Critical Care Flight Dispatcher | Mercy Health Life Flight Network

Everyone who works with Mercy Health is united under one purpose: to help our patients be well in mind, body and spirit. This drive, along with our history of faith, is a powerful combination. It gives us a shared calling to work toward every day. Join our exceptional team and help us continue to provide the highest quality of health care possible to our communities.

This is a Fulltime Day shift position

6am - 6pm

Onsite - sitting in Lima, Ohio

Primary Function/General Purpose of Position

Working under the direction of the Mercy Health Life Flight Network (MHLFN), Director of Flight Operations, or delegate, the Critical Care Flight Dispatcher is responsible for receiving requests for ground and/or air critical 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 nature of the emergency.

Essential Job Functions

• Receives all incoming telephone inquiries for critical care 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/or 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 – Life Flight Network 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 – Life Flight Network 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.

• Has comprehensive understanding of operational control requirements, as necessary in staffing an operational control center (Reference 14CFR135.77)

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

Incident Command Service (ICS) Certifications: 100, 200 and 700 (preferred)

Basic Life Support (BLS) (required)

Emergency Medical Dispatcher (EMD) (preferred, but required within 6 months of employment)

International Association of Medical Transport Communication Specialist (IAMTCS) Certified Flight Communicator (preferred, but required within 12 months of employment)

Ohio Paramedic (preferred)

Education

High School Diploma/GED (required)

Associates Degree or higher (preferred)

Work Experience

1 year of experience in Emergency Medical Systems or healthcare/public safety related field (required)

9 months experience as System Status controller Transport Medicine (preferred)

1 year of previous experience with Federal Aviation Regulations (FAR) 121 or 135, or helicopter air ambulance dispatching, or previous EMS/Public Safety dispatching experience (preferred)

Training

Operations Control Specialist Training (preferred, but required within 6 months of employment)

Aircraft Dispatcher Certification Course (14CFR Part 65) (preferred, but required within 18 months of employment)

Language

None

Patient Population

Demonstrates the knowledge and skills necessary to provide care 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.

Prolonged periods of working alone.

Physical Requirements

Physical Demands

Frequency 0% 1-33% 34-66% 67-100%

Lifting/ Carrying (0-50 lbs.) X

Lifting/ Carrying (50-100 lbs.) X

Push/ Pull (0-50 lbs.) X

Push/ Pull (50-100 lbs.) X

Stoop, Kneel X

Crawling X

Climbing X

Balance X

Bending X

Work Position

Frequency 0% 1-33% 34-66% 67-100%

Sitting X

Walking X

Standing X

Additional Physical Requirements/Hazards

Physical Requirements

Manual dexterity (eye/hand coordination)

Perform shift work

Hear alarms/telephone/audio recordings

Reach above shoulder

Repetitive arm/hand movements

Finger Dexterity

Color Vision

Acuity – far

Acuity – near

Hazards

Depth perception

Exposure to potential electrical shock

Exposure to high pitched noises

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

Soft/Interpersonal Skills:

Attention to detail

Critical thinking

Teamwork

Active listening

Safety focused

Emotional intelligence

Conflict management

Adaptability

Collaboration

Time management

Learner Attitude

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and 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 [email protected]. 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 [email protected]