EMS Dispatch & Scheduling Coordinator - EST Hours (Remote)

ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency - we operate as a dedicated extension of our U.S.-based clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.

Our U.S.-client is a private transportation company specializing in behavioral health transport.

They are seeking a highly organized and calm-under-pressure EMS Dispatch & Scheduling Coordinator to support our daily operations. This role is critical in ensuring ambulance trips are captured, scheduled accurately, and staffed efficiently in real time.

You will be the first point of contact for hospital partners, manage trip requests through an online dispatch portal, and coordinate directly with EMTs in the field.

Working Hours:

Tuesday–Friday: 7:00am – 4:00pm EST (2pm – 11pm SA Time)
Saturday: 11:00am – 8:00pm EST(6pm – 3am SA Time)

These working hours are subject to change depending on daylight savings and/or the operational requirements of the company.

PLEASE NOTE

• Work Environment: This is a fully remote working role.
• You will be required to work on both South African and US public holidays (compensation for SA public holidays in accordance with the BCEA).
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.

Key Responsibilities

• Answer incoming administrative, non-emergency, and emergency calls with professionalism and composure
• Monitor and manage the dispatch portal to capture and schedule new trip requests
• Schedule and coordinate EMT crews for assigned trips
• Ensure accurate trip details, timing, and coverage are confirmed
• Communicate updates, changes, or delays to relevant stakeholders
• Maintain clear and accurate records of trips and schedules
• Work efficiently in a fast-paced, time-sensitive healthcare environment

Requirements

• Previous experience in dispatch, scheduling, logistics, or call handling (healthcare or EMS experience is a strong advantage)
• Excellent verbal communication skills and professional phone etiquette
• High level of accuracy and attention to detail when capturing and updating information
• Ability to multitask, prioritize, and make sound decisions under pressure
• Comfortable working with dispatch systems, scheduling tools, and computer-based platforms

If you are not contacted within 14 working days, please consider your application unsuccessful.