Air Communication Specialist - Full Time

Norfolk, VA – Rotating shift

About the role

Sentara Norfolk General Hospital is hiring an Air Communications Specialist for the Nightingale Regional Air Ambulance. The Air Communications Specialist (ACS) serves as the communications and coordination hub for Nightingale Regional Air Ambulance. This position is responsible for receiving and coordinating requests for transport, activating the flight crew, monitoring aircraft status, facilitating communication between referring and receiving facilities, and ensuring safe, efficient, and timely mission coordination. The ACS supports flight operations by maintaining situational awareness, documenting mission activities, and providing exceptional customer service to internal and external stakeholders.

Responsibilities

• Receive and coordinate flight requests for Nightingale.
• Obtain accurate patient, clinical, and logistical information to facilitate transport decisions.
• Dispatch the flight crew following established protocols and activation procedures.
• Maintain continuous communication with the flight crew throughout all phases of the transport.
• Coordinate with EMS agencies, referring hospitals, receiving facilities, emergency departments, ICUs, dispatch centers, and public safety agencies.
• Relay transport updates to appropriate stakeholders while maintaining confidentiality.
• Monitor aircraft location, weather conditions, and operational status using approved flight-following systems.
• Maintain situational awareness throughout each flight and initiate emergency procedures when communication or flight status deviations occur.
• Assist with flight planning by coordinating landing zone information and facility access.
• Notify appropriate personnel of flight delays, cancellations, diversions, or operational concerns.
• Accurately document flight requests, dispatch activities, communications, and flight outcomes in the appropriate electronic systems/applications.
• Assist with quality improvement initiatives through accurate data collection.
• Provide professional, courteous, and compassionate communication during high-stress situations.
• Serve as the primary point of contact for customers requesting Nightingale transport services.
• Promote positive relationships with EMS agencies, hospitals, physicians, and community partners.
• Follow all FAA, state EMS, hospital, and program policies and procedures.
• Participate in emergency communication drills and disaster response activities.
• Maintain confidentiality in accordance with HIPAA regulations.
• Identify and report operational or safety concerns through established reporting systems.
• Participate in continuous quality improvement and safety initiatives.

Requirements

• High school diploma or GED required.
• Minimum of two years of experience in emergency communications, EMS dispatch, public safety dispatch, healthcare communications, air medical communications, or a related field is preferred.
• Emergency Medical Dispatcher (EMD) certification preferred.

Skills

• Strong multitasking and organizational skills.
• Excellent verbal and written communication.
• Ability to remain calm and make sound decisions during emergencies.
• Strong critical thinking and problem-solving abilities.
• Knowledge of medical terminology is preferred.
• Familiarity with aviation terminology and flight-following procedures is preferred.
• Proficiency with computer systems, electronic documentation, and multiple communication platforms.
• Ability to work independently while collaborating effectively with multidisciplinary teams.

Physical Requirements

• Ability to work for extended periods while operating multiple computer monitors and communication equipment.
• Ability to hear and communicate clearly via telephone and radio systems.
• Ability to work rotating shifts, including nights, weekends, holidays, and on-call assignments as required.

Work Environment

The Air Communications Specialist works in the Nightingale Communications Center supporting a 24-hour air medical operation. The environment requires frequent multitasking, rapid decision-making, and effective management of multiple simultaneous communications while maintaining accuracy and professionalism under pressure.

Benefits

• Medical, Dental, Vision plans
• Adoption, Fertility and Surrogacy Reimbursement up to $10,000
• Paid Time Off and Sick Leave
• Paid Parental & Family Caregiver Leave
• Emergency Backup Care
• Long-Term, Short-Term Disability, and Critical Illness plans
• Life Insurance
• 401k/403B with Employer Match
• Tuition Assistance – $5,250/year and discounted educational opportunities through Guild Education
• Student Debt Pay Down – $10,000 Reimbursement for certifications and free access to complete CEUs and professional development
• Pet Insurance
• Legal Resources Plan
• Colleagues may have the opportunity to earn an annual discretionary bonus if established system and employee eligibility criteria is met

Schedule

Full-time rotating shift