Communication Specialist I

Communications Specialist - Phoenix, AZ

Join Our Life-Saving Team in Phoenix, AZ!

Are you ready to elevate your career to new heights? PHI Health is looking for dynamic, driven individuals to join our team. We are committed to providing top-tier emergency medical services with unmatched speed and efficiency, saving lives when every second counts. By supporting our mission from the ground, you will play a crucial role in orchestrating the seamless operations that keep our advanced fleet soaring and our patients safe.

As a Communications Specialist, you'll collaborate with some of the best minds in the industry, driving initiatives that enhance our services and expand our reach to those who need it most. If you're passionate about making a difference and thrive on challenges, PHI Health offers an extraordinary opportunity to impact lives and develop your professional career in a meaningful way.

Who We Are:

PHI Health is the leading air ambulance provider in the United States. With an unmatched safety record and the best aviation, medical and communication specialists in the field, we set the standard in the air medical industry. We transport more than 22,000 patients each year from our more than 80 bases across the country, all while offering services and outreach education to local communities and leading healthcare systems. Our mission is simple: move communities to health while maintaining the highest standard of safety, period.

Responsibilities Include:

• Responsible for assimilating various forms of information to make quality decisions while performing a wide range of specialized functions and complex communication services (requests for transport, assessment and triage of multiple incoming requests for transport, and radio communications with all airborne aircraft) for all transport modalities.

• Maintain effective and comprehensive communication with crew members (medical and aviation) and aircraft utilizing complex, statewide, multi-channeled voting radio system. Must also perform constant flight following procedures with all aircraft during missions according to FAA and PHI Air Medical policies.

• Documents appropriate and accurate detailed medical information pertaining to patient condition and all aspects of transport activity, which becomes a legal document. Coordinates the details of medical transports (nationally and internationally) by working with the aviation, medical and communications departments in conjunction with the requesting agency and other appropriate resources.

• Accurately inputs all flight and ground transport information into network database with special regard to FAA Part 135 and PHI Air Medical policies and procedures. Maintains a working knowledge of FAA rules and regulations (pertaining to Part 135) and remains current and complies with all policies and procedures.

• Maintains and facilitates positive relationships with referring and receiving facilities and pre-hospital agencies to ensure a safe, coordinated and expeditious response for emergency assistance and/or transport for all customers' internal and external. Utilizes good customer service practices in accomplishing these tasks.

• Implements proper procedures for notification of administration personnel and/or appropriate agencies in the event of incidents, accidents, or emergency situations involving personnel according to established policies and procedures.

• Attends certain departmental staff meetings and continuing education meetings.

• Receive incoming quote requests for long distance air medical transports. Using various software programs, calculate price quote based on closest appropriate fixed wing base. Educate caller as to all aspects of services associated with a long distance air medical transport, i.e., aircraft, medical crew, ground ambulance arrangements, etc.

• Initiate front-end billing process for quoted patient accounts going to Patient Financial Services. Assist Patient Financial Services with follow-up on accounts as needed.

• On a daily basis, provide outbound follow-up calls to requestors regarding quote status. Attempt to identify and fill backhaul (empty) flight legs. Keep transplant patient files current with up-to-date contact information, hospital and case management contacts, etc.

• Other duties as may be required

Schedule/Location:

• 3 & 4

• Phoenix, AZ

The Successful Candidate Will Have:

• High School Diploma or equivalent

• EMS and/or air medical communications experience preferred. Experience in public relations, customer service, marketing or sales and/or healthcare billing and insurance preferred.

• Medical terminology preferred.

• Must be computer literate and have a good working knowledge of Word and Excel software programs. Must be able to learn custom and certain other software programs.

• Must possess excellent customer service skills and have the ability to function calmly in a high pressure situation, think clearly and logically, and make problem-solving decisions based on information given.

• Must be able to pass pre-placement drug screening and background screen.

• This position is designated Safety Sensitive for purposes of the Arizona Medical Marijuana Act.

Training Requirements:

• Successful Completion of Communication Specialist Academy

• PHI New Hire Orientation Classes

• PHI Destination Zero

• Successful Completion of King County Emergency Medical Dispatcher Certification Program

• Yearly recurrent training courses as required to include HIPAA and Code of Conduct

Our Core Competencies:

• Safe. We are absolute in our belief in the tenets of Destination Zero and that Zero is not only achievable, but the only acceptable outcome.

• Efficient. We are focused on outcomes that are smart and responsible by making the best use of our resources to maximize overall productivity and achieve sustainable profitability as a high performing organization.

• Quality. We are committed to ensuring excellent organizational performance which produces sustainable and reliable outcomes.

• Service. We are dedicated to the service of our customers, our communities and each other.

The PHI Health Advantage:

For more than 40 years, our company has been providing critical air medical transport services across the country. As an organization, we outfit each aircraft we fly with the most advanced technology, subject our crews to the most rigorous protocols and training and pioneer the most-forward thinking safety program in the country.

Everything that we do comes back to the safety of our crew and our patients. Our accident rate is well below the national average and we were the first to receive the Vision Zero Aviation Safety Award. This belief has guided us towards a number of industry firsts and has given us the highest safety rating in the industry.