Ambulance Services, Call Routing, Call Volume, Coaching, Conflict Resolution, Contract Management, Corrective Action, Critical Care, Documentation, Firefighting, HIPAA (Health Insurance Portability and Accountability Act), Identify Issues, Leadership, Metrics, Neonatal Intensive Care Unit (NICU), On Call, Onboarding, Operations, Pediatric Intensive Care Unit (PICU), Performance Management, Schedule Development, Systems Administration/Management, Systems Maintenance, Team Lead/Manager, Telephone Skills, Time Management, User Account Administration, Voice Mail
About Northwest Ambulance
We're a private ground ambulance service - not a 911 provider. Our work is scheduled and on-demand interfacility transport, critical care transport, and coordination under our contract with Everett Fire Department. When a patient needs to move between facilities safely and on time, that's us.
About the role
The Dispatch Manager runs our communications center day to day: keeping calls moving, units assigned, and the team supported. This is a working leadership role, not a desk-only one. You'll be on the floor, in the software, and available when things get busy - owning the dispatcher schedule, leading the desk, administering the systems dispatch depends on, and serving as the escalation point for tough calls and after-hours issues across our coverage area.
What you'll do
- Oversee daily dispatch operations across our coverage area (Island, Skagit, Snohomish, King, Pierce, and Thurston counties).
- Build and manage the dispatcher schedule - set coverage across all shifts, handle time-off requests and swaps, resolve overlaps and gaps, and keep the desk staffed around the clock without over- or under-covering.
- Lead the dispatch team: hiring, onboarding, training, and coaching.
- Handle personnel matters for the dispatch team - performance management, corrective action, conflict resolution, and day-to-day issues - partnering with HR and leadership where appropriate.
- Serve as the company's Logis administrator: manage user accounts and permissions, maintain system configuration, build and update the data that dispatch relies on, run reporting, and act as the point of contact for troubleshooting and vendor support.
- Manage transport request intake, triage, unit assignment, and status tracking in Logis.
- Coordinate scheduled and time-sensitive transports (facility-to-facility, CCT, and NICU/PICU moves) with sending and receiving facilities.
- Administer our Dialpad phone system - call routing, queues, voicemail, and pulling reporting when needed.
- Monitor unit availability and coverage; make real-time deployment calls to keep response times and on-time performance where they need to be.
- Track and report on call volume, timeliness, and other dispatch metrics.
- Hold the line on documentation accuracy and call-handling standards, and protect PHI in line with HIPAA.
- Be the escalation point for tough calls and after-hours issues, and back up the desk when staffing is short.