Communications Specialist

PHI Air Medical•Lexington, KY

About The Position

PHI Health is seeking a Communications Specialist to support its emergency air medical transport operations. The role handles requests for transport, assesses and triages multiple incoming requests, communicates with airborne aircraft and crews, and coordinates medical transports with internal departments, requesting agencies, and other resources. It also involves maintaining flight-following procedures, documenting transport and patient information, entering flight and ground transport data, and complying with FAA Part 135 requirements and company policies. The position also supports long-distance air medical transport quotes, including calculating prices, explaining services to callers, initiating billing processes, following up on quote status, and seeking opportunities to fill empty flight legs. The specialist maintains transplant patient files and positive relationships with referring and receiving facilities and pre-hospital agencies. The schedule is described as “3 & 4,” and the position is located in Lexington, Kentucky.

Requirements

High school diploma or equivalent.
Must be computer literate and have a good working knowledge of Microsoft Word and Excel, and be able to learn custom and other software programs.
Excellent customer service skills.
Ability to function calmly in high-pressure situations, think clearly and logically, and make problem-solving decisions based on information provided.
Must pass pre-placement drug screening and background screening.
The position is designated Safety Sensitive for purposes of the Arizona Medical Marijuana Act.

Nice To Haves

EMS and/or air medical communications experience.
Experience in public relations, customer service, marketing or sales, and/or healthcare billing and insurance.
Medical terminology.

Responsibilities

Assess and triage incoming transport requests and provide radio communications with aircraft for all transport modalities.
Maintain effective communications with medical and aviation crew members and aircraft using a statewide, multi-channel voting radio system.
Conduct flight-following procedures during missions in accordance with FAA and PHI Air Medical policies.
Document detailed medical information about patient condition and transport activity accurately as a legal record.
Coordinate national and international medical transports with aviation, medical, and communications departments, requesting agencies, and other appropriate resources.
Enter flight and ground transport information into the network database in compliance with FAA Part 135 requirements and PHI policies and procedures.
Maintain working knowledge of applicable FAA Part 135 rules and regulations and comply with current policies and procedures.
Maintain positive relationships with referring and receiving facilities and pre-hospital agencies, using good customer service practices to support safe and coordinated responses and transports.
Notify administration personnel or appropriate agencies about incidents, accidents, or emergencies involving personnel according to established procedures.
Attend designated departmental staff meetings and continuing education meetings.
Receive requests for long-distance air medical transport quotes, calculate price quotes using software and the closest appropriate fixed-wing base, and explain the services involved to callers.
Initiate the front-end billing process for quoted patient accounts and assist Patient Financial Services with account follow-up as needed.
Make daily outbound follow-up calls to requestors about quote status and attempt to identify and fill empty backhaul flight legs.
Keep transplant patient files current with contact, hospital, and case management information.
Complete other duties as required.
Complete the Communication Specialist Academy, PHI New Hire Orientation Classes, PHI Destination Zero, the King County Emergency Medical Dispatcher Certification Program, and required yearly recurrent training, including HIPAA and Code of Conduct.