Communications Manager
Salary: $60,000-$80,000
Reports To:
VP of Growth and Outreach
Position Summary
The Communications Manager oversees all communications center operations, ensuring safe, efficient, and customer-focused dispatch services. This position is responsible for staffing, employee development, operational performance, quality assurance, scheduling, reporting, and continuous improvement while collaborating with leadership across the organization.
Leadership & Personnel Development
· Directly oversee and manage all members of the communications team.
· Recruit, interview, onboard, train, coach, and mentor communications personnel.
· Develop team members' skills and strengths to ensure departmental success.
· Conduct regular performance evaluations and create measurable performance improvement plans when needed.
· Develop succession plans and identify future leaders within the communications department.
· Foster a culture of accountability, teamwork, professionalism, and continuous improvement.
· Maintain accurate records related to employee education, coaching, discipline, and workflow changes.
Operations Management
· Ensure all dispatch operations run safely, efficiently, and consistently.
· Develop, implement, and continuously improve communications center policies, procedures, and workflows.
· Monitor dispatcher adherence to protocols, agency standards, and operational expectations.
· Monitor system performance metrics, identify operational trends, and implement corrective actions.
· Ensure appropriate staffing levels through historical and predictive call volume analysis.
· Analyze historical data to optimize scheduling and resource deployment.
· Oversee CAD system functionality and recommend process or technology improvements.
Quality Assurance & Performance
· Perform regular quality assurance reviews of dispatch performance, documentation, and radio communications.
· Develop and monitor departmental Key Performance Indicators (KPIs).
· Monitor and analyze call volume trends to improve operational efficiency and customer satisfaction.
· Produce accurate and timely reports for all departments, including communications performance reporting.
· Ensure compliance with company policies, accreditation standards, and applicable regulations.
Collaboration & Organizational Support
· Work closely with administration and operational leaders to address communication, deployment, and efficiency concerns.
· Uphold Apex Paramedics' core values of Honesty, Accountability, and Service throughout the communications department.
· Support organizational initiatives that improve operational effectiveness and customer service
· Help identify and communicate opportunities for improvement across all departments they interact with or impact
Qualifications
· Minimum of 3 years of experience in a communications role, preferably in healthcare.
· Minimum of 1 year in a management or leadership role.
· Knowledge of private ambulance dispatch operations.
· Ability to prioritize and perform effectively in a fast-paced environment.
· Proficiency with Zoll CAD, RescueNet Reporting, and HigherGround or ability to adapt to these systems rapidly.
· Strong written and verbal communication skills.
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- On-site gym
- Paid parental leave
- Paid time off
- Vision insurance
Work Location: In person
