Emergency Communications Operator Specialist

St. Luke's

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Emergency Communications Operator Specialist is responsible for all job duties of EMS Transport Dispatcher as well as reviewing non-emergency ambulance transportation requests for accuracy, proper mode of transport and complete/accurate medical necessity forms. This person is also responsible for verifying and acquiring insurance pre-authorization as well as identifying and processing Advanced Beneficiary Notice of Non-Coverage (ABN).

Job Duties and Responsibilities:

• Provide telecommunications grounded in excellent customer service, providing service to both external and internal customers.
• Review requests for non-Emergency transport and schedule with appropriate transport resource.
• Collaborate with network staff in order to determine appropriate resource based on transport needs.
• Coordinate with external transport resources to facilitate non-Emergency transport requests.
• Determine levels of service, amount of equipment, vehicles, materials, or personnel required to satisfy the request for service in a safe and efficient manner.
• Schedule and dispatch SLETS transport crews, equipment, or services to appropriate locations according to customer requests, specifications, or needs.
• Provides direction to SLETS staff members during the course of the day to ensure all emergency and non-emergency calls are handled in a timely manner.
• Monitor personnel and/or equipment locations and system utilization in order to coordinate service and schedules.
• Prepare daily work and run schedules.
• Answer telephone's and assist with various requests.
• Monitor and utilize radio communication equipment.
• Monitor multiple computer screens & applications for updates/changes.
• Maintain and understand jurisdictional boundaries, as well as thoroughfares, landmarks, public buildings and waterways within the response jurisdiction and facilities that are normally serviced or destination locations.
• Maintain knowledge of rules, regulations, and procedures, including safety procedures for the purpose of assigning the appropriate response level to the service request. (Policies and procedures may refer to department policies and procedures related to emergency communications and disaster and special response plans.)
• Monitor traffic and weather conditions for major road closures, accidents, congestion, weather conditions, and other hazards and advise duty personnel and supervisory staff.
• Monitor SLUHN ED capacities and Divert statuses. Update status on state website.
• Monitor SLUHN Security radios and facilitate requested needs. Perform monthly tests of Security radio system.
• Receive requests for Mass Notification systems and send alerts in a timely fashion for emergency situations.
• Review Medical Necessity forms for completion/accuracy and coordinate with hospital staff for necessary corrections.
• Verify and identify patient insurance.
• Determine authorization requirements and seeks authorization from insurance companies for non-emergency transports as needed.
• Identify and process Advanced Beneficiary Notice of Non-Coverage (ABN).
• Acquire and process advance payments for services.
• Coordinate complex transport requests. Ex. Fixed Wing and International Transports.
• Process records requests for EMS & Billing documentation.
• Organizes time for workload for ambulance crews.
• Coordinate with Patient Access, Ambulance Billing, and Case Management/Nursing teams.
• Other related duties as assigned.

Physical and Sensory Requirements:

Sitting 8 hours per day; 3 hours at a time. Stand up to 1 hour per day; 30 minutes at a time. Walk up to 2 hours per day; 20 minutes at a time. Continuously fingering and handling for data entry, typing,…