Communications Specialist

Life Flight Network•Honolulu, HI

About The Position

The Communications Specialist receives, coordinates, and follows through on requests for assistance involving Life Flight Network (LFN), using established protocols and procedures while providing exemplary customer service. The role communicates professionally with sending and receiving facilities and their transfer centers, LFN medical staff, 911 centers, and other EMS community members. It receives and prioritizes emergency and routine requests, gathers and relays information, coordinates appropriate air and ground resources, and gives customers an accurate service ETA during the initial call. The specialist also documents service requests, uses communications and mapping equipment, maintains familiarity with LFN service areas and relevant trauma systems, and supports company and department education and continuous quality improvement. The specialist is expected to remain at the console while transports are in progress or teams are on standby, and to remain on duty until a relief worker is briefed and ready to begin the shift.

Requirements

High school diploma or equivalent.
Strong customer service skills.
Knowledge of medical terminology.
Proficiency with two-way radios.
Skill with multi-line telephone 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 email and phone.
Basic map-reading skills.
Intermediate knowledge of Microsoft Office and general computer skills.
IAMTCS certificate required within one year from date of hire.

Nice To Haves

Two years of experience in police, fire, or medical emergency dispatch.
Previous air medical dispatch experience.
Emergency Medical Technician qualification.

Responsibilities

Receive, evaluate, prioritize, coordinate, and follow through on emergency and routine service requests.
Answer multiple telephone lines within three rings, screen calls according to priority when activity is high, and maintain a customer-service focus.
Gather and relay information for standbys and activation of LFN helicopters, ground ambulances, and fixed-wing services, including notifying the appropriate unit.
Provide customers with an accurate ETA during the first phone call and within 60 seconds of receiving the call.
Select the most appropriate unit based on call location, circumstances, and personnel activity.
Maintain a calm, courteous, and professional demeanor and communicate effectively with facilities, LFN medical staff, 911 centers, and EMS community members.
Dispatch flight requests independently within 30 days of hire.
Remain at the console while a transport is in progress or a team is on standby, and remain on duty until relief is briefed and ready.
Accurately, completely, uniformly, and legibly record service-request information in electronic dispatch software and/or on appropriate forms.
Know what resource information is available and where it is stored.
Properly use communications, telephone, support, and mapping equipment; learn equipment updates as they are installed.
Care for and maintain departmental and issued equipment, report equipment needing repair, recognize malfunctions, and perform basic troubleshooting.
Maintain familiarity with service areas at LFN bases and locations and use available mapping resources to plot service-request locations.
Understand the role of the Medical Resource Hospital in the Portland Metro area trauma system and maintain working knowledge of Oregon, Washington, and Idaho trauma-system patient-care processes and area mass-casualty procedures.
Maintain working knowledge of FCC radio communications regulations, patient confidentiality rights, and LFN press-release policies.
Attend at least 80% of department staff meetings, review meeting minutes, assist with new employee policy and procedure education, and support key trainers with staff education.
Participate in company and departmental meetings and continuous quality improvement activities.
Work with management to support LFN business growth and medical transport service and financial performance goals.
Keep the common work area neat, clean, and organized; clean and sanitize the work area and equipment daily, clear non-business items, and properly file resource materials.