Communication Specialist I - Ambulance Dispatch (EMT required) - Flex or PRN

CP09 Carilion Clinic Patient Transportation LLC; Roanoke (VA); On-site; USD 28,000 - 39,000; Full time

Job summary

Carilion Clinic in Roanoke, VA is seeking a Communications Specialist I to join the Ambulance Dispatch team within CCPT. The role requires EMT certification and involves receiving and prioritizing calls, dispatching units within minutes, and coordinating ground transport across the region.

You will schedule trips, monitor status, protect patient information, and collaborate with Transfer Center staff and EMS partners.

Qualifications

• High school diploma or equivalent required.
• Virginia EMT certification (EMT-B, EMT-I, or Paramedic) required.
• Proficient with keyboarding and Windows software; able to multitask.
• Excellent customer service and communication skills.

Responsibilities

• Receive and screen calls; identify emergency level and prioritize dispatch.
• Schedule trips and dispatch ground ambulances; monitor unit status.
• Maintain patient privacy and accurate data entry in dispatch systems.
• Collaborate with Transfer Center staff and EMS partners to coordinate care.
• Provide timely arrival updates to requestors when delays occur.

Skills

EMT Certification

Typing

Multitasking

Customer Service

Education

High school diploma or equivalent

Tools

Windows

Dispatch software

Job description

Employment Status: Variable / Flex Shift: Variable Hours (United States of America) Facility: 2301 Brambleton Ave SW - Roanoke Requisition Number: R161920 Communication Specialist I - Ambulance Dispatch (EMT required) - Flex or PRN (Open)

How You’ll Help Transform Healthcare

The Communication Specialist I works in the call center for Carilion Clinic Patient Transport (CCPT) department. The Communications Specialist is a central link in the safe transfer and transport of patients throughout the region and is one of the first points of contact for patients, prospective patients, discharge planners, insurance companies/brokers, physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic. #EMSHeroes Successful candidate must be certified as an EMT-Basic, EMT-Advance, EMT-Intermediate or Paramedic in the State of Virginia. The CCPT Communication Specialist I Maintains proficiency in all CCPT Communications Center Coordinator responsibilities and serves as a resource for the Coordinator's when needed. Primarily used for staffing the ground ambulance dispatch pods in the Communication Center. Develops and matures professional relationships with the Transfer Center staff to facilitate synergies and communication between departments. Receives and screens calls in an efficient manner to minimize delays. Identifies and prioritizes emergency calls, routinely dispatching units in less than two minutes from the time of the initial call. Escalates flight requests to the appropriate pod for immediate assistance. 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. Anticipates projected patient needs during transport based on clinical condition and history and projected out of hospital time, actively uses this information in the decision-making process as an advocate for quality and patient safety. Schedules trips and dispatches ground ambulances, using all available tools to identify the closest, most appropriate resource, time-stamps units, monitors ambulance response times, and intervenes with clinical teams to address concerns or delays. Provides updates on arrival time to the requestor when the unit will be more than 10 minutes early or late for a scheduled pick-up. Demonstrates sustained proficiency in multi-tasking and prioritizing work. Operates specialized computer software and computer systems in a timely and accurate manner. Minimizes delays by direct data entry into the system while the caller is on the line. Reviews electronic medical records for demographic information, clinical information, or prior transport information to ensure an appropriate match of resources to patient need. Actively works to ensure the protection of private health information during the process. Cancels and reschedules appointments in the dispatch software program, using attention to detail to ensure the right patient and the right cancellation reason. Works closely with the lead pod to assist other team members as directed. Works closely with the lead pod to assist other team members as directed. As a team member, demonstrate respect, dignity, kindness, and empathy in every encounter with patients, peers, leadership, and external parties.

What We Require

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: Virginia Office of Emergency Medical Services certification required as an Emergency Medical Technician- Basic (EMT-B). American Heart Association Basic Life Support - Health Care Provider (AHA BLS -HCP) required within 3 months of hire.

Other Minimum Qualifications: 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.

To learn more about our Communication and Transfer Center, read this article: CCPT Communication and Transfer Center This job description is intended to be a representative summary of the major responsibilities and accountabilities performed by incumbents in this role. Incumbents may be required to perform job-related tasks other than those specifically presented in this description.

Compensation Range

Compensation Range: $20.10 - $28.14 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan.

Carilion Clinic is an Equal Opportunity Employer

We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status.

Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday. For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Benefits, Pay and Well-being at Carilion Clinic Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away. When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself.

Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Personify Health
• Discounts on childcare
• Continued education and training

In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others.

Join 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, fully dedicated, 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, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.