Communications Specialist

PHI Health•Phoenix, AZ

About The Position

PHI Health is seeking a Communications Specialist to support its air ambulance and ground transport operations. The role handles transport requests, assesses and triages incoming requests, communicates with airborne aircraft and medical and aviation crews, and follows flights in accordance with FAA and company policies. The specialist records detailed medical and transport information, coordinates transport logistics with internal departments and external agencies, and enters flight and ground transport data into the company database. The position also supports long-distance air medical transport quoting and billing workflows. Responsibilities include preparing price quotes, explaining services and arrangements to callers, initiating billing processes, following up on quotes and accounts, identifying potential backhaul flights, and maintaining transplant patient files. The work requires customer service, sound decision-making under pressure, and adherence to safety, regulatory, and company procedures. The position is scheduled on a 3-and-4 schedule in Phoenix, Arizona. Required training includes the Communication Specialist Academy, PHI new-hire orientation, Destination Zero, the King County Emergency Medical Dispatcher Certification Program, and recurrent training such as HIPAA and Code of Conduct courses.

Requirements

High school diploma or equivalent.
Computer literacy and working knowledge of Microsoft Word and Excel.
Ability to learn custom and other software programs.
Excellent customer service skills.
Ability to remain calm in high-pressure situations, think clearly and logically, and make problem-solving decisions based on available information.
Ability to pass pre-placement drug screening and background screening.
Successful completion of the Communication Specialist Academy.
Completion of PHI New Hire Orientation classes and PHI Destination Zero.
Successful completion of the King County Emergency Medical Dispatcher Certification Program.
Completion of yearly recurrent training courses as required, including HIPAA and Code of Conduct.

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.
Knowledge of medical terminology.

Responsibilities

Assimilate information and make decisions while handling transport requests, triaging multiple incoming requests, and providing radio communications for all transport modalities.
Maintain comprehensive communication with medical and aviation crew members and aircraft using a statewide, multichannel voting radio system.
Perform flight-following procedures for aircraft during missions in accordance with FAA and PHI Air Medical policies.
Document accurate, detailed medical information about patient condition and transport activity as a legal record.
Coordinate national and international medical transport details with aviation, medical, and communications departments, requesting agencies, and other appropriate resources.
Enter flight and ground transport information into the network database in accordance with FAA Part 135 and PHI Air Medical 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 to support safe and coordinated responses and transports.
Use customer service practices when working with internal and external customers.
Notify administration personnel and/or appropriate agencies about incidents, accidents, or emergencies according to established procedures.
Attend designated departmental staff and continuing education meetings.
Receive quote requests for long-distance air medical transports and calculate quotes using software and the closest appropriate fixed-wing base.
Explain the services involved in long-distance air medical transport, including aircraft, medical crew, and ground ambulance arrangements.
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 regarding quote status.
Attempt to identify and fill empty backhaul flight legs.
Keep transplant patient files current, including contact information and hospital and case management contacts.
Perform other duties as required.