Medical Transport Communications Team Member (Dispatcher)
About Physicians Ambulance
Physicians Ambulance is a third-generation, family-owned Ohio EMS provider built on service, trust, and a commitment to exceptional patient care. Serving more than 250 healthcare and professional partners across 22 counties in Northern and Central Ohio, we provide emergency medical services, skilled patient transportation, and event medical support with the experience, responsiveness, and personal attention our partners depend on.
We believe our people make the difference—and we invest in helping them grow. Through clinical education, professional development, and clear career advancement opportunities, Physicians Ambulance supports employees at every stage of their healthcare career. As an Accredited Learning Center and educational partner of University Hospitals, we offer free refresher courses and development pathways designed to help our team strengthen their skills and advance within the healthcare field.
The Role
We are seeking a Dispatcher that coordinates and directs emergency and non-emergency medical transportation resources to support safe, timely, and efficient service delivery. Monitors system status, deploys appropriate field resources, communicates with customers, healthcare partners, and field personnel, and serves as a central communication link between operations and service delivery while ensuring compliance with company policies, operational procedures, and applicable regulatory requirements.
The Dispatcher position is a critical operational role responsible for coordinating ambulance resources, supporting patient care operations, maintaining communication between stakeholders, and ensuring the safe and efficient delivery of services.
This is not a traditional receptionist or basic customer service position; it requires the ability to manage multiple time-sensitive transportation requests, communications, field resources, and changing operational priorities simultaneously.
What You'll Do
- Receive, prioritize, and dispatch emergency and non-emergency medical transportation requests using Computer-Aided Dispatch (CAD), Traumasoft, and other approved communication systems.
- Deploy the most appropriate resources based on patient needs, unit availability, geography, operational priorities, and contractual obligations.
- Monitor the status, location, and availability of field units and maintain situational awareness of system resources throughout the shift.
- Communicate effectively with field personnel, healthcare facilities, customers, subcontracted providers, and management regarding transport requests, operational updates, and service concerns.
- Notify customers, healthcare facilities, and management of significant service delays, operational disruptions, or changes in transport status.
- Maintain accurate, complete, and timely documentation, records, logs, and dispatch-related information in accordance with company policies, HIPAA requirements, information security requirements, and applicable privacy laws.
- Coordinate and organize current and future transport requests to ensure efficient scheduling, resource utilization, and service delivery.
- Verify trip details, resource requirements, and next-day transportation schedules to support operational readiness.
- Maintain confidentiality of Protected Health Information (PHI), Personally Identifiable Information (PII), operational information, employee information, customer information, and proprietary company information in accordance with HIPAA, company policy, and applicable law.
- Comply with all information security, cybersecurity, data protection, and electronic communications policies and procedures.
- Support billing, quality assurance, and operational processes by ensuring required documentation and information are complete and accurate.
- Utilize telephones, radios, mobile communications devices, and other approved communication systems in compliance with company policies and applicable laws.
- Maintain working knowledge of company services, operational procedures, service areas, healthcare facilities, transportation routes, and deployed equipment.
- Provide professional, courteous, and calming customer service when interacting with patients, family members, healthcare partners, and coworkers.
- Communicate operational concerns, service issues, and improvement opportunities to leadership in a timely manner.
- Maintain a clean, organized, and operationally ready work environment.
- Participate in training, continuing education, and onboarding activities as assigned.
- Demonstrate continuous effort to improve operational efficiency, communication, customer service, and overall system performance.
- Work cooperatively with field personnel, supervisors, office staff, and other departments to support safe and effective operations.
What We're Looking For
Required:
- High school diploma or equivalent required.
- A minimum of one year of experience in dispatching, EMS, public safety communications, healthcare operations, transportation or logistics coordination, scheduling, a high-volume call center, or a similarly fast-paced operational environment is required.
- Demonstrated professional experience managing multiple telephone calls, computer systems, assignments, schedules, or competing priorities simultaneously is required.
- Professional experience accurately receiving, entering, verifying, and communicating detailed information while working under time constraints is required.
- Continued employment is contingent upon successfully demonstrating proficiency in required dispatch systems, procedures, communication standards, and operational decision-making within the established training period.
- Comparable experience that clearly demonstrates the required operational, communication, technology, multitasking, and decision-making abilities may be considered.
- Ability to work the specific shift identified in the job posting, including assigned weekends and holidays, and to work overtime or extended hours when operationally required.
Preferred:
- Experience using Computer-Aided Dispatch (CAD), Traumasoft, transportation-management, scheduling, GPS, mapping, or similar operational software preferred.
- Valid driver's license preferred. Employees must maintain reliable transportation and the ability to report to scheduled shifts and emergency staffing assignments.
