Ready Responders was founded to empower people to improve healthcare right in their own neighborhoods: we give patients direct access to healthcare professionals, and we give our Responders the opportunity to provide care in their communities. Ready Responders is a non-transport service and provides only on scene care.
Above all, we believe the desire to do good and technology are powerful forces. By combining them, we can make the world a kinder, safer, healthier place one neighborhood at a time.
This localized approach also allows us to help our friends and neighbors with non-life-threatening conditions, connecting them with healthcare options for lasting care within their communities.
About the role
As a Ready Responders Communications Specialist (CS) you will play a critical role on our Medical Operations team, managing and directing incoming calls and other communication from patients, supervisors and medics in the field, and partner organizations. CS's hold a high bar for patient care, operations, and compliance standards: they do whatever it takes to make sure each patient gets the care they need and that each medic is prepared and informed to ensure that.
At Ready Responders, we believe in empowering healthcare professionals to do what the do best: provide the right care, at the right time, at the right place. With your knowledge, skills, abilities, and the equipment and technology we provide, you will deliver high quality community healthcare services to citizens and visitors across Orleans Parish.
What You'll Do
- Respond to calls for service from hospitals, medical facilities, insurance companies, the public, and other agencies via telephone, radio and computer-aided dispatch (CAD) systems and coordinate patient navigation
- Evaluate system workflow, interagency interactions, and other areas which could benefit from process improvement
- Coordinate services and ensure completion of all necessary paperwork
- Conduct direct outreach to potential patients and families
- Generate and evaluate reports to measure efficiency and overall performance
- Properly and efficiently assess calls to determine appropriate course of action: gather critical information; make quick decisions; remain calm, courteous, professional, and respectful at all times
- Disseminate and coordinate communication plans as assigned by Senior Vice President of Operations
- Effectively utilize our software platforms, including computer-aided dispatch system (CADS) to appropriately route and track calls
What You’ll Get
- Unlimited access to online continuing education and professional development courses: EMS, Fire, Nursing, Workplace Safety
- Unlimited access to Ready Responders in-person continuing education and professional development courses
- Full access to the Ready Responders home office: check in with co-workers, and refuel with free coffee and snacks
- A friendly 2:2:3 work schedule - 2 days on, 3 days off, 2 days on, with opposite schedule the following week.
Education and Professional Experience
- BLS Provider certification (required)
- Must be from an American Heart Association or American Red Cross-approved provider
- EMT-Basic certification (highly preferred)
- 2-3 years in a call-taking, communications-focused role (highly preferred)
- High school diploma or GED
Must be able to maintain all required licenses and certifications, and must complete all required continuing education courses, obtain credits, attend trainings, etc. to do so.
- Must be 18 years of age or older
- Must be able to pass a pre-employment drug screen
- Impeccable oral and written communication skills: whether it’s over email, phone calls, in-person meetings, text messages, or smoke signals, you talk and people enjoy listening
- Demonstrated ability to exercise sound judgement in determining appropriate approach to calls and communicating information to involved parties
- Proven ability to independently manage multiple projects and tasks at once, and effectively prioritize in a fast-paced work environment to meet tight deadlines
- Exceptional ability to anticipate and solve problems: identify all aspects and variables, analyze a variety of approaches, anticipate barriers, invest others in solutions
- Patience, compassion, and commitment to ensuring positive and thorough communication with all callers
- Ability to maintain control over phone conversations: help keep the caller calm; save time; attain as much information as possible
- Strong service-oriented mindset: willingness and demonstrated ability to act quickly and effectively to ensure immediate and lasting patient satisfaction, no matter how challenging the situation
- Committed to safety and security at all times: observes safety and security procedures, determines opportunities for increased safety beyond recommended guidelines, immediately reports unsafe conditions
- Must be comfortable with ambiguity, and able to work well without close supervision
- Unwavering commitment to improving the health of New Orleanians, and bringing safety and comfort to communities across the city