EMS Dispatcher (SSCII)

Allegiance Mobile Health•Pasadena, TX

6d•Onsite

About The Position

Allegiance Mobile Health is hiring experienced EMS Dispatchers (SSCII) in Pasadena, Texas. The position receives information from customers about transports and helps ensure transportation is safe, efficient, and timely. It determines the appropriate type of transport for each situation, allocates resources through sound decision-making, and tracks and documents relevant events. Dispatchers process emergency 911 and non-emergency requests, coordinate prescheduled ambulance and wheelchair van transportation, and use a Computer Aided Dispatch (CAD) system to monitor and manage unit locations and movements. They provide mapping and routing information, help customers select an appropriate vehicle based on patient needs, and coordinate with destination facilities to confirm they can accommodate patients. The role also involves communicating delays, answering inbound calls courteously, addressing transportation and insurance questions, and working with colleagues and external parties to resolve challenging situations. The position works in shared office space under standard office conditions and involves prolonged sitting and continuous computer-screen use.

Requirements

High school diploma or equivalent.
Emergency Medical Dispatch Certificate and CPR certification, required or to be obtained within six months.
Knowledge of medical terminology.
Excellent customer service and communication skills.
Ability to multitask in high-stress situations.
Proficiency in basic computer operation.
Ability to problem-solve using available resources.
Ability to work with customers and coworkers from diverse backgrounds.
Ability to learn the geography of areas served and provide accurate response-time estimates.
Sound judgment across a range of situations.
Ability to work cooperatively with team members, public safety agencies, and the public.
Ability to comprehend and make inferences from written materials such as operations manuals.

Nice To Haves

Bilingual ability.

Responsibilities

Receive and process emergency 911 and non-emergency telephone requests for ambulance or emergency medical assistance.
Use the Computer Aided Dispatch (CAD) system to monitor, update, and control unit locations and movements.
Receive requests for prescheduled and non-emergency ambulance and wheelchair van transportation.
Provide mapping and routing information to units.
Help customers select the appropriate vehicle by evaluating the patient's needs and condition.
Coordinate with customers and destination facilities to ensure the facility can accommodate the patient in the planned mode of transport.
Maintain communication with customers and facilities about delayed responses to transportation requests.
Answer inbound calls promptly and courteously, provide customer service, solve problems, and foster positive customer interactions.
Inform customers about insurance coverage for medical transportation, medical necessity for ambulance transportation, and costs associated with non-covered transportation.
Work with team members to resolve challenging situations and arrange seamless transportation.
Provide customer service to the general public and callers from healthcare facilities.
Adhere to company policies and procedures.
Perform other duties as assigned.