EMS Dispatch Communications Specialist

Joining AdventHealth is about being part of something bigger. It's about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

S chedule: Full-Time

Shift : Night

Location:AdventHealth Orlando

The community you'll be caring for:

Orlando South: 601 E Rollins St Suite 400, Orlando, FL 32803

• Located on a lush tropical campus, our flagship hospital, 1,368-bed AdventHealth Orlando

• serves as the major tertiary facility for much of the Southeast, the Caribbean and South America

• AdventHealth Orlando houses one of the largest Emergency Departments and largest cardiac catheterization labs in the country

• We are already one of the busiest hospitals in the nation, providing service excellence to more than 32,000 inpatients and 125,000 outpatients each year

The role you'll contribute:

The EMS Dispatch Communications Specialist is highly skilled professional functioning within the Communications Center in one of three primary roles. Responsibilities include, but are not limited to plan, prioritize, organize, direct, and control all transports between AdventHealth facilities as well as outlying facilities. The EMS Dispatch Communications Specialist should possess independent decision-making responsibilities, that must be applied based on telephone, radio, or electronic communication only. Utilizes complex acuity algorithms for time-sensitive medical transportation arrangements. Collaborates with physicians, department staff, road crews, outsourcing vendors, and EMS Operations supervisor. Highly effective in clinical fact gathering and analysis, to identify appropriate level of specialty care needed for transport. Coordinates as an air traffic control for all inbound and outbound transports across the AH system. Acts as a liaison between sending and receiving facilities on issues pertaining to the transport of patients. Proactively initiates steps, including utilization of chain of command, to ensure safe and timely transportation for all patients. Adheres to the AdventHeatlth Corporate Compliance Plan and to the rules and regulations of all applicable local, state, and federal agencies and accrediting bodies. Actively participates in outstanding customer service, phone etiquette and accepts responsibility in maintaining relationships that are equally respectful to all.

The value you'll bring to the team:

Ground Dispatcher

• Interact with field units professionally over the phone and radio using proper etiquette and utilizing excellent customer service skills.
• Monitor all radio traffic while simultaneously listening in the room for pre-alerts to incoming calls, alerting units, and promptly updating the status of units to maintain system compliance.
• Constantly monitoring the system ensuring units are enroute to post moves in a timely fashion and making sure other units are within an acceptable distance from post.
• Give appropriate routing to units when needed. Maintain knowledge of geography, traffic conditions, and response area.
• Identify and report field performance issues to the Dispatch Supervisor.
• Maintains accurate status of field units
• Provides pertinent and necessary information to responding crew, such as equipment requirements and isolation precautions.
• Proficiently utilizes all systems/equipment in the communications center
• Continuously evaluates transport requests and collaborates with operational leadership to ensure timely transport. Escalates barriers through established chain of command
• Assists in training/mentoring new employees, attends staff meetings, and maintains current knowledge of operational processes. Reviews electronic communications to keep abreast of process and departmental changes
• Supports EMS Dispatch Communications Center functions and needs.
• Customer Service: Delivers excellent customer service fulfilling the AdventHealth Mission of extending the healing Ministry of Christ. Pleasant tone of voice, friendly and helpful attitude, keeps conversation focused on customer. Handles calls and issues promptly and efficiently. Identifies opportunities for improvement and expansion of new customer relationships.
• Teamwork: Is respectful of co-workers and offers assistance as needed to help others complete assigned tasks. Participates in activities that promote camaraderie and a friendly workplace. Willingly and enthusiastically participates in team/department initiatives. Readily voices concerns and problems to Leadership.

Flight Dispatcher

• Interact with air crews and pilots professionally over the phone and radio using proper etiquette and utilizing excellent customer service skills.
• Monitor all radio traffic while simultaneously listening to the room for pre-alerts to incoming calls, coordinating inbound and outbound air traffic, and promptly updating the status of the aircraft to maintain system compliance.
• Enter flight data into multiple air medical CAD programs. File flight plan releases with Operational Control Center. Operate multi-channel radio system. Dispatch aircraft to requested location and destination. Flight follow aircraft via Outerlink aviation GPS tracking system. QA data CAD program.
• Proficiently initiates PAIP for overdue aircraft or incidents.
• Identify and report field performance to the Dispatch Supervisor
• Maintain accurate status of aircraft on CAD and EMResource
• Provide pertinent and necessary information to responding crew such as equipment requirements and isolation precautions.
• Proficiently utilizes all systems/equipment in the communications center
• Assists in training/mentoring new employees, attends staff meetings, and maintains current knowledge of operations processes. Reviews electronic communication to keep abreast of process and departmental changes.
• Supports EMS Dispatch Communications Center function and needs.
• Customer Service: Delivers excellent customer service fulfilling the AdventHealth Mission of extending the healing Ministry of Christ. Pleasant tone of voice, friendly and helpful attitude, keeps conversation focused on customer. Handles calls and issues promptly and efficiently. Identifies opportunities for improvement and expansion of new customer relationships.
• Teamwork: Is respectful of co-workers and offers assistance as needed to help others complete assigned tasks. Participates in activities that promote camaraderie and a friendly workplace. Willingly and enthusiastically participates in team/department initiatives. Readily voices concerns and problems to Leadership.

KNOWLEDGE AND SKILLS REQUIRED :

• Proficient verbal and written communication skills
• Proficient in computer database skills
• Proficient in real time documentation in electronic format
• Knowledge of AH policies, procedures, and protocols.
• Advanced computer skills
• Utilizes all electronic foundational resources and tools to efficiently maintain throughput process across AdventhHealth and sending/receiving facilities.
• Critical -thinking and problem-solving ability.
• Ability to function in a fast-paced, stressful environment.
• Ability to engage in self-evaluation about performance and professional growth.
• Ability to accept constructive feedback regarding work performance.
• Ability to establish and maintain cooperative working relationships with others contacted during work.

Qualifications

The expertise and experiences you'll need to succeed:

EDUCATION AND EXPERIENCE REQUIRED:

• High School Diploma or GED

EDUCATION AND EXPERIENCE PREFERRED:

• College experience or coursework in a healthcare related field
• Graduate of an EMT or Paramedic Program
• 1-year minimum relevant communications center experience

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED :

Motor Vehicle Operator's License or ability to provide own transportation

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

·NHTSA National Standard Curriculum for EMD (Emergency Medical Dispatch)

• EMT or Paramedic Certification

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

Category: Emergency Services

Organization: AdventHealth Orlando

Schedule: Full-
time

Shift: 3 - Night

Req ID: 25002729

We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.