Emergency Call Taker

Description:

The role of Emergency Medical Call Taker (EMCT) is the first point of contact in 911 calls that are directed to ambulance services. Working in a call centre environment, the EMCT provides support to the public via telephone in cases of emergency medical situations. Gathering and sharing vital information, the EMCT is the liaison between the caller, dispatch team, paramedic crews, and hospitals. Every day will be different, but during any given shift, the following tasks can be expected:

• Use exceptional customer service skills while remaining calm and focused in stressful, high pressure situations, adapting quickly in a dynamic environment
• Quickly prioritize multiple competing tasks, using a methodical approach to problem solve, make decisions, and communicate clearly
• Take a leadership role while actively building relationships with team members and callers
• Actively seek win-win solutions, at all times maintaining professionalism in cases of healthy conflict and in supporting/managing differences of opinion