911 Dispatcher - Non-EMT

Hackensack Meridian Health Inc.; Edison (NJ); On-site; USD 42,000 - 60,000; Full time

Job summary

Hackensack Meridian Health is seeking a dispatcher for the EMS department to manage 9-1-1 requests, coordinate EMS services, and act as a liaison with police, fire, and hospital staff. Duties include validating information and providing pre-arrival instructions.

The role requires a high school diploma or GED, 1 year of healthcare or EMS dispatch experience, and strong communication skills with proficient computer use.

Qualifications

• High School diploma or GED required.
• Minimum 1 year of customer service in health care or EMS dispatch.
• Excellent written and verbal communication skills.
• Proficient with computer systems and common software.

Responsibilities

• Perform dispatch functions for EMS departments.
• Coordinate requests for EMS services and provide scheduling updates.
• Validate caller information and required documentation (e.g., PCS forms).
• Communicate updates to requestors and escalate concerns to leadership when needed.

Skills

Customer service

Communication skills

Computer skills

Dispatch experience

Education

High School diploma or GED

Tools

Dispatch software

Radio communications

Microsoft Office/Google Suite

Job description

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

Performs dispatch functions on behalf of the EMS department(s). Coordinates requests for EMS services. Responsible for efficiently and accurately managing incoming and outgoing telephone and radio communications. Acts as a liaison between EMS and those requesting EMS services, such as police departments, fire departments, other EMS agencies, civilians, case managers, social workers, and other facility representatives. Validates requestor information and associated documentation (e.g., PCS forms) and follows up on discrepancies on time. Processes 9-1-1 requests for service, including providing emergency medical call screening and pre-arrival instructions as indicated. Provides dispatch to EMS department units, and interacts with EMS crews. Communicates effectively with requestors, including updates regarding scheduling, delays, and other relevant information. Escalates concerns and conflicts to the chain of command promptly. Performs all other duties assigned by leadership.

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Minimum of 1 year of customer service experience in a health care setting; or, 1 year of experience in dispatching law enforcement, fire department, or EMS services.
• Excellent written and verbal communication skills.
• Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Experience working with case managers and insurance providers.
• Knowledge of county geo-political boundaries, major highways, and landmarks.
• Working knowledge of the radio system and its components.
• Working understanding of radio broadcast procedures.
• Familiarity with FCC Rules and Regulations.
• Familiarity with computer-aided dispatch, dispatch software, UHF/VHF, and other radio frequencies.

Licenses and Certifications Required:

• BLS AHA Basic Health Care Life Support HCP Certification within 3 months of entering position.
• Basic Tele-communicator Certification within 3 months of entering position.
• Emergency Medical Dispatcher Certification (NJ State Approved) within 3 months of entering position.
• Certified in IC 100 within 6 months of entering position.
• ICS 200 Certification within 6 months of entering position.
• Hazmat Awareness within 6 months of entering position.

Licenses and Certifications Preferred:

• Emergency Medical Technician Certification New Jersey or Paramedics Certification.