Call Center Coordinator

The Call Center Coordinator is responsible for coordinating and dispatching non-emergency ambulance transportation requests in a fast-paced, 24/7 call center environment. This position ensures accurate, timely, and professional communication between patients, healthcare facilities, and field crews while maintaining compliance with LIFEwest's protocols and service standards.

Key Responsibilities:

Duties/Responsibilities:

Dispatching & Call Coordination

• Serve as the primary point of contact for incoming calls/requests related to medical transportation requests.
• Accurately gather and document essential trip information, ensuring all details are entered correctly into the dispatch system.
• Prioritize and coordinate ambulance assignments based on urgency, location, and resource availability.
• Maintain clear and professional communication with field crews, healthcare facilities, and clients to ensure smooth transport operations.
• Monitor ongoing calls and dispatch activity to ensure timely responses and adherence to company and client protocols.
• Escalate issues or service delays to the Lead or Operations Manager as needed.
• Assist with verifying trip and billing information to ensure accuracy prior to processing.

Operational Support

• Maintain accurate records of calls, dispatches, and billing communications within the system.
• Assist with shift handoffs by ensuring all pending trips and issues are communicated to the next shift.
• Follow established policies, procedures, and protocols to maintain service quality and compliance.
• Participate in ongoing training and quality assurance activities to enhance service performance.
• Other duties as assigned

Qualifications:

• High school diploma or GED required.
• 1–2 years of experience in dispatch or call center operations, preferably in ambulance, EMS, or medical transportation.
• Strong multitasking, problem-solving, and organizational skills.
• Excellent communication and customer service abilities.
• Ability to work effectively under pressure in a 24/7 operational environment.
• Proficiency with dispatching and call management software.
• Professional, calm, and composed demeanor during high-stress situations.
• Flexibility to work varying shifts, including nights, weekends, and holidays.

Physical Requirements:

• Must be able to lift 15 pounds at times
• Ability to stand, bend, stoop, sit, walk, twist and turn.
• Ability to lift up to 25 pounds occasionally.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors, majority of the time is spent sitting at a desk.

SALARY RANGE:

The base salary range for this position is $21/hr – $23/hr, DOE. The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant's qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job