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.
- 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.
- 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 Accountability
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.
Skills Required
- High school diploma or equivalent
- At least one year of EMS or public safety dispatching, high-volume call center, or comparable telecommunications experience
- Ability to read, write, and communicate effectively in English
- Clear and professional communication by telephone, radio, email, and other communication platforms
- Ability to accurately receive, record, transmit, and report detailed information
- Customer service skills and ability to interact professionally with diverse customers
- Ability to manage multiple priorities and make sound decisions in a fast-paced, high-stress environment
- Proficient typing skills with sufficient speed and accuracy
- Experience using a two-way radio system
- Basic computer proficiency and ability to learn specialized dispatch and communications systems
- Ability to operate assigned Communications Center equipment and technology
- Relevant medical or emergency communications experience
What We Do
Excelsior Ambulance Service provides EMS and specialty transport services for hospitals, health systems, communities, event partners, and patients across the Southeast. Established in 2011, Excelsior operates throughout Georgia, Alabama, South Carolina, and Florida, providing emergency and non-emergency response, 911 services, interfacility transportation, critical care and specialty transport, and special event medical support. As a Service-Disabled Veteran-Owned Small Business (SDVOSB), Excelsior is built around high-performance operations, advanced clinical capability, and dependable system support. Our EMTs, paramedics, and clinical teams are trained and equipped to manage a wide range of patient needs, from basic and advanced life support to complex, high-acuity transports. We work alongside healthcare partners to support both routine operations and complex transport needs while continuing to invest in the equipment, education, protocols, and clinical environment that allow EMS professionals to advance their practice. Our goal is to be the EMS partner healthcare organizations can trust, the workplace clinicians can grow within, and the specialty transport resource the Southeast can rely on when the need is routine, complex, or urgent.
