COMMUNICATIONS SPECIALIST
hace 22 días
Jacksonville
Job Description Job Title Communications Specialist/Dispatcher Location Jacksonville, FL Department Office Status Non-Exempt / Hourly Reports to Communications Leadership Team Position Summary The Communications Specialist serves as a critical member of the Communications team and is responsible for receiving, coordinating, and dispatching emergency and non-emergency ambulance and transportation service requests. This position requires exceptional customer service, clear and professional communication, sound judgment, attention to detail, and the ability to remain calm and effective in a fast-paced environment. The Communications Specialist works closely with healthcare providers, facilities, field personnel, leadership, and other stakeholders to support timely, accurate, and efficient service delivery. Essential Duties and Responsibilities • Provide exceptional customer service during every interaction with healthcare providers, facilities, patients, field personnel, coworkers, and other customers, maintaining a courteous, helpful, and solutions-oriented approach., • Monitor and respond promptly and professionally to telephone calls, radio traffic, emails, and other communications using established call-handling and information-management systems., • Maintain a calm, professional demeanor during periods of high call volume, emergency situations, service disruptions, and other unusual or stressful events., • Follow established protocols, procedures, and required formats when receiving and processing requests for service., • Enter all requests for service accurately, completely, and timely into the Computer-Aided Dispatch (CAD) system., • Review, schedule, prioritize, and assign transportation requests using approved procedures and operational protocols., • Allocate available resources appropriately based on service needs, unit availability, operational priorities, and approved decision-making protocols., • Document and communicate trip information accurately, including confirmations, patient or facility information, equipment needs, special instructions, and other relevant details., • Monitor, update, and maintain awareness of the location, status, and movement of field units., • Monitor and document unit response times and communicate delays or operational concerns as appropriate., • Ensure all data entry and documentation associated with assigned responsibilities are complete and accurate before the end of each shift., • Assist field units with routing and navigation information, when necessary, using available mapping and location resources., • Relay supervisory instructions, operational messages, emergency information, and other critical communications accurately and promptly., • Maintain current working knowledge of Company policies, procedures, General Orders, memoranda, and Communications Center protocols applicable to the position., • Demonstrate proficiency in the operation of Communications Center equipment and systems, including communication consoles, radio systems, recording systems, telephony, and Computer-Aided Dispatch systems., • Promptly report Communications Center equipment or system failures to the Communications Leadership Team through the appropriate reporting process., • Protect confidential, operational, patient, and Company information and comply with applicable information systems security policies and procedures., • Demonstrate integrity, professionalism, accountability, teamwork, and sound judgment in support of Excelsior Ambulance Service and departmental standards., • Perform other duties and responsibilities as assigned.Minimum Required Qualifications, • High school diploma or equivalent., • Minimum of one (1) year of EMS or public safety dispatching experience, high-volume call center experience, or comparable telecommunications experience. Relevant medical or emergency communications experience is preferred., • Ability to read, write, and communicate effectively in English., • Ability to communicate clearly, professionally, and effectively by telephone, radio, email, and other communication platforms., • Ability to accurately receive, record, transmit, and report detailed information., • Demonstrated customer service skills and the ability to interact professionally with a diverse range of internal and external customers., • Ability to manage multiple priorities simultaneously and make sound decisions in a fast-paced, high-stress environment., • Proficient typing skills with the speed and accuracy necessary to efficiently process service requests and maintain accurate records., • Experience using a two-way radio system., • Basic proficiency with computers and common software applications, with the ability to learn specialized dispatch and communications systems., • Ability to efficiently operate assigned Communications Center equipment and technology.Core Competencies, • Customer Service Excellence, • Professional Communication, • Accuracy and Attention to Detail, • Composure Under Pressure, • Multitasking and Prioritization, • Sound Judgment and Problem Solving, • Teamwork and Collaboration, • Integrity and AccountabilityAdditional Expectations The Communications Specialist is expected to maintain reliable attendance, follow established departmental and Company procedures, safeguard confidential information, and support the operational needs of a 24/7 emergency medical services environment. Duties, responsibilities, and schedules may vary based on operational needs.