Job Description

Position 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: Mon, Tues, Wed 12p-12a or Thur, Fri, Sat 12p-12a

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 preferred in customer service, 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.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, race, color, veteran status, religion, sex, or national origin.

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