•           Receives and appropriately coordinates all center-to-ambulance radio communication in conjunction with established procedures.
  • Participates in shift and end-of-flight briefings to which he/she has been assigned.
  • Assists, as requested, in appropriate scheduling of transport personnel according to industry standards and supervisory direction.
  • Communicates in a clear, concise and professional manner with transport team, requesting agencies, hospital staff, physicians, and public safety personnel.

1. Documentation
   • Maintains all required records and other documentation associated with emergency transport and/or the operation of the Communication Center. Maintains records regarding computer documentation of LifeFlight Eagle patients according to policy / procedure. Maintains an accurate, detailed communication log on all flights and ground transports.
   • Documents all center-to-ambulance radio communication in conjunction with established procedures.
   • Efficiently and accurately transcribes patient medical data as transmitted by medical personnel.
   • Participates in ensuring that all communication policies and procedures and transport guidelines remain current and accurate, and that required equipment, and supplies are available. Proposes appropriate revisions as needed to optimize and streamline communication processes.
2. Skills and Development
   • Demonstrates a clear understanding of LifeFlight Eagle capabilities and call receiving protocols, appropriately routing calls to transport team or coordinator for discussion / action.
   • Demonstrates a working knowledge of all policies, procedures and protocols for operation of LifeFlight Eagle 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.
   • Maintains proficiency at determining latitude and longitude, using a grid map, of a location described by transport requesters; plots/documents aircraft movements on a map using latitude/longitude transmitted by pilot during helicopter operations.
   • Ensures compliance with FCC, Federal Aviation, and HIPPA rules and regulations, as they pertain to medical transport service.
   • Participates in quality management, emergency-procedure testing, and annual Post-Accident/Incident Plan drill.
   • Demonstrates LifeFlight Eagle values in all aspects of job performance.
   • Makes full use of required training (initial, annual, and ongoing).
   • Performs other appropriate duties and tasks as indicated or directed.

Essential Competencies and Company Expectations

• • Customer Focus/Customer Orientation – Is highly motivated by the opportunity to help internal and external customers. Is able to accommodate others’ needs within available resources and without relinquishing own responsibilities. Demonstrates compassion when working with customers; protects the dignity of others. Is courteous, calm, creative, and effective with difficult customers. Earns positive feedback from various customer segments and LifeFlight Eagle employees.
  • Safety – Puts safety first by anticipating and performing actions necessary to avoid hazardous work- related conditions which could result in injury, harm, or loss.
  • Adaptability/Flexibility – Effectively manages competing demands and is able to change course when new information becomes available. Is optimistic in the face of difficulty and applies humor and other coping strategies appropriately.
  • Attention to Detail – Demonstrates thoroughness and accuracy in work activities through concern for all areas involved. Effectively organizes any task or situation for which he/she is responsible; monitors own work to ensure quality. Plans and prioritizes work activities, uses time efficiently, and meets deadlines.
  • Listening – Values other perspectives; listens carefully and thoughtfully and asks for clarification. Avoids interrupting and is able to remain fully focused even on the midst of crisis.
    • Disciplined Teamwork – Is consistently cooperative with others to achieve results that meet group objectives and generally benefit all involved. Responds quickly to direction and values team outcomes above self-interests. Accepts leadership of others while maintaining self-responsibility. Appropriately gives and welcomes feedback; supports others’ efforts to succeed; contributes to morale and goal achievement of the team and company.
    • Tolerance for Stress – Is able to work productively in a high-pressure or unpredictable work environment, bringing a positive approach to challenges. Recognizes potential stressors, accurately assesses own strengths and weaknesses, and takes positive steps to ensure continued functioning for self and team.
    • Collaboration – Works effectively with others to achieve a shared goal. Approaches and receives others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position. Shares information and credit generously, accepts responsibility for own actions, and keeps commitments.
  • Conflict Management - Focuses on resolving conflict in a sensible, fair, and efficient manner, without blaming. Approaches conflict with win-win strategies; keeps emotions under control; remains open to others' ideas and alternative ways of solving problems.
  • Decision Making / Decisiveness / Judgment - Gathers and analyzes information skillfully and develops reasoned, alternative approaches. Is knowledgeable, prepared, and prudent in making wise, timely decisions. Processes verbal and numeric data effectively and understands business implications of decisions. Is compliant with regulations and company policies.
  • Learner Attitude – Demonstrates commitment to continuous learning and self-improvement. Looks for and readily takes advantage of learning opportunities; seeks increased responsibilities; asks for and offers help when needed. Demonstrates persistence and is able to overcome obstacles.
  • • Oral Communication – Conveys thoughts and ideas effectively, speaking clearly, succinctly, and persuasively in both positive and negative situations. Discerns important elements in requests and instructions. Presents viewpoint capably and responds effectively to questions, regardless of the source.
    • Work Standards - Demonstrates compatibility with mission-driven work and shows sincere commitment to doing what is best for customers, co-workers, and company. Is able to evaluate critically his/her own performance and demonstrates high expectations for quality and safety. Approaches challenges with highest ethical standards.

  • Workplace Conditions

    Your normal work location is at the LifeFlight Eagle main corporate office. The following describes the work place, in general. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • • Physical Demands - While performing the duties of this job, there is light physical activity in performing non-strenuous daily activities of an administrative nature, with frequent sitting at a workstation. There is also some walking, standing, or sitting in meetings. This position requires manual dexterity sufficient to reach/handle items and work with fingers. Position requires ability to communicate effectively during extensive utilization of telephones and other communication devices.
    • Work Environment – The work environment is a well-lighted, heated and/or air-conditioned indoor office/production setting with adequate ventilation. The noise level is usually quiet and generally free of hazardous materials.

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 of the job position.

• • Education and/or Experience – GED or High School graduation required. EMS communications experience, EMT or equivalent license preferred. Interpersonal skills and ability to function calmly in stressful situations. Knowledge of FCC rules and regulations for emergency transport communications, some understanding of medical terminology, and functional understanding of communications equipment (telephone, radios, recording equipment, computers). General knowledge and recall of geographical region of service area and familiarization with map reading. Some knowledge of navigational terms, GPS, and weather information.
  • Language Skills – Ability to read and interpret general business documents, policies and procedures, and regulatory guidelines. Ability to write reports and meet documentation requirements of the job. Ability to present information effectively and respond appropriately to questions from internal and external customers and the general public. Ability to speak and hear clearly without impairment.
  • Mathematical Skills – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Reasoning Ability - Ability to prioritize, organize and handle multiple tasks and projects simultaneously.
    • Computer Skills - Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc. Computer experience in Windows preferred with some knowledge of database operations.