Flight Communication Specialist - Patient Logistics

Position Summary

The Flight Communications Specialist supports all Health First facilities with the transfer process, paperwork, and setting up patient transport in order for transport services to be efficient and timely. The Flight Communications Specialist dispatches Health First Flight in a professional and proactive manner when Health First First Flight is requested by any facility.

Primary Accountabilities

• Arranges all patient transport requests for air ambulance, ground ambulance, or nonmedical transport, and utilizes the correct service to maximize reimbursement and avoid unnecessary charges.
• Gathers and enters all necessary information into the CAD dispatch system before flight departures, and ensures aircraft tracking through electronic or verbal communication methods.
• Receives reports from inbound aircraft, relays accurate patient information to accepting units and specialty teams, and inputs data into required databases in a timely and precise manner; reports weather-related flight turn downs to flight crews and agencies, follows PAIP guidelines during in-air incidents, and coordinates search and rescue efforts as necessary.
• Communicates with administrative Associates, leadership, clinical departments (e.g., cath lab, operating room, emergency department), licensed practitioners, and office staff regarding patient transfers and admissions; coordinates the collection and submission of orders via fax or electronic systems from practitioners for case manager review, ensuring seamless patient movement across facilities.
• Documents clear and concise patient data related to scheduling and transfers; maintains the database with accuracy and keeps the patient logistics team informed about all transfer activities to facilitate efficient operations.
• Assists with obtaining insurance information and demographics for direct admit and transfer requests, communicating with registration for insurance certification and authorization requirements, and screens direct admits for exceptions to ensure compliance.
• Pages all required specialty teams for alerts including trauma, stroke, STEMI, cardiac, hypothermia, critical care, and rapid response, facilitating timely medical interventions.
• Maintains Transfer Center customer satisfaction by working with third-party agencies and external customers, contributing to positive patient experiences and satisfaction scores, including surveys, and organizational set goal targets.
• Communicates with County Emergency Medical Services (EMS) dispatchers for emergency flight requests and specialty transports, receives pertinent information from agencies, and promptly notifies flight crews or specialty teams to ensure timely and appropriate patient care.
• Resolves basic hardware and software issues, enabling smooth technology use and minimizing disruptions in the transfer and communication process.

Minimum Qualifications

Education: High School Diploma or equivalent.

Work Experience: None

Licensure: None

Certification: Commlink Certified Flight Coordinator (CCFC) certification from the CommLink Network within one (1) year of start date and maintained.

Skills and Abilities

• Proficient in MS Office – Teams, Outlook, Word, Excel.
• Ability to proficiently use computer applications and systems.
• Proficiency in understanding Medical Terminology.
• Excellent telephone etiquette and knowledge of use of fax machine.
• Excellent organizational and interpersonal skills.
• Excellent communication skills, both verbal and written.
• Must have the ability to work in often-stressful environment with patients, families, customers at various levels of understanding.
• Must have ability to concentrate on multiple priority activities.
• Must have ability to respond appropriately to life threatening situations.
• Must have critical thinking and problem solving skills.
• Ability to work with a team.
• Must be able to work in a fast paced, stressful and demanding environment that requires the ability to multi task.
• Ability to sit at a computer for long periods of time.
• Must have the ability to provide attention to detail.
• Must deal well with a dynamic, changing and challenging environment, and maintain composure and adapt to any emergency needs and/or changes that arise.
• Utilizes clear and effective communication skills in all work relationships, and interpersonal interactions with all health care team members and customers.
• Demonstrates good decision making skills with follow through in planning and implementing.
• Ability to navigate maps using coordinates and landmarks.
• Working knowledge of air to ground/ground to air radio terminology.
• Strong communication skills with flight crew and requesting agencies to obtain information such as heading, distance, coordinates and ground contacts.

Preferred Qualifications

Work Experience: Previous experience in aviation, EMS, Fire, Police, or Air Medical field.

Licensure: Emergency Medical Technician (EMT) licensure in the State of Florida.

Certification: Certified Flight Coordinator (CFC) certification from the International Association of Medical Transport Communication Specialist (IAMTCS).

Physical Requirements

• Majority of time involves sitting or standing; occasional walking, bending, and stooping.
• Long periods of computer time or at workstation.
• Light work that may include lifting or moving objects up to 20 pounds with or without assistance.
• May be exposed to inside environments with varied temperatures, air quality, lighting and/or low to moderate noise.
• Communicating with others to exchange information.
• Visual acuity and hand-eye coordination to perform tasks.
• Workspace may vary from open to confined.
• May require travel to various facilities within and beyond county perimeter; may require use of personal vehicle.