Communication Specialist I - Ambulance Dispatch (EMT required) - Flex or PRN

Facility: 2301 Brambleton Ave SW - Roanoke

About the role

The Communication Specialist I works in the call center for Carilion Clinic Patient Transport (CCPT) department. The Communications Specialist is a central link in the safe transfer and transport of patients throughout the region and is one of the first points of contact for patients, prospective patients, discharge planners, insurance companies/brokers, physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic.

Successful candidate must be certified as an EMT-Basic, EMT-Advanced, EMT-Intermediate or Paramedic in the State of Virginia.

Responsibilities

• Maintains proficiency in all CCPT Communications Center Coordinator responsibilities and serves as a resource for the Coordinators when needed.
• Primarily staffs the ground ambulance dispatch pods in the Communication Center.
• Develops and matures professional relationships with the Transfer Center staff to facilitate synergies and communication between departments.
• Receives and screens calls in an efficient manner to minimize delays.
• Identifies and prioritizes emergency calls, routinely dispatching units in less than two minutes from the time of the initial call.
• Escalates flight requests to the appropriate pod for immediate assistance.
• Appropriately determines the level of care required and the mode of transport needed based on CCPT scope of practice for basic life support, advanced life support, and critical care.
• Anticipates projected patient needs during transport based on clinical condition and history and projected out-of-hospital time, actively uses this information in the decision-making process as an advocate for quality and patient safety.
• Schedules trips and dispatches ground ambulances, using all available tools to identify the closest, most appropriate resource, time-stamps units, monitors ambulance response times, and intervenes with clinical teams to address concerns or delays.
• Provides updates on arrival time to the requestor when the unit will be more than 10 minutes early or late for a scheduled pick-up.
• Demonstrates sustained proficiency in multi-tasking and prioritizing work.
• Operates specialized computer software and computer systems in a timely and accurate manner.
• Minimizes delays by direct data entry into the system while the caller is on the line.
• Reviews electronic medical records for demographic information, clinical information, or prior transport information to ensure an appropriate match of resources to patient need.
• Actively works to ensure the protection of private health information during the process.
• Cancels and reschedules appointments in the dispatch software program, using attention to detail to ensure the right patient and the right cancellation reason.
• Works closely with the lead pod to assist other team members as directed.
• As a team member, demonstrates respect, dignity, kindness, and empathy in every encounter with patients, peers, leadership, and external parties.

Requirements

• High school diploma or equivalent required.
• Prior experience in a call center, 911 dispatch center, or as an Emergency Medical Services provider required.
• Virginia Office of Emergency Medical Services certification required as an Emergency Medical Technician-Basic (EMT-B).
• American Heart Association Basic Life Support - Health Care Provider (AHA BLS-HCP) required within 3 months of hire.
• Proficient with keyboarding/typing and use of software applications, including Windows.
• Demonstrated sustained proficiency in multi-tasking and effective communication skills focused on customer service.

Pay

Compensation Range: $20.10 - $28.14 per hour. Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience.

Benefits

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to Carilion Wellness centers
• Access to health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training