Communications Center Manager

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 Communications Center 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.

Required

• Dispatch experience in EMS, ambulance, or medical transport
• Supervisory or lead experience, especially anyone who's owned a schedule and handled personnel issues directly
• Comfort administering and configuring CAD/dispatch software, not just using it (Logis experience is a plus, not a requirement)
• Familiarity with VoIP phone systems (Dialpad a plus)
• Solid grasp of HIPAA and handling sensitive information
• Steady under pressure, clear on the radio and the phone, and genuinely good with people
• Strong organization and the judgment to prioritize when several things need attention at once

Preferred

• Prior work in a non-911 / private ambulance transport environment
• Familiarity with Washington EMS operations
• Scheduling or workforce management experience

What you can expect from us:

We offer a comprehensive benefits package that includes medical, dental, and vision insurance to ensure the well-being and health of our employees.

Regular, non-exempt field employees who are scheduled to work on designated holidays are paid a premium holiday rate of 1.5 times their regular rate for all hours worked on the holiday.

Our commitment to your financial future is reflected in our generous 401k program. We provide employer matching up to 5% of your salary, empowering you to save for long-term goals.

We understand the importance of work-life balance, which is why we provide paid time off at the rate of 2.3 hours per 40 hours worked to help you recharge, spend time with loved ones, and pursue personal interests.

To maintain a professional and consistent appearance across our team, uniforms are provided to all employees, ensuring you always look your best while representing our company.

Wages:

Wages $38.50 - 50.00 per hour.

Equal Opportunity Employer

Northwest Ambulance is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations are available upon request for candidates with disabilities participating in the application or interview process.