Communication Specialist I - Ambulance Dispatch - FT

Carilion Clinic; Roanoke, Northern (VA, KY); On-site; USD 28,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Pension plan

Paid time off

Education and training

Job summary

Carilion Clinic in Roanoke, VA is hiring a Communication Specialist I for Ambulance Dispatch. This full-time role supports emergency patient transport, acts as a primary contact for EMS agencies, hospitals, and dispatch centers, and ensures timely, safe patient transfers.

The ideal candidate will have EMT certification and experience in a call center or EMS, with strong multitasking and customer service skills. A sign-on bonus of $7,500 is available for eligible external applicants.

Qualifications

• High school diploma or equivalent required.
• Prior call center/911 dispatch or EMS provider experience preferred.
• Virginia EMT certification (EMT-B, EMT-Advanced, EMT-Intermediate, or Paramedic) required.
• AHA BLS for Healthcare Providers required within 3 months of hire.

Responsibilities

• Staff ground ambulance dispatch pods in the Communication Center.
• Screen and manage calls to minimize delays and prioritize emergencies.
• Dispatch units within minutes of the initial call and coordinate resources.
• Maintain patient data privacy and accurate data entry in dispatch software.
• Collaborate with Transfer Center staff and other teams to ensure smooth transfers.

Skills

Customer service

Multitasking

Keyboarding/typing

Windows proficiency

Education

High school diploma or equivalent

Job description

Employment Status: Full time Shift: Variable Hours (United States of America) Facility: 2301 Brambleton Ave SW - Roanoke Requisition Number: R161902 Communication Specialist I - Ambulance Dispatch - FT (Open)

How You’ll Help Transform Healthcare:

The Communication Specialist I works in the call center for Carilion Clinic Patient Transport (CCPT) department. The Communications Specialist is a central link in the safe transfer and transport of patients throughout the region and is one of the first points of contact for patients, prospective patients, discharge planners, insurance companies/brokers, physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic. #EMSHeroes Successful candidate must be certified as an EMT-Basic, EMT-Advance, EMT-Intermediate or Paramedic in the State of Virginia. A $7,500.00 sign-on bonus is available for external candidates who meet eligibility requirements. The CCPT Communication Specialist I Maintains proficiency in all CCPT Communications Center Coordinator responsibilities and serves as a resource for the Coordinator's when needed.

• Primarily used for staffing the ground ambulance dispatch pods in the Communication Center.
• Develops and matures professional relationships with the Transfer Center staff to facilitate synergies and communication between departments.
• Receives and screens calls in an efficient manner to minimize delays.
• Identifies and prioritizes emergency calls, routinely dispatching units in less than two minutes from the time of the initial call.
• Escalates flight requests to the appropriate pod for immediate assistance.
• Appropriately determines the level of care required and the mode of transport needed based on CCPT scope of practice for basic life support, advanced life support, and critical care.
• Anticipates projected patient needs during transport based on clinical condition and history and projected out of hospital time, actively uses this information in the decision‑making process as an advocate for quality and patient safety.
• Schedules trips and dispatches ground ambulances, using all available tools to identify the closest, most appropriate resource, time‑stamps units, monitors ambulance response times, and intervenes with clinical teams to address concerns or delays.
• Provides updates on arrival time to the requestor when the unit will be more than 10 minutes early or late for a scheduled pick‑up.
• Demonstrates sustained proficiency in multi‑tasking and prioritizing work.
• Operates specialized computer software and computer systems in a timely and accurate manner.
• Minimizes delays by direct data entry into the system while the caller is on the line.
• Reviews electronic medical records for demographic information, clinical information, or prior transport information to ensure an appropriate match of resources to patient need.
• Actively works to ensure the protection of private health information during the process.
• Cancels and reschedules appointments in the dispatch software program, using attention to detail to ensure the right patient and the right cancellation reason.
• Works closely with the lead pod to assist other team members as directed.
• As a team member, demonstrate respect, dignity, kindness, and empathy in every encounter with patients, peers, leadership, and external parties.

What We Require:

Education: High school diploma or equivalent required. Experience: Prior experience in a call center, 911 dispatch center, or as an Emergency Medical Services provider required. Licensure, Certification, and/or Registration: Virginia Office of Emergency Medical Services certification as an Emergency Medical Technician- Basic (EMT-B) , EMT-Advanced, EMT-Intermediate, or Paramedic is required. American Heart Association Basic Life Support - Health Care Provider (AHA BLS -HCP) required within 3 months of hire. Other Minimum Qualifications: Must be proficient with keyboarding/typing and use of software applications, including Windows. Must demonstrate sustained proficiency in multi-tasking and effective communication skills focused on customer service.

To learn more about our Communication and Transfer Center, read this article: CCPT Communication and Transfer Center

This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be required to perform job-related tasks other than those specifically presented in this description.

Compensation Range: $20.10 - $28.14 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Recruiter: JAMIE RATLIFF Recruiter Email: [e-mail] For more information, contact the HR Service Center at 1-800-599-2537.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace.

For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday. For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Benefits, Pay and Well-being at Carilion Clinic

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away. When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training

In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Join an organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, fully dedicated, and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.