Job Description

Job Summary:

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.

Location: Phoenix, AZ 

Schedule: Monday - Friday, 11am -7:30pm 

 

Key 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 HIPPA 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.

  Pay range : $21.00 - $23.00 an hour, with final compensation based on the candidate’s qualifications, experience, and business needs.

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