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Communication Specialist I

4 months ago

Roanoke, Virginia, United States Carilion Clinic Full time

Workplace:
Onsite

Sign on Bonus:
$7, when external candidate meets applicable guidelines.)

How You'll Help Transform Healthcare:


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

What We Require:

Education:
High school diploma or equivalent required.

Experience:
Prior experience in a call center, 911 dispatch center, or as an Emergency Medical Services provider required.

Licensure, certification, and/or registration:

American Heart Association Basic Life Support – Health Care Provider (AHA BLS -HCP) required within 3 months of hire.

Virginia Office of Emergency Medical Services certification required as an EMT-Basic, EMT-Advanced, EMT-Intermediate or Paramedic, required. Emergency Medical Dispatch certification preferred.

Other Minimum Qualifications:
Job requires long periods of sitting and use of a headset for frequent telephone interactions. Must be proficient with keyboarding/typing and use of software applications, including Windows. Must demonstrate sustained proficiency in multi-tasking and effective communication skills focused on customer service. Must successfully complete orientation and competency validation specific for this position.

Completes a minimum of one ride-along shift per year with any CCPT ground division. This may be waived if the employee is in a dual status role with CCPT ground.

About Carilion
This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.


Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.

Recruiter:

JAMIE S RATLIFF

Recruiter Phone:

Recruiter Email:
jsratliffcarilionclinic

For more information, contact the HR Service Center at