Communications Specialist

Overview

Life Flight Network is one of the most prominent not-for-profit air ambulance organizations. As the industry’s trailblazers, we raise the bar for safety, excellence, social justice, and innovation in the skies and on the ground. Being a member of our team means a career defined by distinction, pride, compassion, and unwavering service. We are a group of dedicated professionals who thrive in a high-octane, collaborative environment and work to make a difference in the communities we serve.

Here, you’ll find the best and brightest talents who are dedicated and experienced in their field. Are you ready to unleash your potential and make a real impact in your community? Life Flight Network is the place where your aspirations will take flight.

The Communication Specialist is responsible for receiving, coordinating, and following through to conclusion all requests for assistance involving Life Flight Network (LFN) by using established protocols and procedures, always keeping in mind exemplary customer service. The Communication Specialist communicates succinctly and professionally with sending and receiving facilities and their transfer centers (if applicable), LFN medical staff, 911 centers, and other members of the EMS community.

Qualifications

• Strong customer service skills
• High School Diploma or equivalent
• Two years experience in police, fire, or medical emergency dispatch preferred
• Previous air medical dispatch experience strongly preferred
• Medical Terminology knowledge
• Two way radio proficiency
• Skilled in multi-line phone systems
• Ability to respond quickly and prioritize duties in a rapidly changing environment while maintaining a professional demeanor
• Excellent written and verbal interpersonal communication skills primarily via e-mail and phone
• Basic map reading skills
• Intermediate knowledge of MS Office and general computer skills
• Emergency Medical Technician a plus
• IAMTCS certificate required within 1 year from date of hire

General Accountabilities And Essential Functions

MISSION AND VALUES: LFN mission, values, and strategic goals are clearly understood and demonstrated.

• Participates in planning which reinforces values, mission, and goals
• Participates willingly in department activities and supports values, mission, and goals
• Consistently exhibits conduct, performance, and productivity to maintain the credibility and confidence of others in the LFN
• Recognizes the importance of the communication center as the first contact LFN’s customers have with our organization

RECEIVING AND COORDINATION:
Receives, evaluates, prioritizes, and coordinates emergency and routine service requests.

• Answers multiple telephone lines within three rings with employee and department identification
• In instances of excessive, multiple activity, calls are initially screened for priority, always with a focus on customer service
• Accurately gathers and relays necessary information from callers for standbys and activation of the LFN helicopters, ground ambulances, and fixed wing services, including notifying the appropriate aircraft and/or ground ambulance of the request for service during initial phone call with customer
• 100% of the time gives customer an accurate ETA for our services during the first phone call and within 60 seconds of initial receipt of call
• Accurately takes into account call locations, circumstances and personnel activity for assignment of the most appropriate unit
• Maintains a calm, courteous, and professional demeanor at all times
• Be able to take a flight request and dispatch independently within 30 days of hire
• Expected to remain at console while any transport is in progress or any team is on standby. A flight in progress is defined as beginning with the initial call for service and concluding at the time the aircraft has returned to its base and a flight debrief has been completed
• Required to remain on duty until relief is briefed and ready to begin shift

DOCUMENTATION / RECORD-KEEPING:
Records events and information.

• As events occur, accurately, completely, uniformly, and legibly records all aspects of service requests within the electronic dispatch software and/or on the appropriate forms
• Knows what information is…