EMS Customer Service Coordinator #1839 - Emergency Medical Services - Public Safety Division

Departmental Promotional Posting OpportunityThis is a departmental promotional posting opportunity. Only current employees of Hamilton County Emergency Medical Services (EMS) Department will be considered for this position. Hamilton County Emergency Medical Services (EMS) has a responsibility to respond quickly and efficiently in the event of a crisis, disaster, or other public emergency. Hamilton County EMS maintains a call system to store contact information and mobilize staff in the event of an emergency. All Hamilton County EMS employees are responsible for ensuring their contact information is current and they are accessible should an emergency need arise. During a public emergency, all staff are required to respond should a call to mobilize be made. Please note, during a public emergency, work hours for any and all Hamilton County EMS employees are subject to modification to meet the needs of the community.TasksPerforms a variety of customer service functions and duties. Investigates, reviews, assesses, and evaluates customer service complaints, whether from an internal or external source. Creates a report of the complaint and reports findings to supervisory staff as needed. Writes policies and procedures to develop curriculum for new customer service policies. Develops, maintains and monitors records and files. Serves on committees within the community to promote programs/activities. Sets up and arranges medical staff for special events within the community. Services as a Liaison with area hospitals, first responder agencies and other community organizations, for Hamilton County EMS. Coordinates and manages the Quality Assurance program and functions as the chair in the absence of the Medical Director. Serves on action review committee to investigate accidents. Assists in training of HCEMS personal. Performs other related duties as assigned.Knowledge, Skills, Abilities, and Other CharacteristicsKnowledge of applicable State of Tennessee statutes, rules, administrative orders, policies and procedures, applicable federal rules, and requirements. Knowledge of Hamilton County policies and procedures. Knowledge of basic principles and practices of record keeping, file and record management. Knowledge of community and service resources. Knowledge in personnel safety practices. Knowledge in vehicular safety practices. Knowledge in bloodborne pathogen protection and practices. Skill in establishing and maintaining cooperative working relationships with employees, the public, County departments, interested parties and the public. Skill in communicating and producing documents and reports for public dissemination. Skill in identifying and applying operational standards for the program. Skill in maintaining records and files of compliance to and status of individuals. Skill in operating a personal computer utilizing a variety of software applications. Possess good phone, verbalization, and grammatical skills. Skill in effectively communication in both oral and written form.Minimum QualificationsA Bachelor's degree in Emergency Medicine or a closely related field plus three (3) years of direct work experience as a paramedic. Must possess a valid driver's license, Class D in Tennessee, or the equivalent from the employee's state of residence. OR An Associate's degree in Emergency Medicine or a closely related field plus five (5) years of direct work experience as a paramedic. Must possess a valid driver's license, Class D in Tennessee, or the equivalent from the employee's state of residence. OR The equivalent of a high school diploma or a closely related field plus seven (7) years of direct work experience as a paramedic. Must possess a valid driver's license, Class D in Tennessee, or the equivalent from the employee's state of residence.Additional requirements: In addition to the minimum qualifications, applicants for this position must pass: 1) A physical ability test to determine their ability to perform required physical job duties; 2) A written exam determining medical knowledge and decision-making abilities; 3) An oral interview to evaluate poise, presentation, and verbal skills. Must be able to obtain certification in Emergency Vehicle Operations Course (EVOC) provided by the County and maintain certification. Incumbents must be able to obtain and retain all certifications and licenses required by the State of Tennessee. Safety sensitive: This position has been identified as "safety sensitive" under the definition of 49 CFR Part 40-Department of Transportation Workplace Drug and Alcohol Policy. This position will be subject to drug and alcohol testing for the following: 1) post offer pre-employment 2) when there is reasonable cause 3) after an on-the-job accident or contributing to an accident 4) on a random basis 5) prior to return to duty after suspension and/or 6) as follow-up. This is additional and also subject to the Rules and Regulations of The Employee Handbook. Physical requirements: Work requires good physical fitness with the ability to function effectively in heavy and cumbersome protective gear; the ability to lift and carry heavy, bulky items, equipment, materials, supplies and people weighing up to 150 pounds (300 pounds as a 2-person team) in unpredictable weather conditions over varying terrain. There is also a risk of bodily harm and potential exposure to infectious diseases, toxic fumes and chemicals. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. The position requires significant physical strength and dexterity and the ability to function in very adverse environments with exposure to numerous safety risks typically found at emergency scenes.