity information is obtained.
• Review all current statistical reporting structures produced by the Communication Center to assure consistent accuracy of data.
• Interpret operational metrics and trends for all Community Care Ambulance operations; report and make recommendations for education and improvements based on these findings.
• Assist in development and implementation of educational programs for the Communication Center to assure high quality education and continuous development of the staff - Customer Service, QA, resource utilization and Telecommunicator specific classes.
• Assist in development of short and long-range goals and make recommendations to department leadership.
• Participate in the development and delivery of education initiatives with the implementation of new policies, workflow process or new customer initiatives.
• Be knowledgeable and able to perform aspects of Quality Assurance/audit duties as assigned by the manager.
• Assure efficient information systems tools are in place to measure total operational performance.
• Collaborating with Information Technology, ensure maintenance of all Communication Center equipment.
• Assure daily customer satisfaction through effective communication and service meeting customer expectations.
• Identify business opportunities and collaborate with management to capitalize on identified opportunities.
• Responsible for ensuring liaison and good relations with government, industry, public safety agencies as well as health care facilities and the public as assigned.
• Provide some public education as requested and needed.
• Maintain Staffing levels and fill daily schedule vacancies to maintain appropriate staffing levels.
• Oversees completion of day-to-day housekeeping duties.
• Trains new employees and coordinates their training needs with the Manager; completes Daily Observation Reports to record training progress.

• 18 Years of age or older.
• High School Diploma or equivalent.
• Successfully pass a drug test and a criminal background check.
• Valid Drivers License and be able to meet CCAs Insurability requirements.
• Have a high degree of regular and predictable attendance.
• Ability to read, interpret, and follow verbal and written instructions.
• Ability to read, write, and speak English fluently and correctly.
• Successfully complete an on-the-job training and/or orientation program.
• Must have the ability to meet or exceed the essential functions of this position with or without reasonable accommodations.
• Must maintain all certifications and licenses required for this position throughout employment.
• Bachelors Degree in business, healthcare management or related field preferred.
• Required to complete a Communication Center Supervisor course (as approved) within six-months of accepting this role.
• Requires three to five years of administrative/managerial experience or equivalent work history within a communication center.
• Must possess a working knowledge of industry laws, rules and regulations.
• A different combination of education and experience may be acceptable if deemed equivalent.
• Knowledge and/or experience with integrating medical transportation services and healthcare systems is highly preferred.
• Required to obtain EMD-Q or EFD-Q certification as determined by the manager within six-months of accepting this role.
• Required to obtain Communication Training Officer Certification (as approved) within six-months of accepting this role.
• Knowledge of Telecommunications and/or 911 dispatching operations.