ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build and maintain a cohesive Dispatch Team focused on superior patient care and customer service.

• Directly manage the Dispatch team.

• Develop, implement, and monitor training for the Dispatch team.

• Develop and update SOPs and guidelines for the Dispatch team.

• Drive operational performance by monitoring and improving key Dispatch metrics, including Unit Hour Utilization (UHU), acceptance rates, and Vehicle Response Time (VRT).

• Identify trends, implement process improvements, and collaborate cross-functionally to ensure optimal system efficiency and service delivery.

• Maintain an inclusive and welcoming environment in the Dispatch center.

• Be a strategic advisor to the Management Team on all aspects of Dispatch including deployment, customer success, Dispatch organization structure, and operational improvements.

• Act as a liaison between Dispatch, crew members, field leadership, and customers.

• Partner with the Clinical and Billing departments to ensure superior quality charting and documentation for patient continuity of care.

• Collaborate effectively with Station Managers to ensure efficient daily operations.

TECHNICAL SKILLS AND KNOWLEDGE REQUIRED

• Perform all of the duties described in the Customer Service Dispatcher job description with a high degree of proficiency.

• Possess a complete understanding of current services, service areas, and contracted facilities.

• Advanced knowledge of local, regional and state EMS principles, practices, regulations and procedures, California experience preferred.

• Demonstrated background of successful customer service experience required.

• Demonstrated experience achieving long-term team goals.

• High degree of familiarity and compliance with all internal and customer policies and procedures related to daily operations.

• Excellent time management skills with a proven ability to prioritize and meet deadlines.

• Proficient with Microsoft Office Suite, specifically Excel. TraumaSoft, Samsara, Vectorcare experience a plus.

LEADERSHIP AND COMMUNICATIONS SKILLS REQUIRED

• Demonstrated ability to lead, coach, and develop teams in dynamic environments.

• Excellent interpersonal and customer service skills, demonstrating a high degree of empathy, customer focus, and discretion.

• Strong learning agility and ability to adapt to an ever-changing environment.

• Excellent organizational skills and attention to detail, with strong analytical and problem-solving skills; demonstrated ability to manage multiple projects simultaneously.

• Possess the capacity to think strategically and implement strategic initiatives; accountable and responsible with a results-oriented mindset.

• Excellent verbal and written communication skills ensuring employees have the best experience while engaging with the Dispatch Team.

• Ability to work both independently and collaborate as part of a team.

REQUIRED EDUCATION AND WORK EXPERIENCE

• Minimum three years dispatch/ambulance operations related experience required, with at least one in a leadership role.

• Prior EMS/EMT experience preferred.

• High school diploma or equivalent.

• Emergency Medical Dispatch certification or ability to obtain within 30 days of hire.

• Ability to visit Falcon’s (local) regional stations.

• Ability to work non-traditional hours as needs require.

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

• Requires frequent repetitive hand movements, standing, walking, reaching and grasping.

• Able to hear and communicate clearly to perform job duties in person and over the telephone.

• Adequate vision to be able to read information from printed sources and computer screens.

This is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned. Falcon is AN EQUAL OPPORTUNITY EMPLOYER.