Royal Ambulance
Communications Center Director
Royal Ambulance, San Leandro, California, United States, 94579
We are searching for a dynamic and energetic leader who thrives in a fast-paced environment and brings a passion for excellence in every aspect of their work. The ideal candidate is someone who loves coaching, mentoring, and inspiring a team to reach their full potential. They are not just a manager but a mentor who takes joy in fostering the growth and development of others.
This individual is driven by a deep commitment to learning about our customers and helping people in meaningful ways. They are passionate about making a difference, whether it's through improving service delivery or enhancing the overall experience of those we serve.
If you are someone who believes in helping our customers and their patients achieve a great experience through effective and timely service delivery, and are excited by the challenge of leading a dedicated team in a critical role, then this position is for you.
The Communications Center Director is responsible for overseeing the daily operations of the dispatch center, ensuring timely and efficient ambulance services, and maintaining high standards of communication and coordination with customers, field service providers, and the community. This role requires a strategic leader who can optimize processes, manage a team of dispatchers and call tackers, and ensure compliance with all relevant regulations.
Responsibilities:
Lead, mentor, and manage a team of dispatch supervisors, dispatchers and customer service representatives to ensuring a high level of performance and moraleDevelop and implement policies and procedures to enhance the efficiency and effectiveness of the dispatch centerCoordinate with other departments, including operations, HR, and IT, to align dispatch center activities with overall company objectivesOversee the scheduling and deployment of ambulances to ensure optimal coverage and response timesContinuously monitor demand trends and adjust dispatch strategies and resource allocation dynamically to ensure optimal response times and service coverageMonitor dispatch operations to ensure compliance with federal, state, and local regulationsAnalyze performance metrics to identify areas for improvement and implement corrective actionsContinuously optimize staffing levels to meet fluctuating demand and maintain service excellenceManage the dispatch center's budget and resources effectivelyFoster strong relationships with healthcare providers, emergency services, and other stakeholders.Ensure clear and accurate communication between dispatchers, ambulance crews, and external partners.Respond to escalated incidents or service issues, providing leadership and direction as needed.Stay updated with the latest dispatch technology and trends to ensure the center operates with cutting-edge tools.Implement and oversee the use of dispatch software, GPS systems, and other technology to improve service delivery.Qualifications:
Minimum of 5 years of experience in emergency medical services (EMS), dispatch center management, or a related fieldProven leadership experience with a track record of managing teams in a fast-paced, high-pressure environmentProficiency in dispatch software and systems, such as ProQA, TraumaSoft or Zoll DispatchExperience with Business Intelligence (BI) systems, such as Tableau, to analyze data and drive informed decision-makingStrong understanding of EMS operations, emergency response protocols, and relevant regulations.System Status ManagementExcellent verbal and written communication skills, with the ability to interact effectively with diverse stakeholdersAbility to make quick, informed decisions in emergency situations.Strong analytical and problem-solving skills, with the ability to interpret data and metrics to drive improvementsExperience in budget management and resource allocationAbility to inspire and lead a team, fostering a collaborative and supportive work environmentConflict resolution skills and the ability to manage stressful situations calmly and effectivelyFoster a culture of continuous learning by providing coaching and mentorship to team members, helping them develop professionally and reach their full potentialPreferred Qualifications:
Bachelor's degree in Emergency Management, Healthcare Administration, Business Administration, or a related fieldCertification in Emergency Medical Dispatch (EMD) or equivalent.Experience with System Status Management (SSM) to optimize ambulance deployment and ensure efficient use of resources.Experience with Lean, Six Sigma, or other process improvement methodologies.Work Environment:
This role involves working in a fast-paced, high-pressure environment that requires quick decision-making and the ability to manage multiple priorities simultaneously.
Our Vision is to modernize healthcare transportation by inspiring and empowering a community of thousands of healthcare professionals who will impact 10s of millions of lives.
Royal Ambulance is one of California's premier mobile healthcare providers, proudly serving 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 750+ team members. Transporting over 80,000+ 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.
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.
This individual is driven by a deep commitment to learning about our customers and helping people in meaningful ways. They are passionate about making a difference, whether it's through improving service delivery or enhancing the overall experience of those we serve.
If you are someone who believes in helping our customers and their patients achieve a great experience through effective and timely service delivery, and are excited by the challenge of leading a dedicated team in a critical role, then this position is for you.
The Communications Center Director is responsible for overseeing the daily operations of the dispatch center, ensuring timely and efficient ambulance services, and maintaining high standards of communication and coordination with customers, field service providers, and the community. This role requires a strategic leader who can optimize processes, manage a team of dispatchers and call tackers, and ensure compliance with all relevant regulations.
Responsibilities:
Lead, mentor, and manage a team of dispatch supervisors, dispatchers and customer service representatives to ensuring a high level of performance and moraleDevelop and implement policies and procedures to enhance the efficiency and effectiveness of the dispatch centerCoordinate with other departments, including operations, HR, and IT, to align dispatch center activities with overall company objectivesOversee the scheduling and deployment of ambulances to ensure optimal coverage and response timesContinuously monitor demand trends and adjust dispatch strategies and resource allocation dynamically to ensure optimal response times and service coverageMonitor dispatch operations to ensure compliance with federal, state, and local regulationsAnalyze performance metrics to identify areas for improvement and implement corrective actionsContinuously optimize staffing levels to meet fluctuating demand and maintain service excellenceManage the dispatch center's budget and resources effectivelyFoster strong relationships with healthcare providers, emergency services, and other stakeholders.Ensure clear and accurate communication between dispatchers, ambulance crews, and external partners.Respond to escalated incidents or service issues, providing leadership and direction as needed.Stay updated with the latest dispatch technology and trends to ensure the center operates with cutting-edge tools.Implement and oversee the use of dispatch software, GPS systems, and other technology to improve service delivery.Qualifications:
Minimum of 5 years of experience in emergency medical services (EMS), dispatch center management, or a related fieldProven leadership experience with a track record of managing teams in a fast-paced, high-pressure environmentProficiency in dispatch software and systems, such as ProQA, TraumaSoft or Zoll DispatchExperience with Business Intelligence (BI) systems, such as Tableau, to analyze data and drive informed decision-makingStrong understanding of EMS operations, emergency response protocols, and relevant regulations.System Status ManagementExcellent verbal and written communication skills, with the ability to interact effectively with diverse stakeholdersAbility to make quick, informed decisions in emergency situations.Strong analytical and problem-solving skills, with the ability to interpret data and metrics to drive improvementsExperience in budget management and resource allocationAbility to inspire and lead a team, fostering a collaborative and supportive work environmentConflict resolution skills and the ability to manage stressful situations calmly and effectivelyFoster a culture of continuous learning by providing coaching and mentorship to team members, helping them develop professionally and reach their full potentialPreferred Qualifications:
Bachelor's degree in Emergency Management, Healthcare Administration, Business Administration, or a related fieldCertification in Emergency Medical Dispatch (EMD) or equivalent.Experience with System Status Management (SSM) to optimize ambulance deployment and ensure efficient use of resources.Experience with Lean, Six Sigma, or other process improvement methodologies.Work Environment:
This role involves working in a fast-paced, high-pressure environment that requires quick decision-making and the ability to manage multiple priorities simultaneously.
Our Vision is to modernize healthcare transportation by inspiring and empowering a community of thousands of healthcare professionals who will impact 10s of millions of lives.
Royal Ambulance is one of California's premier mobile healthcare providers, proudly serving 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 750+ team members. Transporting over 80,000+ 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.
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.