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Communication Manager

Butler Medical Transport

Towson, Maryland 21286
Job Type:
Job Status:
Full Time
1st Shift, 2nd Shift, Weekends
  • Manager/Director
  • Dispatcher
Butler Medical Transport
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Job Details

The Communication Manager will work under the Director of Communications in a department that in takes and dispatches over 50,000 calls annually for Butler Medical Transport and its affiliates across 2 states. They will be responsible for helping ensuring on time performance of crews, training new staff performance improvement and quality assurance of the call intake and dispatching processes, as well as system development to improve efficiency within the communication center. Work involves managerial tasks with considerable independent judgment, analysis and evaluation. The Communication Manager is expected to use initiative in coping with unusual situations and circumstances to resolve them. Required to work various shifts, be flexible in hours of attendance including weekends and may be called to duty anytime as emergency response to critical incidents involving the Center or its staff.




  • Must be at Least 21 years of Age

  • Must possess a current driver’s license

  • Must have an acceptable driving record as determined by the company’s insurance carrier

  • Must pass a pre-employment drug screen, and all subsequent random or for cause drug screening

  • Must be available for recall in times of crisis

  • 2 years Supervisory/Managerial experience preferred

  • Supervisory skills and ability relative to personnel matters, including performance evaluation and disciplinary procedures.

  • Exceptional interpersonal skills and the ability to manage multiple priorities.

  • Rescuenet & Rightcad experience preferred

  • Minimum of 2 years working in EMS Communication Center required

    Job Duties

  • Assist in the development and implementation of standard operating practices, policies, and procedures

  • Training and mentoring of new employees to ensure minimum level of proficiency is met for all new employees

  • Evaluation of potential new candidates

  • Promotion and evaluation of promotion for all communication employees to various levels

  • Scheduling of communications center employees a minimum of 35 days in advance

  • Investigating and reviewing complaints involving communications center

  • QA/QI improvement of phone calls daily

  • Assist in the hiring, promotion, transfer, discipline or discharge of department employees in accordance with Company Policy and Procedures

  • Conduct communication center training as required by the DOC.

  • Manage and counsel personnel as directed by the DOC.

  • Manage quality control and ensure staff proficiency

  • Record, research complaints, and forward to the appropriate party for resolution.

  • Ensure that there are no issues that remain open for more than 24 hours without a plan of action

  • Be available for immediate call back in times of extreme weather or local disaster

  • Flexible hours, rotating days & evenings

  • Be available for on call shift and after hours phone calls

  • Other duties as assigned

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