MedFlight
  • - MedComm
  • Columbus, OH, USA
  • Full Time

Regarding specific experience and training, we are looking for the following:

  • Previous experience in the healthcare field or in a busy public safety dispactch center is preferred
  • EMT certification and familiarity with medical terminology is preferred
  • Multi Task oriented
  • Must possess excellent communications skills both written and verbal
  • Computer literacy a significant plus
  • Must complete Certified Flight Communicator course (CFC) within one year of hire

 

Communications Specialist I

Job Description

 

REPORTS TO:         Director of Communications

                                    Shift Supervisor

DEPARTMENT:      Communications

FLSA STATUS:       Non-exempt

FTE STATUS:          0.9

 

 

GENERAL DESCRIPTION:        

Responsible for the following job roles:  Call-Taking, Dispatching and Transport Coordinator.  Receives processes and arranges requests for medical transportation (rotor wing, fixed wing and ground ambulance) while working within either MedComm and/or occasionally within a designated receiving hospitals Transfer Center.  Ensuring the most appropriate unit is assigned in a timely manner; coordinates all aspects of the mission and monitors the location of all transport units at all times while maintaining safety as a priority. Collects and maintains accurate records of all information received via requesting personnel, aviation staff, transport crews and leadership personnel. This information will include pre and post-transport patient documentation and transport records. Responsible for appropriately initiating the Post Accident Incident Plan (PAIP) and following the established procedures.

 

MAJOR DUTIES AND RESPONSIBILITIES FOR ALL JOB ROLES:

 

  1. Knows and meets all of the expectations and requirements of internal and external customers. Actively seeks customers' feedback on quality of service provided and reports to management so resolutions can be completed for customer related problems.
  2. Understands both the stated and unstated values of MedFlight.  Lives up to the organization values at all times. Considers mission statement, vision, and values in making decisions and taking actions.
  3. Builds good relationships and rapport with customers, peers, supervisors and management. Treats all people with dignity, respect and the highest level of professionalism.
  4. Successfully works within the roles and responsibilities of the Call-Taker, Dispatcher and occasionally, as needed, the Transport Coordinator.  See below for job role responsibilities.
  5. Safely directs and coordinates communications with rotor wing, fixed wing and ground ambulances. At all times, monitors location and maintains communication with rotor wing, fixed wing and ground ambulances to fulfill FAA, CAMTS, and all dispatching client regulations. Follows progress of aircraft and ground vehicles.
  6. Actively participates in transports by adapting to unpredictable situations within the dispatch process by utilizing consistent, solid problem solving skills. Will help facilitate the transition from one mode to another when primary mode is unavailable due to weather or maintenance.
  7. Provides superior customer service to both internal and external customers (All dispatching service clients, their partners/team members, EMS, law enforcement, other communications centers, hospital staff, patients, family members) by professionally and effectively communicating all relevant information and providing real time updates.  This being done by professionally and
    courteously 'controlling the call' in difficult and stressful interactions while effectively directing the flow of conversation.
  8. Demonstrates the ability to elicit information from requesting agencies and hospitals to ensure dispatch of the proper resource. 
  9. Develops and maintains a high degree of familiarity with dispatching client service area geography, medical facilities, and requesting agencies.
  10. Maintains accurate records of information including pre and post-transport patient documentation and transport records.
  11. Collects and records proper information to ensure all required data is accurately and consistently entered in the dispatch CAD and all related program.
  12. Protects the privacy of all patient information in accordance with policies, procedures, practices, as required by federal and state law, and in accordance with general principles of professionalism as a Communications Specialist.
  13. Maintains safe environment in Communications Center by mitigating distractions. (e.g., visitors, personal cell phones, TV volume, etc.)
  14. Appropriately initiates the Post Accident Incident Plan (PAIP) and follows established procedures.
  15. Participates in efforts to promote all dispatch and transport services by assisting with site visits, in-service presentations, and educational and public relations events. 
  16. While on duty, at all times, creates and maintains a positive, cohesive environment which fosters teamwork and superior customer service.
  17. Demonstrates the ability to take direction, work independently and as part of a team. 
  18. Performs all other duties as assigned.

