Lead Dispatcher

Job Description:

About the Role

This role is a senior part of the Care Traffic Control department, which provides 24/7 access to care and support of care delivery across the org.  The Lead Dispatcher is a supervisory position supporting 6-10 remote dispatchers, collectively operating a 24/7 dispatch operation.

Responsibilities 

• Cityblock delivers integrated primary and acute medical care, behavioral health and social care, powered by relationships and designed to advance equity in access and outcome. By delivering these acute and longitudinal services in-home through a combination of digital and in-person connections, we can allow members to stay at home and out of the hospital. 

• The Lead Dispatcher will empower the team to calltake, coordinate patient flow and field resource assignment, and maintain currency in key process, concepts, and skills

• Serve as a super user and trainer on internal scheduling, dispatch, coordination systems as well as Talkdesk or other call center applications to provide best-in-class customer service. 

• As a supervisor, you will conduct formal performance reviews using quality rubrics, data, and quality assurance systems

• Working with the Senior Manager and other Cityblock stakeholders, you’ll help train Dispatchers to educate members on our virtual services, coordinate verbal and electronic consents to treat, conduct assessments, and enable access to care.  You’ll draft development and advancement opportunities for implementation within the department.

• You are: 

  • Passionate about improving health care delivery to marginalized and underserved populations

  • A model of self-governance, teachable attitude, and ownership

  • Excited about how technology can support your work and help drive the ongoing evolution toward a new and better health care system

  • Emotionally-resilient and can successfully interact with customers in various emotional states

• You are service oriented, and have demonstrated the ability to learn, teach, and lead others in doing the same

• You have:

  • Excellent communication skills, including the ability to effectively interact with members and colleagues alike. 

  • Experience as a supervisor

  • Prior Communications Training Officer, Field Training Officer, Public Safety Telecommunicator I Instructor, with formative experience in the direct provision of services 

  • The ability to think quickly and solve problems in the moment

Requirements for the Role 

• Education

  • Minimum: High school Diploma or GED

    • Plus: Federal Emergency Management Agency IS-201.A, IS-242.A, IS-922.A, 

  • Preferred: Associates Degree 

• Licensure

  •  N/A

• Experience

  • 5+ years in any of the following fields:

    • Emergency Medical Services

    • Fire Suppression with medical responsibilities

    • Public Safety Access Point (Dispatch center,) operational command center, ambulance dispatch

  • At least two years of the recent, paid work experience must have included supervisory responsibilities.   

• Certification (s)

  • None required

• Credentialed Role 

  • No

• Physical Requirements

  • Sitting- remaining in a seated position

  • Standing or walking

  • Alternate sitting or standing

  • Keyboarding

• Additional Requirements

  • Employees will possess a home work environment free of distractions, secluded for the privacy of member information, and occasional access to private or public transportation as needed for work assignments.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave.