EMS Dispatcher

Allegiance Mobile Health•Pasadena, TX

About The Position

Allegiance Mobile Health is seeking experienced Dispatchers (SSCII) in Pasadena, Texas. The position receives customer information about transportation requests and determines the appropriate type of transport. It helps ensure transportation is safe, efficient, and timely by allocating resources, supporting strong response times, and tracking and documenting relevant events. The dispatcher handles emergency and non-emergency ambulance requests, including scheduled ambulance and wheelchair van transportation. Using a Computer Aided Dispatch (CAD) system, the dispatcher monitors and updates unit locations and movements, provides mapping and routing information, and communicates with customers and facilities about transport needs and delays. The role also involves explaining insurance coverage, medical necessity, and costs for transportation that is not covered. The position provides courteous, responsive customer service to the public and healthcare facilities, solves transportation-related problems, collaborates with coworkers and public safety agencies, and follows company policies and procedures. Other duties may be assigned.

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 solve problems 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 in 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 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 scheduled and non-emergency ambulance and wheelchair van transportation.
Provide mapping and routing information to units.
Evaluate patient needs and condition to help customers select the most appropriate vehicle.
Work with customers to confirm destination facilities can accommodate patients using the requested mode of transport.
Communicate with customers and facilities about delays in transportation responses.
Answer inbound calls promptly and courteously, provide customer service, and resolve problems.
Provide information about insurance coverage, medical necessity for ambulance transportation, and costs associated with non-covered transportation.
Assist team members in resolving challenging transportation situations.
Provide customer service to the general public and callers from healthcare facilities.
Follow company policies and procedures.
Perform other duties as assigned.