Emergency Communications Operator Specialist

St. Luke’s University Health Network; Allentown (Lehigh County); On-site; USD 38,000 - 52,000; Full time

Job summary

St. Luke's University Health Network is seeking an Emergency Communications Operator Specialist to support EMS transport dispatch and review non-emergency requests for medical necessity, transport mode and ABN accuracy.

You will verify insurance pre-authorization and coordinate with hospital staff. This role requires strong customer service, multitasking across radio and phone, attention to detail, and ability to operate under state and hospital policies in a fast-paced environment.

Qualifications

• Evidence-based review of non-emergency transport requests.
• Ability to verify insurance pre-authorization requirements.
• Knowledge of ABN processing and ambulance documentation.

Responsibilities

• Provide telecommunications with excellent customer service for external and internal customers.
• Review non-emergency transport requests and schedule with appropriate resources.
• Coordinate with external transport resources and hospital staff for necessary authorizations and documentation.
• Monitor transport operations, dispatch crews, and maintain situational awareness across systems.

Skills

EMS Dispatch

Customer service

Radio communications

Data entry

Computer operations

Education

High School diploma or equivalent

Tools

Computer systems

Job description

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.Organizaes time for worklad 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, etc. and occasional twisting and turning. Occasionally lift up to 20 lbs. Occasionally carry up to 15 lbs. Frequently stoops, bends, or reaches above shoulder level to retrieve files. Must be able to perceive attributes of an object through touch. Must be able to hear as it relates to normal conversation. Must be able to see as it relates to general, near, far, color, peripheral vision and vision monotony.EDUCATION:High School diploma or equivalent required.TRAINING AND EXPERIENCE:Emergency Medical Technician Certification (Preferred). NAAC Certified Ambulance Coder Certification (Preferred). NAAC Certified Ambulance Documentation Specialist (Required within 6 months). Successfully completed NIMS 100, 200, 700 and 800 training. Obtain future additional card courses, certifications or other training requirements as dictated by the positional requirements. Maintain certifications and requirements and continuing educational requirements as designated. Experience in computer operations. Previous experience in health care/ambulance billing; radio communication skills; office skills including typing, filing, bookkeeping. Excellent organizational skills; pleasant telephone manner. Ability to perform job with a minimum of direct supervision.Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!St. Luke's University Health Network is an Equal Opportunity Employer.