Air Medical Group Holdings

  • Communications Specialist - RCH 996

    Job Locations US-CA-North Highlands
    Posted Date 3 weeks ago(5/29/2018 4:28 PM)
    iCIMS Requisition ID
    2018-3841
    # of Openings
    5
    Job Families (Portal Searching)
    Communications
  • Overview

    Under the supervision of the Senior Communications Manager, Communications Manager and Communication Specialist Supervisor, the Communication Specialist (CS) is responsible for receiving emergent and non-emergent telephone requests for patient transport via air and/or ground ambulance. The CS is responsible for the assignment of the most appropriate air or ground unit to serve the customer’s request via utilization of a Computer Aided Dispatch (CAD) system. The CS is the primary connection between a REACH Medical Holdings, LLC (RMH) Flight Team and the resources they require to perform their mission.  The CS serves as the central hub for cross-functional communications support between the Aviation, Maintenance, Operations, Clinical and Administrative departments. The Communication Specialist will demonstrate proficiency with all the appropriate job-related tools to include but not limited to the utilization of a Computer Aided Dispatch (CAD) system,  mapping software, communications equipment, multi-line telephone systems, and digital recording equipment.

    Responsibilities

    • Receive and handle all customer requests for or about medical transports in a friendly, timely and professional manner.
    • Demonstrate excellent customer service skills with all customers, co-workers, management, and the general public.
    • Demonstrate excellent listening skills and be able to accurately document all interactions.
    • Demonstrate the ability to communicate clearly both verbally and in writing.
    • Demonstrate the ability to think clearly, remain calm, and act quickly and with sound judgment while under stress.
    • Responsible for the assignment and coordination of medical transport by RMH aircraft as well as ground transport by RMH personnel or other ground providers.
    • Directly handles all declines and cancels of transport requests with the requesting party by offering alternate solutions or aircraft as appropriate.
    • Maintains data entries in the CAD for all requests, declines, cancels and out-of-service activities.
    • Determines priority and preferred transport mode for all incoming transport requests in accordance with established policies and procedures.
    • Tracks and monitors location and status of all on-duty RMH aircraft and personnel.
    • Demonstrates a high level of familiarity with the geography for all RMH service areas.
    • Communicates directly with the Communcation Specialist Supervisor when complicated issues arise.
    • Communicates directly with the Flight Team to facilitate transports as needed.
    • Participates and contributes willingly, effectively, and efficiently as a team member in various councils accomplishing the stated goals of the organization.
    • Participates in debriefs and reviews with crews and communications team as needed.
    • Adheres to all company policies and procedures.
    • Other duties as assigned.

    Qualifications

    • Three years customer service experience
    • Minimum 18 years of age.
    • High school diploma or GED.
    • Anticipates and strives to understand the unique needs of each crewmember, patient and/or customer.
    • Tailors each interaction to the specific needs of the person and/or situation.
    • Responds quickly, safely and efficiently to problems that arise while providing service and/or leadership
    • Provides timely, constructive feedback that contributes to others' development.
    • Takes responsibility for individual and team actions, decisions, and results.
    • Measures progress against agreed upon plans and stated goals.
    • Performs work with high quality and excellence.
    • Dependable and delivers on established timelines.
    • Pro-active when seeking new ways to improve performance, processes, and services.
    • Incorporates Lean Learning principles into daily operations when possible.

    Physical Requirements:  While performing the duties of this job, the employee is frequently required to do the following:

    • Ability to maintain Communication Specialist requirements per REACH Drug and Alcohol Policy.
    • Ability to maintain alertness and intense focus for an extended period of time.
    • Activities requiring moderate amount of sitting, standing, walking, speaking/listening.
    • Frequent hands to key ability to input data and information.
    • Close and distance visual capabilities.
    • Coordinate multiple tasks simultaneously.
    • Able to work 12+ hour shifts

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