Medical Transport Communications Specialist I

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Night - 12 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The Medical Transport Communications Specialist (CS) I has a mastery of comprehensive and effective communication skills and consistently utilizes CI Care principles in the Transfer Center at Stanford Healthcare. Performance of duties including operation and education on multi-line telephones, radio console, weather products including radar and satellite systems, multiple computer database systems, mapping systems, and related systems and equipment in support of air medical transport services for patients who need admission or transfer from referring hospitals to Stanford Healthcare and other health care institutions. Additionally, the CS II participates in training and mentoring new staff in the Transfer Center, is involved in committee work or is an active member of a unit based task force, acts as a resource for clarification and development of operational procedures and protocols in conjunction with the management team.

Locations
Stanford Health Care

What you will do
  • Provides a professional, efficient response to incoming EMTALA (Emergency Medical Transportation and Labor Act) requests, Non-EMTALA requests and consult services for patients needing services at SHC. Partners with nurses and physicians to distinguish both the urgency and escalation of requests, following Destination Service Line and Transfer Center guidelines to determine priority and reprioritization of patients.
  • Conducts initial telephone intake of information to generate the Medical Record and/or Pre-admission related to requests for transfer of patients from outlying healthcare facilities to Stanford Healthcare and identifies appropriate receiving services needed based on diagnosis, as well as partnering with nurses and physicians to appropriately identify the receiving service.
  • Develops and promotes positive effective customer service relations with all callers from outside facilities, family members, peers, other air medical transport providers, as well as inter-departmental calls following the principles of CI CARE and HIPAA compliance.
  • Activates flight and ground transport teams using multiple communication systems and safety protocols, initiates appropriate actions based on the situation and SHC policy. Ensures accurate and timely dispatch of transport requests. Maintains communication with the transport teams always, discerning and relaying pertinent information about the transport to the flight crew.
  • Maintains an accurate database of referral hospital locations. Reads and interprets county, state and specialized maps for determining locations of accident scenes or referral sources as well as access to these areas.
  • Keeps an open line of communication with appropriate agencies to ensure proper coordination of transport services in emergency and trauma-related transport activities. Serves as primary communication link and liaison between Life Flight crews and medical teams, referring and receiving facilities/agencies, pilots and the physicians throughout the transport.
  • Validates accuracy of information of ongoing events and communicates pertinent details to team members such as patient transfer progress, team updates, and destination information with ETA as needed.
  • Provides a professional, efficient response to incoming EMTALA (Emergency Medical Transportation and Labor Act) requests, Non-EMTALA requests and consult services for patients needing services at SHC. Partners with nurses and physicians to distinguish both the urgency and escalation of requests, following Destination Service Line and Transfer Center guidelines to determine priority and reprioritization of patients.
  • Conducts initial telephone intake of information to generate the Medical Record and/or Pre-admission related to requests for transfer of patients from outlying healthcare facilities to Stanford Healthcare and identifies appropriate receiving services needed based on diagnosis, as well as partnering with nurses and physicians to appropriately identify the receiving service.
  • Develops and promotes positive effective customer service relations with all callers from outside facilities, family members, peers, other air medical transport providers, as well as inter-departmental calls following the principles of CI CARE and HIPAA compliance.
  • Activates flight and ground transport teams using multiple communication systems and safety protocols, initiates appropriate actions based on the situation and SHC policy. Ensures accurate and timely dispatch of transport requests. Maintains communication with the transport teams always, discerning and relaying pertinent information about the transport to the flight crew.
  • Maintains an accurate database of referral hospital locations. Reads and interprets county, state and specialized maps for determining locations of accident scenes or referral sources as well as access to these areas.
  • Keeps an open line of communication with appropriate agencies to ensure proper coordination of transport services in emergency and trauma-related transport activities. Serves as primary communication link and liaison between Life Flight crews and medical teams, referring and receiving facilities/agencies, pilots and the physicians throughout the transport.
