Flight Communication Specialist - Patient Logistics

POSITION SUMMARY

To be fully engaged in providing Quality/No Harm, Customer Experience, and Stewardship by:

Properly assisting all facilities with the transfer process, paperwork, and setting up transport to be efficient and timely. Properly dispatch First Flight and be professional and proactive when First Flight is requested by any facility.

Primary Accountabilities:

Engagement:

• Associates support engagement through adherence to (I-CARE) commitments.
• Ability to work with a team.
• Must deal well with a dynamic, changing, and challenging environment.

Quality/No Harm:

• Communicates with administrative staff, floor directors/managers/staff, Cath lab staff, operating room staff, emergency department, physicians, and physician office staff regarding transfers and admissions.
• Request orders to be faxed or put in electronically from the physician for the case manager to review.
• Utilizes clear and effective communication skills in all work relationships, and interpersonal interactions with all health care team members and customers.
• Documents and articulates clear, concise information related to patient data and scheduling transfers. Maintains database accurately.
• Problem solves basic issues related to hardware and software applications efficiently and effectively.
• Takes initiative to complete job responsibilities assisting co-workers and customers in a positive, cooperative team manner.
• Initiates and follows through with performance improvement techniques for bed control, transfer center, and improve customer satisfaction.
• Communicates with the patient logistics team regarding all transfers.
• Obtain correct coordinates and input all required information into AeroMed.
• Obtain OCC number before all flights lift off.
• Page all specialty teams that are required. (Trauma alerts, Stroke alerts, STEMI alerts, cardiac alerts, hypothermia alert, critical care alert, and rapid responses).
• Flight follows aircraft with Outerlink, GSpot, or verbal techniques. Ability to navigate maps using coordinates and landmarks.
• Receive any reports from inbound aircraft and pass along accurate patient information to accepting units/specialty teams.
• Input all information into the required databases in an accurate and timely manner.
• Report any weather turn downs to flight crew and other flight agencies.
• Follow PAIP guidelines in time of in-air accidents/incidents. Coordinates search and rescue efforts as needed.
• Have a working knowledge of air to ground/ground to air radio terminology.
• Ability to maintain composure and adapt to any emergency needs and/or changes that arise.

Customer Experience:

• Demonstrates good decision-making skills with follow-through in planning and implementing.
• Maintains Transfer Center customer satisfaction related to third-party transfer agencies and outside customers.
• Contributes to the patient experience as evidenced by positive customer satisfaction scores, surveys, and HCAHPS scores for department/medical center and or written compliments by patients/others as well as consistent performance.
• Communicate with multiple County EMS dispatchers for emergency flight requests and emergent specialty transports. Receive correct info from requesting agencies and notify flight crew or specialty teams in a timely manner to ensure appropriate patient care.
• Strong communication skills with flight crew and requesting agencies to obtain information such as heading, distance, coordinates, and ground contacts.
• Update and monitor the statewide EMS system.
• 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.
• Excellent communication skills required with the ability to handle difficult situations with extreme professionalism.

Stewardship:

• Communicates with case management for all admissions/transfers to ensure they meet criteria.
• Utilize correct ambulance/air medical transport/non-med transport service requests to maximize reimbursement and avoid charges to MOA.
• Responsible for arranging all patient transports for air ambulance, ground ambulance, or non-medical transport requests.
• Proficient with programs such as AeroMed, Delorme Street Atlas, Genetec Omnicast Live Viewer, HBOC/STAR Clinicals, Internet Explorer, DCR Tracker, Form Imprint, Outerlink, Paging system and adapt to new computer applications as needed.
• Assists with obtaining insurance information/demographics on all direct admit and transfer requests and communicates to registration for insurance certification.
• Contributes to department operations within budget, utilizing cost-effective and resource-efficient methods.
• Screen direct admits for exceptions.
• Assist registration to be able to review for authorization requirements.

Qualifications Required:

• High school diploma required, some college or medical experience preferred.
• Medical Terminology required.
• Computer proficiency required.
• Knowledge of Microsoft applications required.
• Excellent telephone etiquette and knowledge of use of fax machine.
• Excellent organizational and interpersonal skills.
• Excellent communication skills, both verbal and written.
• EMT preferred.
• Previous aviation experience preferred.
• Previous dispatch experience in EMS, fire, police, Air Medical preferred.
• Certified Flight Coordinator Certification (CFC) through National Association of Air Medical Communications Specialists (NAACS) preferred, but must obtain in one year of the hire date if not certified.

Physical Demands:

• Must have visual acuity and hand-eye coordination to perform clinical tasks.
• Must have corrected vision and hearing to normal range.
• Must be able to lift, turn, pull, or push equipment up to 90% of the assigned shift.
• Must be able to lift up to 40 pounds unassisted up to 33% of the assigned shift.
• Must be able to sit, stand, walk, bend, and stoop up to 90% of the assigned shift.

Mental Demands:

• Must have the ability to work in an often-stressful environment with patients, families, customers at various levels of understanding.
• Must have the ability to concentrate on multiple priority activities.
• Must have the ability to respond appropriately to life-threatening situations.
• Must have critical thinking and problem-solving skills.