Dispatcher's Guide

In order to become an effective dispatcher, you must master all of the following topics. If just starting out, then work your way through them in numbered order.

WARNING: This is not a general EMS dispatch guide. You must already know the basics of EMS dispatching.

  1. Read the Basic Dispatch Guide in order to book a simple round trip.
  2. Read about shifts and understand how to create, modify, and end them.
  3. Read the Emergent Dispatch Guide in order to book a one-way ER trip, as quickly as possible.
  4. Learn about AngelTrack's facility records, and understand why and when to use them.
  5. Learn about recurring dispatches, for booking repeating appointments and handling exceptions.
  6. Start using imprecise pickup times when booking round-trips whose return times are not yet certain.
  7. Understand how wait-and-return round trips work.
  8. Know how to read and understand the schedule and calendars.
  9. Understand the different ways of closing a dispatch based on what transpired in the field.
  10. Read through the list of common mistakes to make sure you are not making any.
  11. Read the Advanced Dispatch Guide to learn how to express (in AngelTrack) the occasional complex situation, to ensure it is scheduled and billed properly.
  12. Learn to use the live map to check routes, traffic, and crew locations. You can perform dispatching right from the map, if you prefer the visual approach over conventional dispatch boards.
  13. Know how to set the billing fields correctly, to avoid reliance on AngelTrack's educated guesses which are sometimes incorrect for dispatches with complex billing arrangements.
  14. If your company uses zone dispatching, learn how zones work, and begin using them.
  15. If your company rolls calls to affiliates, learn how affiliates work.
  16. Get in the habit of keeping notes to explain any unusual call, any abnormal billing request, and any odd situation.
  17. Learn how AngelTrack collects and manages prior authorizations, so that you can take over that task from the billing department.
  18. Know how contract pricing works for facilities, affiliates, and patients... and how it integrates with dispatch.
  19. Read the Top Tips List, a list of key insights about AngelTrack that all users should know.
  20. Know how to retroactively book dispatches that were run on paper.
  21. Know how to use the tags system to mark dispatches in order to meet your particular business and reporting requirements.
  22. Activate unattended dispatch mode at night and on weekends, when your crews are running pre-assigned calls without interacting with a dispatcher.
  23. Use the Dispatcher Efficiency Report to identify areas where you need improvement.

You Need to Know All of It, But Not All at Once

You really do need to learn all of that in order to be a fast and effective AngelTrack dispatcher.

There's no getting around it. Putting it off means not benefitting from the things AngelTrack does to make your job easier. So don't put it off.

Just read some of it every morning. Not all of it... just read until it your head feels full. Then go about your day and watch for opportunities to apply what you learned. You will begin to notice powerful features where you never noticed any before.

Understanding Nursing Homes

If your company provides contract stretcher service to nursing homes, then you must understand what makes a nursing home tick.

The article Understanding Nursing Homes explains the conflicting incentives and pressures at play in a nursing home. Every EMS dispatcher who services nursing homes should understand the concepts presented in the article, and the features in AngelTrack that assist with nursing home problems.

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