Overnight Medical Communications Supervisor (NREMT)

Best Care Ambulance, Inc.; Maryland; Hybrid; USD 70,000 - 90,000; Full time

Job summary

Butler Medical Transport is seeking a Dayside Medical Communications Supervisor (NREMT required) to lead the overnight/early hours at the Windsor Mill, MD campus. The role focuses on supervising call center operations, dispatch accuracy, and ensuring high customer satisfaction in emergent and non-emergent ambulance transportation services.

The supervisor will monitor performance, prepare reports, and collaborate with facilities and field teams to meet contractual obligations while maintaining

Qualifications

• Proven experience in a customer service process development role ensuring the highest level of customer service is provided.
• Excellent interpersonal and communication skills.
• Experience evaluating processes and mapping solutions to ensure the highest level of customer success.
• Ability to ensure all agents understand and comply with call center objectives and policies.
• Experience monitoring and evaluating agent performance and coaching opportunities.
• Able to prepare reports in Excel and analyze data for management.
• Experience with supervisors and management to support agents and maximize customer satisfaction.
• Outstanding organizational and multitasking abilities.
• Active listener with excellent communication skills.
• Sound judgment and critical thinking.
• Other duties as assigned.

Responsibilities

• Support and monitor call center operations overnight to meet on-time goals.
• Distribute workload and deploy resources for efficiency and safety.
• Ensure compliance with policies and regulations during night shift.
• Provide leadership and coaching to agents as needed.
• Prepare performance reports and analyze call data for management.
• Coordinate with facilities, customers, and field operations.

Skills

Customer service leadership

Interpersonal communication

Conflict resolution

Excel reporting

Data analysis

Multitasking

Active listening

Decision making

Team supervision

Education

High School Diploma or GED

Associate degree in business administration

Statistics

Training and development

Tools

Excel

Job description

Butler Medical Transport is seeking a Dayside Medical Communications Supervisor (NREMT required) to lead the overnight/early hours at the Windsor Mill, MD campus. The role focuses on supervising call center operations, dispatch accuracy, and ensuring high customer satisfaction in emergent and non-emergent ambulance transportation services.

The supervisor will monitor performance, prepare reports, and collaborate with facilities and field teams to meet contractual obligations while maintaining