Communication Specialist II - Ambulance Dispatch - FT

Workplace : Onsite

Sign on Bonus : $7,500 (when external candidate meets applicable guidelines)

How You’ll Help Transform Healthcare :

Successful candidate must be certified as an EMT-Basic, EMT-Advance, EMT-Intermediate or Paramedic in the State of Virginia.

The Communication Specialist II is one of the first points of contact for physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic.

Working in a call center environment as part of an extended team under the direction of the lead pod, the Communications Specialist II is a central link in the safe transfer and transport of patients throughout the region.

This position is primary responsible for emergency flight operations for Carilion Clinic Life-Guard. This includes call intake for scene responses and inter-facility flights, dispatching the flight team, flight following, and coordinating helicopter operations with landing zone coordinators, security / police officers, at sending and receiving facilities.

When not actively working through flight requests, the Communication Specialist is responsible for taking emergency and non-emergency ground ambulance transport requests.

The Communications Specialist II is responsible for activating and managing the emergency response plan and real-time problem solving to ensure a consistent delivery of service excellence and service recovery efforts when needed.

Performs specific job responsibilities :

• Uses service excellence principles in all communication to deliver an easy, empathetic, and solution-oriented experience for all callers.
• Keeps up to date with ground operations, procedures, and protocols.
• Primarily used for staffing the flight dispatch pod in the Communication Center.
• Receives and screens calls in an efficient manner to minimize delays.
• Appropriately determines the level of care required and the mode of transport needed based on CCPT scope of practice for basic life support, advanced life support, and critical care.
• Follows aviation vendor and Carilion Clinic procedures for helicopter dispatch and flight following operations, including non-Carilion aircraft.
• Demonstrates sustained proficiency in multi-tasking, prioritizing workload, and problem solving skills.
• Reviews electronic medical records for demographic information, clinical information, or prior transport information to ensure an appropriate match of resources to patient need.
• Activates the post-accident incident plan, works through the scenario in an organized, efficient, and timely manner in collaboration with the manager on call and / or transport coordinator.
• Works collaboratively with CCPT leadership and the sending physician when a critical care patient cannot be transported by air to explore the safest and most appropriate mode of transport.
• Responsible for entering outside agency flight following information, maintenance, and PR flight information into the dispatch system for tracking.
• Works closely with the lead pod to assist other team members as directed.

What We Require :

Education : High school diploma or equivalent required.

Experience : Prior experience in a call center, 911 dispatch center, or as an Emergency Medical Services provider required.

Licensure, certification, and / or registration :

American Heart Association Basic Life Support Health Care Provider (AHA BLS -HCP) required within 3 months of hire.

Virginia Office of Emergency Medical Services certification required as an Emergency Medical Technician- Basic (EMT-B) or Advanced Emergency Medical Technician (AEMT) required.

Emergency Medical Technician- Intermediate (EMT-I) or Emergency Technician- Paramedic (EMT-P) preferred.

Emergency Medical Dispatch certification preferred.

Certified Flight Communicator Course (sponsored by the International Association of Medical Transport Communication Specialists) are required within 2 years of hire.

Other Minimum Qualifications : Job requires long periods of sitting and use of a headset for frequent telephone interactions.

Must be proficient with keyboarding / typing and use of software applications, including Windows. Must demonstrate sustained proficiency in multi-tasking and effective communication skills focused on customer service.

Must successfully complete orientation and competency validation specific for this position.

Completes a minimum of one ride-along shift per quarter with any CCPT ground division. This may be waived if the employee is in a dual status role with CCPT ground.

About Carilion

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships.

A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good.

Make your tomorrow with us.

Recruiter : JAMIE S RATLIFF

Recruiter Phone : 540-797-8363

Recruiter Email : [email protected]

For more information, contact the HR Service Center at 1-800-599-2537.