Communications Center Supervisor
About the job
- A minimum of 3+ years of experience as a Dispatcher.
- Maintain the requirements of a Dispatcher.
- Obtain Emergency Medical Dispatch Quality Assurance and American Heart Association cardiopulmonary resuscitation certifications.
- Attend EMS Agency Quality Improvement committee meetings.
- Have proven leadership experience supporting teams in a fast-paced, high-pressure environment.
- Have a strong understanding of emergency medical services operations, emergency response protocols, and relevant regulations.
- Have excellent verbal and written communication skills and the ability to interact effectively with diverse stakeholders.
- Be able to make quick, informed decisions in emergency situations.
- Have strong analytical and problem-solving skills and the ability to interpret data and metrics to drive improvements.
- Be able to inspire and lead a team while fostering a collaborative and supportive work environment.
- Have conflict-resolution skills and the ability to manage stressful situations calmly and effectively.
- Foster continuous learning by providing coaching and mentorship to team members and assisting the Director with their professional development.
- Be able to work night shifts on Thursday, Friday, Saturday, and every other Wednesday.
- Collaborate with the Communications Director and other Communications Supervisors to drive process improvement in line with company objectives.
- Manage the performance of all team members within the Communications Center.
- Monitor and address individual team-member performance.
- Monitor key metrics, including service-level agreements, meal-period compliance, adherence to posting plans, and emergency-call response times.
- Ensure team members conduct themselves professionally and meet organizational standards.
- Listen actively and walk around the communications floor to ensure team members are on task and effective.
- Analyze unit availability and pending call volume, and develop plans to minimize delayed calls.
- Facilitate daily team huddles covering improvement opportunities, team recognition, concerns, and process updates, and develop action items based on meeting needs.
- Manage employee schedules to ensure adequate dispatch and call-taking coverage.
- Ensure team members make decisions that optimize performance for customer expectations.
- Collaborate with Operations Leaders to resolve resource challenges.
- Resolve customer-related inquiries and escalations.
- Maintain data integrity.
- Maintain a clean environment for team members.
- Ensure team members are fit for duty and have the tools and resources needed to succeed.
- Celebrate team successes and recognize team members.
- Mentor the team to ensure needs are met and there is a consistent path for growth within the Communications Center.
- Create an environment based on trust, open communication, creative thinking, and cohesive teamwork.
- Provide support to Customer Specialists and Dispatchers as needed.
- Facilitate the Dispatch Training Academy.
- Ensure adherence to Royal and EMS Agency policies and procedures.
- Participate in quality assurance and quality improvement initiatives and meetings.
- Demonstrate and support Royal’s values, mission, and quality standards.
- Maintain records, prepare reports, and compose correspondence related to the work.
- Maintain confidentiality of patient information in accordance with Health Insurance Portability and Accountability Act regulations and protect sensitive company and employee information.
About the company
Royal Ambulance provides medical transportation services, including emergency and non-emergency patient transport, critical care transport, and event medical support for hospitals and skilled nursing facilities. It uses an ambulance fleet staffed with trained personnel to move patients between locations, with care and safety as a focus, and it bills for these transports through insurance or direct facility/patient payment. The company differentiates itself by offering workforce development programs (the Royal Ambulance Bridge and Jumpstart Scholarship) and by providing standby ambulance services for events in addition to its transport services. Its goal is to deliver dependable, timely medical transportation that supports healthcare facilities and patients while building a skilled EMS workforce.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
San Leandro, California
Founded
2006
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Simplify's Take
What believers are saying
- June 2026 Apex acquisition expands Royal beyond Northern California into Colorado immediately.
- Royal's workforce reached 729 employees by March 2026, supporting multi-market operations.
- Royal's 2026 career page and bridge program keep attracting EMTs despite industry shortages.
What critics are saying
- March 2022 OIG settlement shows Medicare billing exposure that can recur through SNF contracts.
- Revelio shows 2026 postings fell 43.5%, signaling slower growth and tighter staffing.
- Labor and reimbursement shocks can crush thin-margin ambulance operators within one contract cycle.
What makes Royal Ambulance unique
- June 2026 Apex deal gives Royal Colorado interfacility transport and health-system contracts.
- Career Bridge and Jumpstart scholarship create a built-in EMT recruiting funnel.
- Royal combines BLS, ALS, CCT, and event medical support under one operator.
