Dispatch/Communications Center Director

San Leandro, CA /
Executive /
Full-Time
Royal Ambulance is seeking an innovative and entrepreneurial EMS Communications Center Director to lead our evolving and fast-growing Communications Center. As a strategic leader for this department, the Director will partner with our executive leadership and allow Royal to continuously optimize and improve our partnerships, serve our customers with the best experience, and develop new and innovative service lines.

To succeed in this role, you must have proven experience in building teams and innovating through continued business growth and out-of-the-box approaches. As a critical touchpoint of many of our partners and patients, your attention to detail will be key to ensuring that all of our partners and patients receive the very best treatment and continue to choose Royal as their #1 mode of healthcare transportation. Your managerial and leadership chops must be top notch, with a proven track-record of developing your direct reports to future leadership roles and that next level of their career.

If you are looking to build on a team with a strong foundation and a hunger for growth, we'd love to consider you for this opportunity!

Key Areas of Focus

    • Optimization:
    • Rock our customers' world by anticipating their needs and exceeding their expectations
    • Support Royal's Organic Growth Strategy:
    • Lead through inspirational teamwork and talent development
    • Play a key role in assessing opportunities and operationalizing new customer service lines
    • Improve customer and team member experience by caring deeply about the quality of process and environment that support growth and joy in the workplace
    • Strategic Service Line Development:
    • Entrepreneurial and proactive: be data-driven and a visual communicator that identifies where resources need to be aligned and engaged
    • In collaboration with Royal Executive Leadership, develop a strategic vision to drive continued growth in areas not yet developed as well as new and innovated ways of improving internal and external customer service and experience

Responsibilities

    • Assume responsibility for the Communications Center; to ensure successful staff hiring, training and performance management, as well as working to continuously improve the environment, equipment, and processes within the department
    • Accountable for financial management, quality metrics, and positive Patient and Customer satisfaction for all service lines
    • Design, implement, and enforce standard work processes, but also for customizing to the specific needs for the our customers, service lines and patient types
    • Demonstrate exceptional customer service skills with both internal and external customers/partners
    • Ensure smooth patient access and patient flow operations for facilities and customers served by Royal Ambulance
    • Design, Support, and Evolve internal and external stakeholder engagement processes
    • Present to executive leadership data, performance information at patient flow and other operational reports; identifies areas for improvement and/or best practice
    • Ensure continuous competency of team - develop, train, and pave the opportunities for growth for your team

Qualifications and Requirements:

    • Bachelor's Degree preferred must have at least 4 years of experience leading a high performing dispatch team 
    • Must have knowledge of strategic planning, administrative and financial principles, and clinical practices
    • Must have knowledge of area healthcare facilities and hospital systems
    • Experience implementing lean process improvement practices in healthcare preferred
    • Strong experience with data management, including Excel, pivot tables, graphs and charts
    • Knowledge of County EMS regulations, requirements and policies 
    • Excellent interpersonal; communication; leadership; and motivation skills to create high performance teams of clinical, administrative, and service staff
    • Independent judgment to carry out major functional accountabilities and ability to complete job duties autonomously, responsible for appraising the performance of employees, hiring/termination, etc.
    • Ability to work in a fast-paced environment with rapidly changing priorities
    • Ability to interact with all levels of the organization, including Executive Leadership, Field Operations, Billing/Revenue Cycle, Customer Success, and People Operations teams
    • Proven leadership and supervisory skills
About Royal Ambulance:
Royal Ambulance is the leader in healthcare transportation & patient navigation services in Alameda County, Contra Costa County, Santa Clara County, Santa Cruz County, San Francisco, and San Mateo County. Since 2006, we’ve grown from 2 ambulances and 10 employees to over 100 ambulances and 600+ team members. We are known for our our amazing work culture, awarded one of the Top 50 Inspiring Workplaces 2022 and Glassdoor's Top 50 Best Places to Work in the US, Inc Magazine’s Fastest Growing Private Companies, and Modern Healthcare’s “Best Places to Work”

As we continue to grow, we remain focused on maintaining our culture of professional and personal development, supportive team vibes, and a first-class team member experience. Join us and be a part of this exciting growth opportunity while surrounding yourself with other like-minded individuals, who encourage and inspire one another along their path in EMS and Healthcare.

At Royal we firmly believe it's not just about the destination, it's about the journey! It's about who you become along the way, the people you meet, the connections you make and the experiences that you have that shape the kind of healthcare professional you become.

Follow us on Instagram @RuleTogether

-The intent of this job posting is to provide a representative summary of the major duties, responsibilities and essential functions performed by incumbents of this job.  Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.
-Royal Ambulance is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status