Dispatcher (Night/Overnight)

Are you ready to take on a critical, fast-paced role where every decision you make helps save lives? Royal Ambulance is searching for a Dispatcher to join our dynamic Communications Center team. This is more than just a job—it’s an opportunity to make a real impact, be part of a mission-driven organization, and work alongside people who care deeply about the communities we serve.

The Dispatcher will be vital in coordinating ambulance operations, ensuring timely, efficient, and high-quality patient care delivery during critical overnight hours. You’ll be at the heart of our operations, managing emergency and non-emergency calls, dispatching field crews, and maintaining seamless communication with hospitals, patients, and healthcare providers.

• Driven: Be excited about your goals and identify a plan to achieve them. Stay motivated, overcome challenges and focus on getting to where you want to be and becoming who you want to become.
• Empathetic: Understand the feelings and actions of others and use that understanding to guide your own actions, behaviors and decisions. Maintain an open mindset, free of judgement. Give others the benefit of the doubt, and treat everyone with respect.
• Adaptable: Handle and adjust to change by being flexible in process and mindset. Stay calm under pressure when something changes or a problem occurs. Develop a solution and come up with an alternate plan despite obstacles.
• Engaging: Show commitment to the organization, your patients, your partners, your fellow team members and the communities we serve, through your words and your actions. Be involved, stay interested and encourage others to do the same.

• Receive and prioritize emergency and non-emergency calls, ensuring accurate data is captured, entered, and transmitted timely and accurately utilizing the Computer-Aided Dispatch (CAD) system.
• Dispatch ambulance crews promptly and efficiently, ensuring optimal resource allocation.
• Monitor and track field units in real-time using GPS and CAD software, maintaining situational awareness.
• Serve as the primary point of contact for field crews, relaying accurate and timely information.
• Maintain open lines of communication with hospitals, healthcare facilities, and other emergency service providers.
• Handle updates, route adjustments, and unforeseen changes with efficiency and professionalism.
• Provide empathetic and clear communication to callers, ensuring they feel heard and supported.
• Accurately document call and dispatch activities in compliance with company policies and regulatory requirements.
• Follow established protocols and procedures to ensure patient safety and operational efficiency.
• Adhere to contracted Service Level Agreements and rearrange transports as necessary to maintain compliance.
• Maintain confidentiality of all patient information in compliance with HIPAA, as well as any confidential or sensitive company or employee information.
• Uphold and consistently demonstrate Royal's Values and quality standards.
• Manage and de-escalate stressful or high-pressure situations maturely and calmly.
• Partner with the Operations team to solve complex transports, facilitate crew swaps, and coordinate special equipment needs.
• Respond quickly to operational challenges, such as rerouting ambulances or resolving delays, ensuring continuity of service.
• Research and document call delays, and provide courtesy calls to customers when a response is delayed.

• High school diploma or GED equivalent.
• Minimum of one year working in a dispatch, communications, or customer service role.
• Strong multitasking and organizational skills.
• Proficiency with computers, including Microsoft Office Suite and/or dispatch software.
• Exceptional verbal and written communication, and active listening skills.
• Ability to remain calm and focused in high-pressure situations.
• Outstanding customer service skills with a positive, enthusiastic, and empathetic approach.
• Ability to work effectively in a team environment and independently with minimal supervision.
• Ability to prioritize tasks, manage multiple requests, and meet deadlines.
• Punctual, dependable, and demonstrating a high degree of drive and initiative.
• Ability to obtain CPR and Emergency Medical Dispatch (EMD) certification within six months of hire (company-sponsored).
• Prior work experience in EMS dispatch or related field (e.g. healthcare, transportation logistics) preferred.
• Familiarity with medical terminology, using Computer-Aided Dispatch (CAD) systems and GPS tracking tools preferred.

• Ability to sit or remain at a workstation for extended periods.
• Dexterity to operate a computer, multiple monitors, keyboard, and headset simultaneously.
• Visual acuity to read data on multiple screens and monitor real-time updates.
• Ability to respond quickly and effectively to auditory cues, such as radio transmissions and phone calls.
• Occasionally move or lift up to 10 pounds (e.g., office supplies, materials).
• Must be able to manage physical and mental stamina to perform in a fast-paced, high-stress environment.

Founded by Steve Grau, Royal Ambulance is one of California’s premier mobile healthcare providers, proudly serving the San Francisco Bay Area. Since Royal’s inception in 2006, the company has grown from 2 ambulances and 10 EMTs to a fleet of over 100 ambulances and 900+ team members. Royal has experienced double-digit year-over-year growth over the last 10 years. Transporting over 65,000+ patients a year, Royal Ambulance is a partner to most major health systems in the Greater San Francisco Bay Area region. Our company has been curated off of four values: Driven. Empathetic. Engaging. Adaptable.

At Royal Ambulance, we firmly believe it’s not just about the destination, it’s about the journey! It’s about who you become along the way, the people you meet, the connections you make, and the experiences you have that shape the kind of healthcare professional you become. As we continue to grow, we remain focused on fostering a culture of professional and personal development and best-in-class employee experience. Join our team and be a part of this exciting growth opportunity while surrounding yourself with other purpose-driven individuals, who encourage and inspire one another along their path in EMS and Healthcare. 

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The intent of this job posting is to provide a representative summary of the major duties, responsibilities, and essential functions performed by incumbents of this job.  Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

Royal Ambulance is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status