NEMT/EMS Dispatcher

Position Summary 

The NEMT/EMS Dispatcher is responsible for coordinating and dispatching non-emergency and/or emergency medical transportation units in a timely, efficient, and professional manner. This role ensures effective communication between field crews, healthcare facilities, and internal leadership while maintaining compliance with company policies, safety standards, and applicable regulations. 

Essential Duties & Responsibilities 

• Receive, process, and prioritize incoming transportation requests via phone, radio, or electronic systems. 

• Dispatch ambulance units according to urgency, crew availability, location, and operational protocols. 

• Monitor unit status and maintain real-time awareness of field operations. 

• Provide clear and concise communication to EMTs, Paramedics, and other field personnel. 

• Coordinate with hospitals, nursing facilities, clinics, and other healthcare partners regarding transport details. 

• Maintain accurate documentation of calls, dispatch times, mileage, delays, and transport updates. 

• Ensure compliance with HIPAA and patient confidentiality standards. 

• Utilize CAD (Computer-Aided Dispatch) systems and other scheduling software effectively. 

• Respond to operational changes such as call volume surges, weather events, or staffing adjustments. 

• Escalate issues or concerns to leadership as appropriate. 

• Support daily operational flow to ensure response time and service level expectations are met. 

Required Qualifications 

• High school diploma or GED required. 

• Previous dispatch, call center, EMS, public safety, or healthcare coordination experience preferred. 

• Strong verbal communication and multitasking skills. 

• Ability to remain calm and professional in high-pressure situations. 

• Proficiency in basic computer systems and data entry. 

• Strong organizational and time-management skills. 

• Ability to work flexible schedules, including nights, weekends, and holidays if required. 

• Must be available for 24-hour operations, including rotating shifts, nights, weekends, and holidays as needed. 

Preferred Qualifications 

• Experience with medical terminology. 

• Knowledge of EMS operations and geographic service areas. 

• Familiarity with CAD systems or transportation scheduling software. 

Physical & Work Environment Requirements 

• Primarily sedentary office environment. 

• Frequent use of computers, phones, and radio equipment. 

• May require extended periods of sitting and multitasking. 

Key Competencies 

• Communication Skills 

• Critical Thinking & Decision-Making 

• Attention to Detail 

• Stress Tolerance 

• Team Collaboration 

• Problem Solving