Dispatch Administrative Support Specialist

Job Title Dispatch Administrative Support Specialist Location Jacksonville, Florida Department Operations Status Non-Exempt/Hourly Reports to Communications Leadership Team Position Summary The Dispatch Administrative Support Specialist provides administrative and data management support to the Communications Center, ensuring transportation trip records are accurate, complete, and maintained in a timely manner.

Primary responsibilities include entering and updating trip information in Traumasoft CAD, investigating missing or incomplete timestamps, reviewing completed trip records, maintaining VA transportation records through the VetRide portal, and coordinating with transportation crews, medical facilities, the Department of Veterans Affairs (VA), and subcontractors to resolve outstanding documentation issues.

This position helps maintain accurate operational records and allows dispatchers to focus on call handling and transportation coordination. The employee will also receive training in call taking and assist with overflow calls as operational needs require. Success in this role requires strong attention to detail, organization, professional communication, reliable follow-through, the ability to work independently, and a commitment to protecting confidential information.

Essential Duties and Responsibilities

Data Entry and Time Stamps Enter, review, and update trip and call information in Traumasoft CAD. Review completed trip records for missing timestamps, incomplete fields, inconsistencies, and other documentation discrepancies. Contact transportation crews, facilities, and partner agencies to obtain missing or corrected information.

Document follow-up attempts and track outstanding information requests until resolved or escalated according to established procedures. Correct records in accordance with company policies and authorized system procedures. Maintain accurate, organized, and timely electronic records. VA Transportation and VetRide Support Enter and update VA transportation requests in the VetRide portal and Traumasoft CAD.

Review trip entries for potential duplicates and follow established procedures to resolve discrepancies. Communicate with VA representatives regarding trip details, scheduling, missing information, and documentation. Track outstanding requests and follow up to ensure transportation records are complete. Maintain accurate records of updates and communications in accordance with company procedures.

Subcontractor Coordination Communicate professionally with subcontractors regarding transportation schedules, trip details, timestamps, and required paperwork. Request missing or corrected documentation and monitor outstanding items through resolution. Document relevant communications and follow-up activities. Escalate unresolved discrepancies or scheduling concerns to the appropriate supervisor when necessary.

Call Taking and Communications Center Support Learn call taking skills and assist with overflow calls when the center needs help. Complete training in call taking, call documentation, and applicable Communications Center procedures. Assist with overflow calls during periods of elevated call volume or when additional coverage is needed.

Answer calls professionally, listen carefully, gather required information, and enter requests accurately into CAD. Follow established procedures for handling and routing calls, including escalating matters that require dispatcher or supervisory attention. Maintain a professional, calm, and service-oriented approach when communicating with callers and partner agencies.

General Administrative Responsibilities Assist with routine reports, record maintenance, data reconciliation, and other administrative tasks as assigned. Maintain organized records and communicate outstanding issues to the appropriate personnel. Follow company policies, HIPAA requirements, confidentiality standards, and Communications Center procedures.

Participate in required training and apply feedback to improve accuracy and efficiency. Perform other duties consistent with the position as assigned. Minimum Required Qualifications High school diploma or equivalent. Strong attention to detail and commitment to accurate recordkeeping. Basic computer proficiency and the ability to learn new software systems.

Comfort using email, entering information into databases, and conducting telephone follow-ups. Clear, professional written and verbal communication skills. Strong organizational skills and the ability to manage multiple tasks and outstanding requests. Reliability, sound judgment, and the ability to work independently while recognizing when assistance or escalation is necessary.

Ability to handle confidential information responsibly and comply with applicable privacy requirements.

Preferred Qualifications

Experience in EMS, medical transportation, dispatch, a medical office, healthcare administration, or another administrative support environment. Experience with Traumasoft CAD, VetRide, or other scheduling and records management systems. Experience with data entry, record reconciliation, document tracking, and follow-up procedures.

Familiarity with HIPAA and the handling of confidential medical information. Training will be provided to the selected candidate on company systems, transportation workflows, recordkeeping procedures, and call taking. Previous EMS or dispatch experience is preferred but not required. Performance Expectations The employee is expected to: Maintain accurate and complete trip records.

Identify and follow up on missing information in a timely and organized manner. Document follow-up attempts and escalate unresolved issues according to established procedures. Communicate professionally with internal and external contacts. Protect confidential information and follow established policies. Complete assigned tasks reliably and adapt to changing Communications Center priorities.

Specific performance measures, timelines, and quality standards will be communicated by the Communications Manager. Work Schedule and Conditions Regular schedule: Monday through Friday, 8:00 AM–5:00 PM. Full-time, hourly, non-exempt position. Pay rate: $20.00 per hour. Work location is on-site in Jacksonville, Florida.

This is not a remote or hybrid position. Job Description Acknowledgment This job description describes the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications.

Duties and responsibilities

may be modified based on operational and business needs. This job description does not create a contract of employment or alter the at-will employment relationship. Equal Employment Opportunity Excelsior Ambulance Service, Inc. is an equal opportunity employer. Employment decisions are made without regard to any characteristics protected by applicable federal, state, or local law.