Medcom Supervisor

Supervisory Responsibilities:

Communications Specialist I and II, Customer Care Representatives Objective :

The MedCom Supervisor coordinates the activities of the MedCom staff on their assigned shift to ensure smooth and efficient operations of their assigned dispatch areas of responsibility.

Essential Duties:

Know and support the Mission Statement, Policy/Procedures and standards of MMR. Exercise staff authority over MedCom personnel. Staff authority defined as, but not limited to, provide assistance, counsel and redirect staff. Assist in the selection and development of all MedCom staff. Mentor staff to maximize staff potential. Understand and assist in the development/modification of the System Status Management (SSM) plan to assure adequate response area coverage, reliability and workload distribution. Assist in development and implementation of goals and objectives for the department. Report and communicate regularly to the Operations Manager the strengths and weaknesses of staff under their direct supervision. Assure compliance to the SSM plan and approve any deviation from the plan. Communicate any deviation from the plan to appropriate personnel. Promote and maintain a positive relationship with all corporate supervisors. Assist in the development and implementation of policies and procedures for MedCom. Communicate, follow and assure staff understanding and compliance of all policies, procedures and guidelines of the company pertinent to their job and functions. Coordinate supervisory duties while functioning as a Communications Specialist. Perform other duties as assigned.

Knowledge, Skill and Competency Requirements:

Must hold and maintain a Michigan EMT-Basic license at a minimum EMD certification required Must possess and maintain a current Healthcare Provider certification from American Heart Association Must be able to function as a flight follower Demonstrate the ability to exercise staff authority with logic and consistency Knowledge of all CAD functions, proficient with Windows based applications, reporting processes and support programs Advanced computer skills including the ability to utilize a computer PC with Windows operating system Ability to operate office equipment, including but not limited to, copier, fax machine, scanner, monitor, multi-line telephone, printer, typewriter and calculator Proficiency with Microsoft Word and Excel Skilled in typing, data entry, electronic filing, document retrieval and advanced map applications Knowledge of local, regional and state laws, rules and regulations pertaining to EMS, EMD and ambulance operations Ability to communicate effectively both verbally and in writing, in the English language Ability to remain calm under pressure Ability to make prompt lifesaving decisions Ability to earn and maintain respect from peers and subordinates Ability to anticipate and mitigate stressful situations or problems involving MMR personnel, customers and/or affiliate agencies Proficiency in EMD and quality assurance Computer literacy and knowledge of statistics and data assimilation required Ability to promote, support and foster an environment of teamwork and professionalism at all times Ability to envision, develop and help implement necessary changes based on internal and external pressures to maintain MMR's vision and role as an industry leader Must be able to meet and maintain all requirements of the Communication Specialist II job description Must be able to function as Medical Communications Manager in the event of an emergency or as assigned Must demonstrate critical thinking abilities and multi-task. Attention to detail is essential Must be at least 18 years old

Physical Factors:

Suitable dexterity to operate standard office equipment. Capability to stand or sit for extended periods of time. Must be able to lift 10 pounds.

Working Conditions:

Most work is done in a typical office setting with daily exposure in all other department areas.