EMS Dispatcher (SSCII)

Allegiance Mobile Health • Austin, TX

1d • Onsite

About The Position

Allegiance Medical Enterprises is seeking a dependable, motivated, and professional Communications Specialist to join its Emergency Communications Team. The position serves as a communication link among patients, emergency responders, ambulance crews, healthcare facilities, and public safety agencies. It receives emergency and nonemergency requests, coordinates ambulance responses, allocates resources, and communicates critical information accurately and promptly. Previous EMS experience is not required; training is provided for qualified candidates.

This position is performed onsite in a 24-hour emergency communications center; remote work is unavailable. The role involves working with multiple computer monitors, telephone systems, radio equipment, and specialized communications software. It requires prolonged sitting, frequent keyboard use, continuous monitoring of communications systems, sustained concentration, and the ability to handle multiple tasks during both routine and high-volume emergency situations. Employees must be available for assigned 12-hour shifts, including nights, weekends, and holidays.

The employer is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities throughout the employment process.

Requirements

• High school diploma or GED.
• Strong verbal and written communication skills.
• Basic computer proficiency and ability to learn multiple software applications and communications systems.
• Ability to remain calm and professional in stressful or high-pressure situations.
• Ability to multitask, prioritize responsibilities, and manage competing demands.
• Strong listening, attention-to-detail, organizational, problem-solving, and information-gathering skills.
• Sound judgment and ability to make timely decisions within established guidelines, including with limited supervision.
• Ability to communicate clearly with people from diverse backgrounds and work cooperatively with coworkers, emergency responders, and healthcare professionals.
• Ability to understand and follow written policies, procedures, and operational instructions.
• Ability to maintain confidentiality when handling sensitive information.
• Ability to adapt to changing priorities, interruptions, emergency situations, and fluctuating call volumes.
• Ability to obtain and maintain required 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, frequently use computers, keyboards, telephones, and radio equipment, monitor multiple screens, enter information accurately, 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 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, 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 the assignment and movement of ambulances and other emergency medical resources.
• Monitor ambulance locations, unit availability, response status, and operational coverage using Computer Aided Dispatch (CAD) systems.
• Communicate with ambulance crews, hospitals, healthcare facilities, public safety agencies, and other emergency service providers.
• Use 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 operational information.
• Identify and communicate delays, resource limitations, and operational concerns to appropriate personnel.
• Make timely decisions and exercise sound judgment 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 operating procedures.
• Protect the confidentiality and security of patient and other sensitive company information in accordance with HIPAA, regulations, and company policies.
• Communicate relevant operational information during shift changes.
• Follow company policies, communications procedures, and applicable emergency medical protocols.
• Perform other related duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED