Emergency Medical Call-Taker & Dispatch Specialist

AmeriPro Health LLC; Atlanta (GA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Personal Time Off 2 weeks+ progressing

Extensive benefits: Medical, Dental, V

Employer paid Basic Life and AD&D

HSA contribution $600

401(k) employer match 50% up to 6%

Employee Assistance Programs (EAP)

Tuition reimbursement $5,000

Career advancement opportunities

Flexible scheduling

Job summary

AmeriPro Health seeks a Communications Specialist to handle emergency and non-emergency ambulance calls from Dunwoody and Morrow centers. You will gather complete information, determine service level, enter calls into CAD, and relay details to Dispatch and team members.

Utilizing approved EMD processes for applicable 911 calls, you will escalate when needed and ensure accurate call documentation. The role emphasizes clear communication, privacy compliance, and ongoing training.

Qualifications

• Six months of customer service experience required.
• Six months of call-center experience in a fast-paced environment.
• Ability to pass and maintain EMD certification within 1–3 months.
• Proficiency with CAD systems or aptitude to learn.
• Strong typing skills and data-entry proficiency.
• Solid knowledge of emergency procedures, protocols, and guidelines.
• Proficient in English communication, both verbal and written.
• Excellent organizational and multitasking abilities under pressure.
• Strong listening skills and interpersonal communication.
• Sound judgment and decision-making capabilities.
• Adaptability to operation needs.

Responsibilities

• Answer emergency, non-emergency, and interfacility transport calls promptly and professionally.
• Verify call location, patient details, callback info, sending/receiving facilities, chief complaint, priority, and service level.
• Enter and update call information in CAD as details evolve.
• Apply the approved EMD protocol for applicable 911 calls, including pre-arrival instructions.
• Escalate when protocol, caller, or clinical situation requires escalation.
• Identify IFT priorities and service levels using approved procedures.
• Communicate call status, changes, cancellations, or safety concerns to relevant staff.
• Receive calls via telephone, CAD-to-CAD, and other intake platforms.
• Monitor calls and provide updates to facilities or requesting agencies as needed.
• Maintain confidentiality and comply with privacy/security requirements.
• Document issues, delays, complaints, or escalations; notify leadership as required.
• Participate in training, quality reviews, and ongoing coaching.

Skills

Customer service

Call center experience

Active listening

Multitasking under pressure

Strong English communication

Problem solving

Typing speed

Education

High school diploma or equivalent

Tools

CAD systems

Job description

AmeriPro Health seeks a Communications Specialist to handle emergency and non-emergency ambulance calls from Dunwoody and Morrow centers. You will gather complete information, determine service level, enter calls into CAD, and relay details to Dispatch and team members.

Utilizing approved EMD processes for applicable 911 calls, you will escalate when needed and ensure accurate call documentation. The role emphasizes clear communication, privacy compliance, and ongoing training.