Dispatch Lead

Global Medical Response•Phoenix, AZ

17h•Onsite

About The Position

The Dispatch Lead is an experienced Communications team member who serves as a shift resource and role model within the Communications Center. This position helps maintain the daily flow of operations by supporting Dispatchers, coordinating resources, solving real-time operational challenges, and promoting exceptional service to our crews, healthcare partners, and patients. Working alongside the Communications Manager and Operations leadership, the Dispatch Lead helps create a positive team environment while reinforcing ABC Ambulance’s commitment to safety, communication, accountability, and customer service.

Requirements

High school diploma or GED.
Minimum one year of dispatch, transportation scheduling, EMS communications, healthcare, or related experience.
Strong verbal and written communication skills.
Excellent organizational and time management skills.
Ability to prioritize multiple tasks in a fast-paced environment.
Working knowledge of Microsoft Office applications.
Ability to remain calm and make sound decisions under pressure.
Valid driver’s license and authorization to work in the United States.

Nice To Haves

Previous leadership, training, mentoring, or lead experience preferred.
Experience in EMS, ambulance transportation, healthcare, or public safety dispatch.
Experience using CAD, scheduling, dispatch, or transportation management software.
Knowledge of GPS mapping and fleet management systems.
Bilingual (English/Spanish) is a plus.
Positive attitude and servant leadership mindset.
Strong problem-solving and decision-making skills.
Commitment to safety, accountability, and operational excellence.
Ability to build collaborative relationships with employees, customers, and healthcare partners.
Flexibility to work weekends, holidays, and varying shifts as business needs require.

Responsibilities

Serve as the primary resource for Dispatchers during assigned shifts by answering questions, providing guidance, and assisting with operational decision-making.
Promote a positive, team-focused work environment that reflects ABC Ambulance’s culture and values.
Serve as the operational point of contact within the Communications Center during assigned shifts, escalating issues to Operations leadership as appropriate.
Assist with onboarding, mentoring, and coaching new Dispatchers while reinforcing department expectations and best practices.
Monitor system status and help maintain efficient deployment of ambulances and transportation resources throughout the shift.
Coordinate transportation requests while balancing customer needs, operational priorities, and available resources.
Receive and process incoming non-emergency transportation requests, ensuring accurate information and appropriate response levels.
Monitor dispatch activity to help ensure transports are assigned accurately, efficiently, and in a timely manner.
Communicate effectively with field crews, healthcare facilities, customers, and leadership to resolve service issues and maintain exceptional customer experiences.
Assist with real-time staffing adjustments by communicating operational needs to leadership and helping coordinate coverage during unexpected changes.
Monitor vehicle availability and communicate fleet or equipment concerns to the appropriate departments.
Complete required documentation, reports, and communication logs accurately and promptly.
Lead by example through professionalism, composure, teamwork, and strong communication during routine operations and high-volume periods.
Recognize opportunities to support and encourage fellow team members, helping create an environment where people feel respected, valued, and successful.
Support continuous improvement initiatives and contribute ideas that enhance efficiency, communication, and service.
Perform other duties as assigned