Communications Specialist

Where Compassion Meets Innovation and Technology

The Driscoll Access Center (DAC) Access Center Communications Specialist must be highly motivated and committed to adding value by providing customers, physicians, and other employees with efficient and error-free service. The Access Center Communications Specialist serves as an integral communication link between medical teams, referring and receiving facilities / agencies, pilots, and physicians throughout transport. This position requires attention to detail and maintaining a calm demeanor while multi-tasking under stressful circumstances. The Access Center Communications Specialist is responsible for all incoming emergency and / or non-emergency telephone, virtual, and radio communications facilitated by the DAC. The Access Center Communications Specialist will ensure proper and accurate routing of all DAC calls and will document necessary information using the computerized dispatch log, web-based software, and virtual communication tools. The Access Center Communications Specialist is responsible for maintaining an organized and efficient station and will assist with other related clerical duties as required. The Access Center Communications Specialist is accountable to the DAC Director. The Access Center Communications Specialist operates within the framework of the Driscoll Children's Hospital mission, vision, and values.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The Access Center Communications Specialist answers multi-line phone system and accurately and professionally directs and assists callers following DAC protocols. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be all-inclusive; employees will perform other reasonably related business duties as assigned by the immediate supervisor and / or hospital administration as required. Maintains utmost level of confidentiality at all times. Adheres to hospital policies and procedures. Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines. Handles multiple tasks and is self-directed. Great attention to detail and the ability to exercise diplomacy, manage conflict, analyze and troubleshoot most problems quickly and effectively in a fast paced high energy demanding environment. Must have excellent communication (written & verbal), organizational, interpersonal problem solving, and customer service skills and be able to handle heavy telephone activity. Answers and prioritizes incoming calls and transfers information to proper recipient rapidly and accurately. Coordinates all transport-related telephone calls, including inter-institutional and intra-institutional calls. Maintains professional composure, thinks clearly, quickly assesses and evaluates situations, organizes thoughts and responds quickly in emergency and stressful situations. Coordinates all aspects of patient transports, including initiation of response, flight position monitoring, coordination of landing zones, carrier coordination, weather reports, playing expected times of arrival and / or other transport information as requested. Maintains in-house and on-call Transport Department schedules for all transport related services and updates communications office status board to reflect necessary changes. Notifies the medical control physician and coordinator on-call of transport activity when indicated. Correctly operates a computer-aided dispatch (CAD) and hospital computer and a variety of communications equipment, including telephone and radio / cell phone, and ensures proper care and maintenance of the equipment. Establishes and maintains cooperative working relationships and communicates clearly with the general public, referring facility personnel, and Transport Department personnel. Follows principles of proper English usage, diction, grammar, spelling, and punctuation and demonstrates proficiency in alphabetic, chronologic, and numeric filing systems, techniques, procedures, and methods used in the operation of a communication center. Processes and maintains appropriate patient billing information for every transport according to department policy and / or directive. Is able to read maps accurately. Completes special assignments and projects assigned by the DAC Director or DAC Manager. Is a highly motivated, well-organized individual and has demonstrated excellent verbal and written communication skills. Attends regular safety and staff meetings.

Education and / or Experience : High school diploma or general education degree (GED). Medical terminology knowledge and / or previous experience in the medical field. EMT-B is preferred. Dispatcher or communications officer experience is preferred. Possesses excellent verbal and written communication skills. Ability to understand, speak, and read Spanish is preferred but not required. Possesses excellent computer skills, familiar with web-based communications software is preferred. Currently possess or obtain Certified Flight Communications (CFC) Certification within 2 years of hire date. Must have current BLS or will obtain within 6 months.