Lead Communications Manager - EMS Dispatch & QA

Priority Dispatch Corp.; Richmond (VA); On-site; USD 65,000 - 70,000; Full time

Job summary

Hospital to Home LLC in Richmond, VA seeks a Communications Manager to lead the communications team, develop training programs, and drive quality assurance initiatives. You will work closely with Supervisors to ensure efficient dispatch operations and adherence to standards.

The role emphasizes incident investigations, performance analysis, and cross-functional collaboration to meet strategic goals for the department.

Qualifications

• Be proficient in reading, writing, and speaking English.
• Hold a valid driver’s license with an acceptable motor vehicle record.
• Minimum of 3–5 years of dispatching experience in an EMS or medical transportation environment.
• Minimum of 2 years of experience in a supervisory, training, or quality assurance role.
• Must not have been convicted or found guilty of any crime or offense precluding employment under state EMS regulations (12VAC5-31-910).
• Preferred: Bachelor’s degree in a related field; VA OEMS certification as an EMT or higher; Certification as a communications center supervisor or manager; CPR/EVOC certifications within 6 months of employment.

Responsibilities

• Provide guidance, coaching, and support to Communications Supervisors and Officers.
• Assist in managing daily operations and resolving escalated issues from staff and customers.
• Develop, implement, and oversee a comprehensive quality assurance program for the communications center.
• Analyze performance data to identify trends and report findings to leadership.
• Design, coordinate, and deliver initial and ongoing training programs for all communications personnel.
• Identify staff training needs and facilitate professional development and certification activities.
• Collaborate with the operations team to analyze workflows and implement process improvements.
• Assist in policy and procedure development and enforcement of SOPs.
• Perform and oversee investigations into incidents, complaints, or errors and recommend corrective actions.

Skills

Leadership

Training

Quality assurance

Communication skills

Problem-solving

Organizational skills

Education

Bachelor's degree in a related field

Tools

TraumaSoft

Microsoft Office Suite

Job description

Hospital to Home LLC in Richmond, VA seeks a Communications Manager to lead the communications team, develop training programs, and drive quality assurance initiatives. You will work closely with Supervisors to ensure efficient dispatch operations and adherence to standards.

The role emphasizes incident investigations, performance analysis, and cross-functional collaboration to meet strategic goals for the department.