COMMUNICATIONS SPECIALIST

Communications Specialist/DispatcherLocation: Jacksonville, FLReports To: Communications Leadership TeamPosition SummaryThe 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 ResponsibilitiesProvide 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 QualificationsHigh 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 CompetenciesCustomer Service ExcellenceProfessional CommunicationAccuracy and Attention to DetailComposure Under PressureMultitasking and PrioritizationSound Judgment and Problem SolvingTeamwork and CollaborationIntegrity and AccountabilityAdditional ExpectationsThe 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.