Call Taker

Position Summary: The primary job responsibilities of the Call takers are to receive telephone calls requesting transportation from residences, public service agencies and/or medical facilities. In addition, a call taker will make phone calls to update, add to, inform and facilitate Trip2 customers.

Essential Functions:

• Receive and prioritizes all incoming telephone calls.
• Efficiently communicate incoming information accordingly in a timely manner.
• Demonstrates the ability to make accurate moment to moment decision making in regard to priority and communications.
• Participate in training programs as required.
• Perform basic data entry; demonstrate ability to learn new computer programs and perform some advanced data entry.
• Data verification as directed by the Supervisor
• Obtain and relay phone messages for Company Administrative personnel
• Identify potential issues as they relate to daily call volume.

Additional Duties:

• Attends all communication meetings.
• Constantly maintain a positive, professional, and courteous demeanor towards all Trip2 customers, patients, and personnel.
• Assist with providing information for investigations of incidents as required.
• Perform other job related duties as assigned by Supervisor.

Qualifications:

• Strong interpersonal and communication skills with an ability to work effectively with a diverse range of individuals, teams, managers, supervisors, and external customers.
• Must have computer competency including proficiency with Microsoft Suite, and understanding of database programs.
• Typing 40 wpm (minimum).
• Must have the ability to consistently deliver outstanding customer service to all internal and external customers.
• Highly dependable and ability to meet internal deadlines consistently.
• Strong organization skills and attentiveness to detail.
• Flexible and adaptable, willing and able to adjust to rapidly changing priorities.
• Must have the ability to work independently as well as in groups.
• Ability to maintain a professional manner and appearance at all times.
• Must have the ability to distinguish color differences as the CAD computer uses multiple colors to distinguish the status of ambulances.
• Have no non-correctable deficiency in normal vision.
• Be able to function in a high stress environment where the work goes from minimal to overload within moments.
• Have no hearing impairment that would interfere with using a normal telephone and/or working a radio channel simultaneously.
• Must have a mature, courteous, and decisive nature in order to provide maximum customer service under stressful conditions.

Physical Requirements:

The physical demands described here are representative of those that must be met by the individual to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee must regularly lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Occasionally: Must have the ability to lift, carry and balance up to 15 pounds.
• Frequently: Good manual dexterity, typing wpm 40, with the ability to perform all tasks related to the position of Dispatcher.
• Constantly: Ability to sit and stand for extended periods of time, possess hand-eye-foot coordination and color recognition.

Equipment Operated:

• Occasionally: Fax machine, copy machine, hole-punch, calculator.
• Frequently: Printer, telephone, clock.
• Constantly: Computer

Environmental Conditions:

While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to risk of electrical shock. The noise level in the work environment is moderate to loud.

The statements in this document are intended to describe the general nature and level of work performed by individuals assigned to the classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. This document in no way constitutes a contract of employment. Trip2 reserves the right to modify job descriptions, policies or any other procedural documents at any time, for any reason without prior notice.