Communications Specialist

Phi Air Medical - Phoenix, AZ

Full-time

Phoenix, AZ

Ambulatory Health Care Services

About the position

The Communications Specialist position at PHI Air Medical in Phoenix, AZ, is a full-time role that plays a critical part in the organization’s operations. This position is responsible for assimilating various forms of information to make quality decisions while performing a wide range of specialized functions and complex communication services. These services include managing requests for transport, assessing and triaging multiple incoming requests, and maintaining radio communications with all airborne aircraft. The specialist must ensure effective and comprehensive communication with crew members, both medical and aviation, utilizing a complex, statewide, multi-channeled voting radio system. In addition to communication duties, the role involves constant flight following procedures with all aircraft during missions, adhering to FAA and PHI Air Medical policies. The Communications Specialist documents detailed medical information regarding patient conditions and all aspects of transport activity, which becomes a legal document. Coordination of medical transports, both nationally and internationally, is a key responsibility, requiring collaboration with aviation, medical, and communications departments, as well as the requesting agency and other resources. The specialist is also tasked with accurately inputting all flight and ground transport information into a network database, ensuring compliance with FAA Part 135 regulations and PHI Air Medical policies. Building and maintaining positive relationships with referring and receiving facilities and pre-hospital agencies is essential to ensure a safe and coordinated response for emergency assistance and transport. The role requires good customer service practices and the implementation of proper procedures for notifying administration personnel in the event of incidents or emergencies. Additionally, the specialist will handle incoming quote requests for long-distance air medical transports, calculate price quotes, and educate callers about the services associated with air medical transport. The position requires participation in departmental staff meetings and continuing education meetings, as well as daily follow-up calls regarding quote status and maintaining transplant patient files. Other duties may be assigned as needed.

Responsibilities

• Assimilate various forms of information to make quality decisions.
• Perform complex communication services including requests for transport and triage of incoming requests.
• Maintain effective communication with crew members and aircraft using a multi-channeled voting radio system.
• Perform constant flight following procedures during missions according to FAA and PHI Air Medical policies.
• Document detailed medical information pertaining to patient conditions and transport activities.
• Coordinate medical transports nationally and internationally with various departments and agencies.
• Input flight and ground transport information into the network database accurately.
• Maintain knowledge of FAA rules and regulations and comply with all policies and procedures.
• Facilitate positive relationships with referring and receiving facilities and pre-hospital agencies.
• Implement procedures for notifying administration personnel in case of incidents or emergencies.
• Attend departmental staff meetings and continuing education meetings.
• Receive and process incoming quote requests for long-distance air medical transports.
• Calculate price quotes based on the closest appropriate fixed-wing base.
• Educate callers about services associated with long-distance air medical transport.
• Initiate front-end billing processes for quoted patient accounts.
• Assist Patient Financial Services with follow-up on accounts as needed.
• Provide outbound follow-up calls regarding quote status and identify backhaul flight legs.
• Keep transplant patient files current with up-to-date contact information.

Requirements

• High School Diploma or equivalent required.
• EMS and/or air medical communications experience preferred.
• Experience in public relations, customer service, marketing, or healthcare billing preferred.
• Knowledge of medical terminology preferred.
• Computer literate with a good working knowledge of Word and Excel software programs.
• Ability to learn custom and other software programs.
• Excellent customer service skills and ability to function calmly in high-pressure situations.
• Ability to think clearly and logically and make problem-solving decisions based on information given.
• Must pass pre-placement drug screening and background check.

Nice-to-haves

• Experience in healthcare billing and insurance preferred.
• Familiarity with medical terminology preferred.

Benefits

• Sign-on bonus up to $7,500
• Regular pay scale applies
• Continuing education opportunities
• Training programs including Communication Specialist Academy and King County Emergency Medical Dispatcher Certification Program.