Emergency Communications Dispatcher

Lifecare Ambulance - Memphis, TN

Part-time,Full-time

Memphis, TN

Ambulatory Health Care Services

About the position

The Emergency Communications Dispatcher (ECD) at LifeCare Ambulance is responsible for efficiently dispatching vehicles for emergency and non-emergency requests. This role is critical as it serves as the first line of response for patients and customers, ensuring effective communication and coordination between the dispatch system, Intake team, and field crews. The ECD is expected to provide excellent customer service while maintaining compliance with HIPAA guidelines and ensuring timely vehicle placement.

Responsibilities

• Answer, screen, and direct calls
• Distinguish the need for emergency or non-emergency transportation
• Arrange transport requests via the CAD system while determining the level of care needed for patients
• Provide information and assistance for customer service inquiries
• Communicate with multiple internal and external departments, as well as EMS personnel
• Aid the dispatcher with phone calls, data entry, and reporting
• Provide supportive information to customers for arranging appropriate transport
• Communicate effectively and tactfully with internal and external staff, vendors, and patients
• Attend and participate in departmental meetings and in-services as directed
• Ensure HIPAA guidelines and client/employee privacy are maintained
• Assist in facilitating improved service through troubleshooting and communication
• Maintain written dispatch logs and operate the dispatch program under FCC laws and regulations
• Ensure proper levels of care are met prior to dispatching a unit
• Determine the response priority of a resource before dispatching a unit
• Maintain control over the CAD, being aware of the locations and ETA of all vehicles
• Perform other duties as assigned by the Director of Communications

Requirements

• Must have current or prior dispatch experience
• Fluency in speaking, reading, and writing in English
• Ability to type at 30 WPM
• Working knowledge of HIPAA regulations
• Pleasant and professional phone manner
• Detail-oriented with strong customer service skills
• Computer and typing skills
• Ability to excel in a high-stress environment
• Adaptability to frequently changing policies
• Ability to learn policies and procedures for facilities and recognize when to apply them
• Medical background is a plus
• EMD or EMT certification preferred
• Availability for day, night, and weekend shifts as needed

Nice-to-haves

• Medical background
• EMD or EMT certification

Benefits

• Flexible scheduling options
• Part-time and full-time opportunities
• Opportunity to work in a critical response role