Job summary:

 Acts as the company’s first point of contact for emergency and non-emergency calls through telephone and radio communications; appropriately routes incoming calls; coordinates requests for service and provides relevant information to agencies; operates in a fast-paced environment to coordinate patient transports; works closely with aviation, clinical, maintenance and administrative staff to ensure transports are completed in a professional and efficient manner.

Department: Communications
Reports to: Communications Supervisor
Direct Reports: None

Summary of essential job functions

• Receives and routes all incoming calls for general business inquiries
• Receives and coordinates all incoming requests for patient transports
• Work closely with all departments to provide support functions for safe and efficient facilitation of patient transport services
• Must professionally and efficiently interact with hospitals and EMS agencies for collection and transfer of vital information
• Performs required communications and documentation duties per policy in support of flight operations
• Must transmit clear, concise, and professional messaging over telephone, public address, and radio systems
• Acts as a liaison between the caller and the transport team
• Must maintain excellent working knowledge and adherence to company policies and procedures relating to communications and flight operations
• Must perform accurate and timely flight following procedures
• Must perform prompt completion of appropriate flight notifications and related documentation
• Must maintain proper communication and tracking of all Company assets
• Maintains contact with sending/receiving hospitals to relay medical reports, coordinate landings, take-offs, and patient related transport needs
• Receives and relays medical information to/from the flight team members
• Assists transport teams in identification of non-hospital landing sites
• Documents all information pertaining to patient transport activities
• Monitors and reports all hospital restrictions and safety alerts
• Initiates and coordinates Emergency Response Plans (ERPs) as needed
• Assists and coordinates with other flight programs when present in MFC service area
• Participates in mandatory company Quality Management Program, including daily peer review processes
• Participate in orientation training of new Communications Specialists
• Performs secondary duty(ies) as assigned (eg. update and maintenance of phone and CAD systems, department specific education, 911 outreach, and others as needs are identified)
• Ensure accurate and timely completion of instructions from management
• Accurate and timely completion of assigned shift duties and responsibilities including general housekeeping and disinfecting of workspace
• Must maintain proficiency and currency in accordance with company training programs
• Must participate in mandatory shift briefings
• Participates in committees, public relations functions, and educational opportunities as assigned
• 100% attendance at company and department meetings is expected
• Must report to work on time and must have a minimum of ten (10) hours rest prior to the start of any scheduled shift
• Outside employment is not discouraged, however employees may not work at another place of employment within the ten-hour pre-shift period

Skills and Qualifications

• Minimum one (1) year public safety communications experience (preferred)
• Minimum one (1) year certification as EMT, EMD, or CFC (preferred).
• Maintain proficiency and currency according to the standards of: 
• Certified Flight Communicator (provided within 12 months of hire, recertify every three years after)
• National Incident Management System (NIMS) ICS-100, and ICS-200. (provide certificates or complete after hire during orientation phase)
• Variety of safety, compliance, OSHA and other job specific annually recurring education
• Possess basic computer competency and keyboarding skills and be able to learn and utilize new software programs
• Must be proficient with basic data entry
• Must be able to multitask (simultaneous telephone / keyboarding / voice transmission skills)
• Must have a general geographic knowledge and map reading skills
• Must perform in a fast-paced environment presenting challenges that require quick thinking and response, multitasking for emergent and non-emergent telephone calls and transport requests
• Must be able to work in an environment with minimal to moderate physical and psychological stressor 
• Must be able to sit for extended periods of time
• Employee must be able to endure long periods using a computer, including extended periods viewing a computer screen and frequent typing
• Due to the safety sensitive responsibilities - must be able to read, write, understand and fluently speak the English language

Physical Requirements:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Must be able to sit for extended periods of time
• Must be able to lift 10 pounds unaided

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this
classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.