EMS Scheduling Coordinator

Job Description

Job Description

We are seeking a dynamic candidate for a Full Time EMS Scheduling Coordinator for a well-established Not for Profit Private Ambulance service. This position will be responsible for building and maintaining an inclusive schedule for all hourly employees. This position must maintain excellent response times to schedule changes, reaching out proactively to ensure proper coverage for all ambulances and operations positions, who operate 24/7/365. In coordination with Leadership, EMS Schedulers will need to determine adequate staffing needs and build schedules accordingly, as well as coordination of shift bids, ensuring that PTO is covered, and coordinate staffing for special events. When to Work experience is a plus, but not required. Excellent communication skills and the ability to build a rapport with staff are critically important to this role. The ideal candidate will have strong analytical and problem-solving abilities, as well as be adaptable, solution-focused, detail-oriented, and highly dependable and provide excellent customer service skills. Please note this is not a remote position, and in-person attendance will be required.

JOB TITLE: EMS Scheduling Coordinator

DEPARTMENT: 60 - Ambulance

REPORTS TO: Division Chief -Ambulance Operations

EFFECTIVE DATE: 9/1/2023 Revised 5/1/2025

SUMMARY: Responsible for building and maintaining an all-inclusive schedule for Coastal hourly employees, including Ambulance, Communications, Logistics, Billing and IT departments. This role needs to maintain excellent response times to schedule changes and actively problem-solve to ensure an adequate number of trucks on the road. This position is best suited for someone who is efficient, adept at problem solving critical-thinking, and has excellent customer service skills.

All Coastal team members are expected to portray a positive presence to the community that is reflective of the company’s values of positivity, inclusivity, and most importantly, making connections for LIFE!

DUTIES AND RESPONSIBILITIES:

• This position is required to maintain the highest standards of confidentiality in regards to electronic records and all forms of proprietary information. Work products and/or protected information will not be shared or otherwise transferred outside of the company without the prior expressed consent of the President/CEO.
• Ensures that all divisions are properly staffed to maintain on-time performance. Foresees challenges with upcoming schedules and communicate with personnel to fill gaps in the schedule.
• Schedules staff appropriately by understanding their availability, while taking into account the needs of the company and creating a mutually beneficial schedule.
• Assists with orienting new hires matching them with a Training Officer based on their availability and ensures that trainees receive appropriate training in an acceptable period.
• Monitors and manages PTO, shift changes, shift swaps, call out replacement, etc. for all field staff.
• Oversees hours to moderate overtime and ensure field staff meet their minimum hour requirements.
• Coordinates with Operations, Communications, and other departments to ensure coverage for special events.
• Performs data entry with a high degree of accuracy.
• Observes and complies strictly with all HIPAA policies and regulations.
• Works closely with Executive Team members to develop, monitor, and attain annual corporate goals.
• Maintains a safe and healthy workplace in accordance with all appropriate OSHA standards, company policies and standard operating procedures.
• Attends internal/external meetings and/or public events as needed.
• Performs other related duties as assigned by management.
• Regular and prompt attendance is required
• Aligns with organization mindset of Just Culture
• Works with the organization to meet the standards set forth in CAAS
• Presents professional appearance and demeanor.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

QUALIFICATIONS:

• High school diploma or general education degree (GED), required.
• Associate's Degree or higher desirable.
• Operations Scheduling experience preferred
• Excellent verbal and written communication skills.
• Strong data entry skills.
• Must be able to read/write/speak/understand English language fluently.
• Computer skills required: Microsoft Office; Scheduling software
• Previous experience in a high-volume, high-demand environment
• Standard/specialized office equipment and computer software programs related to office processes.

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Communication – Speaks and writes clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly; Maintains confidentiality.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand/walk/stoop
• Frequently required to sit for prolonged periods
• Continually required to utilize hand and finger dexterity
• Frequently required to talk or hear
• The noise level in the work environment is usually quiet
• The employee must occasionally lift and /or move up to 15 pounds
• Coastal is a 24/7/365 operation. As a healthcare organization, any employee may be requested or required at times to work outside of their traditional ‘business hours’ as scheduled by management. This may include evenings, nights, weekends, holidays and/or man-made or natural disaster situations, such as hurricanes, tropical storms, or Mass Casualty Incidents (MCI).

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will be working a rotating 12-hour shift (84 hours biweekly with every other weekend off) as needed for operational needs. This position is Full Time, hourly, non-Exempt.