Dispatcher

Position Summary:

The Transfer Center Dispatcher supports safe, timely, and efficient patient movement throughout the Trinity Health system, playing a key role in coordinated care delivery. This role includes non-emergent ground ambulance dispatching, air medical dispatching with continuous flight following, and facilitation of patient transfers from outside facilities. Working closely with clinical teams, transport services, and external partners, the Dispatcher helps ensure smooth communication, accurate coordination, and reliable transfer operations. The position contributes to a collaborative, fast-paced environment focused on patient safety, responsiveness, and effective system-wide care coordination.

Key Responsibilities:

• Ground Ambulance Dispatch (Non-Emergent) Receive, schedule, and dispatch non-emergent ground ambulance transports.
• Prioritize calls based on urgency, logistics, and resource availability.
• Maintain communication with EMS crews and monitor transport progress.
• Document dispatch activity in real time. Air Medical Dispatch & Flight Following Dispatch air medical assets by safety and operational guidelines.
• Perform continuous flight following and maintain situational awareness.
• Communicate with pilots, medical crews, aviation vendors, and facilities.
• Track aircraft status, weather, crew availability, and mission times.
• Patient Transfer Coordination Answer incoming transfer requests from referring facilities.
• Gather essential medical/logistical information for clinical decision-makers.
• Facilitate communication between referring and accepting providers.
• Coordinate with bed placement and transport teams.
• Document all transfer steps accurately.
• Communication & Customer Service Provide professional, courteous customer service to internal and external partners.
• Maintain composure during high-pressure or time-sensitive situations.
• Serve as a communication hub across multiple departments.
• Operational & Administrative Duties Keep detailed records of all calls, dispatch actions, and communications.
• Follow Trinity Health policies and regulations, including HIPAA and EMTALA Participate in training, quality reviews, and process improvement.

Licenses and Certifications Required:

• None.

Educational Requirements:

• High School diploma or GED preferred.

Experience Requirements:

• Previous experience in EMS or equivalent medical training preferred; call center/dispatch center experience preferred.

Special Skills or Training Requirements:

• Communication skills, manual dexterity, visual and hearing acuity, legible handwriting, efficient with various computer applications, self motivated, goal oriented, and the ability to work independently without close supervision.
• Must be able to multitask including phones, visitors into the communication center and other distractions. Must be able to organize efficiently and prioritize effectively.
• Ability to remain calm during critical situations.

Physical Requirements:

The Dispatcher requires the ability to perform administrative and office based duties, including sitting for 6–8 hours per shift with intermittent standing and walking; frequent keyboarding, phone use, and handling of documents; and fine motor skills needed for computer and office equipment operation. Team members may occasionally need to lift or move up to 20 pounds of materials or office supplies. Adequate vision, hearing, and communication abilities are essential for effective performance of job responsibilities.

Environmental Requirements:

Work is performed in an office environment, with potential exposure to noise from office equipment, shared workspaces, and frequent interruptions. Responsibilities may require working in reception areas, meeting rooms, or other administrative spaces and using computers and related technology for extended periods. Strict confidentiality of patient, employee, and organizational information must be maintained at all times.