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Job Details

Communication Center Manager

Company name
Fairview Health Services

Saint Paul, MN

Apply for this job

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Communication Center Manager

Fairview Health Services

Saint Paul


Job #667890250


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

About Fairview/HealthEast

Fairview Health Services (~~~) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Joined by HealthEast (~~~) in June 2017, Fairview is one of the most comprehensive and geographically accessible systems in the state, with 11 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area and north-central Minnesota. Its broad continuum also includes 56 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.

Job ID




Contract Status





All Shifts - Day/Evening/Night Rotations

HealthEast is an Equal Opportunity Employer. HealthEast will not discriminate in public accommodation, or employment on the basis of race, color, creed, religion, national origin, sex, marital status, status with regard to public assistance, membership or activity in a local commission, disability, sexual orientation, gender identity or expression, age or genetic information.

Updated 05/16/2018

Company info

Fairview Health Services

Company Profile

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