Orlando Health

Position Summary

Shift - Days

This Team Member needs to be a self-motivated leader that can direct and coordinate activities of other emergency transfer center an dispatch personnel and report any problems to the appropriate personnel. Monitor all essential functions for current employees and serve as a working lead covering positions in emergency dispatching and external and internal emergent transfers

Responsibilities

Essential Functions

• As a self-motivated Team Member, the individual must adhere to all Standards of Behavior, exhibit excellent customer service skills,

and capable of functioning and working in a cohesive team environment.

• Understands and demonstrates outstanding CTE behavior and attitude, which will support and facilitate the mission, vision, and

values.

• Must be able to work cooperatively with other staff members. Must be able to communicate effectively with professional staff and

provide excellent customer service. (Use this in Essential Functions)

• Must be able to complete tasks as assigned and work independently.
• Responsible for conducting required one-on-one training using approved techniques procedures and educational materials in the

coaching process.

• Position requires individual to adhere to and train team members to communicate with physicians, bed control/patient care

coordinators, house supervisors, clinical staff, air care flight team, and ground team using appropriate designated scripting

techniques.

• Possess excellent customer service and service recovery skills
• Regular duties include normal supervisory duties in the absence of a supervisor; this position will be responsible for monitoring team

member productivity and call recovery time; will include conducting huddles, supporting team members with operational guidance

as needed, and assisting with day-to-day operations when there is not a supervisor on shift

• Performs continuous technical, safety, quality and productivity audits on emergency transfer center staff
• Demonstrate initiative and creativity to continuously improve services, departmental and interdepartmental processes, and any

other activities that affect quality

• Assist leadership in maintaining Joint Commission and CMS regulations pertaining to stretcher, wheelchair, and oxygen tank storage
• Respond to Hospital Incident Command System (HICS) with appropriate equipment and personnel.
• Assisting with training for both TC and AC
• Answering questions or concerns that may arise during shift
• Coordinating breaks and being a part of the escalation patient process with the rest of leadership
• Notifying ETC leadership for any occurrences that requires staff to be sent home
• Ensure all team members have adequate resource to perform their duties
• Round with patients and internal customers to follow up on customer relations issues
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state

and local standards.

• Maintains compliance with all Orlando Health policies and procedures.

Qualifications

Education/Training

• High School Graduate or equivalent.
• Medical Terminology course; or CNA license; or
• EMS Dispatch

Licensure/Certification

State of Florida EMT license may be substituted in lieu of course

Experience

Two (2) years of experience in clinical healthcare setting; or

A State of Florida EMT license may substitute for up to one (1) years of the required experience

1 year of leadership in customer service is preferred

1 Year with the Emergency Transfer Center