COMMUNICATIONS SPECIALIST

Excelsior Ambulance Service Inc • Jacksonville, FL

8d • $23 - $24

About The Position

The Communications Specialist is a member of the Communications team who receives, coordinates, and dispatches emergency and non-emergency ambulance and transportation service requests. The role requires exceptional customer service, professional communication, sound judgment, attention to detail, and the ability to remain calm and effective in a fast-paced environment. The Specialist works with healthcare providers, facilities, field personnel, leadership, and other stakeholders to support timely, accurate, and efficient service delivery.

This position supports a 24/7 emergency medical services environment. The Specialist is expected to maintain reliable attendance, follow departmental and Company procedures, safeguard confidential information, and support operational needs. Duties, responsibilities, and schedules may vary based on operational needs.

Requirements

• High school diploma or equivalent.
• At least one year of EMS or public safety dispatching experience, high-volume call center experience, or comparable telecommunications experience.
• Ability to read, write, and communicate effectively in English.
• Ability to communicate clearly and professionally by telephone, radio, email, and other communication platforms.
• Ability to accurately receive, record, transmit, and report detailed information.
• Demonstrated customer service skills and ability to interact professionally with diverse internal and external customers.
• Ability to manage multiple priorities and make sound decisions in a fast-paced, high-stress environment.
• Typing speed and accuracy sufficient to process service requests efficiently and maintain accurate records.
• Experience using a two-way radio system.
• Basic proficiency with computers and common software applications, and ability to learn specialized dispatch and communications systems.
• Ability to efficiently operate assigned Communications Center equipment and technology.
• Reliable attendance and ability to follow departmental and Company procedures and safeguard confidential information.

Nice To Haves

• Relevant medical or emergency communications experience is preferred.

Responsibilities

• Provide courteous, helpful, and solutions-oriented customer service to healthcare providers, facilities, patients, field personnel, coworkers, and other customers.
• Monitor and respond professionally to telephone calls, radio traffic, emails, and other communications using established systems.
• Maintain a calm, professional demeanor during high call volumes, emergencies, service disruptions, and other stressful events.
• Follow established protocols and procedures when receiving and processing service requests.
• Enter service requests accurately, completely, and promptly into the Computer-Aided Dispatch (CAD) system.
• Review, schedule, prioritize, and assign transportation requests according to approved procedures and operational protocols.
• Allocate available resources based on service needs, unit availability, operational priorities, and approved decision-making protocols.
• Document and communicate trip details, including confirmations, patient or facility information, equipment needs, special instructions, and other relevant information.
• Monitor and maintain awareness of field-unit locations, status, and movement.
• Monitor and document unit response times and communicate delays or operational concerns as appropriate.
• Complete assigned data entry and documentation accurately before the end of each shift.
• Assist field units with routing and navigation using available mapping and location resources when necessary.
• Accurately and promptly relay supervisory instructions, operational messages, emergency information, and other critical communications.
• Maintain current working knowledge of applicable Company policies, procedures, General Orders, memoranda, and Communications Center protocols.
• Operate Communications Center equipment and systems, including communication consoles, radio systems, recording systems, telephony, and CAD systems.
• Report Communications Center equipment or system failures to the Communications Leadership Team through the appropriate process.
• Protect confidential, operational, patient, and Company information and comply with information systems security policies and procedures.
• Demonstrate integrity, professionalism, accountability, teamwork, and sound judgment in support of Company and departmental standards.
• Perform other duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED