Emily McDonald

*Receiving emergency Triple Zero calls and providing pre-arrival advice in life-threatening situations

*High level of attention to detail in a fast-paced and technical environment

*Ability to multi-task under pressure in time critical situations

*Communicating effectively in extreme situations with empathy, calmness and leadership

*Providing emotional support to the caller in their time of need

*Experience in rotating shift work

*Organising patient transport bookings via email and phone requests utilising the Queensland Health Authorised Transport (QHAT) system and the Health Care Professional (HCP) category system

*Utilising rudimentary medical knowledge to provide assistance to the patient until Ambulance crew arrives

*Handling a high volume of incoming emergency Triple Zero calls

*Prioritising the needs of the patient to ensure they receive the most appropriate medical assistance

*Acknowledging the caller by taking the information provided on face-value

*Maintaining skill set and medical knowledge by engaging in online training modules

*Using situational awareness throughout calls to gain further insight into the current situation ensuring the safety of the attending Ambulance crew

*Thorough understanding of the Medical Priority Dispatch System (MPDS) to ensure incidents are created under the most appropriate medical or trauma protocol resulting in correct dispatching of Ambulance resources

*Conferencing calls between allied services (e.g. Queensland Police Service), Operation Centre Supervisor and Clinical Deployment Supervisor

*Flexibility in changing shifts to cover where shortages are apparent in the Operations Centre

*Achieving High Compliancy in call-taking reviews

*Mentoring of new students in call-taking

*Quality Assurance (QA) qualified (2023)

*Providing a high level of customer service to client enquiries ensuring that all needs and expectations are met as requested

*Handling customer complaints by working together towards a positive and satisfied outcome

*Effective with time management with all assigned deadlines guaranteed to be met in an efficient and accurate manner

*Creating an extensive client database through repeat business and generating new business by referrals

*Presenting self in a professional manner and appearance

*Taking pride in work environment by maintaining a neat, tidy and presentable office space

*Administration tasks such as forwarding of emails and phone messages phone messages to colleagues as required

*Front office reception greeting clients warmly and making them feel welcome

*Handling of client enquiries through different avenues such as online, phone and face-to-face

*Handling payments such as EFTPOS, credit card transactions, cheque, cash payments and bank transfers

*Ordering necessary office supplies including stationary, equipment, company flyers and brochures

*Completing relevant training seminars and industry conferences to keep updated on current information as well as increasing knowledge

*Liaising with industry partners and colleagues on how to increase business awareness and revenue

*Ability to work independently and as part of a team

*High level of attention to detail

*Diary management of coordinating client appointments for colleagues

*High level of time management resulting in daily production quota being met

*Meeting demands as part of a physical labour job

*Engaging with different colleagues on a daily basis as part of a large company that employs over 100 staff

*Greeting customers with a vibrant and positive attitude

*Managing training of junior staff members, organising rosters and ordering supplies

*Ensuring that customer orders are completed efficiently and are met to their expectations