EMS Dispatcher (SSCII)

At Allegiance Medical Enterprises, our employees play an important role in supporting the patients, communities, and healthcare partners we serve.

We believe every role makes a difference. Whether you're providing patient care, supporting emergency operations, coordinating transportation, or keeping our organization running behind the scenes, your contributions help us deliver dependable, high-quality service every day.

We offer opportunities to learn, grow, develop new skills, and build a rewarding career while working alongside a team committed to making a difference.

If you're dependable, motivated, and looking for an opportunity to grow with an organization where your work matters, we encourage you to apply.

 

SUMMARY:

Allegiance Medical Enterprises is seeking dependable, motivated, and professional Communications Specialists to join our Emergency Communications Team.

The Communications Specialist serves as a critical communication link between patients, emergency responders, ambulance crews, healthcare facilities, and public safety agencies. This position is responsible for receiving emergency and nonemergency calls, coordinating ambulance responses, allocating available resources, and ensuring the accurate and timely communication of critical information.

The ideal candidate demonstrates strong communication skills, sound judgment, attention to detail, and the ability to remain calm and professional in a fast-paced environment. This role requires the ability to multitask, adapt to changing situations, and work collaboratively as part of a team where communication and accuracy are essential.

Previous emergency medical services experience is not required. Training is provided for qualified candidates.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receive, evaluate, and process emergency 911 calls and nonemergency medical transportation requests.
• Obtain critical information from callers, determine the nature and urgency of requests, and prioritize responses according to established protocols.
• Perform Emergency Medical Dispatch (EMD) functions, including providing prearrival instructions and crisis intervention, in accordance with required training, certification, and established protocols.
• Coordinate the assignment and movement of ambulances and other emergency medical resources to ensure timely and appropriate responses.
• Monitor ambulance locations, unit availability, response status, and operational coverage through Computer Aided Dispatch (CAD) systems
• Communicate effectively with ambulance crews, hospitals, healthcare facilities, public safety agencies, and other emergency service providers
• Operate telephone, radio, and computerized communications equipment to receive and transmit information accurately
• Provide field personnel with relevant incident information, routing instructions, location details, and updates.
• Coordinate scheduled and unscheduled medical transportation requests, including identifying appropriate transportation resources based on patient needs and established procedures.
• Maintain accurate and detailed documentation of calls, incidents, unit activity, and other operational information.
• Identify and communicate delays, resource limitations, and operational concerns to appropriate personnel.
• Exercise sound judgment and timely decision-making during emergency situations and periods of increased call volume.
• Demonstrate professionalism, compassion, and excellent customer service when interacting with callers, patients, healthcare professionals, and coworkers.
• Maintain knowledge of service areas, station locations, geographic boundaries, and operational procedures.
• Maintain the confidentiality and security of patient information and other sensitive company information in accordance with HIPAA, applicable regulations, and company policies.
• Communicate relevant operational information during shift changes to support continuity of service.
• Follow established company policies, communications procedures, and applicable emergency medical protocols.
• Perform other related duties and responsibilities as assigned.

KNOWLEDGE AND SKILLS:

• Strong verbal and written communication skills.
• Ability to remain calm, professional, and composed in stressful or high-pressure situations.
• Strong listening skills and the ability to obtain accurate information from callers.
• Ability to multitask, prioritize responsibilities, and manage competing demands.
• Strong attention to detail, organizational skills, and problem-solving abilities.
• Sound judgment and the ability to make timely decisions within established guidelines.
• Ability to communicate clearly and effectively with individuals from diverse backgrounds.
• Basic computer proficiency and the ability to learn multiple software applications and communications systems
• Ability to understand and follow written policies, procedures, and operational instructions.
• Ability to work independently while contributing effectively to a team environment.
• Ability to maintain confidentiality when handling sensitive information.
• Ability to adapt to changing priorities, emergency situations, and fluctuating call volumes.

PHYSICAL REQUIREMENTS:

The physical requirements described below are representative of those necessary to perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

• Ability to remain seated for extended periods while monitoring communications systems and performing computer-based tasks.
• Frequent use of computers, keyboards, telephones, radio equipment, and other communications devices.
• Ability to receive, interpret, and respond accurately to telephone and radio communications in a timely manner.
• Ability to communicate information clearly and effectively with callers, emergency personnel, and other healthcare professionals.
• Ability to access, review, and interpret information displayed across multiple computer screens and accurately enter required information.
• Ability to maintain attention to detail and perform multiple tasks while monitoring ongoing communications.
• Ability to respond appropriately to changing priorities, interruptions, increased call volume, and emergency situations.

MINIMUM QUALIFICATIONS:

• High school diploma or GED required.
• Strong verbal and written communication skills.
• Basic computer proficiency and the ability to learn multiple software applications.
• Ability to multitask, prioritize responsibilities, and remain composed in stressful situations.
• Strong attention to detail, organizational skills, and problem-solving abilities.
• Ability to obtain accurate information, listen actively, and communicate instructions clearly.
• Sound judgment and the ability to make timely decisions with limited supervision.
• Ability to work cooperatively with coworkers, emergency responders, and healthcare professionals.
• Ability to read, understand, and follow written policies, procedures, and operational instructions.
• Ability to obtain and maintain required Emergency Medical Dispatch (EMD) and CPR certifications within six months of employment.
• Availability to work assigned 12-hour shifts, including nights, weekends, and holidays.

PREFERRED QUALIFICATIONS:

• Previous experience in emergency communications, EMS, public safety, healthcare, or a call center environment.
• Familiarity with Computer Aided Dispatch (CAD) systems or emergency communications equipment.
• Knowledge of medical terminology and emergency medical services operations.
• Bilingual communication skills.
• Previous emergency communications experience is preferred but not required. Candidates with strong communication skills, sound judgment, and a willingness to learn are encouraged to apply.

WORK ENVIRONMENT:

This position is performed onsite in a 24-hour emergency communications center. Remote work is not available due to the operational requirements of the role and the need for direct access to communications equipment and systems.

• Communications Specialists work in a team environment utilizing multiple computer monitors, telephone systems, radio equipment, and specialized communications software.
• The position requires prolonged periods of sitting, frequent keyboard use, continuous monitoring of communications systems, and the ability to maintain concentration while handling multiple tasks.
• Employees must be able to work effectively during routine operations as well as high-volume and emergency situations.
• That keeps everything together, avoids an unnecessary section, and makes the onsite requirement clear to applicants.

Allegiance Mobile Health is an equal opportunity employer committed to providing a workplace free from discrimination and harassment. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law. We are committed to providing reasonable accommodation to qualified individuals with disabilities throughout the employment process.