Compensation & Benefits
Salary: $20.00 - $26.00 per hour (based on experience)
Comprehensive Benefits Package:
- Medical, Dental, and Vision Insurance
- 401(k) with Company Matching
- Paid Time Off
- Life Insurance
- Employee Assistance Program
- Professional Development Assistance
- Employee Discount & Referral Program
- Bonus Pay Opportunities
Schedule
- 12-hour shifts
- Weekend and holiday rotation
- Overtime and on-call opportunities
Knowledge, Skills, and Abilities
- Knowledge of emergency and non-emergency medical transportation operations, dispatch procedures, resource deployment, and communications center processes.
- Ability to prioritize requests, coordinate resources, and make sound operational decisions in a fast-paced environment, including periods of high call volume, operational disruptions, emergency incidents, and competing priorities.
- Ability to maintain composure, professionalism, and effective decision-making during stressful, emotionally charged, or rapidly changing situations.
- Strong verbal and written communication skills with the ability to communicate professionally with customers, healthcare facilities, field personnel, subcontractors, and management.
- Knowledge of HIPAA, confidentiality requirements, cybersecurity awareness, information security practices, and privacy obligations applicable to healthcare operations.
- Ability to simultaneously monitor, prioritize, coordinate, and document multiple active transportation requests, field units, and operational activities.
- Proficiency with Computer-Aided Dispatch (CAD) systems, Traumasoft, communication equipment, data entry, and Microsoft Office applications.
- Ability to maintain accurate records, documentation, billing-related information, and operational reports while ensuring HIPAA compliance, information security compliance, and confidentiality requirements.
- Knowledge of service area geography, healthcare facilities, transportation routes, and navigation resources to support efficient deployment decisions.
- Ability to remain calm under pressure, adapt to changing operational demands, and work collaboratively with field crews, supervisors, and office personnel.
Competencies
To perform this job successfully, an individual should demonstrate the following competencies:
- Communication: Speaks and writes clearly; accurately relays information between customers, field personnel, healthcare partners, and management, while maintaining confidentiality and professionalism in all communications.
- Customer Service: Provides professional, courteous, and responsive service while supporting patient, facility, and customer transportation needs.
- Critical Thinking: Evaluates operational information, prioritizes requests, and makes sound dispatch decisions based on available resources and service needs.
- Teamwork: Collaborates effectively with dispatch personnel, field crews, leadership, and support departments to ensure efficient operations.
- Adaptability: Responds effectively to changing priorities, service demands, delays, unexpected operational challenges, emergency situations, and disaster-related incidents.
- Dependability: Consistently demonstrates reliability, accountability, punctuality, and commitment to operational excellence.
- Professionalism: Demonstrates integrity, respect, discretion, and sound judgment in all interactions and work activities.
- Safety: Adheres to established safety procedures, operational protocols, and regulatory requirements while promoting a culture of safety and compliance.
- Quality and Accuracy: Maintains complete, accurate, and timely documentation while ensuring operational information and dispatch records are reliable and thorough.
- Compliance and Confidentiality: Consistently adheres to HIPAA requirements, privacy obligations, company policies, documentation standards, and regulatory requirements.
Physical Requirements
- Frequently required to sit, stand, walk, reach, use hands and fingers, and communicate verbally.
- Frequently required to view computer monitors and operate communication equipment.
- Must be able to perceive information displayed on computer screens, radios, telephones, and other communication systems.
- Must be able to effectively receive, interpret, process, and communicate information through radios, telephones, alarms, computer systems, and other communication devices, with or without reasonable accommodation.
- Occasionally required to lift and move office materials weighing up to 25 pounds.
- Must be able to work extended periods at a workstation, including prolonged periods of monitoring multiple computer screens and communication systems.
Work Environment
- Primarily performed in a communications center environment.
- Frequent use of computer workstations, telephones, radios, and dispatch systems.
- Fast-paced environment requiring multitasking and rapid decision-making, including simultaneous management of multiple active incidents, transportation requests, and operational priorities.
- May be required to work evenings, nights, weekends, holidays, overtime, and during emergency operations, severe weather events, disaster response activities, and other business continuity situations.
Why Choose Physicians Ambulance?
"You spend more time at work than not—so where you work should represent what you believe in. At Physicians Ambulance, our people are our differential. We aren't perfect, but we're building the perfect organization together. We take care of our employees so they can take care of our customers." — Jason Hess, President
Join a team where your work has purpose, your growth is supported, and your contributions make a real difference in people's lives every single day.
Location: 9200 Noble Park Dr, Brecksville, OH 44141
Ready to Join Our Family?
Apply today and discover what makes Physicians Ambulance different.
Job Types: Full-time, Part-time
Pay: $20.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Relocation assistance
- Retirement plan
- Vision insurance
Ability to Commute:
- Brecksville, OH 44141 (Required)
Ability to Relocate:
- Brecksville, OH 44141: Relocate before starting work (Required)
Work Location: In person
