Ground Operations Coordinator - Flight/Ground Communications

Location: METROHEALTH MEDICAL CENTER

Biweekly Hours: 72.00

Shift: 12

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.

Summary:

As key member of MetroHealth’s premier and recognized Metro Life Flight (MLF)/MetroHealth emergency care team, provides logistics and facilitation for routine, non-emergent ground ambulance transportation calls for both MetroHealth and partner organizations. Manages the safe and timely movement of patients between hospitals and other medical facilities. Serves as an ambassador of both The MetroHealth System brand and values and those of its partners. As the primary point of contact to internal and external customers, provides start-to-finish concierge and call management services, serving as call owner and single touchpoint through all phases of call processing and completion. Ensures access to services engaging in problem resolution and resource access. Demonstrates the highest level of critical thinking and transportation assessment in a high-stress environment to find the best resolution for the patient. Coordinates communication and follow-through with a multi-disciplinary and diverse clientele in a timely, systematic, and professional manner. Upholds the mission, vision, values, and customer services standards of The MetroHealth System and partner organizations.

Required: High school diploma or passage of a high school equivalency exam. Current certification as Ohio Emergency Medical Technician or obtains within 18 months of hire. Current and valid Ohio Driver’s License Basic Life Support certification from the American Heart Association (AHA) or obtains within 90 days of hire. 1 year of experience in a customer service-related field Ability to quickly and expertly read a map and understand and convey directions. Knowledge of Ohio geography and other business locations or obtains/displays within 6 months of hire, as supplemented by on-house training. Proficient use of flight computer-aided dispatch (CAD) software, mapping software, and Aviation Vendor Operational Control Center software or obtains/displays within 6 months of hire, as supplemented by in-house training. Strong computer skills, to include MS Office and data entry. Strong knowledge of medical terminology. Detail oriented with strong organizational, time management, and multi-tasking skills. Ability to remain calm in stressful situations and fast-paced environment. Excellent verbal and written and communication skills. Excellent interpersonal skills necessary to provide highest level of customer service, public relations, and brand ambassadorship with internal and external stakeholders in stressful situations. Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds. Preferred: State of Ohio Emergency Medical Technician certification. Current certification as an Emergency Medical Dispatcher (EMD). 2 years of EMS, 911, or patient facing experience. Dispatch, call center, or air/ground patient transportation experience. Knowledge of MetroHealth electronic medical record and billing system. Physical Requirements: May sit, stand, stoop, bend, and ambulate intermittently during the day. May need to sit or stand for extended periods. See in the normal visual range with or without correction. Monitor multiple monitors for an extended period. Hear in the normal audio range with or without correction. Finger dexterity to operate office equipment. Ability to communicate in face-to-face, phone, email, and other communication methods. Ability to see computer monitor and departmental documents. Ability to push/pull 70-150 pounds. Ability to lift 10-50 pounds. May be required to wear a telephone headset for an extended period.