Position Summary

The Dispatcher/Scheduler supports Evergreen’s Non-Emergency Medical Transport (NEMT) and Basic Life Support (BLS) interfacility transport operations by coordinating schedules, monitoring field crew activity, communicating with partners, and helping ensure safe, efficient, timely, and respectful service. This position serves as a central communication link between field crews, transportation partners, healthcare facilities, supervisors, and internal teams in a fast-paced and changing operational environment.

Essential Duties and Responsibilities

• Review, edit, confirm, and monitor ambulance transport schedules in Ecolane or other dispatch software.
• Manage schedule changes throughout the day, including delays, cancellations, no-shows, time changes, and same-day requests.
• Coordinate and communicate with ComTrans, healthcare partners, supervisors, and internal teams regarding transport schedules, service impacts, and operational needs.
• Maintain situational awareness of field crew locations, status, availability, and operational readiness while crews are on duty.
• Provide field crews with complete and accurate transport details, updates, directions, and logistical support.
• Track and document key trip times, including scheduled/arrival time, crew notification, acknowledgment, arrival at sending facility, departure from sending facility, arrival at receiving facility, completion of transfer, and crew readiness for additional calls.
• Assist field crews with escalated issues, logistical challenges, vehicle or equipment concerns, and requests for additional resources.
• Coordinate requests for emergency medical assistance as needed and escalate urgent or out-of-scope concerns to the appropriate supervisor or emergency response resource.
• Receive and process incoming transport requests from approved sources, including hospitals, skilled nursing facilities, clinics, case managers, and partner organizations as operations expand.
• Collect and verify required transport information, including mobility level, BLS-related needs, pickup and drop-off locations, time sensitivity, isolation precautions, and payer authorization status.
• Verify transport appropriateness for NEMT/BLS scope and escalate questionable or out-of-scope requests to a supervisor.
• Use dispatch tools and established workflows to schedule transports while balancing efficiency, patient needs, crew safety, and operational capacity.
• Maintain accurate records, support quality assurance and audit processes, and document events for continuous improvement.
• Communicate delays, changes, and trip status updates proactively, professionally, and respectfully.
• Build and maintain strong working relationships with field crews, healthcare partners, customers, service partners, and internal staff.
• Provide high-quality customer service and ensure individuals requesting service are treated with dignity, respect, patience, and professionalism.
• Participate in required training, attend staff meetings as required, follow personnel policies, and perform other duties as assigned.

• High school diploma or equivalent preferred
• Experience using dispatch, scheduling, transportation, or related software systems; experience with Ecolane, RouteMatch, or similar systems preferred.
• Ability to communicate clearly, professionally, and respectfully by phone, radio, chat, and written communication.
• Ability to operate communication equipment effectively, including phones, radios, computers, and mobile communication tools.
• Strong organizational skills and ability to manage multiple priorities within time-sensitive operational deadlines.
• Ability to work independently, exercise sound judgment, follow established workflows, and escalate issues appropriately.
• Effective problem-solving, listening, customer service, and interpersonal skills.
• Ability to adapt to a rapidly changing environment and remain calm and professional during operational challenges.
• Demonstrated computer proficiency, including Microsoft Office or related software.
• Ability to understand and follow written and oral instructions and provide clear, concise directions.
• Ability to work as part of a team with a diverse group of employees, partners, customers, and community members.
• Ability to pass required background checks, drug or alcohol screening, and any applicable safety-sensitive program requirements.
• Ability to obtain Emergency Medical Dispatcher certification within first year of hire