Dispatcher and Administrative Specialist

Job Summary

The Dispatcher and Administrative Specialist role coordinates interfacility medical transports by receiving dispatch requests, gathering critical information, prioritizing urgency, arranging appropriate resources, and dispatching the correct unit(s) in a timely, safe, and compliant manner. The role also supports revenue cycle functions (intake, documentation quality checks, payer verification, claims preparation) and other administrative tasks as assigned, with dispatch calls and functions taking priority at all times.

This position may be on-site or remote, full-time or part-time. At this time, we are looking for someone able to work night shifts in the Wednesday-Friday timeframe.

Job Description

This role requires excellent judgment under time pressure, clear and compassionate communication, meticulous data entry, and fluency with computer-aided dispatch (CAD), electronic patient care records (ePCR), phone systems, and payer/billing portals. The dispatcher follows established call-taking and dispatch protocols; confirms origin/destination, clinical needs, and level of service; coordinates ETAs with facilities and crews; and documents all events in real time. Administrative duties may include verifying insurance, confirming PCS signatures and other required documentation, prepping clean claims per CMS rules, and assisting with denials follow-up and record requests.

Standards & best practices informing this role include recognized telecommunicator training frameworks (e.g., NENA), quality system standards (CAAS), and Medicare ambulance billing rules (CMS).

Essential Duties & Responsibilities

Call-Handling & Dispatch

Answer incoming calls (phone and electronic), obtain essential information (requesting party, pickup/destination, patient demographics, patient condition, time constraints, special needs), triage/prioritize, and determine appropriate unit level (BLS/ALS/CCT) in alignment with internal protocols and medical direction.

Enter and maintain complete, accurate, time-stamped records and registration information in CAD/ePCR; issue unit assignments; provide crews with directions, updates, and safety/scene notes; monitor unit status and turn-times; and coordinate ETAs with sending/receiving facilities.

Communicate professionally with hospitals, SNFs, clinics, and care teams; loop in supervisors/medical direction as needed; document variances and service recovery steps.

Coordination & Logistics

Sequence multi-leg trips; confirm bed availability or special receiving requirements; coordinate specialized assets (e.g., ventilators, NICU isolette team) per plan of care and scope.

Track resource readiness (crew, vehicle, equipment), ensure handoff completeness, and support after-action reviews/quality metrics (e.g., on-time performance, turnaround).

Administrative Support

Verify coverage/eligibility and obtain/validate required documentation (e.g., PCS forms, signed claim authorization/beneficiary signatures).

Prepare claims data elements (origin/destination modifiers, HCPCS codes, mileage, pick-up ZIP, condition indicators) consistent with the Ambulance Fee Schedule; perform basic edits and route exceptions/escalations.

Assist with documentation quality, record requests, denials support, and payer correspondence in collaboration with the billing team.

Compliance, Quality & Safety

Follow HIPAA and data security requirements; adhere to internal SOPs, CAAS-aligned policies, and medical direction. Participate in QA/QI and maintain training/certifications as required.

Uphold company values in all patient, facility, and partner interactions.

Job Essentials (Core Competencies)

Critical thinking & prioritization: Make sound, time-bound decisions using protocol and situational awareness.
Communication: Clear, calm, and empathetic phone demeanor; concise radio etiquette; accurate written documentation.
Systems proficiency: Comfortable with CAD, ePCR, multi-line phone systems, mapping/AVL, and office productivity tools.
Detail orientation: Accurate data entry, timestamping, and coding to support clean claims and defensible records.
Team coordination: Collaborate with crews, charge leads, facility staff, and billing team to meet ETA and quality targets.

Minimum Qualifications (Best-Practice Informed)

High school diploma or GED.
Typing proficiency and strong computer skills (multi-screen, rapid data entry).
Customer service experience in healthcare, public safety, logistics, or call-center environments.
Ability to work rotating days/nights, weekends, and holidays with reliable attendance; perform effectively in high-stress, time-sensitive scenarios.
Knowledge of HIPAA privacy/security and willingness to complete company compliance training.
Must be able to communicate effectively and follow written and verbal directions; maintain professional phone/radio presence. (Aligned to your company's existing expectations.)

Preferred Qualifications

Ideally located in the Treasure Valley, Idaho region.
Completion of a recognized telecommunicator training curriculum consistent with NENA standards.
Experience with interfacility transport dispatch, EMS operations, or healthcare logistics.
Familiarity with CMS Ambulance Fee Schedule elements, HCPCS coding/modifiers, PCS/beneficiary signature rules, and payer portals.
Prior use of CAD/ePCR systems and multi-line ACD phone systems; knowledge of AVL/mapping tools.
Bilingual (English/Spanish) or additional languages as relevant to service region.

Additional Job Description (Working Conditions & Physical Requirements)

Environment:

Primarily office setting with extended periods seated at a workstation using a computer, multiple monitors, and headset/phone; frequent keyboarding and mouse use. May intermittently work in a communications center with moderate noise from phones/radios. Remote work from home allowed after initial onboarding period.

Sensory demands:

Continuous listening and speaking; ability to rapidly comprehend and document spoken information; may be exposed to stressful or emotionally difficult calls.

Physical demands:

Manual dexterity for typing; occasional lifting/carrying of office materials up to ~20 lbs.

Schedule:

May include days, nights, weekends, holidays, and overtime/unscheduled call-ins to support operations.

Travel:

Minimal; occasional on-site training, meetings, or cross-coverage at other locations.

Remote work requirements (if applicable):

Reliable high-speed internet, suitable ergonomic workspace, ability to maintain privacy/HIPAA compliance and follow company IT/security policies.

Professionalism

Demonstrates integrity, respect, and service orientation with all stakeholders; complies with company policies, regulatory standards, and documentation expectations; participates in QA/QI and continuing education. (Framed to align with your clinical JD's professionalism section.)

Wage

Dependent on years of relevant experience.

Able to pass a background check and drug screening prior to employment or deployment.