Communication Specialist I - Ambulance Dispatch - FT

Carilion Clinic•Roanoke, VA

5d•$20•Onsite

About The Position

The Communication Specialist I works in the call center for Carilion Clinic Patient Transport (CCPT) department. The Communications Specialist is a central link in the safe transfer and transport of patients throughout the region and is one of the first points of contact for patients, prospective patients, discharge planners, insurance companies/brokers, physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic. Successful candidate must be certified as an EMT-Basic, EMT-Advance, EMT-Intermediate or Paramedic in the State of Virginia. Communication Specialist I rate starts at $20.10, with credit for experience. A $7,500.00 sign-on bonus is available for external candidates who meet eligibility requirements. Receives emergency and non-emergency transport requests, screens and prioritizes emergency calls. Escalates flight requests for immediate assistance. Matches available resources to the patient based on clinical condition and CCPT clinical protocols. 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. Enters patient information into the dispatch software system. Manages the daily call schedule to ensure the most effective use of resources, operating the radio console, 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. 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.

Requirements

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).
Other Minimum Qualifications: 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.

Responsibilities

Receives emergency and non-emergency transport requests, screens and prioritizes emergency calls.
Escalates flight requests for immediate assistance.
Matches available resources to the patient based on clinical condition and CCPT clinical protocols.
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.
Enters patient information into the dispatch software system.
Manages the daily call schedule to ensure the most effective use of resources, operating the radio console, 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.
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.