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Communication Center Manager


St Paul, Minnesota 55106
Job Type:
Job Status:
Full Time
  • Allied Health - Exercise Related
  • Communications
  • Emergency
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Job Details

Our state-of-the-art Communications Center is the hub of HealthEast Medical Transportation. It is the first point of entry for all emergency and non-emergency calls. When seconds count, dispatchers quickly determine the closest available unit. Using Global Positioning System (GPS) technology, ambulances are tracked by location.

This position provides operational supervision of the Medical Transportation Communication Center. Assures a high level of technical proficiency and professionalism while maintaining a high level of customer service and positive patient experience. Creates and maintains an environment of employee development and engagement.

To learn more about HEMT (Healtheast Medical Transportation):


  • Ensures policy compliance by dispatchers and communication specialists

  • Ensures accurate triage and effective deployment of medical transportation resources in compliance with policy and procedure

  • Assures accurate data entry and collection and assists with the development of data reporting

  • Investigates and resolves concerns related to request for service and dispatch of medical transportation resources

  • Acts as liaison between HealthEast Medical Transportation and its MedKab, BLS, ALS, and Critical Care transport contract stakeholders as it relates to delivery of medical transportation resources

  • Acts as liaison between HealthEast Medical Transportation and Dakota County Communication center

  • Participates in planning and strategy sessions

  • Collaborates with area communication centers on best practices

  • Investigates and researches technology improvement opportunities

  • Hires, mentors, disciplines, evaluates and manages performance of assigned staff

  • Escalates sensitive employee issues to next level leader

  • Creates and manages communication center staff schedules based on anticipated demand levels

  • Assures and maintains designated minimum communication center staffing levels

  • Assures accurate and efficient timekeeping for communication center staff

  • Develops and maintains a robust quality assurance and improvement program

  • Develops matrix to track data to assure performance compliance

  • Reports daily, weekly, monthly and quarterly performance statistics for leadership team evaluation

  • Actively participates in creating and implementing improvements including but limited to growth initiatives, quality improvement, and service line advancement

  • Performs statistical analysis of data from HealthEast Medical Transportation (HEMT) databases and provides objective interpretation of the results to the end user

  • Responds to and works with end-user requests for specialized report creation, modification and information

  • Coordinates with HEMT and corporate IS to trouble shoots work related to the Zoll Data Management Console (Dispatch and Billing), Driver tracking and feedback systems, MDT Operating system vehicle tracking and navigation, Tablet and CAD reporting updates, EMS equipment updates, OMG hardware and software

  • Provides supervision and work direction on assigned shift or within department

  • Hires, terminates, disciplines and evaluates and manages performance

  • Escalates sensitive employee issues to next level leader

  • Assists with the day to management of timekeeping, payroll equipment and other operational expenses

  • Fosters a culture of improvement, efficiency and innovative thinking

  • Maintains knowledge of, and complies with, all relevant laws, regulations, policies, procedures and standards

  • Performs other responsibilities as needed/assigned


  • Bachelor's Degree preferred

  • 4 years of related experience

  • Strong working knowledge of hardware and software technologies utilized in computer-aided-dispatch, telecommunications, mobile communication, driver monitoring systems used by HEMT and the data those systems generate

  • Strong leadership and management skills

  • MS Office, Access and other database products

  • Recognizing that staff development is an essential building block for organizational success

  • Establishing performance goals and objectives, monitoring progress against agreed upon metrics, and providing accurate behavioral feedback in a manner that maintains self-esteem

  • Inspiring others to embrace change by displaying the proper attitude toward change while helping others to understand the need for and benefits of change

  • Engaging key stakeholders in the communication and planning processes to ensure buy-in

  • Being flexible and adaptable in the face of organizational change

  • Identifying and developing efficient and effective ways of approaching problems or new organizational initiatives

  • Assessing situations and making decisions while considering the implications for his/her domain

  • Using sound judgment and fact-based analysis to develop solutions that meet organizational goals and objectives

  • Demonstrating insight into the emotions and motivations that underlie human behavior and using those insights to build effective relationships with others

  • Expressing self-awareness, personal responsibility, and confidence

  • Developing and implementing systems designed to maximize personal, team, and organizational success

  • Achieving quantifiable and measureable results across a variety of tasks despite obstacles, risks, distractions, or pressure

  • Creating and maintaining high levels of energy, instilling pride, and sustaining a vision

  • Motivating and inspiring the organization to achieve at the highest levels

  • Fostering an environment where staff is motivated to take on new challenges and providing sufficient support for their efforts

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