Coordinator -Life Flight Ground Transport Promedica 72hrs Biweekly Days

MetroHealth Nurse-Family Partnership; Cleveland (OH); On-site; USD 30,000 - 45,000; Full time

Job summary

Join the MetroHealth System as part of the emergency care team, facilitating patient transport and ensuring high levels of service in critical environments. This role requires excellent communication and organizational skills, along with EMT certification and customer service experience. Ideal candidates are detail-oriented and able to manage multiple priorities in fast-paced situations.

Qualifications

• High School Diploma or equivalent required.
• Experience in customer service essential.
• Current Ohio EMT Certification required within 18 months of hire.

Responsibilities

• Ensure timely patient logistics between facilities.
• Provide concierge services and manage call communications.
• Uphold strong customer service standards under stress.

Skills

Customer Service

Communication

Critical Thinking

Organizational Skills

Interpersonal Skills

Education

High School Diploma

Ohio Emergency Medical Technician Certification

Basic Life Support Certification

Tools

Computer Aided Dispatch (CAD) Software

Job description

Location: METROHEALTH MEDICAL CENTER

Biweekly Hours: 72.00

Shift: 7A-7P

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity, access to fresh food, convenient transportation, legal help, and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County's safety-net health system operates four hospitals, four emergency departments, and more than 20 health centers.

Summary:

As a key member of MetroHealth's premier and recognized Metro Life Flight (MLF)/MetroHealth emergency care team, you will provide logistics and facilitation for routine, non-emergent ground ambulance transportation calls for both MetroHealth and partner organizations. Your responsibilities include managing the safe and timely movement of patients between hospitals and other medical facilities. You will serve as an ambassador of both The MetroHealth System brand and values, as well as those of its partners. Acting as the primary point of contact to internal and external customers, you will provide start-to-finish concierge and call management services, serving as the call owner and single touchpoint through all phases of call processing and completion. Ensuring access to services, engaging in problem resolution, and resource access are key aspects of your role. You must demonstrate the highest level of critical thinking and transportation assessment in a high-stress environment to find the best resolution for the patient. Coordination of communication and follow-through with a multidisciplinary and diverse clientele in a timely, systematic, and professional manner is essential. Upholding the mission, vision, values, and customer service standards of The MetroHealth System and partner organizations is vital to your success.

Qualifications:

Required:

• High school diploma or passage of a high school equivalency exam.
• Current certification as Ohio Emergency Medical Technician or obtain within 18 months of hire.
• Current and valid Ohio Driver's License and obtain and maintain eligibility of insurability as determined by MetroHealth System insurance carrier's requirements to operate MetroHealth vehicles.
• Basic Life Support certification from the American Heart Association (AHA) or obtain within 90 days of hire.
• 1 year of experience in a customer service-related field.
• Ability to quickly and expertly read a map and understand and convey directions.
• Knowledge of Ohio geography and other business locations or obtain/display within 6 months of hire, as supplemented by on-house training.
• Proficient use of flight computer-aided dispatch (CAD) software, mapping software, and Aviation Vendor Operational Control Center software or obtain/display within 6 months of hire, as supplemented by in-house training.
• Strong computer skills, including MS Office and data entry.
• Strong knowledge of medical terminology.
• Detail-oriented with strong organizational, time management, and multi-tasking skills.
• Ability to remain calm in stressful situations and fast-paced environment.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills necessary to provide the highest level of customer service, public relations, and brand ambassadorship with internal and external stakeholders in stressful situations.
• Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds.

Preferred:

• State of Ohio Emergency Medical Technician certification.
• Current certification as an Emergency Medical Dispatcher (EMD).
• 2 years of EMS, 911, or patient-facing experience.
• Dispatch, call center, or air/ground patient transportation experience.
• Knowledge of MetroHealth electronic medical record and billing system.

Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to sit or stand for extended periods. See in the normal visual range with or without correction. Monitor multiple monitors for an extended period. Hear in the normal audio range with or without correction. Finger dexterity to operate office equipment. Ability to communicate in face-to-face, phone, email, and other communication methods. Ability to see computer monitor and departmental documents. Ability to push/pull 70-150 pounds. Ability to lift 10-50 pounds. May be required to wear a telephone headset for an extended period.