Critical Care and Flight Dispatcher | Mercy Health

Thank you for considering a career at Mercy Health! Scheduled Weekly Hours: 36 Work Shift: Days/Afternoons (United States of America) Primary Function/General Purpose of Position Working under the direction of the Mercy Health Life Flight Network (MHLFN), Director of Flight Operations, or delegate, the Critical Care Flight Dispatcher is responsible for receiving requests for ground and/or air critical services via telephone and radio, determining appropriate response, entering information in the Computer-Aided Dispatch System, selecting and dispatching the appropriate unit(s) to the nature of the emergency. Essential Job Functions Receives all incoming telephone inquiries for critical care assistance regarding patient transport in a timely, professional and courteous manner. Maintains professional radio and phone communication utilizing excellent customer service skills when interacting with administration, transport teams, requesting agencies, hospital staff, physicians, and public safety personnel. Triages all requests for transport and accurately enters all required information into the Computer-Aided Dispatch System. Maintains all required records and other documentation associated with patient transport and/or the operation of the Communication Center. Ensures all billing paperwork is completed accurately. Maintains updated knowledge of all communications equipment to operate and request service calls when appropriate and ensure intelligent reporting of equipment failures. Activates transport teams and accurately relays information concerning the location and condition of the patient, when possible. Initiates appropriate protocols regarding notification and determination of patient destination. Maintains knowledge of the Mercy Health – Life Flight Network Emergency Response Plan. Participates in quality management, emergency-procedure testing, and annual Emergency Response Plan drills. Demonstrates a working knowledge of all policies, procedures and protocols for operation of Mercy Health – Life Flight Network program and regulated transport activities. Has a functional understanding of state and local EMS regulations, local EMS structure, and protocol and procedures in service area. Demonstrates critical thinking abilities when triaging patient transports and making decisions. Makes decisions in an independent and high stress environment. Has comprehensive understanding of operational control requirements, as necessary in staffing an operational control center (Reference 14CFR135.77) This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. Licensing/Certification Incident Command Service (ICS) Certifications: 100, 200 and 700 (required) Basic Life Support (BLS) (required) Emergency Medical Dispatcher (EMD) (preferred, but required within 6 months of employment) International Association of Medical Transport Communication Specialist (IAMTCS) Certified Flight Communicator (preferred, but required within 12 months of employment) Ohio Paramedic (preferred) Education High School Diploma/GED (required) Associates Degree or higher (preferred) Work Experience 1 year of experience in Emergency Medical Systems or healthcare/public safety related field (required) 9 months experience as System Status controller Transport Medicine (required) 1 year of previous experience with Federal Aviation Regulations (FAR) 121 or 135, or helicopter air ambulance dispatching, or previous EMS/Public Safety dispatching experience (preferred) Training Operations Control Specialist Training (preferred, but required within 6 months of employment) Aircraft Dispatcher Certification Course (14CFR Part 65) (preferred, but required within 18 months of employment) Language None Patient Population Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit. Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures. Neonates (0-4 weeks) Infant (1-12 months) Pediatrics (1-12 years) Adolescents (13-17 years) Adults (18-64 years) Geriatrics (65 years and older) Working Conditions Periods of high stress and fluctuating workloads may occur. Long-distance or air travel as needed- not to exceed 10% travel. General office environment. May have periods of constant interruptions. Required to car travel to off-site locations, occasionally in adverse weather conditions. Prolonged periods of working alone. Physical Requirements Physical Demands Frequency 0% 1-33% 34-66% 67-100% Lifting/ Carrying (0-50 lbs.) X Lifting/ Carrying (50-100 lbs.) X Push/ Pull (0-50 lbs.) X Push/ Pull (50-100 lbs.) X Stoop, Kneel X Crawling X Climbing X Balance X Bending X Work Position Frequency 0% 1-33% 34-66% 67-100% Sitting X Walking X Standing X Additional Physical Requirements/Hazards Physical Requirements Manual dexterity (eye/hand coordination) Perform shift work Hear alarms/telephone/audio recordings Reach above shoulder Repetitive arm/hand movements Finger Dexterity Color Vision Acuity – far Acuity – near Hazards Depth perception Exposure to potential electrical shock Exposure to high pitched noises Skills Type accurately 25-30 words per minute Analyzing data or information Understand medical terminology Transport scheduling Business writing skills Computer Skills Ability to understand and interpret laws and regulations. Basic Mathematical Skills Public relations skills Phone / email etiquette Language Skills Soft/Interpersonal Skills: Attention to detail Critical thinking Teamwork Active listening Safety focused Emotional intelligence Conflict management Adaptability Collaboration Time management Learner Attitude Mercy Health is an equal opportunity employer. Many of our opportunities reward* your hard work with: Comprehensive, affordable medical, dental and vision plans Prescription drug coverage Flexible spending accounts Life insurance w/AD&D Employer contributions to retirement savings plan when eligible Paid time off Educational Assistance And much more *Benefits offerings vary according to employment status. Department: Critical Care Dispatch - Life Flight Network It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com. Mercy Health is part of Bon Secours Mercy Health, one of the top 20 health systems in the United States and part of the top performing quartile of Catholic health systems for lowest cost per case for patient care. Mercy Health is the largest health system in Ohio and among the top five employers in the state, with more than 33,500 employees serving communities throughout Ohio and in Kentucky. Mercy Health provided care for patients more than 6.8 million times in 2017. The system includes assets of $6.8 billion and nearly 500 care facilities including 23 hospitals and 26 post-acute care facilities including senior living communities, hospice programs and home health agencies. Its clinically integrated network of more than 2,700 health care providers coordinates more effective and efficient care for more than 350,000 patients, saving money for taxpayers through the Medicare Shared Savings Program. As part of Bon Secours Mercy Health, the ministry provides nearly $2 million per day in community benefit. For more information, visit www.mercy.com.

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