Call Centre Support - Emergency Medical Dispatcher (EMD)

RM 1,800 - RM 2,500 / month

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Job Description:

Receive incoming emergency, urgent and non-urgent calls simultaneously operating the telephony, computer and prioritization systems
Remain updated with back up contingency plans and procedures to accommodate any system failures. Put these procedures into action whenever required
Accurately and promptly analyse information provided by the caller to allow appropriate resources to be prioritized and allocated at the earliest possible opportunity
Based on the caller information ascertained promptly inform the Case Manager/Supervisor of any changes in situation or category that may affect the initial response or crew scene safety
Use effective telephone techniques to deal with emotive incidents from all types of caller, including distressed/angry callers, in a professional, quick and efficient manner
Provide telephone advice and guidance to callers regarding medical and trauma conditions as well as scene safety, using the Medical Priority Dispatch System.
Negotiate responses (including timescales and resource requirements) with other health care professionals (GPs, hospitals, nursing homes), enhancing partnership working wherever possible
Negotiate responses with other ambulance services and other emergency services and agencies (including timescales, resource requirements and rendezvous points) following policies and procedures
Using own judgment and alert the HOD/Supervisor on a variety of issues to include:-

1. Incidents that have potential to become large scale

2. Matters relating to the effective and efficient running of the service

3. Possible complaints

4. Misuse of the service

5. Concerns regarding equipment efficiency