Communications Specialist

PHI Health•Lexington, KY

2d•Onsite

About The Position

PHI Health is seeking a Communications Specialist to support its air medical transport operations. The role handles transport requests, assesses and triages incoming requests, communicates with aircraft and crew through a statewide multichannel radio system, and performs flight-following procedures in accordance with FAA and PHI policies. It documents medical and transport details, coordinates national and international transports with internal departments and external agencies, and enters flight and ground transport information into the company database. The position also supports long-distance air medical transport quotations and related customer service, billing coordination, follow-up, backhaul identification, and maintenance of transplant patient files. The role is based in Lexington, Kentucky, with a stated 3 & 4 schedule. The successful candidate completes required PHI, communications, and emergency medical dispatch training and participates in recurrent training, including HIPAA and Code of Conduct courses.

Requirements

High school diploma or equivalent.
Computer literacy and a good 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 information provided.
Must pass pre-placement drug screening and background screening.
Must complete the Communications Specialist Academy, PHI New Hire Orientation classes, PHI Destination Zero, and the King County Emergency Medical Dispatcher Certification Program.
Must complete 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.
Medical terminology.

Responsibilities

Assess and triage incoming transport requests and provide communications for all transport modalities, including radio communications with airborne aircraft.
Maintain comprehensive communications with medical and aviation crew members and aircraft using a statewide, multichannel voting radio system.
Perform constant flight-following procedures during missions in accordance with FAA and PHI Air Medical policies.
Document accurate and detailed medical information about patient condition and transport activity.
Coordinate national and international medical transport details with aviation, medical, and communications departments, requesting agencies, and other resources.
Enter flight and ground transport information into the network database in accordance with FAA Part 135 and PHI policies and procedures.
Maintain 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 emergency assistance and transport.
Use customer service practices when working with internal and external customers.
Follow procedures for notifying administration personnel or appropriate agencies about incidents, accidents, and emergencies involving personnel.
Attend designated departmental staff and continuing education meetings.
Receive requests for long-distance air medical transport quotes and calculate prices using software and the closest appropriate fixed-wing base.
Explain long-distance air medical transport services, 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, hospital, and case-management information.
Perform other duties as required.