EMS Dispatch Supervisor-Massena at Rochester Regional Health – POTSDAM, New York

Job Title: EMS Dispatch Supervisor
Department: EMS
Location: Massena
Hours Per Week: 40
Schedule: variable

SUMMARY:

The EMS Dispatch Supervisor is responsible for supervising and managing the daily operations of the EMS communication center and its team. This includes coordinating emergency medical responses, ensuring the appropriate allocation of resources, and overseeing the dispatchers’ performance. The EMS Dispatch Supervisor plays a key role supporting interdepartmental collaboration and teamwork with departments and staff to achieve internal and external customer satisfaction.

RESPONSIBILITIES:

• Personnel Management & Training: Supervise and support the communication center team during daily operations, ensuring efficient EMS response and resource allocation. Manage crew scheduling, job assignments, and call flow processes to optimize service delivery. Oversee field operations for compliance and assist with staff training initiatives, policy implementation, and accurate payroll processing.

• Regulatory Compliance & Quality Assurance: Audit billing claims and transport documentation to ensure regulatory and organizational compliance. Monitor and validate statistical reporting, interpret operational data, and provide actionable insights for process improvements. Contribute to the development of short- and long-term goals aligned with EMS performance objectives.

• Equipment & Resource Management: Oversee the maintenance and performance of all EMS and communication center equipment. Collaborate with IT to develop, implement, and update dispatch technologies, including radio and phone systems. Ensure all information systems are optimized to support operational efficiency and reporting accuracy.

REQUIRED QUALIFICATIONS:

• Requires three to five years of administrative experience or equivalent work history within an EMS service.

• Completion of the Communication Center Manager course (CCM) within 12 months of hire date

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in business, healthcare management or related field

• Must possess a working knowledge of industry laws, rules, and regulations.

• Knowledge and/or experience with integrating medical transportation services and healthcare

• Knowledge of EMS/911 Dispatching operations

• Communication Center Manager course (CCM)

PHYSICAL REQUIREMENTS: M - Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects; Requires frequent walking, standing or squatting.

PAY RANGE: $18.50 - $23.00

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, clinical licensure date, relevant qualifications, specialty, internal equity, location, and contracts.