Working under the direction of the Communications Center Manager and Communications Center Supervisors, the Transport Medicine System Status Controller is responsible for receiving requests for ground and air ambulance 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 call and ensure related billing documentation is completed accurately.

Essential Job Functions

• Receives all incoming telephone inquiries and requests for assistance regarding patient transport in a timely, professional, and courteous manner

• Maintains 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

• Triages all requests for transport and accurately enters all required information into the Computer-Aided Dispatch System

• Maintains all required records and other documentation associated with patient transport and the operation of the Communication Center

• Ensures all billing paperwork is completed accurately

• Maintains updated knowledge of all communications equipment to operate and request service calls when appropriate and ensure intelligent reporting of equipment failures

• Activates transport teams and accurately relays information concerning the location and condition of the patient, when possible. Initiates appropriate protocols regarding notification and determination of patient destination

• Maintains knowledge of the Mercy Health Transport Medicine Emergency Response Plan. Participates in quality management, emergency-procedure testing, and annual Emergency Response Plan drills

• Demonstrates a working knowledge of all policies, procedures and protocols for operation of Mercy Health – Transport Medicine program and regulated transport activities. Has a functional understanding of state and local EMS regulations, local EMS structure, and protocol and procedures in service area

• Demonstrates critical thinking abilities when triaging patient transports and making decisions. Makes decisions in an independent and high stress environment

• Maintains constant radio contact with transport teams and documents contact with teams consistent with the current policy and procedure for flight and ground tracking. Remains at dispatch station at all times when any helicopter is airborne

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

BLS Basic Life Support - American Heart Association (required)

Emergency Medical Dispatching (EMD) - Various (preferred at time of hire; required within 6 months of hire and maintained throughout employment)

Ohio Paramedic - Ohio Emergency Medical Services (preferred)

Education

High School Diploma or GED equivalent (required)

Associates, Healthcare, Public Safety, or a related field (preferred)

Work Experience

1 year of experience in EMS, healthcare, public safety, or a related field (required)

1 years of previous EMS or public safety dispatching experience (preferred)

Training

Incident Command System (ICS) 100 (required)

Incident Command System (ICS) 200 (required)

Incident Command System (ICS) 700 (required)

Language

None

Patient Population

Demonstrates the knowledge and skills necessary to assign clinical personnel and transport resources appropriate to the age of the patients served on his or her assigned unit.

Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.​

Neonates (0-4 weeks)

Infant (1-12 months)

Pediatrics (1-12 years)

Adolescents (13-17 years)

Adults (18-64 years)

Geriatrics (65 years and older)

Working Conditions

Periods of high stress and fluctuating workloads may occur.

Long-distance or air travel as needed- not to exceed 10% travel.

General office environment.

May have periods of constant interruptions.

Required to car travel to off-site locations, occasionally in adverse weather conditions.

Skills

Type accurately 25-30 words per minute

Analyzing data or information

Understand medical terminology

Transport scheduling

Business writing skills

Computer Skills

Ability to understand and interpret laws and regulations.

Basic Mathematical Skills

Public relations skills

Phone / email etiquette

Language Skills

Attention to detail

Critical thinking

Teamwork

Active listening

Safety focused

Emotional intelligence

Conflict management

Adaptability

Collaboration

Time management

Learner Attitude