COMMUNICATIONS MANAGER (Louisville, KY)

Description

JOB DESCRIPTION

TITLE: Communications Manager
DEPARTMENT: Communications
EXEMPTION STATUS: Exempt
REPORTS TO: Director of Strategic Deployment
LOCATION: Louisville, KY
HOURS: M-F, 8:00 PM - 5:00 PM

About AmeriPro Health:

At AmeriPro Health, people are at the heart of everything we do! We provide a complement of services across the entire patient care continuum which delivers better patient outcomes, more efficient care, and unprecedented access to the right care, in the right place, at the right time.

• Critical Care
• Advanced Life Support
• Basic Life Support
• Medical transportation
• And much more

SUMMARY:

The Communications Manager serves as the senior leader of the Communications Department and is responsible for the full operational, personnel, and strategic oversight of all emergency and non-emergency call-taking and dispatching functions. This role includes direct responsibility for hiring, training, scheduling, performance management, policy enforcement, and quality assurance of all communications center personnel.

The Communications Manager ensures full compliance with agency policies, customer contracts, and regulatory standards and works closely with executive leadership to optimize deployment and service delivery across all served markets. This position functions as the key liaison between field operations and communications, ensuring clear alignment on service priorities, staffing, and system performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead, manage, and hold accountable all Communications staff, including supervisors, call-takers, and dispatchers.

• Develop and enforce department policies, procedures, and performance standards in line with company expectations and operational goals.

• Oversee all aspects of the hiring process, including interviewing, onboarding, and training.

• Manage staff schedules, timecard approvals, and ensure adequate coverage while minimizing overtime.

• Monitor and improve day-to-day call center operations, including CAD performance, call processing, and unit deployment compliance.

• Serve as primary disciplinary authority, including coaching, counseling, and terminations when necessary.

• Implement quality improvement initiatives; conduct audits of call recordings, CAD activity, and EMD compliance.

• Act as the Communications liaison to Field Operations, ensuring close coordination with market leadership and field supervisors.

• Provide training and ongoing education programs for staff; support EMD and CAD competency development.

• Track key metrics (response times, UHU, call volume, etc.) and report performance trends to executive leadership.

• Serve as department lead during audits, inspections, or major incidents.

• Participate in budget planning and recommend staffing or equipment changes to improve efficiency and service delivery.

• Represent the department professionally in internal and external meetings, including with regulatory or contracting agencies.

• Ensure strict compliance with HIPAA and all relevant communication regulations.

Qualifications

MINIMUM REQUIREMENTS

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred.

• Minimum 3–5 years of progressive leadership experience in EMS or 911 Communications Center operations.

• Demonstrated success in supervising large teams and managing complex scheduling environments.

• Prior experience with hiring, discipline, and performance evaluation.

• Working knowledge of CAD systems, SSM, and EMS deployment strategies.

• Current or prior EMD certification preferred.

• EMS field background (EMT/Paramedic) preferred but not required.

• Strong verbal and written communication skills.

KNOWLEDGE, SKILLS, AND ABILITIES

• Proven ability to lead teams in high-pressure, mission-critical environments.

• Thorough understanding of EMS dispatch, unit deployment, and communications workflows.

• Competency in interpreting performance metrics and producing executive-level reports.

• Skilled in policy development, training implementation, and change management.

• Exceptional interpersonal skills with a focus on servant leadership and employee engagement.

• Comfortable navigating difficult personnel issues and driving accountability across shifts and sites.

PHYSICAL REQUIREMENTS

The employee is regularly required to use hands, fingers, and reach with hands and arms; must be able to talk and hear. The employee frequently is required to stand and walk. The employee is required to sit for extended periods; climb or balance; stoop, kneel, or crouch. The employee may often lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORKING ENVIRONMENT

Open cubical type or closed office environment. Frequent interruptions, work pressure, and irregularities in work schedule are expected. Employees are continuously faced with a number of projects considered to be high priority. Employee is subject to continually changing deadlines. While performing the duties of this job, the employee may occasionally be required to travel and attend both regular and unscheduled meetings, some of which take place outside of regular working hours.

AmeriPro Health goes above and beyond for better patient and healthcare outcomes, more efficient care, and unprecedented access to the highest quality care. Join us today and make a difference as a Paramedic at AmeriPro. Your dedication and expertise will be invaluable in our mission to provide exceptional care to those in need.

AmeriPro Health is proud to be an Equal Opportunity Employer. We strongly believe in the power of diversity and inclusion; we celebrate how this diversity fuels our innovation and allows each of us to better serve the diverse needs of our patients and partners.

#AmeriPro