COMMUNICATIONS SPECIALIST

Excelsior Ambulance Service, Inc.; Jacksonville (FL); On-site; USD 32,000 - 33,000; Full time

Job summary

Excelsior Ambulance Service, Inc. is seeking a Communications Specialist/Dispatcher in Jacksonville, FL. This full-time clerical role supports 24/7 EMS operations and requires handling emergency and non-emergency transport requests efficiently.

The position demands excellent customer service, professional communication, and the ability to stay composed under pressure. Prior EMS dispatch experience and proficiency with CAD systems are preferred.

Qualifications

• Minimum of one (1) year of EMS or public safety dispatching experience, high-volume call center experience, or comparable telecommunications experience.
• Ability to read, write, and communicate effectively in English.
• Ability to communicate clearly by telephone, radio, email, and other platforms.
• Ability to accurately receive, record, transmit, and report detailed information.

Responsibilities

• Provide exceptional customer service during every interaction with providers, facilities, patients, and staff.
• Monitor and respond to calls, radio traffic, emails, and other communications.
• Maintain calm demeanor during high call volume, emergencies, and disruptions.
• Enter service requests accurately into the CAD system.
• Review, schedule, prioritize, and assign transportation requests.

Skills

EMS Dispatching

High-volume calls

English proficiency

Typing speed

Radio communications

Multitasking

Customer service

Education

High school diploma or equivalent

Tools

Two-way radio system

Computer proficiency

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

COMMUNICATIONS SPECIALIST

JAXComms Full Time Clerical Jacksonville, FL, US

Salary Range: $23.00 To $24.00 Hourly

Job Title

Communications Specialist/Dispatcher

Location

Department

Office

Status

Non-Exempt / Hourly

Reports to

Communications Leadership Team

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.

Minimum Required Qualifications

• 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.

Core Competencies

• 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

Additional Expectations

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.