Job Details

DescriptionTraining shifts may be scheduled during daytime hours but could also occur during evening or night shifts. Night shifts generally begin between 5:00 PM and 7:00 PM.Position Summary and Responsibilities:The Dispatcher/Customer Service Agent plays a vital role in ensuring the efficient and effective coordination of ambulance services for NORCAL Ambulance. This position is responsible for:* receiving* prioritizing* coordinating and dispatching requests for Advanced Life Support (ALS), Basic Life Support (BLS), and Critical Care Transport (CCT) crews using the Communications Center Dispatch Software.Key responsibilities include:* Taking transportation requests from hospitals, clinics, medical assistance companies, flight teams, and other relevant entities.* Evaluating and coordinating transportation requests to assign the most appropriate unit based on factors such as unit availability, location, and estimated travel time.* Dispatching and managing calls for both emergency and interfacility settings, including emergency and private callers.* Operating tracking systems, radio, and cell phone communication equipment to monitor the status of field personnel and units.* Performing additional tasks and responsibilities as assigned by departmental leadership.This role requires a proactive approach to:* service coordination* excellent communication skills* the ability to adapt in a fast-paced environment to support NORCAL Ambulance's mission of delivering high-quality patient care.Primary Daily Duties:The Dispatcher/Customer Service Agent may be assigned to one or more duties. These duties include, but are not limited to the following:* Receiving and prioritizing all incoming requests for dispatch services.* Efficiently dispatching emergency and non-emergency units in a timely manner.* Making accurate, real-time decisions regarding the assignment of emergency and non-emergency vehicles.* Triaging all incoming service requests and assigning the appropriate unit in accordance with Northwest Ambulance policies and procedures.* Gathering necessary information from individuals requesting medical transport.* Maintaining professional communication with field units and external agencies.* Utilizing dispatch paging systems, iPhones, landlines, and radios effectively, troubleshooting technical issues as needed, and escalating to the operations manager when appropriate.* Participating in mandatory training programs to maintain proficiency.* Performing basic data entry tasks with accuracy.* Delivering exceptional customer service to callers, clients, and crew members.This position requires strong decision-making skills, excellent communication abilities, and a commitment to providing high-quality service in a fast-paced environment#Dispatch1RequirementsTo excel in this role, candidates must demonstrate the following knowledge, skills, and abilities:1. Communication and Collaboration:* Excellent ability to effectively communicate and work cohesively with EMTs, RNs, and administrative staff.* Strong interpersonal and communication skills to engage with diverse individuals, teams, supervisors, and external customers.2. Technical Proficiency:* Competency in using Microsoft Office Suite, Google Docs, and current dispatch software.3. Customer Service and Dependability:* A proven track record of delivering outstanding customer service to both internal and external customers.* Highly dependable with the ability to consistently meet deadlines.4. Organizational and Adaptability Skills:* Strong organizational abilities and keen attention to detail.* Flexible and adaptable, with a willingness to adjust to rapidly changing priorities.5. Professionalism and Independence:* Ability to work both independently and collaboratively in team settings.* Consistently maintain a professional demeanor and appearance.6. Experience and Knowledge:* One year of EMS and/or dispatch-related experience and/or training is preferred.* Familiarity with Northern California geography.7. Stress Management:* Ability to thrive in high-stress environments where workload can shift rapidly.* Maturity, courtesy, and decisiveness in providing optimal customer service.If you meet these qualifications and are ready to join a dynamic and impactful team, we encourage you to apply!Starting salary at $41,000 with opportunity for growth!