Orlando Health
Emergency Communications Coordinator Lead
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Emergency Communications Coordinator Lead
role at
Orlando Health .
Position Summary:
This Team Member is a self‑motivated leader who directs and coordinates activities of emergency transfer center and dispatch personnel, reporting any problems to appropriate personnel. The individual monitors essential functions for current employees and serves as a working lead covering positions in emergency dispatching and external/internal emergent transfers.
Responsibilities
Adhere to all Standards of Behavior, exhibiting excellent customer service skills.
Work cooperatively with staff members; communicate effectively with professional staff and other staff.
Provide excellent customer service and complete tasks independently.
Conduct required one‑on‑one training using approved techniques, procedures, and educational materials in the coaching process.
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.
Maintain normal supervisory duties in the absence of a supervisor, monitor team productivity and call recovery time, conduct huddles, support team members operationally, and assist with day‑to‑day operations.
Perform 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 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.
Assist with training for both TC and AC.
Answer questions or concerns that arise during shift.
Coordinate breaks and participate in escalation patient process with rest of leadership.
Notify ETC leadership for any occurrence requiring staff to be sent home.
Ensure all team members have adequate resources.
Round with patients and internal customers to follow up on customer relations issues.
Maintain reasonably regular, punctual attendance per Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
Maintain 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 substitute for the course requirement.
Experience
Two (2) years of experience in a clinical healthcare setting; or a State of Florida EMT license may substitute for up to one (1) year of required experience.
One year of leadership in customer service preferred.
One year with the Emergency Transfer Center.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Marketing, Public Relations, and Writing/Editing; Hospitals and Health Care (Industry).
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Emergency Communications Coordinator Lead
role at
Orlando Health .
Position Summary:
This Team Member is a self‑motivated leader who directs and coordinates activities of emergency transfer center and dispatch personnel, reporting any problems to appropriate personnel. The individual monitors essential functions for current employees and serves as a working lead covering positions in emergency dispatching and external/internal emergent transfers.
Responsibilities
Adhere to all Standards of Behavior, exhibiting excellent customer service skills.
Work cooperatively with staff members; communicate effectively with professional staff and other staff.
Provide excellent customer service and complete tasks independently.
Conduct required one‑on‑one training using approved techniques, procedures, and educational materials in the coaching process.
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.
Maintain normal supervisory duties in the absence of a supervisor, monitor team productivity and call recovery time, conduct huddles, support team members operationally, and assist with day‑to‑day operations.
Perform 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 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.
Assist with training for both TC and AC.
Answer questions or concerns that arise during shift.
Coordinate breaks and participate in escalation patient process with rest of leadership.
Notify ETC leadership for any occurrence requiring staff to be sent home.
Ensure all team members have adequate resources.
Round with patients and internal customers to follow up on customer relations issues.
Maintain reasonably regular, punctual attendance per Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
Maintain 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 substitute for the course requirement.
Experience
Two (2) years of experience in a clinical healthcare setting; or a State of Florida EMT license may substitute for up to one (1) year of required experience.
One year of leadership in customer service preferred.
One year with the Emergency Transfer Center.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Marketing, Public Relations, and Writing/Editing; Hospitals and Health Care (Industry).
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