  • Validates accuracy of information of ongoing events and communicates pertinent details to team members such as patient transfer progress, team updates, and destination information with ETA as needed.
  • Translates chronology of events into the electronic medical record and flight documentation systems (Epic, Flight Vector & Complete Flight).
  • May assist with training, assigning and reviewing the work of Communications Specialists.
  • Examines, reads and interprets weather products including radar and satellite systems as requested. monitors weather conditions, utilizes flight following systems and all other communication equipment associated with Life Flight transports, missions, as well as incoming air traffic from outside sources.
  • Operates communications center's multi-telephone lines, two-way radio transmission and receiving console, computer database, mapping systems and equipment in support of air-based medical patient transport services.
  • Provides information on aircraft or ground transport availability, weather projections, locations and time estimates.
  • Receives incoming calls and coordinates teleconferences with referring and attending physicians, flight nurse, referral source and appropriate receiving units, including advising physicians and nurses regarding the ramifications of denying admission to patient protected under EMTALA rules and regulations.
  • Responds to emergency transport calls and dispatch of Life Flight crews per established procedures.
  • Initiates EPIC registration account for Life Flight billing; create the HOV (Hospital Outpatient Visit) for accurate revenue collection.
  • Manage staffing coverage and API for departmental shortages daily.
  • Manages response to County based EM (Emergency Medical) System notifications.
  • Attends Safety Meetings and Daily Safety briefing on admissions and readiness, as well as post flight de-briefings, and manages Complete Flight for all Life Flight activity.
  • Managing Tele-stroke process for SHC partners.
  • Management of patient placement for "Psychiatric Out of ED process", records management, facility location, organization of transportation as needed.
  • Coordination of transportation to SHC from SHC offsite facilities as requested.
  • Ensures expedited coordination of SIR (Stroke Interventional Radiology) Activation Process for neurology calls, connecting the Administrative Nursing Supervisor, Cath lab, Neurology team, Critical Care Response Team, and LifeFlight.
  • Daily compilation of on-call schedule for all Service Lines for departmental distribution.
  • Training and management of HIMS (Health Information Management System) scanning, and records management.
  • Training and knowledge of Life Image to manage incoming images and scans from all outside facilities for hospital wide use, as well as Transfer Center specific images. Actively teaches and supports outside facilities in loading images.
  • Management of Security cameras, Sky connect-GPS tracking software, Complete Flight and Flight Vector, and Google Earth for flight tracing, related to incoming and outgoing air traffic.
  • Training and management of On Base, Voalte and Microsoft Excel for Data Base maintenance.
  • Maintains and upholds the TC Safety standards, as well as understanding of the PAIP (Post Accident Incident Plan) and the CS role in initiating emergency action plans when required.
  • Demonstrates the ability to maintain control in stressful situations, and function independently as a skilled team member in meeting emergent business needs.
  • Triages and performs multiple critical tasks in a stressful environment and completes tasks in a timely manner.
  • Participates on panel for hiring, orienting and mentoring new staff.
  • Acts as resource to staff and management on procedures and process improvement.

Education Qualifications
  • High school diploma or GED equivalent Required
  • Associates Degree Preferred

Experience Qualifications
  • Three (3) years of progressively responsible and directly related work experience Required
  • Participate in a minimum of one management approved project with defined goals and outcomes.
    Epic super User
    Life image super user
    Flight Vector Super User
    Operates as a shift lead.
    A Shift lead is described as a shift expert, knowledgeable, attends LF huddles, balances the flow of calls. Ensures the team is not overwhelmed when covering for the LF calls. Monitor Helipad and will not have a full workloads on such shifts.
    Required
  • • Previous pre-hospital medical experience
    Previous dispatch experience
    Preferred

Required Knowledge, Skills and Abilities
  • Ability to independently perform the full range of Life Flight dispatch and related communication support functions
  • Ability to maintain confidentiality of sensitive information
  • Ability to perform complex tasks, prioritize multiple projects, and work under pressure to meet deadlines in a fast-paced environment
  • Ability to remain calm under pressure and apply sound judgment
  • Ability to speak and write effectively at a level appropriate for the job
  • Knowledge of Medical Terminology

Licenses and Certifications
  • EMT - Emergency Medical Tech or

Physical Demands and Work Conditions
Blood Borne Pathogens
  • Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.