Job Description

Working under the direction of the Mercy Health Life Flight Network (MHLFN), Director of Flight Operations, or delegate, the Critical Care Flight Dispatcher is responsible for receiving requests for ground and/or air critical services via telephone and radio, determining appropriate response, entering information in the Computer-Aided Dispatch System, selecting and dispatching the appropriate unit(s) to the nature of the emergency. Essential Job Functions include receiving all incoming telephone inquiries for critical care assistance regarding patient transport in a timely, professional and courteous manner; maintaining professional radio and phone communication utilizing excellent customer service skills when interacting with administration, transport teams, requesting agencies, hospital staff, physicians, and public safety personnel; triaging all requests for transport and accurately entering all required information into the Computer-Aided Dispatch System; maintaining all required records and other documentation associated with patient transport and/or the operation of the Communication Center; ensuring all billing paperwork is completed accurately; maintaining updated knowledge of all communications equipment to operate and request service calls when appropriate and ensure intelligent reporting of equipment failures; activating transport teams and accurately relaying information concerning the location and condition of the patient, when possible; initiating appropriate protocols regarding notification and determination of patient destination; maintaining knowledge of the Mercy Health – Life Flight Network Emergency Response Plan; participating in quality management, emergency-procedure testing, and annual Emergency Response Plan drills; demonstrating a working knowledge of all policies, procedures and protocols for operation of Mercy Health – Life Flight Network program and regulated transport activities; having a functional understanding of state and local EMS regulations, local EMS structure, and protocol and procedures in service area; demonstrating critical thinking abilities when triaging patient transports and making decisions; making decisions in an independent and high stress environment; having comprehensive understanding of operational control requirements, as necessary in staffing an operational control center (Reference 14CFR135.77). Additional duties may be assigned by supervisor. Licensing/Certification required: Incident Command Service (ICS) Certifications: 100, 200 and 700; Basic Life Support (BLS); Emergency Medical Dispatcher (EMD) preferred but required within 6 months; International Association of Medical Transport Communication Specialist (IAMTCS) Certified Flight Communicator preferred but required within 12 months; Ohio Paramedic preferred. Education: High School Diploma/GED required; Associates Degree or higher preferred. Work Experience: 1 year in Emergency Medical Systems or healthcare/public safety related field required; 9 months as System Status controller Transport Medicine required; 1 year experience with Federal Aviation Regulations (FAR) 121 or 135, or helicopter air ambulance dispatching, or previous EMS/Public Safety dispatching preferred. Training: Operations Control Specialist Training preferred but required within 6 months; Aircraft Dispatcher Certification Course (14CFR Part 65) preferred but required within 18 months. Patient Population includes neonates to geriatrics. Working conditions include periods of high stress, long-distance or air travel not to exceed 10%, general office environment, possible constant interruptions, occasional travel in adverse weather, prolonged periods working alone. Physical requirements include lifting, pushing, stooping, crawling, climbing, balance, bending, sitting, walking, standing with various frequencies. Skills required include typing 25-30 wpm, analyzing data, understanding medical terminology, transport scheduling, business writing, computer skills, understanding laws and regulations, basic math, public relations, phone/email etiquette, and soft skills such as attention to detail, critical thinking, teamwork, active listening, safety focus, emotional intelligence, conflict management, adaptability, collaboration, time management, and learner attitude. Mercy Health is an equal opportunity employer offering comprehensive benefits.

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