Communications Specialist

Life Flight Network • Honolulu, HI

16h • Onsite

About The Position

The Communication Specialist is responsible for receiving, coordinating and following through to conclusion all requests for assistance involving Life Flight Network (LFN) by using established protocols and procedures, always keeping in mind the importance of exemplary customer service. The Communication Specialist will be responsible for succinctly and professionally communicating with sending and receiving facilities and their transfer centers (if applicable), LFN medical staff, 911 centers, and other members of the EMS community.

Requirements

• Strong customer service skills
• High School Diploma or equivalent
• Two years experience in police, fire, or medical emergency dispatch preferred
• Previous air medical dispatch experience strongly preferred
• Medical Terminology knowledge
• Two way radio proficiency
• Skilled in multi-line phone systems
• Ability to respond quickly and prioritize duties in a rapidly changing environment while maintaining a professional demeanor
• Excellent written and verbal interpersonal communication skills primarily via e-mail and phone
• Basic map reading skills
• Intermediate knowledge of MS Office and general computer skills

Nice To Haves

• Emergency Medical Technician a plus
• IAMTCS certificate required within 1 year from date of hire

Responsibilities

• Receives, evaluates, prioritizes, and coordinates emergency and routine service requests.
• Answers multiple telephone lines within three rings with employee and department identification.
• In instances of excessive, multiple activity, calls are initially screened for priority, always with a focus on customer service.
• Accurately gathers and relays necessary information from callers for standbys and activation of the LFN helicopters, ground ambulances, and fixed wing services, including notifying the appropriate aircraft and/or ground ambulance of the request for service during initial phone call with customer.
• Gives customer an accurate ETA for our services during the first phone call and within 60 seconds of initial receipt of call.
• Accurately takes into account call locations, circumstances and personnel activity for assignment of the most appropriate unit.
• Maintains a calm, courteous, and professional demeanor at all times.
• Be able to take a flight request and dispatch independently within 30 days of hire.
• Expected to remain at console while any transport is in progress or any team is on standby. A flight in progress is defined as beginning with the initial call for service and concluding at the time the aircraft has returned to its base and a flight debrief has been completed.
• Required to remain on duty until relief is briefed and ready to begin shift.
• As events occur, accurately, completely, uniformly, and legibly records all aspects of service requests within the electronic dispatch software and/or on the appropriate forms.
• Knows what information is available and the proper storage locations of resource material.
• Completely understands and properly utilizes all features of the Comm-Center radio(s) and telephone equipment and equipment updates as they are installed.
• Completely understands and properly utilizes all features of support equipment: Dictaphone, clocks, paging systems, HEAR, scanner, camera monitors, emergency power access, lighting, fire terminal and security/safety alarms.
• Properly cares for and maintains all departmental equipment and departmental issued equipment.
• Reports any departmental equipment and/or departmental issued equipment in need of repair.
• Recognizes malfunctions of all equipment and performs basic troubleshooting repairs.
• Completely understands and utilizes all available mapping resources necessary for plotting service-request locations.
• Proactively maintains thorough familiarization with service areas at all bases and locations served by LFN.
• Understands the role of the Medical Resource Hospital (MRH) within the Portland Metro area trauma system.
• Maintains a working knowledge of the Oregon, Washington and Idaho Trauma system patient-care process.
• Understands area mass-casualty procedures.
• Makes all contacts in a style that reflects cooperative task accomplishment and maintains a good rapport with co-workers.
• Maintains a working knowledge of the FCC radio communications regulations.
• Maintains a working knowledge of persons’/patients’ rights to confidentiality.
• Understands LFN policies regarding press releases.
• Attends 80% of department staff meetings.
• Responsible for reviewing all staff meeting minutes.
• Assists new employees with policy/procedure education.
• Supports and assists key trainers with staff education.
• Participates as a team member in CQI activities to optimize program service to the sponsoring hospitals, patients, and the community.
• Participates with management team in the growth and improvement of LFN business to meet medical transport service and financial performance goals.
• Daily cleans and sanitizes work area and equipment for shift relief.
• Keeps work area clear of non-business-related items.
• Properly files resource materials after each use.

Benefits

• Competitive pay
• 401(k) with a 100% vested employer contribution
• Tenure bonuses
• Comprehensive Medical, Dental, and Vision coverage
• Company-paid Life and AD&D Insurance
• Company-paid Short & Long-Term Disability Insurance
• Wellness Reimbursement Program
• Complimentary Life Flight Network Membership for you and your household
• Paid Parental Leave
• Adoption Assistance
• Bereavement Leave (including for pets)
• Paid Volunteer Time
• Generous Paid Time Off, starting at nearly 4 weeks annually for full-time employees
• Tuition and Training Reimbursement
• Public Service Loan Forgiveness (PSLF) Eligible Employer
• Employee Recognition Awards
• Multilingual Stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED