Communication Specialist I - Ambulance Dispatch - FT

The Communication Specialist I is one of the first points of contact for patients, prospective patients, discharge planners, insurance companies/brokers, physicians, facilities, 911 dispatch centers, and other Emergency Medical Services (EMS) agencies with Carilion Clinic. Working in a call center environment as part of an extended team under the direction of the lead pod, the Communications Specialist I is a central link in the safe transfer and transport of patients throughout the region. This position is responsible for taking emergency and non-emergency transport requests, screening and prioritizing emergency calls, matching the right resource to the right patient based on clinical condition and CCPT clinical protocols, entering information into the dispatch software system, managing the daily call schedule to ensure the most effective use of resources, operating the radio console, activating and managing the emergency response plan, and real-time problem solving to ensure a consistent delivery of service excellence and service recovery efforts when needed.

• Primarily used for staffing the ground ambulance dispatch pods in the Communication Center. Develops and matures professional relationships with the Transfer Center staff to facilitate synergies and communication between departments.
• Receives and screens calls in an efficient manner to minimize delays. Identifies and prioritizes emergency calls, routinely dispatching units in less than two minutes from the time of the initial call. Escalates flight requests to the appropriate pod for immediate assistance.
• Appropriately determines the level of care required and the mode of transport needed based on CCPT scope of practice for basic life support, advanced life support, and critical care. Anticipates projected patient needs during transport based on clinical condition and history and projected out of hospital time, actively uses this information in the decision-making process as an advocate for quality and patient safety.
• Schedules trips and dispatches ground ambulances, using all available tools to identify the closest, most appropriate resource, time-stamps units, monitors ambulance response times, and intervenes with clinical teams to address concerns or delays. Provides updates on arrival time to the requestor when the unit will be more than 10 minutes early or late for a scheduled pick-up.

To learn more about our Communication and Transfer Center, read this article: CCPT Communication and Transfer Center