Dispatcher, Customer Service​/HelpDesk

EMS Dispatcher I

Location: San Antonio, TX

Schedule: Full-Time | In-Person

We are currently hiring for two positions. One position is based at Superior Mobile Health's Main Station and the other position is based at the Christus Communications Center.

All new hires are required to complete a three-week onsite training program. Training for both positions takes place at the Superior Mobile Health Main Station before transitioning to the assigned work location.

The EMS Dispatcher I is responsible for efficiently handling incoming emergency and non-emergency calls, accurately entering and validating information in the Computer-Aided Dispatch (CAD) system, and supporting the overall dispatch workflow. This role focuses on high-quality call intake, data accuracy, and seamless coordination with field crews and higher-level dispatchers.

• Answer incoming emergency and non-emergency calls with professionalism, urgency, and strong situational awareness.
• Quickly gather critical information from callers and portal submissions (location, nature of call, patient details, scene safety, etc.).
• Accurately enter, verify, and update all call data into the CAD system.
• Review, edit, and validate call information submitted through portals or hospital interfaces.
• Proactively communicate with internal teams to resolve missing or unclear details.
• Maintain strict confidentiality of patient and company information in compliance with HIPAA and organizational policies.
• Collaborate effectively with Dispatchers II, Shift Supervisors, and field crews to ensure timely response coordination.
• Support the dispatch team with complex call intake or clerical tasks as needed.
• Stay current on company procedures, protocols, regional geography, and CAD best practices.
• Perform other duties as assigned to support efficient dispatch center operations.

Experience

• 2+ years of dispatch experience strongly preferred (EMS, fire, police, or high-volume medical dispatch).
• Demonstrated proficiency with Computer-Aided Dispatch (CAD) systems.
• Proven ability to handle high-volume, fast-paced call environments while maintaining accuracy and composure.

Education

• High school diploma or GED required.
• Associate degree or dispatch-related certification (e.g., EMD, ETC, or equivalent) is a plus.

• Attention to Detail – Exceptional accuracy in data entry and error detection under pressure.
• Customer Communication – Professional, empathetic, and clear communication with callers in stressful situations.
• Multitasking & Prioritization – Effectively manages multiple calls, data entry, and follow-ups simultaneously.
• Team Collaboration – Strong team player who supports Dispatchers II and supervisors.
• Confidentiality – Handles sensitive information with the highest level of discretion.
• Adaptability – Thrives in a dynamic, fast-changing environment.
• Technical Fluency – Proficient with CAD systems and dispatch-related software.

• Previous EMS, 911, or emergency medical dispatch experience.
• Familiarity with San Antonio and surrounding regional geography.
• Bilingual (English/Spanish) highly preferred.

This position has no supervisory responsibilities.