Dispatcher, Customer Service​/HelpDesk

Job Details

Location:

Athens, GA 30605

Position Type:
National EMS

Job Category:
Dispatch / Communications

As an EMS Dispatcher, you’ll be at the heart of our operations, coordinating emergency and non‑emergency medical transports. Your role is critical in managing communications between patients, medical personnel, and transport units, ensuring the right resources are in the right place at the right time. Dispatchers at National EMS uphold our core values, following established policies, protocols, and cultural standards. This position includes a six-month introductory probationary period to ensure your success in the role.

• Call Handling:
  Operate the telephone system efficiently, managing requests for emergency and non-emergency ambulance services. Accurately gather essential information to create service records and patient accounts, prioritizing calls based on urgency while maintaining a professional and courteous demeanor.
• Direct Dispatching:
  Oversee dispatching services for ambulances within the Athens-Clarke and Oconee County areas while monitoring units in Rockdale and Morgan counties. Work closely with local and surrounding county 911 centers to maintain open communication and ensure timely relay of essential information.
• Dispatching Operations:
  Operate and monitor multiple radio channels, including primary and backup systems, to ensure seamless communication across all service areas. Monitor real‑time situations, relay critical information between patients and crews, and ensure both patient and crew safety. You will determine the appropriate equipment and personnel for each scenario, consulting with supervisors or management when needed.
• Resource Coordination:
  Use prescheduled call information to effectively manage resources for the following day. You’ll monitor unit availability, adjust for priority cases, and ensure timely deployment of resources.
• Reporting:
  Collect and report daily statistics, including call volumes, unit utilization, and transport details to management. Maintain daily logs and update reports for the incoming shift to ensure seamless transitions.
• Operational Excellence:
  Adhere to and stay updated on all Standard Operating Procedures (SOPs), policies, and market‑specific details. Identify and report potential issues to management, ensuring service quality is consistently high for both internal teams and external clients.

• High School Diploma or GED
• Strong customer service skills
• Proficient in Microsoft Office Suite (Excel, Word)
• Excellent organizational and time management abilities
• Ability to thrive in a fast‑paced, high‑pressure environment
• Experience in EMS, dispatch, or a related field is preferred but not required

$34,892