Communication Specialist Technician 2 - Flagstaff

Northern Arizona Healthcare; Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in Peterborough is seeking a Communication Specialist Technician to coordinate air and ground transports. Responsibilities include operating communication systems, gathering patient information, and ensuring compliance with safety protocols. Candidates should have a high school diploma, approved flight dispatch certification, and preferably an EMS/Medical background with dispatching experience. No on-call is required.

Qualifications

• High School Diploma or GED required.
• Approved Flight Dispatch Certification required; Heartsaver or RQI/BLS preferred.
• EMS/Medical background and dispatching experience preferred.
• At least 2 years of air medical dispatch experience preferred.

Responsibilities

• Utilize communication modes to support air and ground operations.
• Gather patient information and coordinate with crews.
• Operate communication systems proficiently.
• Mentor junior staff and address competency gaps.
• Maintain safety compliance in the workplace.

Skills

Communication skills

Customer service

Dispatch software proficiency

Navigation techniques

Education

High School Diploma or GED

Approved Flight Dispatch Certification

Tools

Microsoft Office Suite

Flight Vector

Job description

Overview

The Communication Specialist Technician, under the supervision of the Communication Center Supervisor, is responsible for coordinating air and ground transports, performing office/clerical tasks, and handling preliminary billing. Communications are conducted via phone, radio, verbal, text, and written word. The specialist/technician must be able to work independently and project a positive image as a customer service representative at all times.

Responsibilities

Operations

• Utilize all communication modes to support air and ground operations.
• Gather patient information from various sources.
• Coordinate with clinical crews and notify flight crews, including gathering patient equipment needs and managing arrivals at airports and hospitals.
• Maintain awareness of aircraft/unit locations via radio and land-line communication to ensure safety and efficiency, and to handle diversions or overdue units.
• Notify hospitals and ground transport of estimated times of arrival (ETAs).
• Operate current communication systems proficiently.
• Assist in orienting new Communication Specialists/Technicians.
• Apply navigation techniques, terminology, transport tracking, and map skills.
• Lead shift activities, hold team members accountable, liaise with AOC if needed, and promote excellent customer service.
• Participate in bi-monthly meetings with the Communication Center Coordinator.
• Mentor junior staff and identify competency gaps, collaborating with the Education Committee and Coordinator to address them.
• Perform additional duties as required by management or administrative best practices.
• Respond promptly to all responsibilities, including filling shifts or responding to calls to maintain staffing levels.

Documentation

• Use dispatch software for data entry, reporting, and statistics.
• Obtain prior authorizations and prepare long-distance flight quotes.
• Participate in quality assurance audits of Flight Vector documentation.
• Become a super user of Flight Vector.
• Create and update communication center posts regarding processes and policies.
• Assist in reviewing and editing training materials and procedures.

Compliance/Safety

• Report safety incidents promptly via the Midas/RDE tool.
• Attend safety training and ensure a safe work environment.
• Complete mandatory training modules and stay compliant with regulations and policies.
• Maintain valid certifications and licenses as required.

Qualifications

• Education: High School Diploma or GED required.
• Certifications & Licenses: Approved Flight Dispatch Certification required; Heartsaver or RQI/BLS preferred.
• Experience: EMS/Medical background and dispatching experience preferred; at least 2 years of air medical dispatch experience at Guardian Air Transport preferred. Must be in good standing with GAT, NAH, and the Communications Center, with no corrective actions.
• Computer skills including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams).

Note: No on-call required.