Call Center Lead

Our mission of providing care to the world at a moment’s notice is at the heart of everything we do. We are caregivers, first and foremost and we will be there when you need us.

With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world. We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.

At ComTrans we are a non-emergency transportation solution. We manage the dispatching and same day call center for the Ride 2 Care program while also supporting our contract partners in specialized trips. 

JOB SUMMARY

The Call Center Lead is responsible for overseeing, coordinating, and prioritizing all Dispatch and Communications Center activities.

SCHEDULE:

SCHEDULE 1: Thursday-Monday 06:00-14:30 

COMPENSATION: Regular- Full-time; $23-24.10 per hour/non-exempt position. 

ESSENTIAL FUNCTIONS/DUTIES

• Employ thorough knowledge of all Dispatch and Communications Center functions, including but not limited to routing, scheduling, mapping, reporting, and compliance.
• Assist in the development of and training of personnel to ensure that the contractual obligations of the company are met.
• Monitor phone queues and communicate with providers and community partners to resolve service-related issues.
• Accurately complete all shift paperwork, including status and call time reports.
• Maintain a current working knowledge of all company policies, protocols, procedures, rules, and regulations.
• Perform other duties as assigned.

QUALIFICATIONS

Experience:

• Minimum 1 year of experience within a Dispatch/Communications Center/leadership role.
• Phone correspondence and customer service experience.

Education:

• High School Diploma or equivalent (GED).

Skills:

• Strong personnel management and staff development skills.
• Effective oral and written communications skills.
• Effective interpersonal and problem-solving skills.
• Effective time-management and organizational skills.

WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS

Working Conditions:

• Office environment.
• Use of phones, computers, and printers.

Physical Demands:

• Prolonged periods of sitting.
• Hearing, listening, speaking, seeing.

Mental Requirements:

• Problem-solving, reasoning, decision-making.
• Complex reading and writing, memorization, math skills.

GUIDING VALUES AND BEHAVIORS

Employee must consistently exhibit our guiding principles:

• Patient Care – We continually earn the privilege to care for our patients. It is at the forefront of everything we do.
• One Team – We respect each other and achieve together what no individual can alone.
• Innovation – We are driven to develop solutions that inspire progress.
• Vigilance – We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.
• Ownership – We are accountable for what we do and take pride in how we do it.
• Citizenship – We are dedicated to being good stewards in the communities we serve.

RELATIONSHIPS

Reports to: Call Center Manager

Interrelationships: EMTs, NEMT Drivers, Supervisors, Managers, Dispatchers.

If your passion is coordinating patient care missions where every second counts, apply today!

EEO Statement

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.

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