Emergency Communications Specialist - Full Time

Mercyhealth Wisconsin and Illinois; Rockford (IL); On-site; USD 27,000 - 40,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life & Disability Insurance

FSA/HSA Options

Generous Paid time off

Parental and caregiver leave

Tuition and certification reimburse

Job summary

Mercyhealth is seeking an Emergency Communications Specialist to coordinate dispatch for Mercyhealth and community agencies. This full-time night-shift role involves handling REACT, NICU, ER, and fire/EMS requests, while monitoring multiple radio channels and phone lines.

You will maintain ECC operations, follow priority procedures, and liaise with hospitals, EMS, and police to ensure timely dispatch and support. Required EMS dispatch background and ongoing training will be provided.

Qualifications

• High School diploma or equivalent.
• Minimum 1 year post high school coursework in medical terminology and/or related field.

Responsibilities

• Takes scheduled and emergency requests for REACT, NICU, ER, Labor and Delivery, Security, ECC, Pecatonica and Win-Bur-Sew Fire Departments, Metro Medical Services, Inc. and Rockford; prioritizes calls and dispatches to proper response configuration.
• Monitors 8 radio channels, 2 intercoms, 6 remote repeater sites, 20 phone lines, and weather radio; selects required frequencies and maintains regulatory compliance.
• Answers phone lines courteously; uses phone system, transfers calls, pages, three-way calls and patches to radio; differentiates emergency vs. non-emergency lines.
• Uses weather data and medical plans to support REACT pilots; maintains knowledge of aircraft incident/accident plans and emergency procedures.
• Maintains ECC operations, follows hospital policies, and coordinates with internal/external contacts during emergencies.
• Activates trauma team for incoming emergencies; plots location data for helicopters and assigns medical channels when needed.
• Maintains Emergency Medical Dispatch certification and trains new staff on radio procedures.
• Communicates with external contacts (hospitals, EMS, police) to coordinate transports and related duties.

Education

High School diploma or equivalent

Minimum 1 year post high school coursework in medical terminology and/or related field

Job description

OVERVIEW

The Emergency Communications Specialist supports dispatch coordination for both Mercyhealth and community agencies.

Schedule : 40 hours/week

Shift : Nights

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Takes scheduled and emergency requests for REACT, NICU, ER, Labor and Delivery, Security, ECC, Pecatonica and Win-Bur-Sew Fire Departments, Metro Medical Services, Inc. and Rockford. Prioritizes all calls and dispatches to appropriate agency in proper response configuration. Obtains required key question information and gives pre-arrival instructions in accordance with Medical Priority protocols.
• Participates in simultaneously monitoring 8 radio channels, 2 intercoms, 6 remote repeater sites, answering 20 phone lines, and monitoring the weather radio and scanner. Selects and adjusts required frequencies for transmissions. Monitors all radio frequencies and answers all radio calls in a timely and professional manner in accordance with FCC rules and regulations.
• Answers phone line courteously and professionally. Proficiently utilizes the phone system including intercom box, transfers calls, pages, sets up 3 party calls, and phone patches to the radio, uses TDD, etc. Understands which lines are emergency vs. non-emergency and prioritizes most emergent calls. Understands second function capability. Maintains the fax machine.
• Utilizes Weathermation to access needed weather for REACT pilot. Accesses weather information efficiently and reads the basics of the weather report to the pilot when needed in emergencies. Maintains knowledge of the REACT aircraft incident/accident plan in the event of a downed aircraft.
• Recognizes UPS failure and notifies proper personnel. Knows how to reset unit. Recognizes computer failure and contacts appropriate personnel for repairs, ensuring ECC is operational 24 hours a day. Familiar with policies and procedures for all ECC dispatch affiliates. Follows hospital and ECC policy and regulations.
• Knows policy for shutting doors during emergency lock down. Monitors Mutual Aid Box Alarm System (MABAS) sending the correct units to the fire scene. Demonstrates proficiency and ability use and back-up computer CAD and Aeromed Software.
• Activate trauma team for any incoming emergencies. Plots Loran or GPS for Helicopter and crew. Monitor NIFERN radio frequency and demonstrates proficiency and ability in using the MABAS cards during major fire incidents. On Virgo radio assigns the proper medical channel to units in the field in need of Medical Control assistance.
• Maintains Emergency Medical Dispatch certification for the ECC. Instructs new employees in the operation, policy, procedures of the dept. as directed by supv. Instructs nursing staff in use of medical (Virgo) radios and trains them in proper radio technique.
• Maintains frequent contact with external contacts. (For example: Winn. 911 center, Social Service workers form the other hospitals to set up ambulance/wheel chair transports, ER doctors and nurses in outlying towns requesting REACT. and Com Ed, NI Gas, State Police, Sheriff’s dept. Phone Company, etc.)
• Familiar with all hospital policies/procedures, communications SOP, REACT operations, disaster plans, post-accident plans, infection control plans, trauma, cardiac and internal transport procedures as well as the day to day hospital policies and procedures, as required.
• Confers timely and appropriately with internal contacts. (For example: Confers every 12 hours with REACT to receive Flight and Ground crew member’s information. Confers with ER charge nurse, medical control with receipt of ambulance inbound report. Does pager test with trauma team nightly. If REACT is unavailable, contact another helicopter service. Confers with CRC to inform of new patient arrival status,etc)

EDUCATION AND/OR EXPERIENCE

High School diploma or equivalent

Minimum 1 year post high school coursework in medical terminology and/or related field

3 years’ experience in hospital, pre-hospital or emergency dispatching preferred

CERTIFICATION/LICENSURE

Licensed Emergency Medical Dispatcher (EMD) within 9 months of hire.

ADDITIONAL REQUIREMENTS

Passing the Driver’s License Check and/or Credit Check (for those positions requiring).
Passing the WI Caregiver Background Check and/or IL Health Care Workers Background Check.
Must be able to follow written/oral instructions.

PAY RANGE:

$19.40 - $29.10

Mercyhealth is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, or protected veteran status.

Mercyhealth offers competitive pay and a comprehensive benefits package including:

• Medical, Dental, Vision

• Life & Disability Insurance

• FSA/HSA Options

• Generous, accruing paid time off

• Paid Parental and caregiver leave

• Career advancement and educational opportunities

• Tuition and certification reimbursement

• Certification Reimbursement

• Well-being Programs

• Employee Discounts

• On-Demand Pay

• Financial Education

• Annual recognition/awards events

• Partner appreciation days

• Family entertainment/attractions discount

• Community service/improvement opportunities

At Mercyhealth, we don’t simply hire people, we empower employee-partners who are passionate about making lives better. As an integrated health system, we deliver exceptional, coordinated across seven hospitals, 85 primary and specialty clinics, and a team of over 7,500 professionals serving northern Illinois and southern Wisconsin.

Mercyhealth has been nationally recognized for our commitment to our people and culture, including:

• #1 in the nation on AARP’s Best Employers for Workers Over 50

• One of Working Mother magazine’s 100 Best Companies for Working Mothers

• A Top 50 Company and Top 10 Nonprofit for Executive Women