Online Transport Coordinator

CareFlite is a 501(c)(3) nonprofit ambulance service sponsored by Baylor Scott & White Health, JPS Health Network, Methodist Health System, Parkland Health, and Texas Health Resources. CareFlite provides critical medical transport services by helicopter and ground ambulance, as well as non-medical transport services.

We are committed to delivering exceptional patient care, advancing clinical excellence, and supporting the communities we serve through innovative and compassionate service.

Primary Function:

• Performs all behaviors of the Online Transport Coordinator.

• This position reports directly to the Online Systems Supervisor and is required to work efficiently and collaboratively with other CareFlite personnel to accomplish the CareFlite mission and vision.

 Essential Duties and Responsibilities:

• Participates responsibly in the safe operation of all CareFlite Air and Ground assets and practices in accordance with federal, state and local laws and regulations; as well as CareFlite Policies and Procedures. Adheres to all safety requirements in the performance of these duties. Reports any observed and perceived unsafe situations.
• Responsible for ensuring that CareFlite is perceived by its customers in a positive manner by conducting all interactions professionally and cordially.
• Communicates and collaborates effectively with co-workers, patients, family members, and medical personnel, as appropriate for this position. 

• Responsible for the completion of assignments and tasks in the time allotted.

• Responsible for assigned documentation requirements and maintenance related to activities of air and ground units from online ordering platforms.
• Required to attend 75% of in-person communication center staff meetings, unless approved for a Teams meeting.  

• Demonstrates comprehensive understanding of call taking for ground and air medical ambulances using the computer aided dispatch (CAD) system, utilizing all CareFlite approved devices, and Online Transport Systems.

• Obtains correct and thorough patient information from the transport portal(s) and inputs this information into the CAD regarding Scene Flights, Interfacility Flights, Emergency and Non-Emergency interfacility transports within the CareFlite response area.

• Assists dispatchers in coordinating emergency/non-emergency calls and relaying information to CareFlite dispatchers, resources and or Police/Fire/EMS agencies. This includes verifying LOS (Level of Service) with facilities and updating times if necessary.
• Must maintain professional working relationships with online ordering platform support teams, and hospital account representatives.
• Responsible for performing routine checks on Online Systems software for duration of each shift. Reports and documents any issues or outages with online transport systems, servers, downtime, and communicates with the appropriate personnel, when necessary.
• Responsible for understanding and implementing protocols and policies indicated in the CareFlite SOP (Standard Operating Procedures), particularly when protocols are updated.
• Protects the interests and property of CareFlite, its customers; maintains HIPAA compliance and reports any breaches to the appropriate personnel immediately.

• Other duties as assigned.

Knowledge and Experience:

• Must be 18 years of age or older
• High school diploma or its equivalent
• Must effectively understand and communicate in Verbal / Written English, including spelling
• EMT/EMD (Emergency Medical Technician/Dispatch) is preferred but not required.

• Basic Medical Terminology preferred.
• Understanding critical importance of the relationship between patient advocacy and fiscal responsibility regarding requests, LOS (Level of Service) and dispatch priority is required.
• Understanding Internet Usage, including Microsoft Teams, Zoom and other meeting platform software is preferred.

• Understanding CAD software (Logis IDS) is required.
• Understanding Online Platforms software (Logis Web Booking, Transport.net & Movi Health) is required.
• Must work well independently and be able to complete tasks without constant supervision.
• Must pass a critical exam with a score of 80% or higher with 30 WPM or more.

PHYSICAL AND MENTAL REQUIREMENTS:

• Ability to quickly make decisions, which have moderate impact on immediate work unit.
• Ability to understand, remember, and apply oral and/or written instructions.
• Must be able to see and speak with customers and observe equipment operation.
• Fast paced environment with frequent interruptions.
• Ability to travel to Sponsor & Customer facilities for building and maintaining relationships, including for education and training purposes, if needed.

Additional Information

CareFlite is an equal opportunity employer committed to diversity, equity, and inclusion in the workplace.

All information provided will be kept confidential in accordance with EEO guidelines. The statements contained in this position reflect the general duties considered necessary to describe the principal functions of the job as identified and should not be considered a detailed description of all the work requirements that may be inherent in the position.