SUMMARY OF POSITION
Reporting to the Communication Cener Director (CCD), the Communication Center Supervisor for Apollo plays a critical role in ensuring seamless coordination of air medical operations. This position requires exceptional customer service skills and the ability to lead and support a diverse team within a fast-paced, high-stakes environment. The Supervisor is responsible for overseeing daily communication center operations, managing staffing and workflow, and maintaining high standards of professionalism, efficiency, and safety. Acting as a key liaison between the public, medical crews, and internal staff, the Supervisor always represents Apollo MedFlight with integrity and professionalism.
ESSENTIAL JOB DUTIES
Supervises the daily operations of the Apollo MedFlight Communications Center.
Assists the CCD in planning, developing, implementing, and managing communication policies, procedures, and practices by reviewing current practices, laws, regulations, staffing, and equipment to ensure compliance.
Assists in creating new, and recommending revisions and updates, to standard operating guidelines and procedures.
Supervises and monitor work performance by directing employees and overseeing placement, training, scheduling, conduct and performance.
Evaluates assigned staff, processing employee concerns and problems, scheduling and directing work, counseling, and discipline.
Assists the CCD with handling personnel problems, discipline, grievances, and performance evaluations.
Oversees the shift employees, directs and assigns responsibilities, develops work schedules, shift assignments, and training schedules.
Assists the CCD in evaluating equipment, develops specifications and makes recommendations for upgrading or replacing.
Ensure feedback to staff is provided on an on-going basis. Monitors dispatch radio traffic, analyses call trends, observes, inspects, and monitor behavior of subordinate
employees to ensure compliance with departmental standards, performance and conduct.
Assists the CCD in tracking communication goals, objectives, and performance measures.
Serves as the partner liaison for all communication center needs and is expected to provide appropriate data to the partner and attend regulatory scheduled quality improvement meetings.
Serves as the liaison with our ground ambulance partner, Allegiance Mobile Health, leading the integration with their remote capabilities into our remote communication center.
Assist in monitoring and further developing the radio capabilities for the Apollo MedFlight program, ensuring functionality and exceeding customer service expectations.
Serves as the Apollo MedFlight liaison with the BSA patient transfer center.
Coordinates with Apollo MedFlight air and ground program communication centers ensuring all safety of flight consideration are met for all multi-use helipads.
Perform other related duties incidental to the work described herein.
MINIMUM REQUIRED QUALIFICATIONS
• High School diploma or equivalent
• Valid State issued Driver license.
• Two or more years’ experience with Ground and Air Medical Operations
• Two or more years’ experience with Dispatch or Call Center Operations
• IAMTCS (International Association of Medical Transport Communication Specialist) Certified Flight Communicator or within 4 months of hire
• Must be willing to relocate to the area where the Communication Center is located.
• Must Be able to pass a federal background check and a DOT Pre-employment drug test.
PREFERRED QUALIFICATIONS
• Undergraduate degree preferred.
• Two to five years progressively responsible related experience.
• Any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities to perform the essential functions of the job, will be considered.
• Certified as a TEXAS EMT, EMD or IAMTC
o Maintain Certification through continuing education
WORKING CONDITIONS/ENVIRONMENT
Inside, office environment.
Must be ablet o cover shifts with short notice / on call.
Must be able to remain stationary sitting position greater than 50 of the time.
Constant verbal and written communication with customers, air medical crews, and staff to achieve operational goals.
Supervises the daily operations within the communication center, ensuring workflow efficiency and quality of standards are maintained.
May handle urgent, high-pressure situations requiring quick decision-making and coordination of emergency services.
Use of multiple communication devices, such as radios, telephones, and computer systems, is required.
Shifts may involve workloads, including peak periods requiring heightened attentiveness.
Compliance with safety protocols and regulatory stands for air medical communications is mandatory.
