Primary Function/General Purpose of Position
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
Many of our opportunities reward* your hard work with:Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more
*Benefits offerings vary according to employment status
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com