The Communication Specialist II is one of the first points of contact for physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic. Working in a call center environment as part of an extended team under the direction of the lead pod, the Communications Specialist II is a central link in the safe transfer and transport of patients throughout the region. This position is primary responsible for emergency flight operations for Carilion Clinic Life-Guard. This includes call intake for scene responses and inter-facility flights, dispatching the flight team, flight following, and coordinating helicopter operations with landing zone coordinators, security/police officers, at sending and receiving facilities. When not actively working through flight requests, the Communication Specialist is responsible for taking emergency and non-emergency ground ambulance transport requests. The Communications Specialist II is responsible for activating and managing the emergency response plan and real-time problem solving to ensure a consistent delivery of service excellence and service recovery efforts when needed.

Performs specific job responsibilities:

• Uses service excellence principles in all communication to deliver an easy, empathetic, and solution-oriented experience for all callers.
• Keeps up to date with ground operations, procedures, and protocols.
• Primarily used for staffing the flight dispatch pod in the Communication Center.
• Receives and screens calls in an efficient manner to minimize delays.
• 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.
• Follows aviation vendor and Carilion Clinic procedures for helicopter dispatch and flight following operations, including non-Carilion aircraft.
• Demonstrates sustained proficiency in multi-tasking, prioritizing workload, and problem solving skills.
• Reviews electronic medical records for demographic information, clinical information, or prior transport information to ensure an appropriate match of resources to patient need.
• Activates the post-accident incident plan, works through the scenario in an organized, efficient, and timely manner in collaboration with the manager on call and/or transport coordinator.
• Works collaboratively with CCPT leadership and the sending physician when a critical care patient cannot be transported by air to explore the safest and most appropriate mode of transport.
• Responsible for entering outside agency flight following information, maintenance, and PR flight information into the dispatch system for tracking.
• Works closely with the lead pod to assist other team members as directed.

Education: High school diploma or equivalent required.

Experience: Prior experience in a call center, 911 dispatch center, or as an Emergency Medical Services provider required.

Licensure, certification, and/or registration:
American Heart Association Basic Life Support - Health Care Provider (AHA BLS -HCP) required within 3 months of hire.

Virginia Office of Emergency Medical Services certification required as an Emergency Medical Technician- Basic (EMT-B) or Advanced Emergency Medical Technician (AEMT) required. Emergency Medical Technician- Intermediate (EMT-I) or Emergency Technician- Paramedic (EMT-P) preferred.

Emergency Medical Dispatch certification preferred.

Certified Flight Communicator Course (sponsored by the International Association of Medical Transport Communication Specialists) are required within 2 years of hire.

Other Minimum Qualifications: Job requires long periods of sitting and use of a headset for frequent telephone interactions. Must be proficient with keyboarding/typing and use of software applications, including Windows. Must demonstrate sustained proficiency in multi-tasking and effective communication skills focused on customer service. Must successfully complete orientation and competency validation specific for this position.

Completes a minimum of one ride-along shift per quarter with any CCPT ground division. This may be waived if the employee is in a dual status role with CCPT ground.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.