Communications Team Lead

Job Description

Job Description

Description:

Position Summary

The Communications Team Lead serves as the frontline leader responsible for overseeing daily dispatch operations and supporting field operations through effective resource coordination and communication. This role ensures efficient call management, accurate ambulance deployment, and high-quality service delivery for both emergency and non-emergency medical transports.

The Communications Team Lead acts as the primary point of contact for dispatch personnel during their assigned shift while also collaborating closely with field supervisors and operations leadership. This position provides coaching, mentorship, and real-time operational support while promoting a culture of service excellence, accountability, and teamwork.

Leadership Responsibilities

The Communications Team Lead assists management by:

• Promoting a culture of service excellence, professionalism, and patient-centered care
• Ensuring compliance with company policies, SOPs, EMS protocols, and regulatory requirements
• Serving as the on-shift leader and primary resource for dispatch personnel
• Coordinating daily staffing, scheduling adjustments, and workload distribution
• Coaching employees on performance, recognizing achievements, and addressing concerns
• Supporting onboarding, training, and development of dispatch staff
• Documenting employee performance and contributing to evaluations and development plans
• Communicating operational priorities, expectations, and organizational updates
• Fostering teamwork, collaboration, and conflict resolution
• Supporting employee engagement and a positive workplace culture
• Maintaining regular communication with leadership regarding staffing, operational issues, and system performance
• Completing shift reports, KPI tracking, and operational documentation

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Essential Duties and Responsibilities

Dispatch & Operational Oversight

• Oversee daily dispatch operations to ensure efficient call handling and ambulance deployment
• Monitor CAD systems, GPS tracking, radio communications, and call queues
• Prioritize calls based on urgency, resource availability, and location
• Maintain situational awareness of unit status, fleet availability, and system capacity
• Coordinate closely with field supervisors and crews to optimize operations
• Assist with dispatching during high-volume or critical incidents

Resource & Systems Management

• Ensure proper utilization of field resources and units
• Monitor vehicle readiness, equipment availability, and system readiness status
• Identify operational gaps and assist with corrective action plans
• Support dispatch and field communication integration

Quality Assurance & Compliance

• Ensure compliance with EMS protocols, company policies, and regulatory standards
• Review call documentation for accuracy, completeness, and timeliness
• Support quality improvement initiatives and performance metrics
• Assist in investigating incidents, complaints, and operational concerns
• Maintain confidentiality of patient, employee, and company information

Administrative & Staffing Functions

• Manage attendance, call-offs, scheduling changes, and staffing needs
• Assist with shift coverage and contingency planning
• Document performance concerns, commendations, and notable incidents
• Participate in meetings, training programs, and leadership development initiatives

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Service Excellence Expectations

The Communications Team Lead is expected to:

• Deliver exceptional service to patients, healthcare partners, and team members
• Promote the organization’s mission, vision, and values
• Demonstrate professionalism, empathy, and respect in all communications
• Create a positive, accountable, and team-oriented work environment
• Lead through coaching, mentorship, and constructive feedback
• Continuously identify opportunities to improve processes, communication, and service delivery

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Required Qualifications

• High school diploma or GED required
• Minimum of two (2) years of EMS dispatch experience or similar experience
• Strong knowledge of EMS operations, dispatch protocols, and medical terminology
• Strong leadership, communication, and decision-making skills
• Ability to multitask and perform effectively in high-stress environments
• Proficiency in CAD systems, GPS tracking, radio communications, and Microsoft Office

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Preferred Qualifications

• Prior supervisory, team lead, or informal leadership experience
• Emergency Medical Dispatcher (EMD) certification
• Experience working closely with field EMS operations

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Core Competencies

• Leadership & Accountability
• Communication
• Service Excellence
• Teamwork & Collaboration
• Operational Efficiency
• Problem Solving
• Customer Service
• Employee Development
• Quality Improvement
• Professionalism

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Work Environment & Physical Demands

• Fast-paced, high-volume communications center
• Ability to sit and operate computers, phones, CAD systems, and radio equipment for extended periods
• Ability to multitask across multiple screens and communication channels
• Occasional interaction with field personnel and operational environments
• Ability to function effectively in high-pressure, time-sensitive situations

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Disclaimer

This job description outlines the general nature and responsibilities of the role and is not intended to be an exhaustive list of all duties. Team Mobile Health Care reserves the right to modify responsibilities based on operational needs.

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Equal Employment Opportunity Statement

Team Mobile Health Care is an Equal Opportunity Employer. Employment decisions are made without regard to any legally protected status.

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Compensation

Compensation is commensurate with qualifications, experience, and internal compensation practices.