Medical Coordination Specialist 2 (Communications Lieutenant)

This job was posted by https://www.vermontjoblink.com : For more information, please see: https://www.vermontjoblink.com/jobs/1417972 Job summary: The MCS2 is a supplemental job description for a Medical Coordination Center Team Lead. This position provides frontline assistance and oversight for other MCC team members. The MCS2 carries the title of Communications Lieutenant. Responsibilities: - Provide day-to-day leadership, guidance, and support to Medical Coordination Center team members during assigned shifts. - Serve as the primary resource and escalation point for MCS1s regarding operational issues, complex transportation requests, and dispatch-related concerns. - Monitor operational workflow, call volume, resource utilization, and staffing levels to ensure efficient and effective service delivery. - Assist with orientation, onboarding, training, and field training activities for newly assigned personnel. - Provide coaching, mentoring, and constructive feedback to team members to support professional development and performance improvement. - Promote adherence to organizational policies, operational procedures, communication standards, and customer service expectations. - Monitor team performance and communications activities for quality assurance, documentation accuracy, and protocol compliance. - Identify operational challenges and recommend process improvements to enhance efficiency, safety, and service quality. - Coordinate responses to high-volume periods, unusual events, resource shortages, and system disruptions while maintaining continuity of operations. - Facilitate effective communication between Medical Coordination Center personnel, field providers, healthcare facilities, partner agencies, and organizational leadership. - Assist in resolving customer service concerns, service recovery issues, and operational complaints in a professional and timely manner. - Participate in quality improvement initiatives, audits, after-action reviews, and operational performance evaluations. - Assist with data collection, report preparation, and performance metric tracking as requested by supervisory personnel. - Conduct shift briefings and communicate operational updates, policy changes, and important organizational information to staff. - Serve as the acting shift supervisor or designee when assigned and within the scope of authority established by organizational policy. - Foster a positive, professional, collaborative work environment that supports teamwork, accountability, and organizational values. - Demonstrate leadership through example by maintaining high standards of professionalism, reliability, communication, and customer service. - Perform other duties as assigned to support the mission and objectives of the Medical Coordination Center, EMS, MIH, and other public safety & healthcare partners.