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Communication Specialist - Advanced

2131 South 17Th Street
Wilmington, NC
Job ID: 19181
Date Posted: Feb 19, 2024

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Job Description

Description


Why Novant Health?

  • Come join a remarkable team where quality care meets quality service, in every dimension, every time. Let Novant Health be the destination for your professional growth, as you take advantage of the opportunities to advance to other roles and responsibilities!
  • 8 Magnet Designated Hospitals
  • LeapFrog Grade “A” Ratings at Novant Health facilities
  • Novant Health is recognized as one of the Best Places to Work for Disability Inclusion, Forbes Best Employers for Women in 2020, Leaders in LGBTQ Healthcare Equality and 50 Best Places for Women and Managers of Diverse Backgrounds to Work.

 

About the Job

Location: New Hanover Regional Medical Center

Department: Regional Transfer Center

Full Time Equivalent: full-time

Work Type: 64 to 80 Hours Pay Period

Work Schedule: 12HR DAY - 6:30am - 6:30pm

Exempt from Overtime: Exempt: No

Overview

Summary:

Operates in the Regional Transfer Center under the supervision of the Manager of Regional Transfer Center in a safe and efficient manner. Responds appropriately using discretion and independent judgment to a wide variety of requests from physicians, outlying facilities and 911 centers to determine appropriate level of care, transport mode (air/ground), type of unit, and division or agency to contact to facilitate the transport. Coordinates in a timely manner all aspects of the mission and monitors the location and status of all transport units at all times while maintaining safety as a priority. Collects and maintains accurate records of information including pre and post transport patient documentation and transport records.

 

Responsibilities:

1. Demonstrates standards of performance that support patient satisfaction and principles of service excellence. Considers Novant Health cause statement in making decisions and taking action. 2. Safely directs and coordinates communications with air and ground transport units. Monitors their location via vehicle tracking software/mapping and maintains communication via Viper, 800, VHF radio system, satellite or cell phone. 3. Flight following in accordance with requirements of Aeromedical Providers FAA FAR 135 Certificate. 4. Adapts to unpredictable situations related to patient transport by utilizing consistent problem solving skills. Facilitates the transition from one mode of transport to another when the primary mode is unavailable due to weather, distance or maintenance. 5. Communicates with Patient Placement office and AOO to maintain current knowledge of bed availability and coordinates appropriate bed assignment for patients requiring admission. 6. Provides excellent customer service to both internal and external customers by professionally and effectively communicating all relevant information and providing real time updates while following Hospital policy and HIPPA guidelines. 7. Maintains a safe environment in the Transfer Center by limiting distractions to him/herself and others (e.g., visitors, personal cell phones, speaker phone, etc.) 8. Appropriately and in a timely manner initiates the Post Accident Incident Plan (PAIP) and follows established procedures and guidelines. 9. Participates in day-to-day departmental activities, performance improvement processes, staff meetings, in-services and committees. 10. Conducts self in a professional manner, using appropriate radio and telephone etiquette. 11. Receive, document, and makes appropriate notification of all Time Sensitive requests such as STEMI, STROKE, ELVO, to ensure treatment teams are notified and in place for patient arrival at the medical facility. Makes appropriate notifications and documentation as directed for situational awareness such as for capacity management. 12. Maintains and updates the unassigned hospitalist rotation log. 13. Performs other duties as assigned by management.

Call Taking 

1. Answers a multitude of emergency and non-emergency telephone lines and coordinate all requests for transport and/or patient consults promptly and courteously. 2. Obtains all necessary information to initiate a patient transfer record. 3. Consistently follows a standardized call taking and information gathering process, while simultaneously documenting all transport requests and pertinent patient information into the designated systems. 4. Facilitates physician conferences across the region. Facilitates emergent transportation as indicated. 

Transport Coordination 

1. Cohesively works with Regional Transfer Center RN, accepting physician, referring physician and transport operations supervisors to ensure the most appropriate transport mode is utilized for all patient transfer requests. 2. Update physicians and clinical personnel of acceptance, mode of transport and patient’s arrival status. 

Dispatching Air/Ground 

1. Determine the mode of transportation required based on clinical outcomes criteria. 2. Utilizes the appropriate systems to ensure the most appropriate resource is activated. 3. Enters and maintains flight plans for all aircraft missions in provided flight tracking software. 4. Ensures dispatch and 2-way communications with transport resources accurately and professionally. 5. Monitor and track all vehicle movements (ground and air) utilizing provided tracking software. 6. Maintains situational awareness of other aircraft operating in service area. 7. Monitor changing weather conditions utilizing provided weather radar software; alerts pilot, vehicle operators, and crew when appropriate. 8. Alert specific receiving and referring hospital/departments of transport updates. 9. Complete all necessary documentation. 

Qualifications

  • Education: High School Diploma required. Two-year degree in related field preferred. 
  • Licensure / Certifications: Current and valid NC EMT certification or equivalent education preferred. 
  • Experience: EMS dispatch experience required. Knowledge of medical terminology required. Aviation terminology preferred. Working knowledge of alpha/numerical paging systems, web based programs and advanced phone systems. 
  • Must obtain Certified Flight Communicator (CFC) through International Association of Medical Transport Communication Specialists (IAMTCS) required within 30 days of hire date. 
  • Hours of Work: Varying shifts, including weekends, nights and holidays to meet the requirements of a 7-day a week, 24 hours a day department. 

Other Information

This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications which may be required of the employee assigned to the position. Depending on the location of the job, duties may vary. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind; my employment with the Company is at will.

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

  • Our team members are part of an environment that fosters teamwork, team member engagement and community involvement.
  • The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.
  • All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

#JoinTeamAubergine #NovantHealth. Let Novant Health be the destination for your professional growth.


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