EMS Dispatcher (SSCII)

Allegiance Mobile Health•Carrollton, TX

1d•Onsite

About The Position

Allegiance Medical Enterprises is seeking dependable, motivated, and professional Communications Specialists to join its Emergency Communications Team. The Communications Specialist serves as a critical communication link among patients, emergency responders, ambulance crews, healthcare facilities, and public safety agencies. The role receives emergency and nonemergency calls, coordinates ambulance responses, allocates available resources, and ensures accurate, timely communication of critical information. The position requires strong communication skills, sound judgment, attention to detail, and the ability to remain calm and professional in a fast-paced environment. The dispatcher must multitask, adapt to changing situations, and work collaboratively in a role where communication and accuracy are essential. Previous EMS experience is not required; training is provided for qualified candidates. This job is performed onsite in a 24-hour emergency communications center; remote work is not available. Communications Specialists work with multiple computer monitors, telephone systems, radio equipment, and specialized communications software. The role involves prolonged sitting, frequent keyboard use, continuous monitoring of communications systems, and maintaining concentration while handling multiple tasks and emergency situations.

Requirements

High school diploma or GED.
Strong verbal and written communication skills.
Ability to remain calm, professional, and composed in stressful or high-pressure situations.
Strong listening skills and 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 ability to make timely decisions within established guidelines, including with limited supervision.
Ability to communicate clearly and effectively with individuals from diverse backgrounds.
Basic computer proficiency and ability to learn multiple software applications and communications systems.
Ability to understand and follow written policies, procedures, and operational instructions.
Ability to work independently and contribute effectively to a team.
Ability to maintain confidentiality when handling sensitive information.
Ability to adapt to changing priorities, emergency situations, and fluctuating call volumes.
Ability to work cooperatively with coworkers, emergency responders, and healthcare professionals.
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.
Ability to remain seated for extended periods, use computers and communications devices frequently, interpret information across multiple screens, and maintain attention while handling multiple tasks.

Nice To Haves

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.

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 prearrival instructions and crisis intervention, in accordance with training, certification, and established protocols.
Coordinate ambulance assignments and movement of 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 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 incident information, routing instructions, location details, and updates.
Coordinate scheduled and unscheduled medical transportation requests and identify 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 make timely decisions during emergencies 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.
Protect the confidentiality and security of patient and 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 company policies, communications procedures, and applicable emergency medical protocols.
Perform other related duties and responsibilities as assigned.