Critical Care Communications Specialist

St. Luke’s University Health Network•Allentown, PA

1d•Onsite

About The Position

The Critical Care Communications Specialist is responsible for the coordination, prioritization, and dispatch of critical care, specialty care, neonatal, pediatric, and air medical transport requests throughout the Network. This position serves as the primary communications liaison between requesting facilities, transport teams, aircraft operators, receiving facilities, physicians, and operational leadership. The Critical Care Communications Specialist provides advanced transport coordination, flight-following operations, resource management, and mission support for critical care transport services while ensuring compliance with applicable regulatory, operational, and safety requirements.

Requirements

High School Diploma or equivalent required.
Minimum two years of emergency communications, EMS dispatch, transport coordination, healthcare operations, or related experience required.
Must be able to perceive attributes of an object through touch.
Must be able to hear as it relates to normal conversation.
Must be able to see as it relates to general, near, far, color, peripheral vision and vision monotony.

Nice To Haves

Associate's degree in Emergency Services, Healthcare Administration, Aviation Operations, Communications, or related field preferred.
Experience coordinating critical care or air medical transports preferred.
Aircraft Dispatch, Flight Following, CAMTS, or Air Medical Communications training preferred.

Responsibilities

Receive and coordinate requests for critical care and specialty care transportation services.
Evaluate transport requests to determine the most appropriate transport modality based on patient condition, clinical requirements, distance, and resource availability.
Coordinate ground critical care and rotor-wing transport resources.
Maintain communication with sending facilities, receiving facilities, transport teams, and medical providers throughout the transport process.
Facilitate bed assignment, patient transfer logistics, and transport arrangements as required.
Receive, prioritize, and dispatch air medical transport requests.
Coordinate helicopter and fixed-wing aircraft utilization in accordance with established operational procedures.
Collect and communicate information necessary for safe mission planning and execution.
Track aircraft availability, crew status, and aircraft utilization.
Coordinate aircraft launch, mission assignment, patient movement, and destination planning.
Maintain continuous communication with flight crews during active missions.
Communicate mission updates to requesting and receiving facilities.
Support pilot and crew operational decision-making by providing relevant information and mission updates.
Perform flight-following procedures for all assigned air medical missions.
Monitor aircraft progress from launch through mission completion.
Maintain awareness of weather conditions and operational impacts.
Escalate potential operational concerns, delays, or mission-related issues.
Activate contingency procedures for aircraft diversions, weather cancellations, communications failures, or operational interruptions.
Ensure accurate documentation of mission milestones and transport activity.
Serve as a communications resource and subject matter expert for Emergency Communications Operators.
Support communications center operations during periods of high call volume and complex incidents.
Assist with training, mentoring, and onboarding of communications personnel.
Participate in quality assurance, performance improvement, and operational review activities.
Support department preparedness activities, drills, and emergency operations.
Maintain accurate records of transport requests, dispatch activities, mission information, and communications.
Ensure HIPAA compliance and patient confidentiality.
Maintain compliance with Network policies, transport accreditation standards, and applicable regulatory requirements.
Complete incident reports and operational reviews as required.
Other related duties as assigned.