Ambulance Communication Specialist

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How to Apply

A cover letter and resume is required for consideration for this position and the cover letter should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position. Applications received without a resume attached will not be considered.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Job Summary

• Initiate, assimilate, and coordinate timely and accurate flow of all information necessary for any mission involving Survival Flight personnel and/or representatives of Survival Flight, including, but not limited to transports via rotor wing, fixed wing, and ground ambulance. These include patient transports, transport of Specialty teams including Organ Procurement, Brandon Neonatal teams, Public Relations events, and all maintenance flights.

• The Communications Specialist is responsible for timely and accurate recording of, and prompt dispersal of all information received in the communications center regarding emergency and non-emergency activities. Communication and coordination support to the mission is provided through Radio, Phone, Paging, computer-aided communication such as (i.e., Microsoft Teams, Skype, Haiku/MiChart, Zoom), and any other to-be-determined technology put in place for the purpose of information sharing related to the mission.

• Documentation is completed using web-based applications for recording of mission events, flight following, and recording of events such as cost quotes, public relations requests, education and training events, risk and safety management, and Post-Accident-Incident situations.

• Coordinate communication of ambulances transporting patients to Michigan Medicine when no medical direction is needed, and between any aircraft using University helipads and receiving unit staff. Coordinate communications between Michigan Medicine Medical Direction and EMS teams needing medical direction.

• Coordinate communication for response of multiple Michigan Medicine teams including but not limited to the Cardiac Arrest Team, the Stroke Team, EROCA response, and all other teams required to respond emergently within the Health System.

• Coordinate and Facilitate Emergent Stroke Transport Response for the Michigan Stroke Network throughout the State of Michigan.

• Initiate, assimilate, and coordinate timely and accurate flow of all information necessary for any mission related to the State of Michigan mandated MEDRUN and CHEMPACK support of mass casualty incidents, including acting as the primary coordinator of response, facilitating the dispersion of equipment and medications, and training of secondary agencies responsible for the institution of these programs.

• Coordinate communication and flight following for helicopter emergency medical service agencies transitioning through the general airspace of University of Michigan Health System.

• Provide communication in a courteous and positive manner with a customer focus perspective.

• Assist patients/families/healthcare partners with problem resolution as appropriate.

Responsibilities*

Telephone Communications:

• Answer and triage all incoming telephone calls to the communications center.
• Document accurate and appropriate information.
• Transfer calls, as required.
• Operate the recording system which captures all telephone and radio transmissions.

Radio Communications:

• Monitor and answer incoming radio calls to the communications center.
• Document accurate and appropriate information.
• Record patient transport information including nurse / physician conversations.
• Relay information to staff as appropriate via telephone, pager, radio and/or voice pagers, computer-aided technology.

Computer Information:

• Maintain and use appropriate computer skills using programs such as, but not limited to:

• Flight Vector

• Corporate Flight

• Microsoft Excel

• Microsoft Word

• Internet Browsers such as Google, Foxfire, Microsoft Edge, etc.

• Street Atlas, Google Maps, or other navigation software

• Outlook, Gmail, or any other mail platforms

• ARNAV

• EMS Chart

• MiChart

• Efficiency in map reading and ability to plot map location skills.

• Complete flight or vendor specific training system.

Status Board:

• Maintain accurate information of current staff, aircraft and ground vehicle status, current hospital status, NOTAMS, public relation events, Fellow call for HEMS, Security Driver, equipment in Bio-Med or left at facilities, PAIP drills/actual completed, and any other items tracked and reported on a daily basis.

Survival Flight Patient Transportation:

• Scene Calls: Obtain information from referring agencies such as, but not limited to, location of the scene, landing zone information, ground contact, contact frequencies, presence of hazardous materials, etc.
• Confirm referring hospital, referring physician and unit and receiving hospital, unit and physician.
• Obtain initial patient information and patient demographic information, including weight. Initiate use of obese patient form when applicable.
• Maintain patient/flight information with required paperwork.
• Confirm availability of all modes of transport.
• Maintain records/computer information as required.

Rotor Wing:

• Maintain documentation of aircraft launch and landing times, crew on board, fuel on board, in-flight aircraft positions in longitude and latitude every ten minutes, type and color of aircraft, and direction and speed of travel.
• Arrange for fuel and/or equipment needs as identified by the agency database and/or flight crew.
• Ability to accurately locate and coordinate assistance should an in-flight emergency arise.
• Provide communication with operational control center (OCC) to verify aviation readiness and logistics of transport, which is FAA requirement.

Fixed Wing:

• Obtain initial patient information and patient demographics.
• Provide a cost quote and assure the financial and/or insurance status of the patient allows for the transport of the patient, as required by protocol.
• Maintain documentation of aircraft launch and landing times, crew on board, fuel on board, type and color of aircraft, and direction and speed of travel.
• Arrange for transportation of the flight crew between airports and hospitals.
• Arrange for equipment needs as identified by the agency database and/or flight crew.
• Ability to accurately locate and coordinate assistance should an in-flight emergency arise.
• Provide communication with operational control center (OCC) to verify aviation readiness and logistics of transport, which is FAA requirement.

Organ Procurement Team Transportation:

• Gather information related to the referring facility, receiving facility, patient information, equipment needs, organ procurement team members and the mode of transport requested by the Organ Procurement Coordinator.
• Arrange for the mode of transport requested by the Organ Procurement Coordinator.
• Maintain documentation of times related to the transport.
• Fuel and/or equipment arrangements.
• Accurately locate and coordinate assistance as needed.
• Maintain records for each transport.

Activation for the following systems:

• Trauma Notification System
• Stroke Notification System
• Disaster Notification System
• Cardiac Arrest Notification System
• In house Emergency Communications
• AMI team
• EROCA Response
• Any other emergency/critical responses yet to be developed.

STATE of MICHIGAN MEDRUN/CHEMPACK:

• Obtain and disseminate information as outlined within the State of Michigan MEDRUN/CHEMPACK Communications Manual, to include the activation of the appropriate team and resource.
• Train the secondary communications center as to the responsibilities of their communications staff.

Continued Quality Improvement:

• Continued Quality Improvement indicators and reporting as defined by the CQI committee.

Outreach:

• Participate in outreach and/or tours of the public and/or agencies.
• Active involvement in one or more departmental committees.

Required Qualifications*

• Current Emergency Medical Technician or greater licensure issued by the State of Michigan.
• Three or more years of documented full-time emergency dispatch/communications experience including AMD certification.
• One or more years of documented (road experience) on a licensed ambulance.
• Minimum high school graduate.

Desired Qualifications*

• Experience as an air medical Communication Specialist.
• Familiarity with computer data entry, aviation, and radio and telephone systems.
• Multi-tasking abilities. Demonstrated problem solving skills and independent decision making in working with peers, residents and/or attending physicians within and outside institutional boundaries (specific examples with references required), and conflict resolution abilities.
• NAACS Certification/Membership.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Schedule

• Day/Nights 12 hour shifts.
• 5am - 5pm OR 5pm - 5am.
• 3-12 hour shifts each week.

Work Locations

University Hospital

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the AFSCME union, which contains and settles all matters with respect to wages, benefits, hours and other terms and conditions of employment.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum of five calendar days. The review and selection process may begin as early as the sixth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.