Communication Specialist I - Ambulance Dispatch

Carilion Clinic Patient Transportation•Roanoke, VA

6d•Onsite

About The Position

The Communication Specialist I works in the call center for the Carilion Clinic Patient Transport (CCPT) department. This role is a central link in the safe transfer and transport of patients throughout the region and serves as a primary point of contact for various stakeholders including patients, discharge planners, insurance companies, physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies. The successful candidate will maintain proficiency in all CCPT Communications Center Coordinator responsibilities and serve as a resource when needed, primarily staffing ground ambulance dispatch pods. The role involves developing professional relationships with Transfer Center staff to enhance inter-departmental communication and synergy. Key duties include receiving and screening calls efficiently, identifying and prioritizing emergency calls, dispatching units promptly (under two minutes), escalating flight requests, determining the appropriate level of care and transport mode, anticipating patient needs during transport, scheduling trips, dispatching ground ambulances, monitoring response times, and intervening with clinical teams for concerns or delays. The specialist will also provide updates on arrival times, demonstrate sustained proficiency in multi-tasking and prioritizing, operate specialized computer software accurately, perform direct data entry while on calls, review electronic medical records for patient information, ensure the protection of private health information, and cancel/reschedule appointments with attention to detail. Teamwork, respect, dignity, kindness, and empathy are essential in all interactions.

Requirements

High school diploma or equivalent required.
Prior experience in a call center, 911 dispatch center, or as an Emergency Medical Services provider required.
Virginia Office of Emergency Medical Services certification required as an Emergency Medical Technician- Basic (EMT-B).
American Heart Association Basic Life Support - Health Care Provider (AHA BLS -HCP) required within 3 months of hire.
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.
Certified as an EMT-Basic, EMT-Advance, EMT-Intermediate or Paramedic in the State of Virginia.

Responsibilities

Maintains proficiency in all CCPT Communications Center Coordinator responsibilities and serves as a resource for the Coordinator's when needed.
Primarily used for staffing the ground ambulance dispatch pods in the Communication Center.
Develops and matures professional relationships with the Transfer Center staff to facilitate synergies and communication between departments.
Receives and screens calls in an efficient manner to minimize delays.
Identifies and prioritizes emergency calls, routinely dispatching units in less than two minutes from the time of the initial call.
Escalates flight requests to the appropriate pod for immediate assistance.
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.
Anticipates projected patient needs during transport based on clinical condition and history and projected out of hospital time, actively uses this information in the decision-making process as an advocate for quality and patient safety.
Schedules trips and dispatches ground ambulances, using all available tools to identify the closest, most appropriate resource, time-stamps units, monitors ambulance response times, and intervenes with clinical teams to address concerns or delays.
Provides updates on arrival time to the requestor when the unit will be more than 10 minutes early or late for a scheduled pick-up.
Demonstrates sustained proficiency in multi-tasking and prioritizing work.
Operates specialized computer software and computer systems in a timely and accurate manner.
Minimizes delays by direct data entry into the system while the caller is on the line.
Reviews electronic medical records for demographic information, clinical information, or prior transport information to ensure an appropriate match of resources to patient need.
Actively works to ensure the protection of private health information during the process.
Cancels and reschedules appointments in the dispatch software program, using attention to detail to ensure the right patient and the right cancellation reason.
Works closely with the lead pod to assist other team members as directed.
As a team member, demonstrate respect, dignity, kindness, and empathy in every encounter with patients, peers, leadership, and external parties.