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Benefits
Health Insurance
401(k) Retirement Plan
401(k) Company Match
Unlimited Paid Time Off
Flexible Work Hours
Company News
Helix Health Capital Advisors served as exclusive financial advisor to Apex Paramedics on its sale to Royal Ambulance. Helix Health Capital Advisors Jun 09, 2026, 14:58 ET Helix Health Capital Advisors served as exclusive financial advisor to Apex Paramedics, a Colorado provider of scheduled, non-emergent interfacility transport, in its sale to Royal Ambulance. The transaction positions Royal to enter Colorado and expand its health system transport capabilities beyond Northern California. DENVER, June 9, 2026 /PRNewswire-PRWeb/ - Helix Health Capital Advisors ("Helix") served as the exclusive financial advisor to Apex Paramedics ("Apex"), a provider of scheduled, non-emergent interfacility transport ("IFT") services in Colorado, in its sale to Royal Ambulance ("Royal"), a California-based strategic acquirer. Founded in 2015, Apex provides scheduled and non-emergent IFT services across the Denver metro and Colorado Springs markets, supporting patient movement across care settings. Apex has developed long-standing relationships with leading health systems, supported by multi-year service agreements and a strong track record of clinical quality and on-time performance. Royal Ambulance, headquartered in San Leandro, California, provides a range of medical and specialty transportation services throughout the San Francisco Bay Area, including advanced life support and critical care capabilities. The combination establishes Royal's presence in Colorado and strengthens its ability to serve health system partners with consistent, high-quality transport operations. Non-emergent IFT continues to see increasing strategic interest as operators navigate rising labor costs, fleet and equipment requirements, and evolving compliance and contracting complexity. Consolidation is accelerating as acquirers prioritize scaled operators that can deliver consistent service levels, efficient scheduling and routing, and durable relationships with health systems and other care providers. "Health systems rely on transport partners for consistent execution across high-volume, scheduled patient movement," said Greg Anderson, Managing Director of Helix Health Capital Advisors. "Apex has built a strong foundation in its Colorado markets, and Royal is well-positioned to expand that capability as it enters the state." Helix advised Apex's shareholders and leadership team across all phases of the transaction, including preparation and positioning, targeted buyer outreach, process management, diligence coordination, negotiation of key terms, and execution through closing. About Apex Paramedics Apex Paramedics is a provider of scheduled, non-emergent interfacility transport services across the Denver metro and Colorado Springs markets, supporting patient movement across care settings. About Royal Ambulance Royal Ambulance provides medical transportation and specialty transport services across the San Francisco Bay Area, including advanced life support and critical care capabilities. About Helix Health Capital Advisors Helix Health Capital Advisors is a healthcare-focused investment banking firm advising owners, management teams, and investors across the lower middle market. Media Contact Brad Brumbaugh, Helix Health Capital Advisors, 1 (303) 537-4540, [email protected], https://www.helixhealthcapital.com/ Greg Anderson, Helix Health Capital Advisors, 1 (303) 537-4540, [email protected], https://www.helixhealthcapital.com/ SOURCE Helix Health Capital Advisors
Helix serves as exclusive financial advisor to Apex Paramedics in its sale to Royal Ambulance
The unspoken partner: how Kirsten Bolanos is still backing up the team. Kirsten Bolanos's promotion to People Operations Analyst at Royal didn't happen by accident. Her knack for solving problems, unwavering advocacy for her team, and drive to make Royal better for everyone have made her a quiet force behind the scenes. Now, her impact is front and center. Her journey to this moment is as remarkable as the achievement itself. Anyone who has worked a 10-hour shift with their spouse knows how challenging it can be. Kirsten and her husband, Miguel, started as partners on the ambulance and became partners in life. They even brought a Royal ambulance to their wedding day. For both of them, teaming up at Royal all those years ago forged a strong sense of partnership. On calls, they rarely had to speak. They simply understood what the other needed in the moment. That teamwork carried over into their home life. The same determination that got them through tough shifts now helps them as parents. Royal became woven into their story. An ambulance even showed up at their wedding, and several coworkers stood with them as groomsmen. From the Rig to the Office Kirsten began her career out in the field as an EMT in late 2016. For her, the job was always about more than just moving patients. "We really pride ourselves on taking care of our patients and being patient advocates," she says. Her protective nature stayed with her when she moved into the office after her second pregnancy in 2020. She didn't want to just process HR paperwork. She wanted to support her coworkers the same way she had supported patients. After years on the rig, she understood the burnout and daily challenges crews face. She had lived them herself. Solving the "Data Headaches" Kirsten doesn't have a background in technology. She never studied computer science or software. She went to EMT school and simply couldn't stand watching her team struggle with inefficient processes. When Royal needed someone to set up systems like UKG or monday.com, Kirsten didn't wait for training. She watched demo videos and kept working until she figured it out. "I really enjoy the data side of it. I like finding a specific problem and not stopping until I figure out how to fix it," Kirsten explains. Recently promoted to People Operations Analyst, Kirsten is now focused on preparing for major system integrations in 2026 and 2027. Her main goal is to streamline and automate routine HR and Payroll tasks and finally resolve the persistent data headaches that slow down the team. For Kirsten, it's all about giving people more time to focus on each other - not spreadsheets. Tending the Garden These days, Kirsten works from Richmond, Virginia. At 6:00 AM, you'll often find her tending her backyard garden. Before her kids wake up for school, she's usually outside, caring for Chinese eggplants, squash, and loofahs. Gardening is a different kind of field work, but it takes the same patience she learned as an EMT. She is now expanding her garden to three times its original size, just as she is helping Royal's internal systems grow. Kirsten may not be riding in the back of an ambulance anymore, but she still uses the skills she learned as a partner. She continues to anticipate what the team needs before they even ask.
At the 2025 American Ambulance Association Annual Conference, Royal Ambulance founder Steve Grau delivered a powerful reminder that leadership doesn't start in a boardroom or budget meeting; it starts in the mirror.
Royal Ambulance is excited to officially announce the Royal Ambulance Career Bridge Program ™, a first-of-its-kind recruitment and talent development initiative that aligns team members’ individual growth goals with on-the-job experience and downstream agencies.