 

MAJOR DUTIES AND RESPONSIBILITIES OF SPECIFIC JOB ROLES:

 

Call-Taking:

  1. Answer incoming phone calls in a timely manner      while assisting and directing the call in the appropriate manner.
  2. Receives and coordinates incoming request by      telephone or on-line app, determining priority and preferred transport      mode according to established policies and procedures.
  3. Obtain necessary, required information to      activate a computer aided dispatch (CAD) record.
  4. Consistently follow standardized call-taking and      information gathering process.
  5. Enter all transport request information in      dispatch software in real-time.
  6. Assist dispatching job role, as necessary.
  7. Complete all necessary request documentation      including post transport.

 

Dispatching:

  1. Quickly recognize transport requests that appear      in the Open Work screen of the CAD.
  2. Determine the mode of transportation required for      the request and determine the status of the request.
  3. Utilize the CAD Candidate Ranking system to      ensure the closest, available, appropriate resource is activated.
  4. Notify appropriate resource and receive acceptance      of the request.
  5. If the request is for air transport, place      proper, required information in separate system to obtain regulatory      required flight release number.
  6. Monitor and track all vehicle movements ensuring      proper information is being given and received for all mode of transport
  7. Alert specific receiving hospital departments of      all transport updates.
  8. Complete all necessary request documentation      including post transport.
  9. Assist with dispatching job role, as necessary.

 

Transport Coordinator:

  1. Cohesively work with hospital Transfer Center personnel to identify and arrange transportation for patient transfers.
  2. Provide a high level of support and customer service to hospital TransferCenter personnel. 
  3. UpdateTransferCenter personnel of transport request acceptance and provide real-time updates of the patient's arrival status.
  1. Obtain necessary, required information to      activate a computer aided dispatch (CAD) record.
  2. Consistently follow standardized call-taking and      information gathering process.
  3. Enter all transport request information in      dispatch software in real-time.

 

EDUCATION:         

 High School diploma or equivalent

 Current certification as Ohio EMT desired

Current certification as an Emergency Medical Dispatcher (EMD) desired

Certified Flight Communicator (CFC) certification must be obtained within one year of hire and must be maintained throughout employment.

                                               

 

EXPERIENCE:

Minimum of 2 years of previous EMS / law enforcement / critical care dispatching experience preferred; or

Minimum of 2 years of previous Helicopter Air Ambulance (HAA) and/or Fixed Wing Ambulance dispatching experience preferred; or

Minimum of 2 years' experience as a MedComm Transport Coordinator

 

         

KNOWLEDGE/SKILLS/ABILITIES:     

Requires successful completion of the MedComm orientation program upon hire

Ability to effectively multi-task

Ability to verbally communicate clearly and precisely in stressful situations

 Ability to reach and grasp with arms and hands

  Determines own learning needs and seeks those skills to develop

  Normal hearing ability

  Knowledge of basic computer skills

 Proficient typing skills

 Ability to operate radio technology

  Knowledge of medical terminology

  Work requires interpersonal skills necessary to interact effectively with internal and external personnel in stressful situations and to act as a representative of MedFlight to the public.

 

OTHER REQUIREMENTS:         

Ability to work flexible schedule – rotating 12 hr shifts between day, night, overlap, weekend and holidays with occasional overtime

Ability to sit for long periods of time at a work station

Must be able to wear a telephone headset for an extended period of time

Must demonstrate alertness at all times and be able to withstand high amounts of stress

 

 

 

Disclaimer

 

The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job.  It is not designed to be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees, assigned to this job.  Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time.  This job description is not an employment agreement or contract.

 

MedFlight is an Equal Opportunity Employer. MedFlight is a private, non-profit company made possible by our consortium hospitals: OhioHealth (Owner), The Wexner Medical Center at The Ohio State University (Owner), and Kettering Health Network (Affiliate Member).

MedFlight is a tobacco free environment. Use of tobacco products during working hours and on MedFlight property is prohibited.

MedFlight is an equal opportunity employer.

MedFlight
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