EMS Dispatcher (SSCII)

Allegiance Mobile Health•Austin, TX

1d•Onsite

About The Position

Allegiance Medical Enterprises is seeking dependable, motivated, and professional Communications Specialists for its Emergency Communications Team. The Communications Specialist is 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 and 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. Employees must multitask, adapt to changing situations, and work collaboratively. Previous EMS experience is not required, and training is provided for qualified candidates. This position 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 work involves prolonged sitting, frequent keyboard use, continuous monitoring of communications systems, and concentration while handling multiple tasks and routine, high-volume, and emergency situations.

Requirements

High school diploma or GED.
Strong verbal and written communication skills.
Basic computer proficiency and 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 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.
Ability to remain seated for extended periods and use computers, keyboards, telephones, radio equipment, and other communications devices frequently.
Ability to interpret and respond accurately to telephone and radio communications, review information across multiple computer screens, and enter information accurately.

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.
Gather 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 protocols.
Coordinate ambulance assignments and movements and allocate emergency medical resources.
Monitor ambulance locations, unit availability, response status, and operational coverage through Computer Aided Dispatch 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 resources based on patient needs and procedures.
Maintain accurate 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.
Provide professional, compassionate customer service to callers, patients, healthcare professionals, and coworkers.
Maintain knowledge of service areas, station locations, geographic boundaries, and operational procedures.
Protect patient 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 company policies, communications procedures, and applicable emergency medical protocols.
Perform other related duties and responsibilities as assigned.