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Job Title BIDMC Facilitator*
Location Boston, MA*
*Position is based out of Boston, MA
Department Operations
FLSA Status Non-Exempt

Hours: 24 hours per week

Schedule: Tuesday 10:00 A.M. to 10:00 P.M., Wednesday 10:00 A.M. to 10:00 P.M.

Status: Part Time, non-exempt

Location: Boston, MA

Requirements: EMT License, Customer Service Experience


The Facilitator would be a direct report to the Operations Manager for the corresponding division.


The Facilitator will lead our customer service efforts in the fields by managing and ensuring strong relationships at the facility through daily interactions.  The Facilitator will also manage and ensure strong employee relations internally through daily interactions with EMS.

Roles and Responsibilities.

External Relations:

It’s crucial to the success of this position and the organization to have strong relationships on the floors. The primary role of the facilitator is to be a problem solver for the BIDMC, while maintaining a positive image of Cataldo Ambulance Service.

Rectify all complaints in a timely manner. Know when to escalate an issue and do so immediately. The longer a complaint remains without closure, the greater the chance it will escalate.

Check in with patients and their families before transports. Let them know what they can expect during transport. Be on hand to provide a warm handoff when time allows. In the event of a delay in service, check in with the RN to see if they would like us to speak with the patient and or their family to explain the situation. Always be on scene for NICU call.

Internal Relations:
Be familiar with the staff, make it a point to become familiar with them and their work habits.. Ensure a clean and professional appearance at all times. Ensure all interactions between our staff and the customer are respectful and professional, correct behavior where needed. Escalate any issue that you feel warrants it.

Help out crews where you can, if you can assist in a task to make their day easier, please do so. 

Patient assessment:
Promptly assess the patient when a call is on the board. Work with the RN assigned to the patient, to assure they are being transported at the proper level of service. Be proactive if the patient requires any special equipment, let dispatch and the crew know.


From time to time there will be a need for the facilitators to join together to transport a patient. This option should only be used in extreme circumstance. In order to utilize the facilitators for transport, prior authorization from Christian Hassel will be needed.

The above are intended to describe the general nature and level of the work being performed by the person/people in this position.  This is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities associated with this position.

Cataldo Ambulance is an Equal Opportunity / Affirmative Action Employer

All qualified applicants will receive consideration for employment without regard to disability, race, color, veteran status, religion, sex, or national origin.  Individuals with Disabilities and Veterans are encouraged to apply.

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